SUMMARY:

• Creator of Genesys Routing Engine (GRE) and Master Routing Grid (MRG)
• Contact Center Solutions Architect
• Call Center Assessment, Requirements, Architecture, Design and Deployment.
• CTI Framework, Routing and Reporting
• CRM / CTI Project Management
• Fast track Hands - On Contact Center Solutions Architect successful in designing, deploying and supporting large-scale multi-site & multi-channel Contact Centers and CRM solutions. Over 26 years CTI, CRM and Business Analysis experience

TECHNICAL SKILLS:

Languages, Software and Platforms: Genesys, Cisco ICM, Siebel, PeopleSoft, Avaya, Nortel and Aspect. C, Pascal, FORTRAN, Basic and Assembly MS Office, MS Project, Visio, PowerPoint Windows, UNIX, SUN, MAC, VAX, 3COM

PROFESSIONAL EXPERIENCE:

Confidential - CA

Senior Contact Center Solutions Architect

Responsibilities:

• Cisco UCCE pre-sales.
• Genesys SME.

Confidential - CO

Senior Contact Center Solutions Architect

Responsibilities:

• Coordinated and established Genesys partnership for Eventus.
• Genesys SME.

Confidential - IA

Senior Contact Center Solutions Architect / Lead

Responsibilities:

• Engineered and managed Genesys solutions for XO clients including working with vendors and third party service providers
• Analyzed and solved Genesys installation and configuration issues
• Managed clients’’ RFP’s, SOW’s and SDLC’s
• Analyzed and solved deep-rooted Genesys configuration and routing issues
• Worked with Yahoo’s business, IT and carrier to transform Yahoo’s contact center and enhance customer experience including proper queuing and workforce sizing
• Designed, developed and implemented configuration based Genesys Routing Engine (GRE) and Master Routing Grid (MRG) allowing for dynamic business rules changes
• Conducted knowledge transfer and sessions
• Leading Transera’s advanced technical contact center solutions and influencing Transera’s technology and product direction
• Leading cross functional teams in customer related projects of high technical complexity
• Leading customer driven efforts to marry emerging technologies with product capabilities
• Involved, as well as hands on, in both pre-sales and post-sales solution architecture & implementation
• Confidential / FairPoint Communications:
• Engaged by Confidential to lead the deployment of Siebel CTI Toolbar (GPlus Adapter)
• Assessing Genesys call center environment, gathering business requirements, creating specifications and design documents in addition to customizing Genesys Softphone material
• Designed, developed and implemented list-objects-based Genesys Routing Engine (GRE) and Master Routing Grid (MRG) allowing for dynamic business rules changes
• Managed vendors and local resources
• Trained CTI consultants and Confidential telecom engineers

Confidential - CA

Manager - Contact Center Expert

Responsibilities:

• SME - Contact Center Technologies

Confidential - San Ramon, CA

Contact Center Architect

Responsibilities:

• Lead Siebel CTI integration and migration from Genesys platform to Cisco ICM
• Virgin Mobil / Sprint CTI merger migration and Siebel enablement
• Proof of Concept, Unit Testing, UAT, Deployment and Production Support
• Replaced Aspect Concerto Outbound Dialer with Genesys Outbound Dialer
• Genesys SIP server / Genesys Stream Manager, Media Gateway and Nortel PBX
• Worked with each business unit and created requirements and design specifications.
• Architected, designed, installed, configured, deployed and supported Genesys Outbound solution for multiple AAA business units (Direct Sales, Customer Retention, Collections, Special Events, Auto Purchase and others)
• Worked with businesses and DBA’s to auto-generate calling lists and campaigns.
• Hired external softphone developers and managed adding outbound features such as screen pop, call disposition and preview dialing (requirements, design, testing and deployment)
• Guided business units on best campaign configuration and industry best practice.
• Served as contact center advisor for business and technical resources on contact center topics (SIP, PBX, IVR, CRM, Softphone, reporting, stat tickers and others)

Confidential - NJ

CTI Solutions Architect

Responsibilities:

• Technical lead and hands-on Genesys and Cisco ICM deployment for clients such as Harland Clark, Nationwide, Confidential, Fifth-Third Bank, Diner’s Club, DHL, TXU and others.
• Business requirements, Technical Design, Deployment, Configuration, Routing, Unit Testing, Multi-site routing, Vendor Management and Support

Contracts

Contact Center Architect

Responsibilities:

• Integrated Genesys CTI with Siebel CRM application and IVR across 33 call centers.
• Successfully gathered business requirements, created infrastructure design specification and translated into skill based routing
• Hired and trained another resource to implement one of Genesys first GVP deployment.
• Trained internal resources to provide CTI and IVR support
• Architected and deployed multi-site & multi-skills Genesys contact center solution.
• Skill-based / priority based call routing
• Conducted Genesys sessions and created Documentation & Manuals

Confidential - NYC

Contact Center Architect

Responsibilities:

• Gathered business requirements and architected World Trade Center support center after the 9/11 move from WTC building to Hoboken, NJ
• Avaya PBX, Cisco Call Manager, Cisco IVR, Cisco softphone and Cisco reports
• First Siebel 7.5, Genesys 6.5, Genesys G-Plus and Avaya R11 CTI / CRM integration.
• Avaya R11 configuration, Genesys 6.5 Deployment, configuration, scripting and integration

Confidential - GA

Manager

Responsibilities:

• Contact Center and CRM engagements Manager in the Communication and Content practice of KPMG-Consulting. Focused on improving the use of new world contact center technology and customer relationship management (CRM) tools to increase the customer experience and revenue opportunities
• Responsibilities included call center assessments, CRM pre-sales support, Call Center architecture, project management and staffing, customer relationship management, vender management and developing end-to-end contact center and CRM products and professional services solutions
• Managed a number of ICM projects with Siebel and PeopleSoft CRM for government and fortune 500 clients
• Interfaced with internal Product Development and System Integration teams to coordinate delivery of CTI/Web components
• Provide technical support to junior team members
• Architect CTI and Web solutions for start-up and well-established firms
• Acted as technical lead to customers, business partners and internal resources

Confidential - SF, CA

Principle Consultant / Project Manager

Responsibilities:

• Call Center assessment, gap analysis, architecture, requirements, implementation and support
• Managed CTI projects (Call Center Strategy, Integration, Configuration, Deployment and Support) for major US Talco’s (AT&T, Lucent, MCI, Sprint, Confidential, Pac Bell Wireless, BellSouth, Ameritech, Bell Atlantic)
• Inbound, Outbound, Intelligent & Network Routing, e-Business applications, Historical reporting, Custom Servers, Email, Chat, Web Callback, Co-Browse, VOIP and Voice Treatment Options

Confidential - Chester Springs, PA

Chief Operating Officer, Project Manager, Business Analyst

Responsibilities:

• Major industry leader in alternative networks and international marketing of equipment solutions and international long distance (Callback) services
• Analyze competitions product, which included studies in other countries.
• Managed development of the CTI (IVR, ACD and user menu) application and voice/data system (design, implementation, marketing and managing callback platform)
• $30M annualized revenues (income contributions from subsidiaries/joint ventures)

Confidential - San Jose, CA

Project Leader / Software Engineer

Responsibilities:

• Managed a group of software engineers developing MS Windows and UNIX based CAE (Finite Element Analysis and Interactive modeling program)
• Focus was on machine independent GUI, debugging, QA, graphic display and animation.
• Ported the software from the MS Windows to UNIX under