Sr. Genesys Engineer Resume California - Hire IT People

SUMMARY

Nineteen years of experience in architecture, installation, development, configuration, and repair of Genesys and Call Center Technologies. Demonstrated track record of success with Voice, SIP, Routing, IVR, Outbound Contact and e - Services channels of Genesys
Served as lead engineer and architect role with several single and multi- site implementations. Deep experience and knowledge in Genesys solutionsdating back to version 5 of Genesys
Lead teams through delivery of complex Genesys solutions requiring integrations to existing customer technology infrastructure and platforms
Expert in analyzing, researching, organizing, and problem solving
Possess outstanding communication and interpersonal skills

PROFESSIONAL EXPERIENCE

Sr. Genesys Engineer

Confidential, California

Responsibilities:

Lead Engineer and Architect for a large scale deployment, consisting of 20k+ agents using n premise Genesys 8.5.x Skill Based Routing, GRAT, InfoMart, GVP, ComposerSIP Proxy Clustering, SIP Server, Outbound Avaya SM, Callback and WFM

Sr. Genesys Consultant / Solution Architect

Confidential, Houston, Texas

Responsibilities:

Responsible for the architecture, implementation of Genesys 8.5 Framework, Routing, Reporting and GVP with SIP Server in Latin America

Sr. Genesys Engineer

Confidential, Houston, Texas

Responsibilities:

Responsible for the architecture, implementation and support of Genesys 8.5 Framework, Routing, Reporting and GVP with SIP Server integrated to Avaya SM and Cisco CUCM
Implemented and developed Genesys Routing for Email, Chat, WFM and Voice for a high available multi-site call center with 2000 agents using Interaction Workspace
Designed a custom Voice Callback dialer using GVP and Outbound

Genesys Systems Engineer

Confidential, Fort Lauderdale, FL

Responsibilities:

Genesys Engineer

Confidential, Port St. Lucie, Florida

Responsibilities:

Responsible for all Genesys servers and technologies of four Contact Centers with more than 2,000 agents
Architected and implemented Genesys 7 Routing, Email, Chat, WFM and IVR
Installation and configuration of Virtual Hold and Genesys Enterprise Telephony

Senior Systems Engineer

Confidential, St. Petersburg, Florida

Responsibilities:

Lead Engineer for all Voice and Data Contact Center integrations and technologies for two 24/7 call centers with 1,200 agents. Regarded as the “go-to” engineer for expertise and solutions to problems for Genesys, Avaya, and other call center software products
Designed, advised, and oversaw upgrade of Genesys from v5 to v6.5 for framework, call routing and reporting over 3 month period
Directed restructure and organization of Avaya ACD VDNs, and skill-based routing