SUMMARY:

• Over 15 years of technical experience developing and managing successful telephony & internet systems implementations, integrations, business analysis including inbound, outbound, multi - media customer interaction management.
• Broad technical knowledge combined with outstanding leadership ability and creative problem solving skills.
• Growth and Fortune 500 companies. Start-up / Restructure / Process Improvement.
• All systems / software engineering lifecycle phases.
• Multiple technology domains (mainframe, midrange, desktop, hosted/Cloud).
• Technologies using platforms such as BMC/Remedy, Oracle / Siebel, Salesforce, Aspect, Genesys, PureEngage Cloud, Pureconnect ININ, GVP, Avaya, Nuance, Empirix Hammer Edge, Cisco, NICE/WFM, voice/screen recording. 3+ years Java and Java Script development integrations.
• Many SQL / Oracle DB and data analysis tools.
• SQL and systems integration experience. Web traffic analysis / reporting. SIP, VOIP and TDM technologies.

PROFESSIONAL DEVELOPMENT:

Genesys 8.x to 8.5

CCNA

Java / JavaScript

Oracle and Sequel DB development

XML unix OS and scripting

Mitel, EADS TELECOM / Intecom Telephony Systems Certification

Aspect Communications Systems

Salesforce Integrations

Siebel - Development and Administration

Remedy - Development and Administration

Broadbase - Development and Administration

PROFESSIONAL EXPERIENCE:

Confidential, Memphis, TN

Lead Systems Engineer

Responsibilities:

• IVR Design and Analytics.
• Web Services Integrations and support.
• Genesys Pureconnect development tools for administration and development support.
• SQL Query for reporting and analytics.
• Software assessment for purchase requests from various departments.
• Testing and post implementation support.
• SLA verifications for 150 separate applications.

Confidential, North Dallas, TX.

Technical Consultant

Responsibilities:

• Nuance Speech Recognition development.
• Nuance Management Station.
• Mostly improvements and maintenance plus defect repair. Back office Customer interaction analytics.
• IVR Design and Analytics.
• Web Services Integrations.
• UltraEdit and Eclipse tools for development.
• SQL Query for analytics.
• Testing and post implementation support.

Confidential, Hartford, CT.

Senior Manager

Responsibilities:

• Architecture, Requirements Definition, Development through Testing, Documentation & Maintenance.
• Genesys PureCloud Engage implementation projects.
• Designer Connect development, ECMA Code, JSON. IVR Design and Analytics.
• Web Services Integrations. Genesys GIR IVR recording integration.
• Workforce Web desktop development.
• Customer interaction analytics. Java and JavaScript, UltraEdit and Eclipse development with Confidential and Salesforce integrations.
• SQL, Oracle Databases Integrations. Post implementation support. Account Management.

Confidential. AR, OK, MS

Project Lead

Responsibilities:

• Requirements definition through Testing and documentation. Post implementation support.
• ETL for Point of Sale Systems Data Analytics, Data Management, Test Data Validation, Inventory Systems, Supply Chain Management.
• Accounting Management.
• Troubleshooting, Reporting, Process Improvement, Sales Traffic Analytics.

Confidential, Charlotte, NC

Responsibilities:

• Data analysis, configuration, reporting and cleansing. Remedy Development and Administration, Genesys 8.1, GPlus Adapter for integrations, GVP, Aspect, Avaya, and Cisco integrations to NICE / IEX Workforce Management. Data reporting & integration. Post implementation support & maintenance.
• Cisco UCCE. Daily issue resolution & maintenance efforts. Java training, Eclipse.

Confidential, Austin, TX.

Technical Lead

Responsibilities:

• Data Mart, Interactive Insights, Server Configurations, Stats, Thresholds, Troubleshooting. Design / Development / Test Planning / Implementation.
• Interfaced with business stakeholders, cross functional teams and IT partners. Day to day operational telephony and multimedia setup, collaborated with other Confidential business units on joint projects, and execution of projects to improve and evolve the contact center operations.
• Projects utilizing a variety of hardware and software technologies including new feature/functionality modifications to existing infrastructure.
• Represented current telephony and multimedia solution to project teams, business partners and other divisions.
• Worked with internal teams to define project requirements and expectations as telephony subject matter expert.
• Cyara Quality Assurance test tool.
• Developed Test Plans and performed user acceptance testing on telephony multimedia environment and routing solutions.
• Lead project, setting priorities, measuring progress and reporting to business stakeholders. Worked with peer groups to determine how project may impact others, influence work efforts and priorities of global cross-functional teams.
• Subject matter expert from contact center operations teams to other projects across the business.
• Defined unified contact center strategy and operations across multiple business units and countries.
• Served as contact center admin for routing and reporting changes within voice or multimedia solutions. Interactive Analytics for building new monitoring and reporting solutions.
• Identified, tracked, managed and resolved technical issues and risks while communicating with business and technical channels.
• Developed lab environment solutions with Genesys Composer / Orchestration 8.1, ORS, GVP.

Confidential, Plano, TX

Systems Engineer

Responsibilities:

• Very large Aspect ECS, ACD Infrastructure development.
• Web applications for system configuration/maintenance.
• NICE/IEX Call Recording / storage / retrieval.
• Data management using TOAD, Oracle, SQL Server development for data analysis, optimization, reporting and cleansing.
• Aspect Workforce management maintenance.
• Empirix Hammer quality assurance. G5/Callmaster. Integration to Genesys for financial business units.
• Many midnight hours invested in training and managing off-shore associates.
• Genesys Rules Engine. CDR analysis for troubleshooting. Sharepoint Development.