OBJECTIVE:

Looking for a technology position where I can bring my expertise to enrich the experience of both the customers and the business in the most efficient manner.

SUMMARY:

Information Technology professional with over 25+ years of experience in the contact center industry. Strengths include expertise in developing and maintain strong internal and external customer relationships, in - depth implementation and project management of large applications and systems, resolution of technical and operational issues.

EXPERTISE:

Project Management

Cisco PCCE/UCCE - 10.5.2

Cisco Unified Communication Manager - 10.5.2

Cisco Voice Portal - 10.5.1

Cisco Finesse/CTI Screen-pop/Gadgets - 10.5.1

Cisco Unified Intelligence Center Reporting - 10.5.1

ACQUEON LCM(List Contact Manager) - 3.3.1

Nice WFM 6.4.3 and Interaction Management - 4.1

Cyara Customer Interaction - 6.2.0

Configuration and Change Management

Empirix Hammer CallMaster and OneSight

IVR Quality Assurance Testing

EXPERIENCE:

Confidential, Yonkers, NY

Team Lead

Responsibilities:

• Manage the Development and Quality team that supports the Cisco’s PCCE environment. Support over 90 lines of business on our Cisco Voice Platform using a dynamic call flow framework through the use of java and XML configuration files.
• This includes speech enabled applications that support eligibility/benefits, scheduling and prescription renewal request.
• The scheduling application allows patients the ability to confirm, cancel and change current appointments.
• Both the scheduling and prescription renewal application interfaces with the hospitals EPIC EMR system through real time transactions with medical professionals throughout the health system.
• Designed/implemented the reporting strategy for the IVR reporting for the new applications that have been developed.
• Lead a team of in house telecom engineers that were responsible for all adds/moves and changes.
• Implement Confidential Unify softphone to support 150 work from home agents as well as 325 desktop users.
• Responsible for ordering of new telephony circuits as well as vender management of our telecom carrier.

Telecom Engineer

Confidential, Yonkers, NY

Responsibilities:

• Responsible for all adds/moves and changes for 3 Confidential ACD systems supporting 50+ lines of business with over 500 users.

Confidential, Salt Lake City, UT

Support Engineer

Responsibilities:

• Develop Call Control Tables and eFlows to support business requirements for customer’s data directed routing requirements.
• This was accomplished with working with Confidential Call Center 9.3 and Contact Center 6.3.

Confidential, Salt Lake City, UT

Developer/Administrator

Responsibilities:

• Develop and maintain Empirix CallMaster test scripts for 23 locations that were used to test and monitor the health of the Voice Self Service Systems (IVR’s or Interactive Voice Response Systems) hosted on VXML, Edify and Conversant platforms using both speech and touch tone options.
• Both health care members and providers used these applications.
• Administer the OneSight application so that it could send out notification via e-mail and SNMP trap alerts.
• Initiate and manage the triage of trouble ticket calls once an issue had been identified with one of the voice applications.
• Manage the interactions with Empirix to trouble shoot and resolve issues with the tool used during the testing process.

System Quality Assurance Advisor

Confidential, Atlanta, GA/Salt Lake City, UT

Responsibilities:

• Quality Assurance Advisor responsible for the administration and support of IBM’s Rational ClearQuest tool used during the software development life cycle.
• Performed system administration and development for IBM’s Optim Integrated Data Management to support the strategic goals for Confidential to reduce the overall data storage cost through data archiving and improve the testing process with better test data management.
• Worked closely with the system and user acceptance testing teams to improve the delivery of applications and reduce defects through the tracking of defects and requirements.
• System Administrator and Development of test scripts used to test and monitor the health of the Voice Self Service Systems used by both health care members and providers.
• Interfaced with IBM and Empirix to trouble shoot and resolve issues with the tools used during the testing process.
• Quality Assurance Testing for IVR and CRM Desktop applications.

IT Site Lead / Analyst

Confidential, St. Louis, MO

Responsibilities:

• Managed the interactions and communications between the business unit and IT.
• Monitor application status for agent desktop and IVR’s and escalate issues in production as needed.
• Act as the intake point for new enhancement requested for application changes, and then following it through to the deployment of the request.
• This included managing the meetings associated with requirements gathering, technical requirements and then through the testing process.
• Recognize opportunities for improvement of current applications and coordinate these changes.
• Act as project manager for the implementation of Genesys, IVR, CTI and in house CRM applications.

Confidential, Las Vegas, NV

Operations Manager

Responsibilities:

• Manage a team that supported the Confidential ACD as well as developed schedules and call forecast for a 275-seat call center using Aspect’s EWFM.
• Ordered T1’s and maintained inventory of voice T1’s for both local and long distance.