Sr. Member Technical Staff Resume

SUMMARY

Technical professional offering 20+ years’ experience developing new and enhancing existing applications and system code.
Advanced training and certification in several ACDs, with knowledge of Genesys, Rockwell, Avaya, and Aspect automatic call distributors, as well as interface experience with Cisco ICM telecom routing. Extensive routing development expertise in contact center solutions involving voice, IVR and multi - channel.
Versed in call concentrator infrastructure and data, with proficiency in troubleshooting complex issues with configuration/management layers, routing layer, SIP and NCQ platforms.
Mastery in navigating and supporting interoperability between SIP vendor solutions. Subject matter expertise regarding enterprise telephony and contact centers.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Confidential

Sr. Member Technical Staff

Responsibilities:

Performed cloud computing coding for call routing using LAA and MED, with custom designed variables to better load balance all call centers for each department.
Key player in all sites’ cloud migration; built and ramped up platforms for load balancing and extended support to accommodate expansion.
Facilitated introduction of new ICM call routing architecture, design, load balancing systems, pre/post routing with VoIP, as well as maintenance/support with existing call centers.
Provided support and maintenance on 3 rd party vendor ACD and ICM call routing, gathering and sending IVR data with voice to agents’ desktops.
Led implementation of ICM for all Verizon Financial Services debts, which was heavily documented for handoff to support teams.
Utilized post-IVR variables to expand Customer Service to host of sub-CS category call types. Worked with team to document changes for handoff.
Trained colleagues on new call routing builds, as well as day-to-day operations and cloud computing functions involving ICM coding and scripting, and interfacing ICM with ACD/PBXs. Coached on process involving cloud-owned TFNs routing into ICM, load-balanced to IVRs, then back into ICM with IVR variables to determine call type, then post-routed back out to ACD/PBX with VoIP for CTI screen pop at agent’s desktops.
Traveled to assist with new site operations and setup of all ICM call routing architecture.