Dmitry Novosad Email & Phone Number

Moscow

Contact Center solutions: design, implementation, support and upgrade of Contact Centers based on Avaya Interaction Center (v.7.2-7.3), Avaya Aura Experience Portal (v.6.x-7.x), Proactive Outreach Manager (v.2-3), CC Elite Multichannel, Avaya Breeze. IVR application design and development using Avaya Aura Orchestration Designer. Implementation Nuance Speech Recognition, dynamic grammar development.Video conferencing solutions: deployment of solutions based on Avaya Aura Conferencing (v.6-8) and Avaya Scopia / Equinox. Management UI customization, helper software development with built-in API.Networking: network architecture and implementation based on network equipment of Extreme Networks and Avaya VSP / ERS, Secure Router. Virtualization: VM Ware vSphere laboratory cluster design and implementation.System Administration: implementation and maintenance of OS Linux and Windows Sever, Oracle and MS SQL Server databases. Configuration of web servers (Apache Httpd, Nginx, IIS), reverse-proxy / load balancers, application servers, mail servers, etc. for development environment.Development: custom reporting solutions design, development and upgrade (Java 6-10, Oracle 10g-12c, MS SQL Server 2008-2012, MS SQL Server Reporting Services, jQuery, JSP/Servlet, JDBC, JSON-RPC). Integration with customer’s business processes and solutions. Helper software development with IC SDK, DMCC SDK.

Moscow

Installation, integration and support of Contact Center solutions based on Genesys (7.5-8.1);Customization and tuning of standard Genesys software and solutions: customization of agent’s application – integration with Amdocs billing system (HTML/JS, integration via HTTP), development of custom reporting module with dedicated reporting proxy-server (HTML /JS, JSP/Servlet, Genesys Statistic SDK), integration with IVR application; solution development for increasing level high availability of IVR system (replacing ineffective built-in file caching system on Squid-based solution with load balancing, clustering of real-time IVR application (Squid, Apache Web Server + mod_jk, Apache Tomcat in cluster).Configuration editor application (JQuery, JSP/Servlet, JDBC, Oracle 9i, Genesys Configuration SDK).Customer feedback system: common architecture of reporting subsystem (3-tired application), database architecture, development of PL/SQL stored procedures and RPC interfaces (JSON) for calling stored procedures and caching of results (JQuery, JSP/Servlet, JDBC, PL/SQL, Oracle 10g).Modification of IVR solution engine: database architecture, development of Java interfaces for database access (JDBC, PL/SQL, Oracle 10g).

Moscow

Architecture development, installation, integration and support of Contact Centers solutions based on FRS IPCC 5.0, FRS IPCM 5.1 software (SIP protocol); architecture development, installation and support of CRM-systems FRS HEAT, FRS ITSM. Integration of FrontRange software with customer’s business processes and third-party systems. Development of reports using Crystal Reports and T-SQL, server-side COM-applications (MS Visual Studio), server-side JS components. Administration of MS SQL Server 2000 / 2005. Remote support (24x7) of customer’s Contact Centers.

Server-side software support (24x7), data management (development of automatic backup process, WSH), support of users, web-project development (Apache Web Server, Apache Tomcat, Java, PHP, HTML, JavaScript, CSS)