SUMMARY:

Accomplished Computer Telephony Integration (CTI) engineer with success in design, development, and deployment of large - scale multi-channel contact center solutions. Recognized as a strong communicator with excellent technical and customer relation skills.

TECHNICAL SKILLS:

TELEPHONY: ACD/PBX Rockwell Spectrum, Avaya (ASAI), CISCO UCCE, Nortel Meridian (Symposium), Aspect ACD, EADS Intercom.

Software (CTI): Genesys 6.5 -8.x includes Framework, SIP Communication Server, Reporting/CC Analyzer/Call Concentrator, GPlus ADAPTER, IVR Servers/TServers, Voice Treatment Option, VIRTUAL HOLD, ROUTE REQUEST GATEWAY, Enterprise Routing Solution, Outbound Contact Solution, Internet Contact Solution, Genesys Agent Desktop (GAD), Universal SDK, ICS, integration with Siebel 7.8.2 Call Center CRM Application. cti skills genesys strategy design with IRD, ACD vector programming, genesys adjunct and third party integration (IVR, softphone, call recording)

IVR: Nortel MPS 1000, Edify, IVR Integration with I-Server Interface, Genesys Voice Platform EE

O/S's/Dbase: Windows NT/ 2000/2003/2008 , Sun Solaris8/9/10, unix, MSSQL Oracle v9i/10G, MS ACCESS

Development Tools: Visual Basic, HTML, Visual c++, Active X Toolkit, SQL DEVLOPER

WEB Skills: HTML, XML

PROFESSIONAL EXPERIENCE:

Confidential

CTI Solutions Developer/Consultant

Responsibilities:

• Analyze requirements and develop detailed design for implementation.
• Implementation, support and upgrade of Genesys in the enterprise which includes self-service, voice, multimedia, routing, and reporting solutions.
• Support all aspects of the Genesys Customer Interaction Management platform and associated infrastructure including troubleshooting, and providing corrective actions to resolve issues.
• Generate and update application and system documentation including implementation, testing, and integration procedures
• Supported enterprise 24x7 on call support
• Coordinate upgrades and maintenance, provide detailed reports to management on system status.

Confidential

CTI Solutions Developer/Consultant

Responsibilities:

• Responsible for the design, development, coding,testing, debugging, documentation of programming applications, and CTI system integration to satisfy business requirements following defined project life cycle and testing methodology.
• Worked closely with client management to identify and specify complex business requirements and processes.
• Researched and evaluated alternative solutions and recommendations.
• Provided Computer Telephony Infrastructure design and support (exiting and new).
• Provided 24 hour daily production and technical support to theEnterprise-wide telephony environment.
• Responsible for the availability and configuration of the Genesys production, development, and QA environment.
• Planned, coordinated and conducted cross-functional system testing.
• Lead in technical design sessions and provide subject matter expertise as it relates to the Genesys product suites (Framework/CTI, Management, Routing, and Reporting)
• Provided proactive architecture review and analysis.

Confidential

Responsibilities:

• Primary point of contact for Genesys engineering and professional services support group for Confidential & Confidential Internet Services for the south East.
• Designed, deployed, and managed all facets of the Genesys CTI solution for the Confidential & Confidential Internet Services solution.
• Designed enhancements to and new service solutions for primary customer IVR system. IVR serviced more than 100,000 customers per day.
• Integrated and managed extensions and call delivery to Desktop CTI softphone for 60,000 agents for both Internal and off-shore vendors on multiple switch platforms.
• Developed and supported Intelligent Genesys queue and skills-based call routing strategy on the Genesys 7.x Routing platform for call delivery to 60,000+ agents.
• Managed the Genesys environment which included 18+ TServers for call centers distributed across the world
• Supported IVR drivers for MPS
• Supported CTI Reporting infrastructure using Genesys Call Center Analyzer and Call Concentrator
• Held cleared access to critical date services and systems
• Technical Account manager for Genesys production support group for legacy Confidential South-East Internet Services

Confidential

Solutions Consultant

Responsibilities:

• Expert knowledge of Genesys version 5.x, 6.x, and 7.x Framework, Routing, Reporting, Internet Contact Center, External Routing, Premise Routing, GVP, and Outbound contact center solutions.
• Worked on multiple client assignments including XM Satellite Radio, Carlson Wagonlit Travel, State of California Franchise Tax Board and Child Support Services, State of Washington Employment Services, California State Automobile Association( AAA), Virgin Mobie, Intel corporation, Vanguard Group, OnStar, Readers Digest and Clark American.
• Responsible for design and implementation specifications for small, medium and large Genesys CTI solutions
• Technical hands-on Genesys deployment, configuration and scripting (framework, routing, reporting, GVP)
• Business requirements gathering, technical design, routing development, unit-testing, multi-site routing, vendor management and support
• Analysis of application logs for system testing and troubleshooting
• Implementation and support of Genesys environment using VoIP, Genesys SIP server, and IP PBX telephony systems. Conversion of legacy TDM call delivery to IP based platform.

Confidential

Responsibilities:

• Analyzeoverall CTI requirements and existing environment
• Drive architecture decisions required to fill gaps between existing systems and project requirements with CTI implications.
• Analyzedetailed functional requirements and facilitate the documentation and sign-off process for CTI functionaldeliverables
• Interact with Siebel configuration and Interface design team to ensure appropriate softphone functionality
• Support design and functionality of the necessary environments
• Design, construct, test, implement (including installation) and support Unix-based Genesys framework components.
• Implement and support queue-based routing strategies.

Confidential

Lead CTI Engineer

Responsibilities:

• Responsible for maintaining Genesys application framework, developing routing strategies, performing desktop integration, reporting with brio reporting, troubleshooting, analyzing software configuration problems and defects, supporting interfaces with CTI components (IVR, ACD, etc)
• Responsible for development and testing environments, managing transition from development to testing to production, creating and reviewing technical specifications, test cases and test plans for completeness.

Confidential

CTI Engineer

Responsibilities:

• Responsible for providing Windows 2000 and Genesys call center/Internet suite consulting, implementation, and integration services to meet customer business requirements and strategic objectives.
• Responsible for developing and implementing highly complex skills-based Genesys routing strategies and reports.
• Responsible for providing direct customer support of new and existing Win2K call center solutions using MSSQL d Confidential bases.

CTI Consultant

Confidential

Responsibilities:

• Responsible for call center analysis and assessment of clients using integrated retail delivery solution.
• Responsible for call center process design, planning for CTI integration including ACD, workflow routing and reporting/analytics
• Responsible for designing Genesys CTI routing strategies and interfaces between telephony switches, CTI servers and application platforms.