As a Sr. Principal Consultant in the Professional Services department my primary function is to support new Genesys implementations and migrations to the Genesys Cloud CX environment. I serve as the technical lead for these projects and my responsibilities include project documentation, design, resource management, and implementation, from project initiation all the way through to the customers go-live and beyond. My past experience with the Genesys product line also includes, Genesys Multicloud CX, and Genesys Engage On-Prem.

As part of the Professional Services team I am responsible for providing Genesys Engage consultative services for all our clients. My main duties revolve around design, architecture, and installation of all Genesys software products, as well as acting as a mentor for my teammates. My specialties focus on Routing, GVP, SIP, and eServices.

As part of the Professional Services team I am responsible for providing genesys consultative services for all our clients. My main duties revolve around design, architecture, and installation of all genesys software products, as well as acting as a mentor for my teammates. My specialties focus on Routing, GVP, SIP, and eServices.

Responsible for planning, configuration, installation, and support of all clients' genesys infrastructure, including framework, enterprise routing, reporting, GVP/IVR, and all day to day call center operations.

Responsible for operations support of our entire global Genesys infrastructure. This includes but is not limited to, Framework, Enterprise Routing w/ over 50 TServers, Workforce Mgmt., and ICON / Infomart. Tasks also included coordinating testing and implementation of any new software upgrades / hotfixes, system patching, and day to day maintenance tasks.Responsible for the service and maintenance of all telephony systems, including Siemens Hicom 300H PBX, HiPath 4000, Siemens Phonemail, Siemens Xpressions VM, Nortel / Avaya CS2100 VoIP system, UM2000, 3Com NBX VoIP system, and Verint call recording. Other responsibilities include building ACD routing strategies per the clients' requirements, creating agent setups, and working with onsite Siemens and Verint technicians to ensure that critical systems are maintained at peak performance. Duties also include equipment moves and adds or changes as requested by customers. Position requires extensive knowledge of all aspects of telecommunications, as well as integration with the public network.

Responsible for service and maintenance of all of the telecommunications systems and telephony servers; including Siemens ROLM 9751 PBX, Siemens Hicom 300H PBX, Nortel Norstar key systems, Siemens Xpressions voicemail, Nortel / Periphonics IVR system, Genesys CTI suite, Philips automated attendant system, Microcall call detail recording server, and SYMON messaging server. Responsibilities included designing skills based routing schemes per call center requirements, building UNIX shell and Perl scripts to automate notification of alarm and event data tracking, analyzing call center statistical data to make recommendations on improvements, implementing VoIP toll bypass solutions to connect remote facilities to main campus, and working closely with various vendors to make necessary enhancements to existing systems. Duties also included equipment moves, adds or changes as requested by customers.

Responsible for service and maintenance of Siemens PBX Systems and periphery. Fully trained on Siemens Hicom 300E, 9006 and PhoneMail systems. Duties also included equipment moves, adds or changes requested by customers and providing onsite customer service.

Hands-on knowledge of digital and analog circuits. Experience in designing, building and troubleshooting electrical circuits and systems. Nine months of on-the-job experience within manufacturing facility learning design, assembly and quality standards of the company's products.