SUMMARY:

An accomplished Lead with over 14 years of experience of demonstrated success in SDLC(Software Devlopment Life Cycle) in interative (Agile and Scrum) and Waterfall model. Black - box/Regression testing, troubleshooting and implementing solutions that improve business functionality and possess diversified technical background with enterprise systems and contact center/CRM solutions. Excellent management, leadership and organisational skills with an ability to oversee and lead individuals while ensuring timely completion of project deadlines all while remaining on or under budget. Strong business knowledge of Contact Centers including contact center processes, procedures, and technologies. Dynamic and innovative problem solver with excellent communication skills who works well under pressure and enhances the productivity of the team.

TECHNICAL SKILLS:

Gen esys Framework, Tservers,SIP

Gene sys Reporting, ETL, CCA CC Pulse+, Pulse

Genesys Routing/IRD/ORS

Genesys WFM

Genesys IEX Gplus

Genesys Agent Desktop

NICE WFM

Wallboard ( Display5, Centragistic)

CTI

Nuance Voice Biometrics

MSSQL

Genesys Outbound Contact

Solutions

PBX Switches (Avaya, NortelAspect, Symposium,Cisco)

Genesys IVR

Genesys Infomart/GI2

Verint

Aspect Dialer

Incident Management

Leadership & Teamwork

Communication Skills

Change Management

Project Management

WORK EXPERIENCE:

Lead Application Developer

Confidential

Responsibilities:

• Responsible for consulting, proposing design, delivering and supporting Genesys and various contact centre solutions.
• Subject matter expert in upgrading, migrating, implementing and customising contact center applications and databases.
• Worked closely with business partners and vendors to ensure there is full transparency of the upcoming projects/defects.
• Managing, coaching, coordinating and executing quarterly Disaster - Recovery exercise across BMO channels Technology & Operations.
• Manage changes and deployments across BMO channels group to ensure there is clarity and full transparency to any cross impacting changes touching contact centre and BMO channels systems.
• Recruiting and training new employers and delegating tasks among team members.

Senior Application Developer

Confidential

Responsibilities:

• Proactive 24/7 support & maintenance and working on ongoing investigation for Production, QA & development environment.
• Designing and deploying M&I and Harris integration at US BMO contact centres.
• Responsible for design, build, deployment and maintenance of various Genesys solutions in lab and QA environment.
• Provide regular updates to business partners on latest change records & production issues.
• Upgraded all Genesys applications across BMO environment and performed regular checks and verification on maintenance activities.
• Successfully executed contact centre Disaster-Recovery and performance tests for over 25 applications. GAD Performance testing with Empirix(third party) for Diners and Direct Banking line.

Genesys Technical Analyst

Confidential, Saint John, New Brunswick

Responsibilities:

• Testing, replicating customers issues, Intense Research ; troubleshooting,tracking, testing, replicating complex issues, and resolving all Genesys applications while building and investigating Strategies involved in Telecommunication Industry.
• Maintain the ownership of all issues assigned and help drive resolution to the expressed satisfaction of the client.
• Work closely with support engineers, Professional Services, QA and other support groups.
• Proactively identify areas for improvement in Genesys CTI solutions delivery and support.