About Me
Professional Background
📡 Telecom Engineer – Apple
Elk Grove, CA | Jan 2021 – Nov. 2024
- Led strategic assessment and migration planning for IS&T HelpLine Call Center infrastructure as part of long-term transition off Genesys Engage.
- Architected multi-year roadmap for migration to SIPCluster, AWS, and ISCloud platforms.
- Partnered with cross-functional teams to design scalable, compliant systems integrated with existing tools and third-party services.
- Delivered seamless implementation with minimal downtime, improving performance and reliability.
- Owned stakeholder communication, documentation, and change management across multiple regions (AMR, EMEIA, APAC)
💼 Solutions Architect, Sr. Software Engineer – Genesys
Daly City, CA | May 1998 – Jan 2020
- Delivered full-cycle implementations of Genesys On-Premise and Cloud platforms across APAC for enterprise clients.
- Led cross-functional teams through discovery, design, deployment, and optimization phases.
- Developed automated testing frameworks for voice and digital channels, significantly reducing issue detection time.
- Authored detailed technical documentation and provided hands-on troubleshooting and support for mission-critical environments.
- Advised customers on roadmap and architecture, translating business goals into technical strategies.
Technical Skills
Python
Flask
JavaScript
Contact Center
Genesys
Cloud
API
SQL
Featured Projects
Create Blog Web Site
A full-stack blog solution with register, login/out, post, comment, delete with users management.
Voice AI with Synthflow
AI Voice managing "To Do" integrated with Synthflow.
Contact Me
Get in Touch
I'm always open to exploring new projects related to Voice AI Contact Centers, sharing creative ideas for migration or integration with existing systems, or discussing ways to enhance customer satisfaction. Whether you have a question, are interested in collaborating, or just want to connect, I'd love to hear from you.
hjleegcti@gmail.com
+1 (925) 989-7818
San Francisco, CA