SUMMARY:

• Highly skilled, hands - on Senior Telecom Project Manager with proven track record as lead technical individual developing, implementing, supporting, and guiding teams to roll out small, medium and large telecom projects.
• In-depth expertise collaborating with business units to gather requirements, and design routing strategy utilizing different technologies such as Genesys 7.x, 8.x composer, and IRD as well as Avaya vector routing, Siemens PBX and ACD routing and Aspect ACD.
• Well versed in many different call recording platforms such as NICE and Verint, built IVR strategies in GVP, Confidential cloud VSS as well as Confidential and Confidential cloud routing strategies.
• Manage project initiatives, create and implement project plans. Leader, able to train and mentor staff to ensure corporate goals are met - and exceeded.
• Recommend policy, procedure and standards change to conform with enterprise objectives.
• Excellent communication and interpersonal skills, create and deliver compelling presentations to C-Level Executives, work well independently and under pressure in diverse environments.

TECHNICAL SKILLS:

Platforms: Genesys Call Center, IVR, CTI, RTA/WFM, VXML Studio, Siemens, Avaya, Aspect, Cisco VoIP

Routing Technologies: Avaya, Siemens PBX, Call Center, InterVoice

Recording Platforms: Mercom, Airtel, Witness

Networks: WAN, LAN, DNS, Routing, NAT, Web Traffic, Email Traffic

Additional Skills: Blue Pumpkin, Verint, Telecom Systems, Microsoft Win 2K, XP, Server 2000, Server 2003, Advanced Server 2003, Server 2008, VMWare, Citrix, SQL, SMS, Desktop, Server Hardware, Lotus Notes, Domino Server, Fax Server

PROFESSIONAL EXPERIENCE:

Confidential, Pennington, NJ

AVP Level Genesys Designer/Development specialist

Responsibilities:

• Work closely with business units to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and work closely with Project Management and Development teams in the implementation of solutions
• Analyze requirements, developing detailed designs for implementation of technical work, defining implementation and testing procedures.
• Analyze the performance of the user interface with regards to metrics and caller experience, and recommend specific changes to improve client satisfaction and transaction completion.
• Act as a subject-matter expert in the Contact Center Domain for IVR and Call Routing.
• Provide in-depth technical knowledge and troubleshooting skills for IVR applications and Contact Center Routing.
• Facilitate the coordination of Contact Center projects by acting as the liaison between the business users/stakeholders and various systems groups

Senior Network Operations Advisor/Telecom Routing TOC Liaison

Responsibilities:

• Senior Advisor, Primary Technical Lead and TOC for all Telecom Call Center routing issues and outages for enterprise.
• Authored “Critical Enhanced Root Cause Analysis” process that brought resolutions to complex outages and system improvements and resulted in easier to understand and manageable processes.
• Authored “Anthem’s Technology Crisis Response” process that resulted in quicker response time and faster crisis resolution.
• Trained both user and technical community on purpose and procedures of critical outage communication to enterprise.
• Analyzed continual outages to call centers by trends and root cause, recommended core server platform change that resulted in fewer outages.
• Primary source of status briefings to Executive IT leadership during crisis and critical incidents.
• Co-authored “Data Center Disaster” planning strategy that provided better resiliency and faster recovery for major outage.
• Proactively monitor enterprise wide systems for stability and potential issues.
• Senior lead and primary liaison for priority 1 and 2 outages, recovery efforts for all high priority outages, ensuring fastest recovery and root cause are completed; making sure effective communications disseminated to SLT level personnel.
• Work with teams to manage upgrades to ensure systems are within company’s requirements for redundancy and failover.
• Daily/monthly/quarterly reporting on systems health, outages, MTTR, overall IT performance.

Senior Team Lead/Developer Advisor

Responsibilities:

• Provided daily routing and system support for nationwide telecom network in diverse environment consisting of Avaya, Cisco, Aspect and Siemens PBX with Genesys and Confidential NGSN for call routing logic.
• Created weekly status report and roadmap guidance to Senior Management.
• Supervised 13 on-shore and 12 off-shore support service technicians providing daily enhancements and changes to call center routing strategies requested by business units as well as outage support and resolution resulting in improved turnaround of projects and quicker resolution to issues.
• Designed and advised future technologies and upgrades to maintain a strategic place in marketplace.
• Researched and made recommendations to management team on new technologies that would enhance workflow and stability.
• Worked with vendors to provide ROI and cost saving proposals.
• Maintained ITIL standards within Lights On Department to build and follow procedures within day to day running and stability of call center routing systems.
• Managed platform upgrades and enhancements from Genesys software upgrade, moving from Windows server to LinuxOS.

Telecommunications Manager

Responsibilities:

• Restructured, maintained and managed telecommunications including contract negotiations.
• Utilized best practices to reconfigure Siemens VoIP switches across 4 regional locations in NY, NJ and PA to ensure continuous operation.
• Upgraded and maintained Siemens 4000 VoIP switch and 7 remote shelves.
• Responsible for fully designing, coding, building the hardware and rolling out call center and other telephone related hardware and software for enterprise.
• Saved approximately $154,000 annually in long distance and regional calling costs by redesigning and implementing companywide dial plan for on/off network routing.
• Restructured 2 call centers for uniform and skills based routing, enabled accurate statistics for daily calls records.
• Designed and implemented cross platform connections from Siemens to Cisco CME for trunk routing using SIP protocols.
• Managed 6-member team and established best practices for better daily operation among personnel.
• Reduced costs by 1/3rd and obtained better records management through contract renegotiation with long distance and local providers.
• Standardized MAC procedures and security access to systems.

Telecommunications/Call Center Engineer/Project Manager

Responsibilities:

• Maintained and managed complex telecommunications platforms including Aspect ACD and IVR systems, Genesys call routing and IVR solutions as well as VoIP and corresponding desktop and server environments for supplied applications.
• Designed, built, and maintained call routing applications and IVR systems using Nuance speech engine and VXML scripting for IVR development.
• Used Genesys to design outdial promotional campaigns targeted to customers.
• Programmed integration of desktop applications using VXML and CTI.
• Managed large and small scale projects for multiple call centers and business lines including budget analysis, recourse scheduling and managing timeline for successful and on time completion.
• Provided daily operational support for real time applications used for call center operations.
• Assisted in restructuring and development of best practices and procedures to ensure smooth daily operations and ongoing support of Call Center Technology operations division for PPLHardware and software platform upgrades and maintenance (Servers, IVR, PBX).
• Managed large and small initiatives for various departments within Call Center environment ranging from full system upgrades to call routing design and reporting.
• Additional Professional Experience includes Merrill Lynch/AT&T and Guardian Life Insurance