Summary
Overview
Work history
Education
Skills
Certification
Languages
Accomplishments
References
Timeline
Generic
Syed Rafid Ali

Syed Rafid Ali

Karachi Division,Pakistan

Summary

Principal Software Engineer with over ten years of experience in AI-driven contact center solutions for global enterprises. Expertise includes Cisco UCCE/IPCC, AWS, Google Cloud, and Amazon Connect, with a focus on scalable telephony and routing systems. Proven track record in leading system integration projects and architecting custom IVR flows to enhance customer experience and operational efficiency. Key skills encompass AI/ML integration, IVR design, system orchestration, and project management.

Overview

19
19
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

Principal Software Engineer (Manager) - Cisco North Americas

Afiniti
Karachi, Pakistan
11.2021 - 09.2025
  • Integrated Afiniti Ai with telephony systems to ensure error-free routing.
  • Developed and customized solutions to fulfil core project requirements.
  • Identified root causes of issues and implemented corrective and preventive actions to maintain 98% SLA optimization.
  • Led development of scalable software solutions, mentoring junior engineers.
  • Designed IVR and Routing solution to implement 0% error free solution.
  • Designed architecture for complex systems, aligning with organizational standards.
  • Conducted technical reviews to enhance quality and performance metrics.
  • Collaborated with stakeholders to translate business needs into technical specifications.
  • Documented standard development procedures and trained new personnel.

Lead QMST - IVR Management, Developments & Design

PTML - PTCL Ufone
Karachi, Pakistan
01.2007 - 11.2021
  • Designed Visio flows for business IVRs and robo calls.
  • Developed IVR systems using ICM scripting and VXML.
  • Conducted VXML and XML application design, development, and troubleshooting.
  • Analyzed telecom industry practices regarding IVR and SDPs.
  • Collaborated with telecom and IT architecture teams to document technical solutions.
  • Ensured IVR applications complied with industry standards and specifications.
  • Validated IVR reports on MS SQL while managing data accuracy to 99%.
  • Conducted internal audits per ISO standards and assisted with external audits.
  • Successfully maintained IVR availability to 99% SLA

Education

Bachelor's degree - Information Technology

PIMSAT
Karachi, Pakistan
06.2007 - 12.2010

Skills

  • Software Project Management
  • Jira
  • Data analysis capability
  • Cloud-Based technologies proficiency
  • System architecture design
  • Technical project management
  • SQL/MYSQL Database
  • IVR implementation
  • Google Dialog Flow Integration
  • Cisco CVP and ICM Scripting

Certification

  • Level 1 Intelligence Analyst Certification
  • VoIP PBX & Call Center on Asterisk 16 Issabel
  • Giving and Receiving Feedback
  • DBA

Languages

Pashto (Elementary)
Sindhi (Elementary)
English (Full Professional)
Urdu (Native or Bilingual)
Arabic (Elementary)

Accomplishments

Successfully integrated Afiniti Ai product in Paris, with one of the complex client Orange France Telecom.

Redesigned cracked the Afiniti Ai integration with Cisco CVP VXML Application.

Sucessfully Integrated and Managed multiple clients like Altice USA, MegaCable, Orange France, TIM Brazil.

References

References available upon request.

Timeline

Principal Software Engineer (Manager) - Cisco North Americas

Afiniti
11.2021 - 09.2025

Bachelor's degree - Information Technology

PIMSAT
06.2007 - 12.2010

Lead QMST - IVR Management, Developments & Design

PTML - PTCL Ufone
01.2007 - 11.2021

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Syed Rafid Ali