Served as a vital team member in the development and maintenance of the new demo portal, contributing significantly to its success through active participation in support rotations, timely bug fixes, and the implementation of critical feature enhancementsConducted extensive experimentation with Amazon Bedrock, leveraging various foundation models to develop and optimize AI solutionsAs part of a select team of Solution Architects, co-developed a standardized GitLab repository template for GenAI demonstrations, establishing a unified framework that ensures consistency in code structure, artifact inclusion, and development processes across the organization, reducing demo setup time and promoting cross-team collaborationDesigned and implemented customized Asana dashboards to provide real-time visibility into demo project progress, resource allocation, and key performance indicators for senior leadership

Played a pivotal role in the planning and execution of a global conference for over 100 Amazon Connect sales specialists from across the world, coordinating venue logistics, curating the agenda, preparing technical content and presenting interactive sessions to drive alignment, knowledge sharing, and best practice adoptionDeveloped a comprehensive implementation checklist for Amazon Connect, providing sales specialists with a step-by-step guide encompassing planning phases, timelines, and resource links, thereby streamlining the implementation process and enhancing project success rates across the organization

Served as the primary customer facing technical expert for Amazon Connect, collaborating closely with sales teams to drive adoption and revenue growthConducted in-depth discovery sessions with prospective customer to understand their contact center needs and challenges, translating business requirements into tailored solutionsDeveloped and delivered compelling product demos, POC implementations, technical workshops and training sessions showcasing Amazon Connects capabilities and competitive advantages to decision makers and technical stakeholdersIntegrated Amazon Connect with AWS services such as Lambda, DynamoDB, S3 and Lex to create customer functionalities and automate workflows. Designed and implemented real-time and historical reporting solutions using Amazon Connect's native analytics tools and Amazon QuickSight. Proof of Concepts Practice, Amazon Connect Spearheaded the development of team processes, operational methodologies, and engagement protocols as a founding member of a newly formed POC Solutions Architect team for Amazon Connect, laying the foundation for efficient team operations and cross-organizational collaborationDeveloped blueprint-style, repeatable POC architectures and runbooks for common Amazon Connect implementations. These were designed to accelerate customer adoption, streamline the sales cycle, and showcase scalable solutions, resulting in reduced time-to-value for clients and increased efficiency in the sales process

Routing Optimization - Working with key lines of business to review current environment, and provide recommendations for optimization opportunities in the call routing space. Business Requirements Automation - Lead engineer responsible for developing a Use Case approach to simplifying the business requirements gathering process. Developed a tool that allows internal customers to quickly define clear and concise business requirements, while adhering to defined standards in the Contact Center. Contact Center Integrations - Key platforms and applications• RFP preparation, vendor evaluations and analysis, key platform selection, business case justification and financing cost analysis. Technologies include IVR, ACD, CTI and Call Routing, Softphone, Agent Desktop, MIS databases and interfaces• Design and deployment of Genesys call routing and infrastructure across multiple new sites• Experience deploying and managing Genesys CTI in a Cisco Call Manager VoIP environmentCall Parking and Skills Based Routing - Migration planning for 15,000+ agents, 28 disparate switch environment to a centralized skill based routing model at the data center level. • Organized and led business and technology orientation sessions with cross technology teams focused on: detailed call flows, workflows, switch level routing migration to Genesys, routing architecture, routing associated reporting requirementsDesign and Business Architecture• Primary technology liaison responsible for ongoing consultation, delivering technical presentations, design and planning sessions focused on complex routing solutions• Provide technical direction and leadership in support of key Business initiatives • Responsible for writing detailed business requirements and use cases for large solutions• Business design lead on multiple projects in support of IVR replacement. Solution analysis, business case development, RFP preparation, proposal analysis, internal technology infrastructure liaison

• As the Technical Account Manager, responsible for maintaining the technical and business relationship between Genesys and a large Telecommunication provider.• Responsible for an entire deployment of a TDM and VOIP based GVP-NE (formerly VWAP) platform, in a lab environment.• Discovery, analysis, design and implementation of a large scale Network Routing Solution project with a Fortune 500 company.• Responsible for providing technical assistance to a multitude of large Genesys customers throughout project deployment and troubleshooting phases.• Experience with a wide variety of Genesys software, including, but not limited to: GVP (EE, NE, and DE), URS, NRS, Framework, Agent Desktop, and Genesys Studio.• Lead Developer on an internal speech-enabled GVP application project for Genesys Technical Support.

• Developer on a Liberty Alliance integration project enabling core products to participate in federated environments (as identity provider or service provider via SourceID.java)• Web UI Development using custom JSP/Servlet Model 2 UI framework (e.g. struts)• Analysis, design and implementation of several new and existing E-Commerce solutions• Organized and managed the development group during final integration testing • Responsible for the complete life cycle of the product – Analysis, Design, Development, Testing (including unit testing, integration testing and functional testing), Deployment and Support• Contributed to creation and refinement of various processes across multi-functional development teams