SUMMARY:

• Quality Monitoring: (Field Engineer Verint/IEX) design and execution of system enhancements projects for the NICE recording platforms, ensuring the changes meet business and technical requirements while maintaining a reliable recording system. Provide technical guidance to colleagues and document new, as well as update existing, policies and/or procedures. Facilitate the use of new technologies and tools to improve the recording system trouble resolution process
• Design, Code and Test IVR/ASR/TTS Database and Routing Strategy driven IVR Application in VXML/Studio or Composer (.NET/JAVA)
• Contact Center Architect: Genesys GVP 8.1 SIP & Speech, CIM/Cisco UCC/Interactive Intelligence/Microsoft Lync/Avaya IP. Complete Life Cycle: As - Is/To Be, Requirements Collection and Definition, RFI/RFP Design/Distribution/Evaluation, Functional and As-Built Specifications, Network QOS, Performance and Load Testing Design and Installation, Application Installation and Testing.
• Project Management: End to End/Start Finish Sponsor, Justification, Charter, Plan, Design, Build, Install and Configure, Test, Train, Support, E2E TDM/VOIP Application/Network Monitoring
• Resource Management: Manage Vendor, Hardware/Software resources for project and day to day operations of contact center deployments. Managed Full-Time Employee as Manager/Director in Fortune 500 companies and Government Agencies
• Telecom/CTI/VOIP Architect: Designed Cisco Unified Communications and Contact Center Express CRS Deployments, E2E Enterprise Solutions for TDM and VOIP CTI deployments. Worked with Avaya, Genesys and Cisco Architects on best practice VOIP/SIP Networks
• Operations and Support: Developed E2E Real-Time System/Solution monitoring, along with Log File Analysis. Develop Test and Development Environments to parallel Production Environments for seamless development and deployment
• Genesys System Integration and Development Partner Applications
• Virtual Hold Intelligent Queuing Installation, Configuration and Testing
• Eemaan Auditing and Rollback Installation, Configuration and Testing
• Anana Genesys Framework Rapid Deployment, Installation, Configuration and Testing

Confidential, Englewood, CO

Senior Architect/Systems Integrator

Responsibilities:

• Analyze and Stabilize Genesys Deployed Solution, Virtual Hold and IWD deployment
• ACME SBC VOIP SIP Trunk Configuration and Dial Plan
• Install and Configured NICE Recording 4.1 to PCI/Custom Configuration
• Redesigned IRD to ORS Routing Strategies and underlying Telephony design gaps
• Redesign of Telephony and Framework to support Quantified Real-Time and Historical Genesys and SAP Reporting (Pulse Real Time Reporting/Interactive Insights Historical Reporting)
• Redesigned High Availability and NLB deployment for Genesys CIM
• Fixed missing application or configuration issues in Lab and QA Environments

Confidential, Phoenix, AZ

Genesys Senior Architect/Systems Integrator

• Analyze and Stabilize Genesys Deployed Solution, Virtual Hold and IWD deployment

Confidential, State of MA

Genesys Senior Architect/Systems Integrator

• Analyze and Stabilize Genesys Deployed Solution (Genesys, IVR/Nuance App), Virtual Hold and IWD deployment
• Install and Configured NICE Recording 4.1 to PCI/Custom Configuration
• Redesigned Routing Strategies and underlying Telephony design gaps
• Redesign of Telephony and Framework to support Quantified Real-Time and Historical Genesys and SAP Reporting
• Redesigned High Availability and NLB deployment for Genesys CIM
• Fixed missing application or configuration issues in Lab and QA Environments

Confidential

Genesys/Cisco Senior Architect

• Genesys - Cisco Architect for Genesys GVP 8.1VOIP/SIP Installations.
• Genesys Design, Installation & Configuration Training (Frameworks, Routing, Reporting)
• Genesys SIP Monitoring and Testing
• Microsoft Lync Integration
• Developed IVR Business Applications and Stored Procedures via Composer
• VOIP/SIP QOS Design. Appliance Architecture Design

Confidential

NICE/Genesys/Cisco Senior Architect

• NICE Workforce Management performs some process analysis and application design work and is primarily engaged in the monitoring, maintenance and support, administration, configuration and enhancement of business applications. They will work with System Analysts, DBA*s, Business Analysts, and other Developer Analysts to provide high quality software applications that support the business objectives.
• This role participates in on-call, 24x7 support for production applications and systems on a rotating basis.
• This position resides in the IT Applications department, working closely with and providing Tier 2/3 support to the business clients in the contact
• Migration from IEX version. Avaya PBX integration.

Confidential

Genesys/Cisco Senior Engineer

• Genesys 8.1 GVP/CIM Installation.
• Built IVR II CC Applications via Studio with Nuance ASR/TTS integration
• Softphone Development C#/J2EE
• Testing and Monitoring Integration (Vital Suite/VOIP Exposed Monitoring), Siebel Contact Center Integration.
• CTI Error Mapping Design and Integration Cornerbowl Software

Confidential

Contact Center Technology Engineer

• Designed Prototypes for Microsoft Lync, Genesys CIM, Cisco Unified Contact Center 8.0 Solution Architect Design, Developed and installed Genesys 7.6 VXML and Nuance ASR/TTS Applications for FDR Genesys 8.1 Upgrade CIM/WFM
• Technical Lead Application design and coding
• Project Voice Engineer IPVCS Infrastructure w/ Sip Trunks
• Database Administration
• J2EE/Java Coding
• Web Application Server Design HTTP/VXML

Confidential

Senior Genesys Architect Consultant

• Design VOIP Network Infrastructure to support international contact center sites. (QOS, MPLS.ELAN/CLAN/Router Access List/) Installation and Configuration of Genesys Routing Strategies (Prioritized Skills Based) and Outbound Campaign Scripts (Predictive ASM Mode).
• Network QOS and High Availability design and implementation for Audiocode Gateway/Genesys SIP Server (Soft Switch/T-Server) and Stream Manager
• Created Real-Time (CC Pulse) and Historical Reports (CC Analyzer)
• Installed CTI Monitoring Solution that integrated with Microsoft SCOM

Confidential

Project Manager Contact Center Siebel/CTI/ Routing RFP

• Genesys CIM/WFM 81 Installation and Testing
• Deployed Cisco Teleconferencing Presence Solution
• Provide Classroom Instruction on Operations and Administration for Cisco deployed solutions.
• Multimedia Interaction Process and Handling for each interaction w/screen pop
• Integration with each currently deployed solutions
• Integration with CRM (Create activities and cases and forward with interactions) w/screen pop
• Business Rules Processing tool and administration Business Optimization
• IVR Application Development (TDM/SIP),
• Desktop/Softphone Functional, CRM Integration
• Multi-Location support for remote contact center and remote agents
• Reporting: Real-Time/Historical/Dashboards
• Project Lead - Created and published the following RFP documentation: Business Requirements, Solution Architectural Diagram, Integrated Design Documents, Test Plan, Statement of Requirements, and Operational Support Guide
• Deployed Cisco Call Manager and Interactive Intelligence CIC IVR.
• Lead vendor product presentations for Business Stakeholders
• Vendor Management: Schedule onsite presentation CTI Multimedia Presentation for RFP (Oracle, Genesys, CISCO, Avaya and Interactive Intelligence)
• Project Methodology; ITL, IBM RUP Blueprint
• Genesys 8.1 Planning/Requirement/Design/Discovery/Test/Pilot-POC/Build/Configure/Integrate: Hardware/Network/Database/Legacy System/WFM/PBX-ACD/CRM/QM/Softphone/WAS for the following:

Confidential

Call Center Architect

• Responsible for Planning, Design, Project Plans, Development, Testing and Deployment of GVP IVR
• Empirix (Onsite and VoiceWatch), Opinion 8 Stealth Survey and integration with Epiphany, Virtual Hold, IVR (Intervoice, IBM Direct Talk, Genesys Voice Portal, Nuance Natural Speech). Verint/Mercom Installation and CTI Integration
• IVR - GVP, VCS-IPCS Migration Dialogic to IP conversion.
• Edify, Direct Talk Technical and Functional Design Deployments
• Epiphany 6.5.3.6 Integration via AIL Genesys Layer Create SQL Database, SQL Queries, Stored Procedures ERIN/Toad
• Genesys Configuration Manager building out entire Genesys suite of applications 5xx - to 7.6, (Route Points, External Route Points, ACD Positions, Virtual Queues, Agent Login, Place Group, Switching Offices, List Objects, Agents, Supervisors, Skill Sets, Application-Servers IVR/Config Server/Third Party Solutions/DB Server/ETL/DMA, ETC…..)) CTI Integration, Routing, Screen Pop, Genesys CTI - VTO (Call Director), Frameworks, Reporting, Integration into URS Call Center Routing, Call Processing, Call Handling.
• Hyperion (Historical Reporting, Dashboard, SLA’s), Genesys Interaction SDK, GIS
• Create End-to-End Call Center and Management Reports
• Empirix: OneSight and VoiceWatch Call Center Application/Solution Monitoring and Customer Experience Script, System SLA and Health Checks
• Genesys Upgrade from 7.0 to 7.2 to 7.5

Confidential

Solutions Architect

• Responsible for Planning, Design, Project Plans, Development, Testing and Deployment of the Genesys ICS, Framework and Reporting Multimedia Global Contact Centers in Malaysia, UK and U.S. ITL/SOX, CTI Integration, Routing, Screen Pop, Frameworks, Reporting
• Integration into URS Call Center Routing, Call Processing, Call Handling. Responsible for the creation of an SAP Portal Practice and determination of the overall SAP Portal Practice focus and offerings by working with the executive team identify marketing strategies and identify the technology/vertical market focus for the practice.
• Development of iViews, Pages, Worksets and Roles, TLN1, TLN2 level tab content management, Migration of Portal content from EP6 to EP7, SLD and System landscape configuration, EP6 and EP7administration, Configuration of KM/CM and Documented repository managers
• IVR 1Q Invision Application Development.
• Genesys Configuration Manager building out entire Genesys suite of applications 5xx - to 7.6, (Route Points, External Route Points, ACD Positions, Virtual Queues, Agent Login, Place Group, Switching Offices, List Objects, Agents, Supervisors, Skill Sets, Application-Servers IVR/Config Server/Third Party Solutions/DB Server/ETL/DMA, ETC…..)) Genesys Hyperion (Historical Reporting, Dashboard, SLA’s), Create End-to-End Call Center and Management Reports

Confidential

Contact Center Business/System Analyst Subject Matter Expert

• Provide Architecture/Implementation analysis of current infrastructure and application systems.
• Provide functional and technical specification for system upgrades or system replacements.
• Support FMAC contact center project and initiatives Publish and Manage vendor RFI and RFP’s. Architect and Design next generation contact center solutions (S8700 PBX/ACD/IVR/Speech/WFM/Genesys CTI/Pega System CRM)

Confidential

Genesys/Epiphany Integration Engineer

• Work on design and deployment phases of the Avaya/Genesys/Epiphany integration. Areas of responsibilities include: Installation/Network Monitoring/Legacy Systems.
• Develop and Implemented Post Production Support, and Change Management systems Integration/Configuration for the following solutions: Genesys Configuration Manager building out entire Genesys suite of applications 5xx - to 70, (Route Points, External Route Points, ACD Positions, Virtual Queues, Agent Login, Place Group, Switching Offices, List Objects, Agents, Supervisors, Skill Sets, Application-Servers IVR/Config Server/Third Party Solutions/DB Server/ETL/DMA, ETC…..))
• Created RFI and RFP’s for vendor selection (Hyperion/Cognos/Business Objects).
• Analysis in Database Mapping from disparate database sources.
• Star Schema and Broadcast and Scheduling.
• Analytic and Report Technical and Functional Specifications.

Confidential

Genesys /Edify/Nuance/Scansoft Engineer

• Work on design and deployment phases of the corporations CTI/VRU/ Pega System integration.
• Areas of responsibilities include: Architect/Design/ Installation/Legacy Systems Integration/Configuration for the following solutions: Pega System CRM Call Center/Genesys Configuration Manager building out entire Genesys suite of applications 5xx - to 7.6, (Route Points, External Route Points, ACD Positions, Virtual Queues, Agent Login, Place Group, Switching Offices, List Objects, Agents, Supervisors, Skill Sets,
• Application-Servers IVR/Config Server/Third Party Solutions/DB Server/ETL/DMA, ETC…..)) Genesys 6.5/7.0 Genesys Brio Historical Reporting/CCPulse Real Time Reporting Design and Development.
• (Framework/URS/VTO/Reporting), IBM Direct Talk VRU, Epiphany 6. Vendor Management, Post Production Support.

Confidential

Project Manager

• Genesys Configuration Manager building out entire Genesys suite of applications 5xx - to 6.5, (Route Points, External Route Points, ACD Positions, Virtual Queues, Agent Login, Place Group, Switching Offices, List Objects, Agents, Supervisors, Skill Sets, Application-Servers IVR/Config Server/Third Party Solutions/DB Server/ETL/DMA, ETC…..))
• Manage Genesys, Brio Historical Reporting/CCPulse Real Time Reporting Design and Development. CTI, Framework, Internet Suite (E-mail, Chat, Desktop, Screen Pop), Periphonics IVR implementations.
• Develop business requirements, statement of work, communications, technical specifications, user interfaces, flow charts and diagrams, project plans.
• Resource and vendor management responsibilities.
• Provide training and knowledge transfer to NOC and second level support per solution.
• Provide User and Functional testing with support and business units.
• Responsible for Call Handling, Call Routing and Call Treatment strategies in conjunction with Business Analyst.

Confidential

Security Consultant

• Develop plans, specifications and the technical terms of purchase of other contract documents as they relate to an organizational voice and data telecommunications and video systems. Manage program, design and installation of Aspect, ACD/IVR/CC Server, API/ICM/IEX/Edify. Lead RFP Proposal for Clarify-CRM/IVR/SpeechWorks/VOIP solution. Deploy Legacy Database Integration middleware: Provisioning, Call Routing/Handling/Voice Processing, ICM, IVR, WFM, ACD/PBX, Video systems and direct their operation and maintenance. Responsible for project management and budgeting, expense distribution (price setting), staff development and supervision. Gathered requirements, performed analysis and assessment of proposed IVR/CRM/Speech recognition technology solutions.
• Integration of IVR/CRM/Speech Recognition technologies.
• Plan and directs telecommunications projects including the installation and of testing programs for new communications systems, involving technical and financial assessments and evaluations of contractors, software and equipment vendors and their products, with maximum flexibility and minimum disruption of current operations and services. Maintain overall responsibility for the 24 hour a day, uninterrupted operation of the organization communications systems, including telephone operator services. Assures efficient network management and usage, traffic control, minimize failure, and emergency backups. Provide bench testing and repair, including fault detection, isolation and repair of various telecommunications devices and components.
• Manage administrative services related to system, including budgeting and billing for services provided. Prepare and submit equipment and service record keeping, and management reports. Manage contracts and other business relationships with vendors and common carriers. Develop and published users' guides, and provide directory services and technical counsel to the sales, service and operation departments.
• Coordinate with all organization departments and services to assure reliable, cost-effective telecommunications.
• Plan and implement training programs.

Confidential

Consultant

• Project Management of multiple projects in: Telephony, Data, Telecommuter, Call/Contact Center, CTI/CMI, CRM/ECRM (Siebel, Sale Logix, Great Plains, Epiphany Enterprise, Biztalk), design and implementation through joint ventures with vendors such as AT&T, Lucent, Rockwell, Cisco, Oracle, Siebel, Comverse,
• Interactive Intelligence, Aspect, Nortel, Novell, Microsoft, Geotel and many other vendors in the telephony, networking industries.
• Gathered requirements, performed analysis and assessment of proposed IVR/CRM/Speech recognition technology solutions.
• Schedule preliminary investigation of products and solutions, through installation, implementation and training.
• Develop product comparison matrix for decision-making process. Developed, designed and delivered the following Documentation: SOW/LOE/NDA/RFI/RFP.
• Geotel/ICM Administrator.
• Responsible for the implementation of hardware/software platforms, vendor engagement, and enterprise support monitoring.
• Responsible for training and knowledge transfer in with the following
• Products: Genesys Configuration Manager building out entire Genesys suite of applications 5xx - to 6XX, (Route Points, External Route Points, ACD Positions, Virtual Queues, Agent Login, Place Group, Switching Offices, List Objects, Agents, Supervisors, Skill Sets, Application-Servers IVR/Config Server/Third Party Solutions/DB Server/ETL/DMA, ETC…..)) . Genesys Brio Historical Reporting/CCPulse Real Time Reporting Design and Development. Geotel/ICM, IVR, Hammer (Test Scripts), High-Level Call Flows, CA/TNG SNMP Enterprise Monitoring, Lucent/Rockwell/Aspect/Siemens ACD/PBX. Developed, implemented RFI/RFP/ documentation and engagements.
• Develop SLA/OLA process and procedures.

Confidential

Responsibilities:

• Artemis Project Management (Project View, Track View, Cost View, Web View)
• RFP Select CRM (Epiphany) Vendor/CTI Enabled Telephony System for Call Center
• Gathered requirements, performed analysis and assessment of proposed IVR/CRM/Speech recognition technology solutions. Tested Epiphany Uses Cases and Scripts. Setup Lab Environment
• Clarify CRM Project Manager Help Desk Module (Trouble Ticket, Analytics, Customer Profiling), Call Center Multi-Channel, Knowledge Management, and Change Management. Call Logging and Tracking (plan, build, run methodology);
• Deployment of Epiphany IP Telecommunications Multi-Channel on AP platform
• Integration of IVR/CRM/Speech Recognition technology in an IBM, CICS, Sun/Solaris, Window NT/XP, Ethernet, Novell networking environment.
• Joint-Application-Transfer Session Host Knowledge Transfer Session on selected system
• Hire - Technical Team
• Supervisor Project Team 10 team members (PE/SME/Developers/Admin) and Vendors
• Manage Multiple Projects
• Manage Budget
• Project Plan, Scope of Work, JTR Sessions, Change Management, Risk Management, Quality Assurance, Testing
• Selection of CRM Vendor Epiphany; Onyx, Switch Interactive Intelligence