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Senior Crm Integration Consultant Resume

PROFESSIONAL PROFILE:

  • 15 years experience building Contact Centers and Confidential solutions in the Confidential, insurance, healthcare, Confidential, government, and new media sectors.
  • Developed Confidential strategy for several of North America’s largest corporations.
  • Managed the design and implementation of call routing/reporting and Contact Center transformation and outsourcing solutions throughout the US, Canada and Asia.
  • Expert knowledge installing and supporting Confidential infrastructure and all components of the Confidential suite on Linux, AIX and Windows platforms.
  • Successfully transitioned Confidential environments from vendor professional services to internal and offshore teams
  • Developed Contact Center applications which integrate Confidential with Siebel, SAP, Salesforce.com and Peoplesoft CRM, IVR, PBX, Call Routing, WebChat, VirtualHold, LDAP and Quality Call Monitoring using Nice and Verint
  • Built and maintained Confidential Call Reporting infrastructure with SAP Business Objects
  • Strong background integrating Contact Center technologies on Nortel, Avaya, SIP, Cisco, Alcatel, Aspect, and Siemens switches

SKILLS MATRIX:

  • Systems Analysis and Design
  • Confidential Architecture
  • Business Discovery
  • Call Flow Analysis
  • Project Management
  • Change Management
  • PCI
  • Risk Analysis
  • Technical Audit
  • Contact Center Security
  • Deployment Planning
  • Incident Management
  • Defect Resolution
  • Test Planning and Coordination
  • Siebel 6/7/8
  • Salesforce.com
  • SAP ERP
  • Peoplesoft
  • Avaya
  • Alcatel
  • Rockwell
  • Nortel
  • Aspect
  • Siemens
  • SIP
  • VoIP
  • Cisco CUCM
  • IP Networking
  • Cloud Computing
  • F5
  • SBC
  • LDAP
  • UNIX/AIX/LINUX
  • SaaS
  • Solaris
  • Websphere
  • Apache Tomcat
  • IIS
  • DirectTalk IVR
  • Periphonics IVR
  • Edify IVR
  • Intervoice Brite IVR
  • Virtual Hold
  • Nice, Verint (Witness)
  • SpeechWorks
  • Nuance ASR
  • HPQC
  • Oracle
  • Microsoft SQL
  • Confidential DB2

PROJECT/WORK EXPERIENCE:

Confidential

Senior CRM Integration Consultant

Responsibilities:

  • Technical Lead on Confidential 8.1 Framework, eServices, GVP, Routing, Reporting (Pulse, GIM, GI2), IWD, IWS Agent Scripting installation on Linux
  • Technical Account Manager during the design and implementation phases of Confidential 7.x/8.x
  • Tier 3 support for Confidential production issues within the enterprise
  • Administrator of Confidential contact center environment and established and maintained development, release, backup, source control and documentation processes
  • Install and configure Confidential 7/8 Framework, Routing, Reporting components at sites in the US and Canada
  • Install Confidential Gplus Adapter for Siebel 7/8, SAP and Peoplesoft to build screenpops
  • Advise customers on Gplus Adapter architecture and assist in the resolution of technical issues to improve latency and response times of Confidential Gplus Adapter
  • Develop Action Plans to implement recommendations of Security Audits using LDAP
  • Install Confidential Agent Desktop (GAD), Voice Platform (GVP), Integration Server (GIS) and validate end - to-end call flow and reporting using Confidential CCPulse and ICON
  • Perform technical call flow audits on Confidential routing environments and resolve call flow issues
  • Advise customers on Confidential Routing best practices

Technical Consultant

Confidential

Responsibilities:

  • Onsite Technical Consultant for large-scale Confidential implementation
  • Troubleshoot Confidential SIP and Reporting issues
  • Synchronize multiple Confidential configurations to support multiple vendor Confidential toolbars and Gplus adapters
  • Advise on Confidential Pulse, Workforce and GVP installations

Confidential, New York, NY

Technical Account Manager

Responsibilities:

  • Onsite Confidential TAM/CXM for major US Confidential and Internet supplier
  • Provided technical expertise for Confidential 8.1/8.5 CIM Framework, eServices (Chat and Social Media), Routing, IWS, Reporting, LDAP on Linux 5/6
  • Advised Senior Management on Confidential architecture best practices as well as best practices for upgrades, environment control and administration
  • Managed escalation of critical production outages with Confidential Care and follow-thru to root cause determination
  • Worked with Business Units to successfully resolve defects (Reporting, Routing, IWS, Social Media) so that the Confidential solution properly addresses business requirements
  • Worked closely with Confidential Engineering to ensure Feature Requests aligned with enterprise and desktop and cloud architecture
  • Created Confidential roadmap for Executives on Enterprise and Desktop Contact Center platform and advised on support levels and EOL for Confidential components
  • Advised on Confidential PCI compliance including risk analysis and data security for GVP

Confidential

Senior Consultant

Responsibilities:

  • Member of architecture team on contact center transformation and implementation project at Sprint World Headquarters in Overland Park, KS.
  • Design elements of contact center solution using Confidential 7.0
  • Architect reporting solution using Confidential Call Concentrator, CCPulse and multi-vendor PBX’s
  • Lead the build, test and implementation phases of Confidential reporting solution
  • Manage deployment of Confidential at outsourced contact centers in North America and Asia
  • Define security and failover architecture of Confidential components
  • Oversee documentation and initiatives for effective use of telephony technology
  • Present Confidential design, implementation and problem-resolution approach to senior management

Confidential

Lead Architect

Responsibilities:

  • Translate business direction and objectives and develop contact center technical strategy
  • Define options to improve contact center operations
  • Subject matter expert (SME) for integration of telephony environments and oversee the technical components and integration efforts
  • Review potential use of contact center technologies such as VoIP, IVR and Confidential
  • Evaluate specific vendor options for ACD, Call Recording, Imaging and Workforce Management
  • Review future technology impact of CRM and Workflow on contact centers
  • Oversee technical components and integration efforts in contact center projects
  • Perform cost analysis of implementing contact center recommendations
  • Present recommendations to senior management
  • Assist Gartner Inc. with technical and architectural information and act as SME during their engagement for contact center technical review

Confidential

Architect / Implementation Manager

Responsibilities:

  • Implemented virtual Call Center using Confidential 6.5, Siebel 6, Witness 6.2 and Direct Talk
  • Defined the contact center/ Confidential solution components to support 200 agents and estimated the hardware, software, services, and on-going costs for their implementation
  • Designed and implemented the integration of CRM with IVR and Confidential
  • Installed Confidential TServer, Interaction Router, CCPulse and CCAnalyzer
  • Configured Applets, Views and Screens in Siebel 6 using Siebel Tools and Siebel VB to support Call Center CRM application
  • Installed Witness 6.2 voice recording for Siebel Financial transactions
  • Designed routing solution to support multi-site virtual call center

Confidential

Confidential /IVR Developer

Responsibilities:

  • Maintain and enhance Contact Center Management System (GEO/EDGE) on AIX platform and Oracle database
  • Develop applications which network between mainframe, RS/6000 and IVR and call center on MVS, OS/2, AIX platforms
  • Support DT/6000 segmental voice recording for Contact Center Mutual Fund operations
  • IVR developer in DirectTalk/2 (DT/2) and REXX - Wrote new IVR application for Group Insurance applications
  • Member of call center virtual team to provide 24-hour technical support to call center technologies
  • Design and implement Y2K test plan for IVR application

Confidential

Programmer/Analyst

Responsibilities:

  • Maintain IVR application and act as technical consultant to call center
  • Recode and test mainframe COBOL modules for Y2K compliance
  • Design, code, test and implement applications in COBOL II, MVS/JCL, VSAM, DB2, SQL
  • Represent clients in residential real estate transactions
  • Perform all aspects of budgeting, planning hiring, and supervising of staff
  • Represent clients before Canadian Government boards and agencies
  • Represent major residential and commercial real estate developers
  • Negotiate and draft complex legal agreements
  • Articling student rotation in administrative, research, real estate, tax and corporate law departments

Confidential

Acquisition Specialist

Responsibilities:

  • Draft standard form contracts for the procurement of hardware and software

Confidential

Programmer/Systems Analyst

Responsibilities:

  • Design and implement national retailer’s inventory and purchasing control system in dBASEIII

Confidential

Technical Consultant

Responsibilities:

  • Confidential Subject Matter expert for Confidential 8.5 Framework, GAX, eServices and Reporting solutions
  • Advise on optimal migration and setup of Confidential Framework, eServices and Reporting components
  • Install and configure Confidential 8.5 Framework, GAX, GVP, ICON, GIM (Infomart), GI2 (Interactive Insights) and CCPulse with integration to SIP in multi-site environment
  • Advise customer on best practices to achieve cost-efficiencies on project development cycle, time-to-market and migration to multiple production and lab environments

Confidential, New York, NY

Technical Account Manager

Responsibilities:

  • Onsite Confidential TAM/CXM for major US Confidential and Internet supplier.
  • Provided technical expertise for Confidential 8.1/8.5 CIM Framework, eServices (Chat and Social Media), Routing, IWS, Reporting, LDAP on Linux 5/6
  • Advised on Senior Management on Confidential architecture best practices as well as best practices for upgrades, environment control and administration
  • Managed escalation of critical production outages with Confidential Care and follow-thru to root cause determination
  • Worked with Business Units to successfully resolve defects (Reporting, Routing, IWS, Social Media) so that the Confidential solution properly addresses business requirements
  • Worked closely with Confidential Engineering to ensure Feature Requests aligned with enterprise and desktop and cloud architecture
  • Created Confidential roadmap for Executives on Enterprise and Desktop Contact Center platform and advised on support levels and EOL for Confidential components
  • Advised on Confidential PCI compliance including risk analysis and data security for GVP

Confidential, Phoenix, AZ

Technical Lead

Responsibilities:

  • Technical Lead on Confidential 8.1 Framework, eServices, Routing, Reporting, IWD, IWS, Agent Scripting installation on Linux 5 and SFDC
  • Tier 3 support for Confidential production issues within the enterprise
  • Administrator of Confidential contact center environment and established and maintained development, release, backup, source control and documentation processes
  • Planned and implemented patching of all Confidential Linux and Windows servers in Development, QA and Production environments
  • Installed, upgraded and maintained Confidential 8.1 Framework, Routing, Reporting and eServices components on Linux and Windows
  • Built Confidential Infomart and Interactive Insights 8.1, SAP Business Objects 12 reporting platform portal
  • Designed and installed Confidential 8.1 chat, co-browse, MS Lync applications and integration to URS and IWS
  • Setup and troubleshoot integration of Confidential to LDAP, SSL and IWS using Salesforce.com
  • Successfully transitioned Confidential environment from vendor professional services to internal and offshore teams
  • Designed and validated HA solution using Confidential, SIP and Confidential SBC

Confidential - Toronto, Canada

Technical Lead for Confidential 8.0

  • Technical Lead on large scale migration to replace TDM contact center platform with Confidential 8.x Framework, Routing, Cisco CUCM (Call Manager), GVP, ICON/Infomart and CCPulse
  • Built, installed and maintained all components of Confidential infrastructure: Framework and Routing 8.0/8.1 on AIX 6.1 and Windows 2008 Platforms - including LDS, SIP, CUCM TServers, Stat Servers, Reporting Servers, Media Servers 8.1 and Confidential Administrator 8.1
  • Upgraded URS and GVP components - Media Server and Resource Manager with no defects
  • Debug Confidential routing strategies and resolve defects
  • Coordinated testing of Virtual Hold Technologies integration with Confidential components URS, GVP, CTIC and SSG outbound gateways
  • Lead effort to have F5 implementation certified by Confidential Tech Support
  • Planned and supported Confidential Framework, Routing and Reporting production deployments
  • Designed and validated HA solution using Confidential and F5 for multi-site contact centers
  • Managed Defect Resolution, Escalations, Incident and Change Management internally, via Confidential Tech Support and with Third Party vendors
  • Setup LDAP for Confidential Config Server and Interactive Insights access
  • Ensured all components of solutions architecture and configuration were documented and available on corporate repository
  • Developed solution to support RONA for Confidential Routing and Cisco CUCM TServer

Confidential

Technical Lead

Responsibilities:

  • Technical Lead and Confidential Subject Matter Expert for Gplus Adapter 7.1 to 8.0 migration
  • Confidential Subject Matter expert for Confidential Framework and Routing 7.6 and Outbound 8.0 solutions
  • Advise on Confidential CCPulse and CCA install and reporting setup
  • Install and configure Dialogic board interface with GVP and setup in Confidential CME
  • Upgrade to Crystal Report 8.0 and document upgrade steps
  • Support Confidential infrastructure, maintain and enhance stability of environment
  • Support Quality Assurance and Defect Resolution for Outbound Dialer and scripts to support calling list updates
  • Map channels for Verint integration to Confidential
  • Troubleshoot networking and database stability issues impacting Confidential solution

Confidential, Folsom, CA

Senior Integration Consultant

Responsibilities:

  • Install Confidential Gplus Adapter for SAP CRM 7.5
  • Integrate Confidential Gplus Adapter for SAP CRM with SAP CRM 2.0
  • Advise on setup of Integration Profile to enable screenpop in SAP CRM
  • Troubleshoot and validate telephony functionality and end-to-end call flow from Avaya PBX and IVR to Confidential Routing and SAP CRM via Gplus Adapter

Confidential, Denver, CO

Senior Integration Consultant

Responsibilities:

  • Develop Action Plan to implement recommendations of Security Audit for Hosted IPT Contact Centers
  • Assist customer in deployment of Confidential 7.6 Security Features in order to comply with security-related business standards such as European Data Protection Directive (EDPD), ISO 177999, HIPAA, PCI DSS
  • Manage enhancements to Confidential SIP Server 7.5 and GVP 7.6 infrastructure in order to ensure compliance with recommendations of Security Audit
  • Present Security Audit Action Plan and Exception Report to Internal Oversight Committee for approval

Confidential, Charlotte, NC

Senior System Integration Consultant

Responsibilities:

  • Technical Lead and Confidential Subject Matter Expert for Confidential CIM 7.6, URS 7.6, Reporting 7.6 and Gplus Adapter 7.5 deployments
  • Prepare Deployment Plan and assist customer with Release Management and Approval before Internal Oversight Board
  • Assist customer in resolution of post-deployment Confidential -related technical issues

Confidential, Topeka, KS

Senior System Integration Consultant

Responsibilities:

  • Conduct discovery sessions on Gplus Adapter integration with Siebel
  • Draft Business Requirements Document (BRD) and Technical Design Document (TDS) for Gplus Adapter and Siebel integration
  • Install Gplus Comm Server and Gplus Adapter Driver dll’s 7.5 and configure integration with Siebel 8.0/8.1
  • Setup and validate Siebel Confidential toolbar in Siebel 8.0 and 8.1 on Windows 2003 and 2008
  • Setup and validate Gplus Adapter/Siebel integration in lab, test and production environments
  • Support production rollout with Confidential Gplus 7.5 and Siebel 8.1 on Windows 2008
  • Assist customer with post-production troubleshooting and resolution of Confidential /Siebel integration and desktop issues

Confidential, San Bernardino, CA

Senior System Integration Consultant

Responsibilities:

  • Install and configure Confidential Integration Server (GIS) and StatServer 7.6
  • Test application and integration to Symon Wallboard
  • Prepare Documentation and User Manual

Confidential, Houston, TX

Senior System Integration Consultant

Responsibilities:

  • Install and configure Confidential Gplus Adapter 7.5 for SAP ERP in numerous customer sites
  • Install and validate SAP Binaries to support Gplus Adapter for SAP ERP
  • Configure Gplus Adapter for SAP ERP on Confidential CME and update options
  • Assist customer in UAT and production deployment
  • Troubleshoot post-production integration and desktop issues between Confidential and SAP

Confidential, Philadelphia, PA

Senior System Integration Consultant

Responsibilities:

  • Install lab for Confidential Gplus Configuration Component 7.5
  • Assist customer in validation of synchronization of agent data from Siebel in Confidential CME and database
  • Conduct sessions at customer site of Confidential Gplus Configuration Synchronization and Campaign Synchronization Components
  • Advise customer on configuration of Confidential Gplus Configuration Synchronization and Campaign Synchronization Components to map agent data to existing Siebel Hierarchy
  • Assist customer in Implementation Plan for Gplus Configuration Synchronization and Campaign Synchronization Components

Confidential

Senior System Integration Consultant

Responsibilities:

  • Conducted detailed review of Confidential /Siebel integration using Gplus, Siebel Confidential configuration command and events and Confidential media routing
  • Document findings after review and audit of Confidential /Siebel integration
  • Present findings and recommendations to customer

Confidential, Denver, CO

Senior System Integration Consultant

Responsibilities:

  • Installed and configured Confidential Framework and TServer 7.6 for Alcatel A4400/OXE
  • Installed and configured Confidential Historical Reporting Solution using Confidential Datamart 7.6 Datamart and CCPulse 7.6
  • Installed and configured Confidential Realtime Reporting Solution using CCPulse 7.6
  • Install Confidential Interaction Router 7.6 and configured test routing strategy
  • Setup reporting templates to support Datamart and CCPulse
  • Install and configured Confidential Agent Desktop (GAD) 7.6 and integrated desktop with routing and reporting solution
  • Validate and troubleshoot database and firewall issues
  • Provided onsite support for customer for UAT

Confidential

Senior System Integration Consultant

Responsibilities:

  • Define Routing Architecture for migration from Nortel Symposium to Confidential Universal Routing 7.6
  • Lead discovery sessions with customer technical team and business managers
  • Assist customer in converting Routing Business Requirements into High-level Routing Architecture
  • Map existing call flows to Confidential 7.6 Routing Strategies and subroutines using IRD
  • Assist customer in defining skillsets, agent profiles/groups and virtual queues to support WFM
  • Prepare Confidential 7.6 Routing Technical Design Document

Confidential, Chicago, IL

Senior System Integration Consultant

Responsibilities:

  • Installed and configured Confidential CS2000/MSL TServer 7.6 on AIX 5.x
  • Installed and configured Confidential IVR Server 7.5 on AIX 5.x with connection to MPS and Periphonics IVR
  • Performed system testing of Confidential environment and drafted test plans for deployment of MSL TServer and IVR Server
  • Drafted operations installation guides and deployment plans for deployment and validation of TServers and IVR Servers in business regions in North America and offshore
  • Provided onsite support during TServer and IVR Server implementations
  • Troubleshoot system integration and stability issues and post-deployment support
  • Designed solution with Gplus Adapter 7.5 for Peoplesoft CRM 8 on AIX 5.x
  • Installed and configured Confidential Gplus Adapter 7.5 with connection to Peoplesoft RENServer

Confidential, Tampa, FL

Senior System Integration Consultant

Responsibilities:

  • Installed Confidential Gplus Adapter 7.5 on Siebel 8.0
  • Installed and configured Confidential 7.5 Confidential connection from Siebel Confidential to Avaya PBX
  • Map functionality of custom Confidential driver DLL code from Confidential /Siebel 6 to Confidential /Gplus/Siebel 8
  • Resolved CRM telephony integration and desktop issues
  • Designed failover and load balancing architecture for Gplus Adapter on Siebel cluster
  • Configured Gplus/Siebel Confidential command and events to handle Agent desktop functionality and send AUX codes to switch
  • Validated changes to Citrix code to enable agent login
  • Trained internal developers on Confidential Gplus Adapter and Siebel Confidential configuration

Confidential, San Francisco, CA

Senior System Integration Consultant

Responsibilities:

  • Installed Confidential TServer for Cisco Call Manager 4.1 and 5.0 and integrated IP telephony solution with Siebel CRM
  • Installed Confidential Gplus Adapter 7 on multiple Siebel Application Servers and configured connection to Confidential 7.5, Nortel, Avaya and Cisco Call Manager
  • Configured Siebel Confidential Communication Administration component to integrate Gplus with Siebel and Avaya, Nortel and Cisco switches
  • Defined Siebel Softphone architecture including screenpop, communication servers and load balancing
  • Planned and coordinated Gplus Adapter and Confidential code migration Siebel dev to QA to prod
  • Designed and installed Gplus Adapter on Siebel clustered environment
  • Troubleshoot production environment to improve response times

Confidential, Bethlehem, PA

Senior System Integration Consultant

Responsibilities:

  • Upgraded Confidential 6.5 to Confidential 7.2 on AIX 5.2
  • Conducted assessment of Confidential 6.5 deployment and developed upgrade strategy to Confidential 7.2
  • Configured Confidential connection to Siemens Hicom/HiPath 4000 PBX via CallBridge
  • Configured Confidential Voice Portal (GVP) 7.2
  • System Test Confidential Solution - Confidential Framework, Routing, Reporting, GVP and Siebel Gplus
  • Developed and implemented Confidential 6.5 to 7.2 historical reporting plan
  • Update AIX platform and Confidential configuration to support changes in Daylight Savings Time
  • Set up Confidential and Reporting database Disaster Recovery site

Confidential, Philadelphia, PA

Senior System Integration Consultant

Responsibilities:

  • Integrated Confidential Multimedia WebChat 7.2 with Confidential Gplus 7.2 and Siebel 7.7
  • Developed Confidential Routing Strategies to support WebChat implementation
  • Advised customer on Web Chat and Voice Call routing strategies Best Practices
  • Resolve WebChat, Gplus, Confidential routing and Siebel call flow issues
  • Improve latency and response times of Gplus/Siebel screenpops
  • Develop plan to maintain Confidential routing during Siebel outage
  • Define Web Chat reporting Data Dictionary
  • Resolved screenpop issues in Siebel Gplus concurrent Confidential 6.5/7.0 environment
  • Configured Confidential integration with Siemens Hicom 300/HiPath 4000
  • Eliminated application freezing and dropped calls caused by Siebel Attach Data and GenComm7 errors
  • Developed Confidential 6.5 to 7.0 and Siebel 6 to 7 migration plan
  • Implemented Confidential Framework and installed Confidential Gplus Adapter to integrate with Siebel CRM
  • Completed Technical Design of Siebel Confidential and Confidential integrated solutions
  • Installed Confidential 7 Framework HA Solution
  • Installed Confidential Gplus Adapter 7 on multiple Siebel 7 Application Servers and configured connection to Aspect ACD
  • Configured Siebel Confidential Communication Administration component to integrate Gplus with Siebel and Aspect switch
  • Troubleshoot technical issues to ensure stable, seamless call flow from customer to agent desktop using Siebel Confidential
  • Configured Confidential and Siebel Confidential HA Solution for failover and recovery from backup that is transparent to the Contact Center Agent
  • Analyzed performance of Gplus Adapter and provided recommendations on how to improve response time of Siebel Confidential toolbar and screenpops
  • Resolved technical issues involving internal transfers to ACD and Routing Points
  • Configured Siebel Confidential to connect to Outbound Dialing application using Siebel Confidential toolbar and Gplus Adapter

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