As a Software Engineer within the Technical Managed Service team, my primary responsibility is to ensure that the Workforce Management (WFM) software aligns with our customers' objectives. In addition, I also serve as a Service Delivery Manager, where I work to ensure the availability of necessary resources for maintaining business continuity. I take my role very seriously and remain committed to providing the best possible service to our clients.

• Workforce Engagement-SME.• Technical Team Lead responsible for developing/maintaining trusting support relationships with business partners, customers, and Verint. • Maintain detail oriented ServiceNow and Siebel ticketing system updates to meet SLA requirements. • Cloud and on-premise support engineer familiar with working in HIPPA, PCI, and security restricted environments.• Maintain duties from previous Senior Product Support Engineer role listed below.

• Workforce Engagement SME/Team Lead Engineer/Official back up to the WFE senior manager, overseeing the daily functionality and productivity of engineers spanning the United States, Canada, and India.• Gained clearances required to support telephony recordings products in security restricted government agencies.• Handled technical customer escalations by setting and managing realistic expectations of software bug fixes, deliveries, and development.• Provided Day-2 tier III troubleshooting support of the Workforce Optimization (WFO/WFE) and the Avaya Contact Recorder product lines in both on premise and cloud based multi-tenant managed services environments.• Lead support engineer for 3rd party server certificate integration into Avaya Contact Recording/ Workforce Optimization servers.• Evaluated and improved contracts with business partners to identify support gap deficiencies, and ensured responsibilities are clarified in writing before Day 2 acceptance.• Participated in on-call rotation for after hours critical support issues.

• Day-2 technical support engineer tasked with meeting the support needs of our customers' WFO products by understanding/clarifying issues, reviewing log data, and implementing corrective software bug and network vulnerability fixes.• Provided Tier III technical support to the Professional Services organization during WFO product implementations. • Mentored engineers to assist in their technical development.• Technical lead in publishing numerous solutions within a knowledge base used by customers, business partners, and internal support groups.• Self-motivated and a consistent high-contributing teleworker.

• Performed Tier II/III support of the Symposium/ Contact Center Management System (CCMS) product line.• Managed and supported the introduction an OEM branded Witness' Contact Recorder/Quality Monitoring (CR/QM) product line and it’s integration with the CCMS/PBX.• Developed and taught technical courses on the CR/QM products.• Assisted with certification test development for the CR/QM product line.