EXPERIENCE SUMMARY:

• 15+ years' experience in Contact Center Technology software/software integration and support.
• Interactive Intelligence Contact Center Solution engineering
• Confidential Contact Center Solutions integration.
• Intervoice/Convergys IVR Infrastructure Engineering/Design, Installation and Support.
• Experience in design, build, integration, test, deployment and management of Contact Center systems such as Genesys/ININ CIC Contact Center Solutions
• Confidential 's VHT Callback and VHT Conversation Bridge integration with Avaya ACD's, ICM and Genesys CTI platforms.
• Convergys IVR platform installation, configuration and support.
• Strong management and leadership skills.
• Successfully managed client/vendor relationships on multiple CTI/IVR projects for Providian Financial now JPMorgan Chase Card Services
• Specialties: Call Center Telephony Infrastructure design, build, testing, deployment & maintenance and support.

PROFESSIONAL EXPERIENCE:

Confidential, San Diego, California

SOLUTION APPLICATION OPS ENGINEER

• Imports and configures Polycom VVX300/310 for Intuit and Partner Agents.

• Performs daily troubleshooting/problem resolution for ININ CIC /CaaS systems on multiple customer locations remotely as a member of Intuit’s EBS Sales & Care Operations Engineering team.
• Manages onboarding of over 1000 FTE Agents onto Intuit’s CXT Platform
• Performs New Location onboarding of FTE Agents of Intuit Partners: (Concentrix, SITEL, Convergys, Frontier and TeleTech) on to Intuit’s ININ CXT Platform.
• Manages the configuration, installation, testing and production cut - over of Intuit’s ININ Media Servers in Sydney, Australia and Sao Paolo, Brazil.
• Troubleshoots technical issues affecting Intuit and Partner Agents’ User profiles, Roles and Workgroups in Interaction Administrator for each business unit.
• Develops, writes, updates and/or maintains engineering work products and documentation for Intuit Partners and for internal use
• Design/Distribution/Evaluation, Functional and As-Built Specifications, Network, Performance and Load Testing Design and Installation, Application Installation and Testing.
• Develops customer-specific technical processes and/or procedures documentation for the internal use of Intuit’s EBS Sales & Care Operations Engineering team.
• Performs daily operation issue resolution via Intuit’s Service-Now ticket system by triaging, fixing, updating resolution and closing these tickets.
• Answers Agents' technical questions and provides explanation of technical concepts and issues while providing system administration and other technical customer training.
• Works with Intuit’s Business Operations team members to isolate and correct issue impacting both Intuit and Partner agents on the use ININ’s IC Client, Interaction Desktop and ICBM.
• Runs performance reports such as Call Detail and Queue Summary Reports during Intuit’s Peak Tax seasons on ICBM.

Confidential, Phoenix, Arizona

SOLUTION ENGINEER

Responsibilities:

• Installs system updates, and patches and performs systems upgrades on Customer Genesys/ININ IC Servers.

• Performs daily troubleshooting/problem resolution for Genesys/ININ CIC 4.0 systems on multiple customer premises remotely.
• Provides engineering services for the implementation, installation, configuration, and testing Genesys/ININ CIC platform solutions in customer environments in conformance with established company processes, procedures and standards.
• Performs engineering services for solution delivery per customer approved Statement of Work (SOW) and Solution Design Portfolio and/or Technical Design Specifications.
• Troubleshoots technical issues and performs Root-Cause Analysis (RCA).
• Develops, writes, updates and/or maintains engineering work products and documentation for customers and for internal use.
• Develops customer-specific technical processes and/or procedures documentation.
• Performs unit and quality acceptance (QA) testing and supports user-acceptance (UA) testing activities and troubleshoots/corrects any issues.
• Answers customers' technical questions and provides explanation of technical concepts and issues while providing system administration and other technical customer training.
• Identifies and contributes to the establishment and improvement of implementation and engineering standards, processes, procedures and best practices.

Confidential, Akron, Ohio

INTEGRATION ENGINEER

Responsibilities:

• Installed and configured Virtual Hold software, databases, and web services involving Technologies such as Windows 2003 Server, SQL Server, IIS and .NET Framework.

• Worked as part of a team to gather the customer's technical requirements and identifies the deliverables and resources to implement solutions that fulfill them.
• Performed System Acceptance (SAT) as well as User Acceptance Testing (UAT) of new systems and applications before cut-over into production and, coordination of Turn Over to Technical Support teams.
• Executed tasks that integrate Virtual Hold software with diverse call center technologies, including but not limited to: Genesys Framework, Cisco Intelligent Contact Management, Avaya Multi Vantage/AES,
• Nortel Symposium/CCMS, and Aspect Call Center/Contact Server.
• Created the tasks to install and configure multiple Virtual Hold software with Genesys T Server on Avaya Voice Platform.
• Integrated VXML Interaction Server with Virtual Hold’s custom Outbound Contact Client software.
• Installed and configured Genesys ConfigServer, DB Server, T Server SIP Server, FLEXLM and Genesys Framework CME.
• Implementation of several Virtual Hold queue management systems connected to an Avaya TDM telephony platform via AES/TSAPI.
• Installed and configured Virtual Hold system with VXML Interaction Server with Avaya Aura Experience Portal with H.323/SIP protocol.
• Performed solution architecture review for the deployment of Virtual Hold’s solution on Cisco ICM/CVP on IPCC telephony platform.

Confidential, Scottsdale, Arizona

LEAD TELEPHONY SYSTEMS ENGINEER

Responsibilities:

• Consultant/Technical Lead on IP and TDM Telephony integration

• Pre-sales technical presentations for potential customers.
• Anthem at Your Service - Implementation of new Infrastructure Multi-Channel Contact Center IP Telephony with tracks for Cyber security.
• Infrastructure server platform enhancements, telephony, Call Reporting/Routing Track.
• Provided pre-sales support for sales staff on customer site presentations.
• Performed testing and integration of new PBxtra systems for sale to small to medium sized businesses.
• Performed post-sales support to existing systems to include adds moves and changes to infrastructure and applications.
• Project managed the installation, cabling and configuration of IP-phones (Polycom 501) to the PBXtra systems via router/switches.

Confidential, Phoenix, Arizona

LEAD TELEPHONY SYSTEMS PROGRAMMER

Responsibilities:

• Project managed the development of Speech-enabled custom IVR applications for Triwest’s customers.

• Consulted with Business Analysts on design and development of functional specifications for CTI/IVR applications.
• Developed customer call logging scripts to track and analyze Call Center performance matrices.
• Managed the design of telephony interfaces for Line-Side T1 with (D4 AMI) and Digital NI2 Extended Super Frame signaling between the IVR’s and Cisco’s AS5400 IPCC gateways.
• Managed the installation of multiple hardware (servers and operating systems) with internal System Engineers and External vendors.
• Project managed the entire IVR hardware and software upgrade project for Confidential .

Confidential, Pleasanton, California

COMPUTER SCIENTIST

Responsibilities:

• Consultant for Financial Services CTI/IVR systems.

• 3rd-Level consultant for daily CTI/IVR infrastructure and application issues.
• Vendor contact for new and emerging technologies for internal CTI/IVR technology platforms.
• Designed, built, tested and deployed a Microsoft Speech Server 2004 platform to support an Auto Attendant IVR application.
• Designed and implemented an outbound CTI/IVR platform to support Fraud and Collections outbound IVR application using Nuance Text-To-Speech engine.
• Consulted as CSC’s Technical Solution Manager to respond to Providian Financial’s RFP to outsource its IVR platform.
• Project managed the configuration of WAMU’s Cisco’s Peripheral Gateways for IVR and Nortel PBX’s.
• Coordinated the design and deployment of WAMU’s call routing scripts with Cisco’s ICM and MCI’s ECR platform
• Coordinated the design and implementation of Cisco ICM translation routing for call routing to and from the IVR’s.
• Collaborated with team members to design and implement IVR and Agent call monitoring through Webview.

Confidential, Oakland, California

VOICE TECHNOLOGY ENGINEER IV

Responsibilities:

• Redesigned existing CTI/IVR infrastructure from ten Call Centers to two networked CTI/ IVR farm sites.

• Designed, built, tested and deployed Cisco ICM call routing onto Providian Financial’s Call Center CTI/IVR platform
• Designed and implemented monitoring systems for all telephony infrastructure using NetIQ and NetCool utilities
• Successfully uploaded all of Providian’s outsourced Voice infrastructure components into CSC’s Neteiss data repository.
• Developed and implemented a comprehensive security patch process for all Providian Financials’ outsourced voice servers
• Avaya to Genesys Platform Migration builds for 6 U.S. Call Centers for 800+ Agents to include enhancements to Call Center Reporting, Workforce Management and Routing Tracks along with associated hardware upgrades.
• Designed, developed and implemented systems performance matrices to measure CTI/IVR system down times for Technical Support team.
• Platforms/Systems/Applications: PeopleSoft/HRMS, Cyber Security platform, Enterprise Servers, Telephony and Reporting Platforms (IVR/VRU, ACD, Telephony,VoIP), Genesys/Avaya Platforms, .Net/Web-based Applications, Business Objects, Hosted/Non-Hosted Solutions, MS SharePoint, NICE Platform, Workforce Management, WMS Servers, SharePoint, MS Applications - Visio, Project, Office, etc.

Confidential, Oakland, California

VOICE TECHNOLOGY ENGINEER/OPERATIONS MANAGER

Responsibilities:

• Managed an operations staff of five full time employees who supported a 10-site Call Center CTI/IVR system that processed a total of 15 million calls per month.

• Platforms/Systems/Applications: PeopleSoft, Medicare/Senior Markets Platform, Business Intelligence/EDW, .Net/Web, Java, Genesys/Avaya/Cisco - Voice Services Platform, SOA, Oracle, Business Objects db. and Universe, Info view, OLAP, MS SharePoint, Informatica, MS Applications - Visio, Office, Project, etc.
• Managed the design, analysis and implementation of Providian Financial’s Intervoice IVR port capacity expansion projects.
• Implemented a multi-node Intervoice (MNM-D) software distribution utility to push IVR software to multiple IVR’s at multiple locations from a central location.
• Wrote business justification for Providian Financial’s Resource Allocation Committee (FRC) document and received approval for $7/MM to purchase additional Call Center Infrastructure.
• Hired and trained staff to support a 24/7 operation with a consistent SLA of 99.995%

Confidential, San Francisco, California

SENIOR IVR SYSTEMS ENGINEER

Responsibilities:

• Managed the development of operational systems and remote application software support for Providian’s Call Centers.

• Engineered Providian’s Nortel IVR Replacement project which installed Intervoice IVR’s in place of the old Nortel IVR’s.
• Re-designed the host interface for the IVR’s to replace 56K modems with Token-Ring LAN TCPIP based interface.
• Managed the replacement of old IVR hardware and software with the new Intervoice FoneRac 510 &520 IVR’s and Microsoft Windows NT/2000 operating systems
• Wrote IVR application Functional Specifications document from applications business rules created by the business units.
• Installed and configured IVR ports connected behind Nortel Option 81-C PBX with Line-T1’s with D4 AMI protocols.