Ahmed Fawzi

Defined solution architecture and delivered a maker-checker Spring Boot admin portal for customer notification content across SMS, email, and push, including change-review workflow and stakeholder sign-off. Built a bilingual survey platform with role-based access and created an IVR self-service web app for customer care. Developed customer chat platform capabilities and notification streaming using Kafka, and automated Cisco user onboarding via REST and SOAP APIs. Operated and secured Spring Boot services on OpenShift, supporting security remediation, WAF/API gateway configuration, and application performance monitoring.

Acted as a technical project manager for a web application that let customer care edit IVR flows directly, reducing launch time for new offers and freeing developer capacity. Reviewed and approved IVR/routing changes and controlled Git merge requests to keep deployments stable. Upgraded Apache and Tomcat in lower environments to address vulnerabilities while validating no impact on Genesys solutions before production rollout. Architected shared backend and messaging delivery layers used across IVR flows and supported a Genesys Composer upgrade with parallel old/new versions until cutover.

Led prepaid IVR migration activities, including component upgrades and platform moves to Genesys and associated interaction routing and orchestration tools. Implemented IVR flow enhancements and performance improvements for contact center services. Developed a help desk chatbot using Node.js and supported team delivery using a waterfall approach. Used Java and JavaScript to build and extend integration and IVR-related components.