SUMMARY:

• Seasoned expert in Contact Centre Solutions, brings 20 years of experience helping corporations and government organizations design, develop, deploy and enhance fully integrated contact centre solutions across multiple platforms and environments.
• Offers advanced expertise in the state - of-the-art in CTI technology - including skills-based routing, multi-media, Reporting, Outbound and Desktop development.
• Confidential also has strong background in System Design, Programming, and Support of business applications using Genesys T-Library, Agent Interface Library, .Net Platform SDK, Genesys Voice Portal, Genesys Voice Studio, Genesys Orchestration Server, Genesys Composer, Genesys URS, Genesys Interaction Workflow Designer, Voice XML, Cisco ICM, Lucent G3si / G3r ACD, Meridian Hicom 300e ACD, Visual C++, Java, .NET, ASP.Net, WPF, MVVM, Visual Basic, Java, Genesys Agent Desktop, Interaction Workspace, Siebel CRM, Power Builder, and People Soft Apps.
• Genuine talent for finding elegant, cost-effective solutions for complex integration, performance and functionality challenges.
• Bridges the languages of technology and business with ease, serving as a trusted advisor to senior decision-makers and valued information resource to technical development and support teams.

SKILLS:

• Genesys Suite 5 -8.x
• Genesys Framework
• Genesys Routing
• Genesys IWD
• Genesys Reporting
• Genesys Inbound
• Genesys Multi-Media
• Genesys Outbound
• Genesys Voice Studio
• Genesys Voice Platform
• Genesys PSDK
• Genesys Composer
• MS-SQL Server
• Oracle
• Sybase
• IBM DB2
• Visual Studio Professional
• Team Foundation Server
• Microsoft Office
• Ability to work under pressure
• Problem solver
• Analytical
• Dependable
• Detail Orientated
• Self-motivated
• Ingenious
• Adaptive

PROFESSIONAL EXPERIENCE:

Subject Matter Expert

Confidential

Responsibilities:

• Designed / Architected Genesys Mobile Services (GMS), Workspace Web Edition (WWE) and Queue Call Back for International Hotel Group.
• Developed Complex Outbound Voice Campaigns utilizing Genesys Composer.
• Designed / Architected Outbound Dialing with VOIP facilities for LegalZoom.
• Created Technical Design Documentation for all the above.
• Facilitated design sessions with customers.

CTI Developer

Confidential

Responsibilities:

• Developed IVR applications utilizing GVP / C# .NET
• Assisted in the re-engineering of existing Voice Studio applications
• Responsible for QA Bug Tracking / Bug fixes
• Utilized Visual Studio / Team Foundation Server for development and team communications

Financial CTI Developer

Confidential

Responsibilities:

• Lead Developer for new Genesys Soft Phone Utilizing Interaction Workspace.
• Designed Soft Phone using WPF / MVVM architecture
• Responsible for Soft Phone bug tracking, Quality Control and bug fixes.
• Maintain Genesys environments (DEV, QA, PRODUCTION)

CTI Developer

Confidential

Responsibilities:

• Lead Developer for new Genesys Soft Phone.
• Designed Soft Phone using WPF / MVVM architecture
• Responsible for Soft Phone bug tracking, Quality Control and bug fixes.
• Assist in day to day support of 3000 seat production facilities.
• Maintain Genesys environments ( DEV, UAT, PRODUCTION )

Financial Technical Lead Developer

Confidential

Responsibilities:

• Lead Technical Developer for IT Solutions Department.
• Assists Solution Architect in the proper solution architect, then implements design based on resulting document for 8 region call centers.
• Design solution based on all call center environments ( telephony, data, hardware, software, etc. ). Provides guidance to individual developers. Hosts design session for individual area of responsibilities to ensure design intentions are adhered to.
• Monitors workflow and timelines to and reports results to owning Project Manager.
• Assist developers in implementation of design into various environments ( DEV, Staging, Pre-Prod, Production ).

Systems Developer

Confidential

Responsibilities:

• Lead Developer for IT Solutions Department
• Worked directly with Solutions Architect to design technical solutions for 8 regional call centers.
• Hosted design sessions for individual area of responsibilities.
• Performed as a Technical Project Manager to implement approved designs.
• Organized daily weekly implementation meetings to ensure a quality on time delivery.
• Assist developers in implementation of design into various environments.

Financial Technical Lead

Confidential

Responsibilities:

• Technical lead in the requirements gathering and architectural design of the Email Integration Project for Confidential .
• Implemented Multi Channel Routing in order to streamline the existing email lines of business.
• Developed workflow designs utilizing IWD and URS strategies to ensure timely and efficient delivery of emails to business.
• Developed custom statistics for reporting purposes and assisted in the development of custom reports in ICON and Brio.
• Technical lead in the design of the custom soft phone application objects to take place of the existing Genesys application communication object.
• Utilized C# and the Genesys Platform SDK to extend the existing application to properly receive and process email interactions.
• Platform SDK utilized were Voice, Open Media, Configuration and Universal Contact Server.

Financial CTI Developer

Confidential

Responsibilities:

• Design and development of CTI Toolbar according to company specifications.
• Utilized C# development environment to develop a windows toolbar integrated into Genesys using the Genesys .NET Platform SDK and C#.
• Integrated application into various third party applications for call center data.
• Provided integration into customer touch points in order to facilitate custom transaction processing.
• Integrated application into Genesys Outbound Dialer for campaign tracking and custom dialer enhancements.

Retail CTI Developer

Confidential

Responsibilities:

• Production Support for three call centers running Nortel Symposium.
• Support of Genesys GPlus adapter for SAP.
• Maintained high availability for all call centers.
• Documentation and Maintenance of Genesys facilities
• Lead Developer / Implementer for Genesys / SAP upgrade paths.
• Designed Use Cases and Testing Procedures for move to PROD.

Financial CTI Architect

Confidential

Responsibilities:

• Implemented Outbound dialer. Installed Genesys Agent Desktop and developed custom GAD delivery utilizing Java based web services and ASP.Net web pages.
• Implemented complete DEV and QA environment consisting of Outbound Dialer, Genesys Agent Desktop, Genesys Integration Server, Genesys Voice Portal, Framework, Solution Control, Load Balancer and High Availability.
• Assisted in the development, QA process and bug fix of custom desktop application utilizing Genesys Integration Server and the Agent Interaction Library API. Developed routing strategies for Outbound Campaign delivery. Developed Genesys Voice Portal scripts and routing strategies for inbound traffic. Primary point of contact for troubleshooting the Genesys suite of products.

Media CTI Architect

Confidential

Responsibilities:

• Designed / Architected future implementation of Genesys facilities
• Gathered business requirements for network routing solution
• Provided detailed information on Genesys solutions to assist in the decision process
• Assisted in the AQ process for a pervious implementation of GVP.

CTI Architect

Confidential

Responsibilities:

• Design Genesys implementation for leading Auto Club and Insurance agency.
• Integrate Genesys into IEX Workforce Management, AIM Call, NICE and Target Vision reader boards.
• Assess business impacts related to each item.
• Design and develop routing strategies based upon new and existing business requirements.
• Develop URS custom servers to interact with third party data applications.
• Provide integration efforts into ePiphany to enable intelligent Focus: Project Management

Media Technical Lead

Confidential

Responsibilities:

• Provide desktop soft phone development of 5 soft phone applications for over 3500 users.
• Responsible for code enhancements
• Responsible for tier 3 level application support.
• Provided detailed design specification documentation
• Assisted in successful testing and deployment of applications to the desktop.

Media Technical Lead

Confidential

Responsibilities:

• Performed analysis and submitted documentation of existing telephony and CTI infrastructure.
• Evaluated possible strategies for migration to Genesys CTI and provided technical guidance for the implementation process.
• Designed architecture for the approved implementation plan to include integration into the existing production and development infrastructure.
• Evaluated and designed integration efforts into existing TN3270 and Siebel Desktop Clients.