PROFESSIONAL SUMMARY:

• As a Sr. collaboration/customer experience solutions architect and consultant, I’ve lead and been a part of several successful multi - tiered projects.
• I have an established track record for delivering accurate architecture design, and custom development of enterprise level solutions.
• My projects have contributed to team, departmental and corporate objectives being achieved.
• I thrive in environments in which cross-functional collaboration is an integral part of the culture.
• I look forward to working with a team that provides relevant solutions and consistent support within purposeful, synergistic environments.

• Project management/coordination
• Project estimation
• Overall call-flow / VUI design
• VXML / Java development
• Web services | REST API / SOAP API
• Scripting | Enterprise Call Routing Platforms
• C-level and technical presentations
• Documentation - Architect Design, Workflow, Call Flow, UML design flows
• Cisco Contact Center - UCCE/CVP/CUIC
• Finesse / XML development
• Avaya Orchestrator
• Genesys Voice Portal

EXPERIENCE:

Confidential

Solutions Architect

Primary Responsibilities:

• Hold consultation sessions with prospective and current clients.
• Holistic and strategic approach to business and IT architecture alignment.
• Develop and present IT road map.
• Conduct product presentations/demonstrations for clients.
• Work independently to gather requirements and translate those into solutions.
• Effectively collaborate with sales teams to build winning strategies.
• Ownership of key strategic accounts and drive new opportunities to meet individual contribution targets.
• Create and maintain pre - sales documentation such as: BOM's, Cost Analysis, SOW's, Project Estimations, RFP responses and Visio's.
• Successfully lead, mentor, coach and build relationships with other team members and clients

Skills / Tools

• Netformx
• Salesforce.com
• Workday
• Enterprise Architect
• Microsoft Office Suite (Onenote, Excel, Project, Visio, etc).
• Cisco UCCE scripting
• Cisco CVP development
• Calabrio
• NICE
• Verint
• Salesforce
• Microsoft Dynamics CRM

Solutions Architect

Primary Responsibilities:

• Design/architect enterprise solutions for external and internal customers.
• Develop/manage project artifacts (business |technical requirements, architecture design, call flows, work flows, design and implementation guides.
• Provide periodic progress reports to relevant stake holders & business partners.
• Design/develop proof of concept, evidence of test
• Assist QA with development of test cases
• Create & maintain future state roadmap for current contact center solutions & environment.
• Implement & maintain governance and standardization in terms of application design
• Mentor, train and assist junior members of the team.
• Create project estimates regarding man hours and financial cost.

• Cisco CVP Studio IDE
• Siebel CRM Integration
• Oracle Middleware Integration
• Java development
• Netbeans IDE
• SQL management studio (2008 server)
• ICM script editor
• VUI design
• Websphere Integration
• DTD / WSDL development
• RDBMS schema design
• Stored Procedure development

Technical Account Manager/Applications Consultant 

Primary Responsibilities:

• Responsible for all technical day 1 and day 2 projects and issues for assigned customers.
• Design/architect enterprise solutions for external and internal customers.
• Develop/manage project artifacts (business |technical requirements, architecture design, call flows, work flows, design and implementation guides.
• Provide periodic progress reports to relevant stake holders & business partners.
• Design/develop proof of concept, evidence of test
• Assist QA with development of test cases
• Create & maintain future state roadmap for current contact center solutions & environment.
• Implement & maintain governance and standardization in terms of application design
• Mentor, train and assist junior members of the team.

• Cisco CVP Studio IDE
• Cisco UCCE deployments, support, upgrades
• PBX/ACD Integration and support (Avaya, Nortel, Rockwell, I3, Aspect)
• Java development
• Genesys Orchastration Designer - IDE
• SQL management studio (2005 & 2008 server)
• ICM script editor
• VUI design
• Web services Integration - IBM Websphere
• XML Spy
• DTD / WSDL development
• ASR/TTS Integration – Nuance
• GRxml (SRGS) – external grammar development

Sr. Design/Development Engineer

Primary Responsibilities:

• Design/architect enterprise solutions for external and internal customers.
• Develop/manage project artifacts (business |technical requirements, architecture design, call flows, work flows, design and implementation guides.
• Provide periodic progress reports to relevant stake holders & business partners.
• Design/develop proof of concept, evidence of test
• Assist QA with development of test cases
• Create & maintain future state roadmap for current contact center solutions & environment.
• Implement & maintain governance and standardization in terms of application design
• Mentor, train and assist junior members of the team.

Skills / Tools

• Cisco UCCE/UCCH deployments/upgrades
• SQL server administration
• Cisco CVP Studio IDE
• Java development
• SQL management studio (2005 server)
• RDBMS schema design
• Stored Procedure development
• ICM script editor
• VUI design
• Technical requirements documentation

Sr. CVP/UCCE Engineer

Primary Responsibilities:

• Design/architect enterprise solutions for external and internal customers.
• Provide periodic progress reports to relevant stake holders & business partners.
• Design/develop proof of concept, evidence of test
• Assist QA with development of test cases
• Create & maintain future state roadmap for current contact center solutions & environment.
• Implement & maintain governance and standardization in terms of application design
• Mentor, train and assist junior members of the team.
• UCCE / CVP deployments and upgrades

Skills / Tools

• Cisco CVP Studio IDE
• Java development
• SQL management studio (2000 & 2005 server)
• ICM script editor
• VUI design
• Gatekeeper | Gateway admin and support
• Aspect WFM support
• Witness QM deployment / administration / support
• Blue Pumpkin WFM deployment /administration / support

Sr. IVR Integration Engineer

Primary Responsibilities:

• Project coordination / management
• 75% - 100% travel to customer sites
• Integrate proprietary IVR and reverse 911 solutions to existing CPE
• Design/develop proof of concept, evidence of test
• Assist QA with development of test cases
• Integration with Avaya, Nortel and Cisco solutions (PBX, ACD, Enterprise Call Routing)
• Implement & maintain governance and standardization in terms of application design
• Mentor, train and assist junior members of the team.

Skills / Tools

• Proprietary IVR scripting
• Java script
• Proprietary product integration
• Cisco ICM administration / support
• Avaya Definity G3 administration / support
• NICE QM support
• Aspect WFM support
• Witness QM administration / support
• Blue Pumpkin WFM administration / support

Team Lead Tier 2 Support

Primary Responsibilities:

• Tier 2 support for enterprise and contact center solutions
• Cisco ICM, Aspect WFO, Witness QM
• Support for proprietary reverse 911 and IVR systems
• 2nd level desktop support
• Produce contact center reports
• Mentor and lead Jr. team members

Team Lead Technical Support

Primary Responsibilities:

• Technical support for enterprise and contact center solutions
• Brite (text based) IVR
• Rolm PBX/Phone system support
• Tecnical desktop support
• QA tech support calls of Jr. Team Members