IVR Business Analyst, Resume,

SUMMARY

Resourceful Call Center Expert with broad and deep domestic and international experience designing, implementing, and supporting complex call/contact center implementations.
Expert in coordinating within diverse teams to complete objectives. Proactive and dedicated with superior communication skills.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

IVR Business Analyst

Confidential

Responsibilities:

User experience design experience, IVR application design experience, Business analyst experience (requirements collection, design documentation
BOT integration with Avaya and PERI IVR's
Project management experience
Experience interacting with business owners, developers, testers, and support resources
Solution architecture skills
Technical aptitude
Experience managing teh entire project lifecycle
Application performance analysis skills

IVR Business Analyst

Confidential

Responsibilities:

Contact Center Analyst

McLean, VA

Responsibilities:

Developed TDM/DTMF and Speech IVR call flows
Worked with Business departments to create BRD (Business Requirement Document) and VUI Design
Troubleshooting root cause analysis of Genesys Framework
Integrated Five9 CTI / IVR hosted model

IVR Technical Consultant

San Francisco, CA

Responsibilities:

Gathered customer requirements for QA verbiage verification.
Deployed testing solution and Cyara Suite to multiple domestic and international customers.
Trained commercial organizations in teh usage of teh Cyara Suite.
Performed multi-port call center VoIP IVR load tests across Omni channel contact centers using teh Cyara Load Testing “Hammer” solution.
Analyzed SIP IVR traffic using Wireshark to determine traffic accuracy.

Telephony Contact Center Architect/Analyst

Confidential, Sterling, VA

Responsibilities:

Develop requirements for new Syntellect CIM IVR System
Syntellect upgrade from CIM 7 to CIM 8
Designed Syntellect CIM PHIL ports using CISCO V8.x
Integrate IVR/CTI platforms utilizing Genesys, CISCO, Syntellect, Avaya, CallCopy, and Salesforce.
Integrated multi-vendor routing hardware using CTI & Vectoring in a multi-site environment.
Responsible for developing "best practice" voice, data, & integrated routing solutions.

Telecom Architect / Customer Systems Engineer

Confidential, Fairfax, VA

Responsibilities:

Worked with Sales/Sales Engineers to understand data & voice customer requirements for Telecommunications operators, contact centers, financial & health verticals and develop requirements.
Defined Genesys routing strategies and integrated IVR call flows.
Developed VB desktop phone application.
Designed CTI & Vectoring in a multi-site environment with optimal contact center routing.
Recommended objective premise/network/PSTN routing solutions to customer after vendor evaluations.
Worked on-site and remotely to assure customer satisfaction in hardware and software delivery domains.
Coordinated technical review meetings and allocated resources to resolve issues and anomalies.

Systems Engineer,

Confidential, Vienna, VA

Responsibilities:

SME of voice, data, web & email solutions for Rockwell clients.
Integrated Genesys & CISCO/GeoTel ICM & IPCC in an Avaya environment.
Designed & architected enterprise voice & data networks (WAN, VLAN, LAN, DMZ on LAN segments).
Integrated multiple telephony hardware & software solutions.
Developed business plans & technical architectural documentation.

Systems Analyst / CRM System Administrator

Confidential, Rockville, MD

Responsibilities:

Worked with cross-functional teams to consolidate Confidential worldwide customer support team.
Integrated CTI, IVR and ACDs with Vantive CRM.
Responsible for coordinating CRM modifications at all Confidential 'S call centers: three in teh USA & two in Europe. VM/CMS, Scripting, REXX, JCL, MVS.