Consultant, IT App Development Resume Des Moines, IA - Hire IT People

SUMMARY

Genesys Inbound Call Routing Specialist
Genesys Tier 3 Support Specialist
Requirements Analyst, Technical Specialist and Application Support Lead
Toll free routing specialist
Extensive experience with Genesys URS and, TServer, version 8.1, CME, CCPulse, Symon SES, AT&T Route It, Avaya CM

PROFESSIONAL EXPERIENCE

Confidential, Des Moines, IA

Consultant, IT App Development

Responsibilities:

Genesys Application Support Lead, providing Level 3 production support for multi - site Genesys and Avaya CM Advanced Routing environment
Facilitate and Document Transition to Run Support for Genesys project deployments
Subject Matter Expert for Genesys TServer, URS and Avaya CM
Minor enhancement delivery for Call Routing and CCPulse

Confidential, Jacksonville, FL,

Call Center Technology Specialist

Responsibilities:

Designed and built call routing solutions using Genesys Interaction Routing Designer, Configuration Manager and CCPulse
Delivered Genesys skill-based routing project
Validated new Genesys releases and call routing flows in lab environment
Developed and supported wallboard displays using Symon Enterprise Server and Design Studio
Developed Avaya ACM VDN and Vector configuration requirements for Spectrum to ACM call center migration

Systems Analyst

Confidential

Responsibilities:

Wrote Software Requirement Specifications and Use Cases for IVR, Genesys CTI, and Toll Free Routing projects
Created test scripts and executed system and integration testing
Managed front end configuration changes for Retirement IVR

Telephony Specialist

Confidential

Responsibilities:

Workforce Management Analyst

Confidential

Responsibilities:

Analyzed and forecasted call volumes for tri-site contact center
Integrated staffing information from TCS Workforce Management System and Spectrum Enterprise reporting for adherence reports
Series 7 and 63 registered
Call Center inbound agent
Provided investment information and processed fund transfers, loans and withdrawals for employer-sponsored retirement plan participants