Support customers with a focus on Management Framework and Historical Reporting solutions including WFM, Pulse, and Stat Server.Work with Third Party vendors to resolve complex customer issues.Engage with product development to resolve software defects.

Responsible for the review, design, development, and execution of Contact Center enhancements and projects globally for the Genesys Pure Connect application. Additionally, performing the release planning and change control activities for all contact center changes. Design items include attendant call flow, handler design, database updates, and real time reporting management.

Manage product defects by identifying the issues and collaborating with Design for resolution. Provide top tier customer service and technical support on reported issues from the business partners.Implemented and managed a lab of 10 Host servers and over 100 virtual servers.Risk Assessment / Impact AnalysisResearch and DevelopmentTechnical Specifications DevelopmentPlanning / Implementation

Managed international customer trial programs allowing products to be launched per schedule with high quality. Managed accurate release testing for all new applications, providing final approval for fully functional solutions prior to general availability. Implemented user acceptance testing with a focus on documenting defects and executing test cases.Provided enhanced support to Channel Partners on first implementation of Contact Center reducing implementation time and cost at their customer sites.Provided high level support and resolution management for Contact Center Multimedia solutions.Created instructional videos facilitating the installation and integration of Contact Center products.