SUMMARY:

• Alex Binesh is an IT Professional since 1985 focused on the design and development of Call Centres, and telephony systems (Genesys and Cisco, Avaya), as well as application development and system integration working with mainly IVR, CTI, Screen - Pop, VoIP, using C, C++ , Java, SQL, on both Windows and Unix platforms. Proficiency in IVR, Routing, Reporting, Recording, Agent Desktop, and telephony platforms such as Genesys, Cisco, VoiceGenie, TellMe, Avaya on Unix, NT and OS2. Oracle, Java Script, Nuance, TTS, Voice Recognition, Dialog Modules, XSL, XML, XSLT, VXML, CCXML.
• C/C++
• Java
• JSP, ASP
• PHP
• Tomcat
• Oracle
• MySQL
• UNIX, AWK
• Systems
• UNIX
• Windows
• Certs
• Genesys Framework
• Genesys GVP
• Genesys Routing
• CCNA
• Novel

SUMMARY:

• In the IT industry since 1984 and over 20 years in the telecommunication industry.
• Proficient in various phases of Contact Center development such as Business analysis, discovery, design, deployment, development and support.
• Many years of client management experience
• Expert in IVR design, development, deployment and support (Inbound and outbound) on Genesys, Cisco and other third party platforms.
• Years of experience in Speech recognition and other related technologies Proficient in migration of existing Call Centre applications from legacy systems to the latest platforms and technologies
• Proficient in integration of Call Centre environments with CRM, and other third party platforms.
• Proficient in design and development of Routing strategies
• Years of experience in Java, C/C++, Java script, ASP, JSP, and PHP development in support of Call Centre applications
• Proficient in the development of custom and third party Genesys Agent Desktop applications
• Proficient in outbound campaign and diallers in Genesys.
• Experience with Real Time and Historical reporting
• Proficient in Firewall and networking

PROFESSIONAL EXPERIENCE:

Confidential

• Tech lead on multiple projects involving implementing Genesys Cloud solution
• Features include WWE, Designer, GIR, GAX, Pulse and GI2 Infomart reporting
• Quality Management deployment
• Implementing SalesForce, Zendesk GPlus Adaptors
• Implementing Routing strategies and call flows
• Creating real time and Historical reports
• Implementing Survey, Call Back, Email and Chat eServices
• Creating Dial plans and Voice Profile
• Clients included Uber, Hitachi, Starbucks, and a number of other large organizations

Confidential

Genesys Call Center Architect

• Project involves migrating a major bank’s contact center to Genesys.
• Create Business Requirement document (BRD) and system requirement document (SRD)
• Focused on Outbound Dialer and Non Voice Media, such as Email, Fax and voice mail routing
• Creating Outbound campaigns including Predictive GVP, Power GVP among others
• Interacting with customer to define requirements
• Designing the target system

Confidential

Call Center Engineer

• Project involves In-sourcing existing Avaya Voice Applications.
• Analyzing existing contact center architecture and providing advice to improve existing call flows and caller experience
• Utilized Avaya Voice Platform, Eclipse, Tomcat server.
• Interaction with backend SingleView CRM using Web Services.
• Creating VDN, hunt groups and vectors on the Avaya switch

Confidential

Call Center Engineer, For State of Missouri

• Project involves migration of an existing Periphonic voice application to CVP, VXML and Java.
• Utilized Cisco Unified Call Studio, Eclipse, Tomcat server and Voxeo.
• Analyzed call flow, participated in design and development.
• Interacted with client to obtain requirements.

Confidential

Genesys Systems Engineer

• Project involved migrating a contact center for the largest health care provider in the US (Kaiser Permenante), from legacy platform over to Genesys.
• Involved in the requirement gathering, design and implementation of large IVR application using GVP, VXML, JAVA, JSP, Eclipse
• Worked with web servers (Tomcat), ESB and web services
• Designing Speech Dialog Modules, VUIs and interacting with clients.

Confidential

• Project involved migrating legacy contact center to Genesys, for RBC bank.
• Involved in the requirement gathering, design and implementation of Routing strategies using intelligent routing on the Genesys platform.
• Working with Genesys Framework, Genesys Routing, Genesys Reporting ( CCPulse).

Confidential

Contact Center Engineer

• Project involved migrating existing Genesys Framework from 7.6 to 8.0.
• Worked with Routing strategies.
• Designed, developed and implemented Genesys Outbound campaigns.

Confidential

Genesys Engineer

• project involved assessing the existing Genesys IVR environment for the largest utility in Alberta and making recommendations.
• Led the project to analyze the existing IVR and Routing applications and infrastructure and proposed cost saving and redesigns options.
• Acted as the lead technical architect to better leverage the existing Genesys framework, IVR(GVP), Routing and Framework platform to improve caller experience and reduce operations cost.
• Drew up design and architecture documents for the infrastructure and applications, and proposed new ideas to reduce costs and improve efficiencies.
• Proposed new methods to interact with the back-end CRM platform to provide new services for the callers.

Confidential

Genesys Engineer

• The project involved migrating Genesys 7.1 to Genesys 7.6 platform for Air Canada, including CME, T-Server, Stat-Server, reporting and BRIO.
• Responsibilities include planning migration, executing upgrades and cutovers and roll backs.
• Coordinated with client and other vendors

Confidential

Senior Call Centre/CRM Architect

• This was a complete Call Centre design involving, IVR, CTI, VoIP, CRM, Agents, Routing, Telephone Switch, VoIP implementation, and new routing strategy
• Worked closely with the client to gather business requirements and translated them into technical specifications.
• Responsibilities included identifying technologies, strategy, requirements, architecture, design and development. Creating prototypes, design documents and coding in VXML, Java, defining routing strategies and configuring various components.
• Worked on designing self-service applications utilizing Cisco Unified Communication, CUCM, UCCX in conjunction with back-end CRMs (MS Dynamics, Siebel, Elixir).
• Application sharing using (VoIP) and Video Streaming using C++ and Java, Threads, Sockets, UDP, TCP/IP, RTP, etc.
• Utilized J2EE, Weblogic, JBuilder, TomCat, Apache, JDBC, XML, JNI, Linux, NT.
• Oversaw four developers.