SUMMARY:

• Results - oriented Senior Principal (Web and Windows) .NET Developer with comprehensive experience delivering IVR and Telephony solutions for Call Center environments.
• Specialized in building applications for Customer Relationship Management Systems (CRM).
• Expertise in developing customized solutions that streamline reporting, eliminate integration gaps or system “hiccups”.
• Proficient in developing interface applications between Genesys and Cisco CTI environments and report generation through Genesys ICON database.
• Versatile professional with keen ability to develop applications that increase productivity and streamline operations. Fluent in Russian, Swedish, and English.
• Cisco ICM developer (8 years), Microsoft Expression Encoder 4.0 for Video/Audio Stream, Genesys WFM, eAspect WFM, IEX (TotalView WFM), Teleopti WFM. Design and created WFM InfoBridge in 2002 that works with Genesys Multi-Channel and Cisco Voice Environments, later the design was inherited and implemented in Genesys GPlus Adapter by Aria; Genesys Framework (routing, reporting), Genesys Multimedia, Genesys Intelligent Work Distribution iWD, Genesys Interaction Workspace iWS, Genesys Omnichannel integration, GAD, Genesys SIP Server, Genesys Interaction Recording, Avaya, Nortel, Siemens, Rockwell, and Aspect PBXs, Genesys Alcatel, Cisco Call Manager IPCC, UCCE and UCCX, CCPulse, ICON/Infomart & Insight (8.1.100.30 ), Genesys Portal, CCAnalyzer, Genesys SDK 7.6 and 8.1, Genesys Administrator, configuration Manager, Solution control Interface, Integration Routing Designer (IRD) version 7.6 and 8.0
• Created Business Process using UR 8.0, Multimedia Implementation/Architecture skills (Installation and configuration, Agent Interaction SDK 8.1 for Email and Chat, Genesys products for routing and presenting Email and Chats, Developing an Agent Desktop in Java/.NET), Cisco CUCM, Real-Time stream to Wallboard & Reader-board, ORS (Orchestration Server), Nuance, the Genesys PureEngage and the Genesys PureConnect omnichannel solution.

TECHNICAL SKILLS:

Visual Studio .NET 2010/2015 in VB.NET (VB6 SP5), C#, J#, ASP.NET, Java Scripts, Windows Communication Foundation (WCF), Model View Controller (MVC), Windows Presentation Foundation (WPF 2010), Silverlight 5, Windows Services 2008/2012, ADO.NET, COM+, MS SQL 2008/2012 with Reporting Services, Oracle 6-12, PL/SQL, Angular and JIRA, Team Foundation Server, VBA (Excel, Word, Access)

PROFESSIONAL EXPERIENCE:

Confidential

Senior Principal Developer

Responsibilities:

• created the unified management information infrastructure - bringing together information from Genesys (voice and media) & Cisco (UCCE and UCCX) contact routing platforms, back office applications and workflow systems across multi-site enterprise.

Environment: Visual Studio .NET 2015/2019 in VB.NET, C#, ASP.NET, Java Scripts, WCF, MVC5 with Entity Framework with Code First and Database First workflows, WPF, Silverlight 5, Angular 7, HTML5, Windows Services 2012, ADO.NET, MS SQL 2012 with reporting services, Nuance, Genesys IRD and Composer, Genesys SDK voice and media, Cisco CTI Server/PG protocols

Confidential, Atlanta, Georgia

Senior Principal Developer

Responsibilities:

• Customization of Genesys (media) historical and real-time reporting.
• Customization of Genesys Workspace Web Edition Agent’s desktop.

Environment: Visual Studio .NET 2019, Java, Java Scripts, Angular 7, Oracle 12, Genesys IRD and Composer, Genesys SDK voice and media.

Confidential

Senior Principal Developer

Responsibilities:

• Deployment and customization of unified Genesys (media) and Cisco (UCCE) historical and real-time reporting solutions with Genesys WFM integration for Rabobank in Netherlands.

Environment: Visual Studio .NET 2015/2017 in VB.NET, C#, ASP.NET, Java Scripts, WCF, MVC, WPF, Silverlight 5, Angular 5, Windows Services 2012, ADO.NET, MS SQL 2012 with reporting services, Nuance, Genesys IRD and Composer, Genesys SDK voice and media

Confidential

Genesys SDK Developer, Reporting Analyst. Sr. Principal Developer

Responsibilities:

• Correcting issues with Genesys WDE.
• Deployed Real-Time Statistics Service (RTSS).
• Real-Time visibility to agent activities, schedules, metrics, and productivity is critical to running a successful business.
• Deployed historical reporting Engine CCSS using Genesys Pure Engage

Confidential, San Diego, California

Sr. Senior Principal Visual Studio 2015 Developer

Responsibilities:

• Deployed Real-Time Statistics Service (RTSS). Real-Time visibility to agent activities, schedules, metrics, and productivity is critical to running a successful business. Juggling the integrations behind the monitoring and reporting that enables that visibility is a messy business.
• This enables other applications like RTA and ISC to run by leveraging this service.
• These services working together produce customizable reporting that aggregates data across Genesys, Cisco, ININ or Aspect (current integrations) to combine agent activities and agent schedules.
• Created Confidential Staff Counting Web Applications.
• It is graphic Web Application using Aspect eWFM Web Service connectivity

Confidential, Carson City, Nevada

Genesys/Cisco Architect, Analyst. Sr. Principal Web Developer

Responsibilities:

• Senior Genesys SDK Developer and Real-Time and Historical Reporting at Wittel (Brazil).
• Chief Architect to create “The Universal Reporting Solution” in Microsoft Visual Studio .NET using WPF, Silverlight 5, MVC with Microsoft SQL 2012. It is a comprehensive reporting engine that provides intelligent insight about Call Center traffic.
• The solution allows completing and truing real-time picture of every component of the Call center, consolidate information from all routing platforms and receive complete and fully customizable information tailored to Call Center Business.

Environment: Visual Studio .NET 2010/2013 in VB.NET, C#, ASP.NET, Java Scripts, WCF, MVC, WPF - 2010, Silverlight 5, Windows Services 2008/2012, ADO.NET, MS SQL 2008/2012 with reporting services.

Confidential

Genesys Architect, Analyst. Sr. Principal Web Developer

Responsibilities:

• Working with Aspect WFM, IEX, Genesys WFM that included (Deliver weekly adherence reports for all sites
• Deliver the configured WFM application for staff scheduling and forecast needs, multisite activities for all three media (voice, email, chat); Deliver the updated scheduling database and forecasting models, published staffing forecasts, and reports for performance, schedule and adherence).
• Created business processes which direct the handling of multimedia interactions using UR (8.0).
• Created routing strategies and business processes using Interaction Routing Designer ver. 8.0

Environment: Visual Studio .NET 2010/2013 in VB.NET, C#, ASP.NET, Java Scripts, WCF, MVC, WPF - 2010, Silverlight 5, Windows Services 2008/2012, ADO.NET, MS SQL 2008/2012 with reporting services. Oracle 6-12, PL/SQL, Genesys Framework ver. 8.1 (Routing, Reporting Infomart & Insight) with Voice/Chat/Email.

Confidential, Torrance, CA

Genesys Architect, Analyst. Sr. Principal Developer.

Responsibilities:

• The core engine.
• Uses Genesys SDK to monitor and capture all events occurring in extensions, positions, queues/VQs of Genesys T-Server and Interaction Server.
• Provides a variety of preconfigured historical and real-time web-based with graphic interface.
• Produces real-time stream of data that can be custom formatted and broadcasted to any 3rd party apps (wall boards, WFM, reporting tools, CRM).
• Integrates SSG repository with any customer database or CRM for seamless data migration.
• Serves as a bridge between Genesys environments and any WFM platform by providing real-time stream and aggregated historical reports in any time interval.

Environment: Visual Studio .NET 2010 in VB.NET, C#, ASP.NET, Java Scripts, WCF, Windows Services 2008, ADO.NET, MS SQL 2008 with Reporting Services, Genesys Framework (Routing, Reporting Infomart & Insight).

Confidential, Carson City, Nevada

Genesys Architect, Analyst. Sr. Principal Developer. Owner

Responsibilities:

• Chief Architect to developed unique reporting solutions for small to medium size call centers. Increased performance and system efficiency for Cisco/Genesys environment.
• Directed architecture and development efforts for applications that support call center environments across established market segments.
• Architected and led telephony or call center development solutions for global clients and Genesys partners including Teleopti in Sweden, Bell Canada and Air Canada in Canada, Proximus in Belgium, Scottish Power in UK, Contax, Unibanko and Alcatel in Brazil, Nextel in Argentina, APPT in Australia, Vodafone in Egypt, Vodacom in South Africa, AT&T, Farmers Insurance, ESRI, Lincoln Financial, Franklin Financial, AMEX, GM On-Start.
• Integrated “Customer Interaction Softphone Application” into call center environment for customer data including contact history

Environment: Visual Studio .NET 2010 in VB.NET, C#, J#, ASP.NET, Java Scripts, WCF, Windows Services 2008, ADO.NET, MS SQL 2008/2012 with reporting services, CTI J2EE, Oracle 6-12, PL/SQL, Genesys Framework (routing, reporting), Genesys Multimedia. Genesys Agent Applications, GAD, GPlus, Genesys SIP Server, Avaya PBX, Cisco CUCM, Real-Time stream to Wallboard & Reader-board, Genesys Interactive Insights (8.1.100.30 ) and Infomart.

Confidential, Daily City, California

Senior Software Developer

Responsibilities:

• Designed call center reporting for Genesys release 7.6 and 8.0 pulling data from Icon database.
• Led program development for CME Windows Applications for call center report data transfers; daily updates from Icon Database to historical database.
• Directed development efforts for web management tool that integrated call center reporting solutions with front end dashboard.
• Built system using ASP.NET framework 3.5 in VB.NET, C#, J#, Java and MS SQL Server 2005; reporting service used MS SQL 2005 for back-end system.

Environment: Windows Server 2003, XP, Vista, MS SQL Server 2005, Oracle, UNIX

Confidential, Carson City, Nevada

Genesys Architect, Analyst. Senior Principal Developer

Responsibilities:

• Architected and led telephony or call center development solutions for global clients and partners.
• Integrated “Customer Interaction Softphone Application” into call center environment for customer data including contact history
• Customized solution comprised multiple touch points such as IVR, chat, email along with web connection.
• Developed middleware for interface and database to deliver implemented workflow that supported stare of the art call center functionality.
• Designed and implemented Cisco IVR and Genesys IVR overlap within “ Confidential ” program. System changes allowed calls and data to be transferred across system without defect or hiccup.
• Led American Express project that integrated centralized enterprise reporting component between Genesys and Cisco. For 40,000 agents call center.
• Delivered leading edge Cisco/Genesys integration program that transferred data to Workforce Management system for historical or real-time reporting.
• Built Collection Services solution ensuring data integrity within the Genesys Stat server and call concentrator environments.
• Collaborated with development team to build system from the ground-up; program was rolled-out across world class organizations globally.

Environment: Windows Server 2008 and Database on MS SQL Server 2008, UNIX, Oracle, .NET, SOAP calls, Java, XML, CMST COM, DCOM, TCP/IP, Genesys T-Server/Cisco PG, ACD, PBX