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Contract Genesys Engineer Resume

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SUMMARY

  • As an Enterprise Architect, Certified Genesys Engineer, and IVR Developer, I have 17 years of experience in the IT industry and I am very strong in the architecture, implementation and maintenance of Genesys CTI and various IVR systems on both Unix/Linux and Windows platforms. Additionally, I have strong experience with Genesys InfoMart, GI2 (Genesys Interactive Insights) and Business Objects 3/4 reporting.
  • Tasked with the design and implementation of a fully redundant RHEL Genesys 8.5 eServices deployment (Chat, e - Mail, Co-Browse, and SMS).
  • Responsible for deployment of a Genesys 8.5 iWD solution. This included iWD Manager, Runtime Node, Genesys Rules Engine (GRE), Genesys Rules Application Server, rules development and routing logic for interaction distribution.
  • Performed a number of Linux based GMS and GWS deployments. These Genesys applications, GMS and GWS, were deployed in support of several enterprise development teams to enable them to build mobile applications that utilize Genesys capabilities such as inbound voice and eService routing. GMS and GWS simplify integration with other contact center infrastructure by exposing a set of APIs which can be accessed, through the Internet, and deployed into customer network infrastructure.
  • Perform installations, upgrades and tuning efforts for numerous Genesys CTI applications. The applications include, but are not limited to Pulse, Interaction Server, Chat Server, Co-Browse Server, Classification Server, Universal Contact Server, eMail Server, SIP Server, T-Server, Universal Routing Server, Orchestration Server, Stat Server, DB Server, Configuration Server, Configuration Server Proxy, Outbound Contact Server, G-Plus Adapter, Resource Manager, Media Control Platform, Call Control Platform, Supplementary Service Gateway, Interaction Concentrator, and Genesys Infomart.
  • Supported migration efforts for several complete 7.6 to 8.1 and 8.1 to 8.5 Genesys upgrades.
  • Tasked with different phases of application planning, installation, configuration, and maintenance in support of Genesys 8.1 and 8.5 CTI environments on both Windows and Linux/UNIX.
  • Perform Genesys WWE and WDE application deployments. WDE is deployed utilizing the ClickOnce deployment method. WDE ClickOnce provides a centralized deployment environment that enables Administrators to distribute software and updates from a single server to all agent workstations.
  • Design and develop complex routing strategies and voice interaction workflows, via IRD and Composer, to support both network and premise based voice and eService interaction routing involving database lookups, Web service calls, statistical load balancing, and agent availability.
  • WDE deployments supported role privileges. With roles, Genesys Administrator is used to create a list of privileges that are either allowed or not assigned allowing for additional security.
  • Solely responsible for a complete Business Objects installation and migration. The business was moved from a 32 bit OS to a 64 bit OS for increased system capacity. BOE was upgraded from 3.1 to 4.1 along with Tomcat and Java upgrades to utilize additional system capacity and resources.
  • Responsible troubleshooting various application and configuration related issues for Intelligent Workload Distribution (iWD). Issues range from component services to reporting.
  • Worked with contact center clients to develop business requirements and translate them into contact center applications.
  • Performed installation of Interaction Workspace (IWS) for a large client. This install included custom KVPs to facilitate attached data for screen pops. The deployment also provided disposition codes for various department and groups to support their global enterprise. In order to allow for the different roles and responsibilities, several roles were defined in Genesys Administrator (GA).
  • Investigated and resolved reporting issues related to Infomart. Such issues included things like Not Ready states not properly correlating to Not Ready Reason Codes, ICON CFG data not matching that of the Configuration Database and GIM ETL jobs not completing successfully due to deadlocks and failed transform/aggregations jobs.
  • Created custom statistics and CCPulse filters for increased real-time reporting functionality. Built custom reporting solutions utilizing ICON configuration to support custom KVPs for reporting needs within GIM
  • Troubleshot issues related to network latency, QOS and WAN circuits to resolve and further limit possible production outages.
  • Worked on disaster recovery and data center failover contingency planning. System design included a fully redundant CTI solution that utilized Genesys High Availability architecture running a combination of warm and hot standby applications along with Microsoft NLB.
  • Responsible for recommending improvements to enhance Contact Center performance and reliability.

TECHNICAL SKILLS

  • CTI Architecture Edify IVR
  • Genesys GVP Genesys Desktop Supervisor
  • Genesys Siebel Integration Genesys Agent Desktop
  • Windows System Administration Genesys Infomart (GIM)
  • Genesys Framework ICON (Interaction Concentrator)
  • Voice/Data Call Routing HPUX System Administration
  • High Availability/Redundancy Sun Solaris System Administration
  • Genesys Multi Media Red Hat Linux System Administration
  • Genesys Work Force Manager C++
  • SIP JavaScript
  • Oracle Visual Basic
  • Avaya G3/S8700 UNIX Shell Scripting
  • Nortel DMS 100 ASP
  • SCXML VXML

PROFESSIONAL EXPERIENCE

Confidential

Contract Genesys Engineer

Responsibilities:

  • Developed ETL jobs to load data into InfoMart from Genesys sources. Worked extensively with the reporting tools provided through CC Pulse and CC Analyzer.
  • Assisted in the development and troubleshooting of Genesys routing strategies to perform varied sources of call routing based on statistical load balancing, database dips, agent resource availability, and estimated wait times.
  • Assisted in the deployment, upgrade and troubleshooting of Genesys eServices and all its corresponding applications. This included, but was not limited to, Email, Universal Contact (UCS), Interaction, Knowledge, Classification and Training Servers.
  • Assisted in the deployment, upgrade and troubleshooting of Genesys Outbound as well. This typically required providing resolution with regard to Outbound Contact Server (OCS) and it corresponding communication with the Genesys DB Server/DBMS for retrieval of customer contact records for outbound dialing.
  • Provided Genesys related support for all levels of the HMC environment. This included issues related to any Genesys component from Framework and Routing to Real-time and Historical Reporting; issues range from system wide outages, Infomart failures and failed call routing, both inbound and outbound, to GAD issues and Edify/ Nuance IVR application problems.
  • Was responsible for a complete Genesys 7.2 to 7.6 system upgrade. This upgrade included Genesys Inbound Framework, Outbound, Multimedia, Real-time and Historical Reporting solutions, WFM and GAD for the soft-phone.
  • Worked with contact center clients and others on the telecom infrastructure team to understand business needs and translate them into contact center applications and functionality.
  • Assisted in the troubleshooting of our Edify (Nuance) IVR applications which encompassed ODBC, dll, and xml interface calls to our backend databases to allow for customer self-service.
  • Provided several custom written system manuals and training presentations to other telephony team members to help facilitate proper knowledge transfer and mentoring related to Genesys CTI and Edify/ Nuance.

Confidential

Senior Voice Engineer

Responsibilities:

  • As a Senior Voice Engineer for Confidential Inc, I was responsible for architectural design and implementation and vendor management of a Genesys 7.5 CTI solution for their global business enterprise.
  • The initial design included Framework, Enterprise and Network Routing and Real-Time and Historical Reporting. Unfortunately, after the initial design was completed, Confidential was forced to put the entire project on hold for a sizable amount of time; therefore, I was forced to seek other employment as result.
  • Upon joining the company, I was tasked with stabilizing the Genesys environment and resolving many of the issues caused by the original integrator. My architectural changes allowed the company to, for the first time, use their disaster recovery site in a simulated data center failure. This is something the previous integrator was never able to get working; I won an IT related award for my part in this effort.
  • Served as contact to business clients and other technical teams to develop business requirements and translate them into Genesys contact center applications and functionality.
  • Worked with third-party vendors to resolve network and telephony related issues outside our control.
  • Perform Genesys application upgrades and installs, as necessary, to meet project deadlines and design requirements.
  • Designed and developed a knowledge base application in ASP. This application is used by the company’s internal helpdesk, and our Genesys team, to track issues and resolutions to common Genesys problems.
  • Was responsible for the installation and configuration of numerous GVP servers spanning two data centers. These GVP Servers are integrated with IBM WebSphere and Dialogic for the telephony hardware.
  • Designed and implemented a project known as CME Lock Down. This project utilized Configuration Units and security permissions to resolve wide spread abuse and outages caused by business users with access to our Configuration Management Environment (CME).
  • Designed and develop advanced call routing strategies. These routing strategies are used to for business marketing campaigns and to perform varied sources of call routing based on statistical load balancing, database dips, agent resource availability, and estimated ACD wait times.
  • Provided 24X7 third-tier Genesys support for business users, marketing and IT staff.
  • Provided architectural documents, deployment manuals, test case scenarios, and business presentations for all aspects of our Genesys enterprise.

Confidential

Enterprise Architect

Responsibilities:

  • Provided systems architectural design and technical project management for Confidential Wholesale’s Computer Telephony Integration implementations.
  • Was responsible for all technical aspects of integrating Genesys 7.0 Framework, Enterprise, and Network Routing into 10 contact centers across the U.S. The switches for this project included Nortel DMS-100, Avaya S8700, and Rockwell Spectrum. Servers were all SUN UNIX servers and ranged in size from Sun Fire v280s to V480s depending on the environment. This CTI solution runs against Oracle Databases.
  • Responsible for configuring several middleware products that connect third party applications to Genesys.
  • Worked with contact center clients and technical teams to develop business requirements and translate them into contact center applications.
  • In addition to production environments, I was also responsible for the installation, configuration, and deployment of three Genesys development/test environments.
  • Wrote numerous architectural documents, systems manuals, test case scenarios, and presentations during the initial phases of the pilot project.
  • Provided support and technical guidance to Confidential Network Security during the security review process of its CTI solution.
  • Assisted in SystemV packaging for application deployment.
  • Designed and develop routing strategies to support both Network and Premise based call routing.
  • Developed UNIX shell scripts for CTI application monitoring and automated FTP batches.
  • Worked with the IVR vendor and Confidential to establish VPN connectivity between Tellme and Confidential ’s data centers.

Confidential

Genesys Senior Programmer Lead

Responsibilities:

  • Work with contact center clients and the telecom infrastructure team to develop business needs and translate them into contact center applications and technology.
  • Served on a team responsible for the architectural design, integration and post implementation support of a Genesys CTI/Siebel CRM solution spanning three contact centers.
  • Provide leadership and direction to upper management with regard to technical decisions about our CTI/IVR Systems and their capabilities and scalability for future growth.
  • Responsible for recommending improvements to enhance Contact Center performance and reliability.
  • Designed and develop advanced call flows for customer interaction management. These routing strategies are used to perform varied sources of call routing based on statistical load balancing, database dips, agent resource availability, and estimated ACD wait times.
  • Responsible for a full migration from Genesys 6.1 to 6.5. This upgrade included Genesys Inbound Framework, Call Center Analyzer, Workforce Manager, and integration with Siebel 2000.
  • Worked with our telecom infrastructure team to plan and deploy AT&T's Route It to dynamically allocate calls between multiple call centers based on load balancing in the AT&T cloud.
  • Utilized the Avaya Call Management System (CMS) to run varied types of agent skill and queue reports. CMS was also used to dynamically allocate/de-allocate IVR resources from our production IVRs as needed for maintenance.
  • Performed the integration of numerous Genesys products and interfaces, which enable Confidential call centers to conform into the Genesys network topology.
  • Duties include Edify IVR development and support for three contact centers taking an average of 100,000 calls per day. Our production IVR applications encompass: ODBC, dll, and xml interfaces and access multiple backend systems.
  • Served on a team of IVR developers tasked with implementing Speech Recognition/Speech Works into our current production Edify IVRs.
  • Was responsible for the architectural design and development of an Edify IVR application to monitor AT&T trunks for proper termination at the premise switch; this application was complete with email/paging capabilities in the event of a trunk failure.
  • Tasked with upgrading all Edify IVRs from 7.2.1 to 8.0; enterprise wide. This included all production and test IVRs spanning multiple contact centers.
  • Was responsible for installing and configuring UNIX based middleware software, which connected third party applications to Genesys CTI systems and Edify IVR's.
  • Performed analysis, design, and development of a web based reporting application that utilizes VBScript, HTML, JavaScript, and ASP to access backend data via ADODB. This application integrated with Microsoft Excel to provide numerous charts and spreadsheets that are used for daily, weekly, monthly, and yearly reporting.
  • Participated in vendor project bids and work with IVR and CTI Vendors to develop system capabilities and implementation strategies and requirements.
  • Developed an ASP based software application that it responsible for updating our reporting shadow/data warehouse with call detail records, IVR completion data, and customer transactions metrics used for historical reporting, service enrollments, and revenue processing.
  • Trained and mentored junior system engineers in CTI and IVR technologies.

Confidential

CTI Systems Engineer

Responsibilities:

  • Performed software integration of middleware software, which connects third party CTI applications to Genesys
  • Served on the implementation team for the world's largest Genesys CTI System Integration. This integration serves over 30,000 users and spans three data centers.
  • Performed installations, system packaging and systems integration of the Genesys product suite and other CTI applications that enable call centers to conform within the Genesys network structure.
  • Responsible for installing and configuring middleware software, which connects third party applications to Genesys.
  • Designed, developed, and deployed UNIX scripts utilizing HP-UX 11.0 and Sun Solaris 2.5 and 2.6 that Automate System Status Checks of customer CTI environments.
  • Implementation and Production Support of CTI projects for Fortune 500 companies
  • Performed post implementation support of Periphonics IVR's utilizing Nortel's PeriProducer, which integrated with Genesys CTI framework via CCS T-Link.
  • Performed system training for customers on the HA (High Availability) Genesys architecture and how Genesys integrates with their existing applications.
  • Responsible for installations of Sun Solaris UNIX on Enterprise 250's, 450's and Sparc work stations.

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