Ethan Esengo Email and Phone Number

When GPT-3 APIs first came out, I dedicated all the hours I could. Creating a persona system using Google Sheets with a pop-up UI for selecting parameters and interacting. Each "game" was documented and stored in the sheet tabs. I generated images for system and user responses, chaining multiple LLMs together with an overarching persona framework that influenced each part of the chain in unique ways. I created, refined, and simplified several personas, running the same messages through them to observe changes. I could also inject memories after the fact, analyzing responses with images on a timeline. I worked with knowledge graphs, separating the edges and nodes, utilizing summaries and timelines, and even tried psychological tactics, inducing and exploring the system's psychosis. I frequently swapped models and systems, such as DALL·E and Stability AI, generating adaptive cards with custom styling and JavaScript for an interactive experience.I also developed a database system in Google Sheets that combined traditional relational data with JSON and JavaScript, allowing for custom emojis with sound bites and animations tailored to interactions.Additionally, I created a philosophical debate system where the AI picked historical experts or personified beliefs to debate. These personas graded and evaluated each other’s input, with simulated audience and corporate interests influencing additional rounds of collaboration and discussion. The results were used to determine implementations, followed by iterations or new topics.Currently, I'm mixing data and responses across various data types and models, trying to replicate art generations consistently across platforms. I discuss these across different models and map this data back into the metadata of my images.

• Drive towards Key Performance Metrics (KPIs) such as Billable Utilization, Margin, Cycle Time, Net Promoter Score (NPS), Customer Satisfaction (CSAT), Time To Productivity.• Lead and evolve a critical function within the Professional Services organization for a recognized leader in global cloud communications.• Develop the delivery engineering team by increasing their skills, competencies, adherence to Best Practices, and compliance with Professional Services standards.• Supervise the creation of repeatable code libraries, to streamline deployment and standardize quality allowing for greater automation.• Work cross-functionally to communicate technology vision, evolution, project scope, timeline, and dependencies for technology-based developments.• Delivering on and helping to create a standardized documented methodology and ensuring consistency of reporting for roll-up of PMO wide updates for executive consumption.• Partner with Sales, Customer Success, Support, and Product Management to delight customers and ensure the highest levels of Satisfaction.• Own initiatives to develop the team, deliver organizational improvements, and evolve business strategy.• Ensure key initiatives aligned with the business goals and meeting required timelines / executive commitments.• Managing a team of post sales delivery professional service implementation engineers planning and delivering Contact Center as a Service (CCaaS).

• Create technical training materials and host a training path to upskill engineers into NICE CXOne Contact Center experts. • Allow the opportunity for those with no CC experience to enter and excel in the industry.• Create repeatable and reusable highly technical content library.• Design technical training curriculum, lesson plans, materials, presentation, workshops, knowledge checks, and lead the courses.• Transitioning to on the job mentoring and coaching. • Building relationships and networking within different pockets of tenure and departments breaking down silos and encouraging collaboration.• Supporting a culture of collaboration, discussion, and empowerment through hosting and delegating huddles and meetings.

• Subjects Matter Expert dedicated to supporting and assisting Australian region. • Assist in mentoring Philippines, US, and Australian regions.

• Learning Google's App Script to develop API driven Contact Center data collection processes and tool. • Assist with planning, business case approval, development, creation, and maintenance of repeatable code libraries, applications, and processes to streamline deployment.• Review and discuss different UCaaS and CCaaS roadmaps across internal departments and key partnerships.

• Expertise in Contact Center design, post sales implementation, integrations, consultation, and custom solutions.• Lead proof of concept to win a major deal pre-sales.

• Cracking, essentially a black box of, differing Oauth 1.0 standards between NICE CXOne (InContact) and Netsuite correcting encoding and hashing differences.• Consulting, Design and development of complex Automatic [Contact] Distribution (ACD), Interactive Voice Response (IVR), and complex / custom integrations (Rest, SOAP, DB Connectors, Cloud Relays).• Exposure across SMB and Enterprise levels delivering the Gartner Magic Quadrant leaders in UCaaS and CCaaS high end contact centers.• Providing process, data and object modeling in a variety of application and database, and Customer Relationship Management (CRM) Systems, Protocols, and Environments.• Assisting and troubleshooting CTI and CRM installations and setups.• Assisting and troubleshooting development of custom software consuming partner APIs.• Providing technical architecture leadership, analysis, design, development, and enhancement• Expertise in industry leading contact center technologies• Assisting with the development of client information management standards and evaluation of technology trends.• Contact Center Operational Experience• Contact Center Software Solution Experience• Previous experience with Contact Center Workforce Management (NICE IEX), Quality Management or Analytics Systems (NICE and Verint some exposure to Gong).

Building applications using C# WPF and VBA that automate and increase process flow for tedious tasks used during implementation and engineering.Full stack development of applications that produce Contact Center studio scripts and wav files.Created solutions that work alongside existing services that allow interaction recording from cradle to grave and adding IVR and CRM data to those interactions.

• Providing Professional Services on Demand (PSOD) supporting changes, consultations, and troubleshooting on the fly.• Set up Interactions Convention and engaging in face to face PSOD and creating adhoc demos.• Focusing on all things NICE inContact Studio• For new customers, support the post sales NICE inContact’s Implementation Management Team by building the complex and custom IVR integrating with CRMs, homegrown APIs, ASR, DB connectors, dialer from SMB to Enterprise customers.• Support other internal organizations with complex NICE inContact Studio functions. Working with NOC to develop custom solutions.• Create Custom Reports • Manage projects to maintain customer deadlines and ensure Go-Live dates are met for our customers.

Should be noted that in the last year my involvement declined. Started a full time job for an industry leading company as an Expert Services Engineer. The commute was long and eventually after my truck died, they rearranged train times, and removed bus stops, eventually rivaled and sometimes beat my hours working… as well as divorce and one of my couch surfing periods. • Implemented eCommerce and Ticketing systems• Reinvigorated memberships from failures to major success • Reorganized tournaments via ticketing system, mail / text campaigns, and word of mouth

• Prepare and Pitch to Investors• Participate in incubator• Assist in Pivot of core company purpose from Location Based Virtual Reality (VR) Arcades to Tournament driven platform, services, and content.• Setup and run multiple conventions • Assist in Demoing, Testing, and Developing concepts involving games, applications, and experiences involving VR, Apple’s Augmented Reality (AR), Microsoft’s Xbox Kinect, lighting systems, and mechanically driven interactive environments.

Trained customers on how to have a great experience using VR equipment.Pitched exciting new experiences to potential passerbys in the mall and attendees at Expos / Conventions.Cashier up selling membership and events.Maintaining clean and safe environment and equipment.

I learned to code there. We had reports that would take several hours to comb through the data for each lead and make it presentable for their teams. In excel I used Macros and looked at the code behind. Then I was off to the races with .NET VBA. Created an automated Multi-Metric Report that contained all the sales KPIs in a clean and fun format. Others wanted it so I made it run for all sales teams at once. It continued to grow; each Operations manager, Covered the Retention teams and metrics. Automatically posting to team share points for real-time. Including WFM using forecasting from IEX and confirming with activity from Avaya. Automating emails to team leads and following up with reminders if the agents hadn’t logged in. I learned many other things during my time at Convergys. The ins and outs of a Contact Center at many levels.• Traveled for 1 month each to 3 new sites (New York, Missouri, and Georgia) ensuring strong launch and completing lasting training for the site’s successful future• Coaching and educating 15-20 agents in sales and retention daily• Constructing interview process and redefining special teams’ roles to have a more substantial impact on the calling floor• Fostering subject matter experts through self-assessment focused coaching• Monitoring trends real time and adjusting strategies to compensate for the changes• Creating automated reporting through excel VBA coding for quick and easy data analysis

I worked with non traditional students, most of which were just trying to pass their last math class. Many had always hated and struggled with Math. It gave me great purpose to give them back ownership of their education. Even having others continue on taking additional math classes that weren’t required for their degree because together we learned to love math!• Provided critical educational services to 15 students through 1-2 hour 1 on 1 interactions weekly• Maintained student engagement through an implementation of varied teaching styles to best match each learning and communication style• Assessed students’ needs based upon strengths and weaknesses• Ensured long term educational practices through Socratic questioning opposed to handing out answers• Mentored students through the semester as well as suggested other applicable services the university provided

I learned hard work taking 12 hours night shifts (3-4 days a week) while tutoring 30+ hours, going to school 18 credit hours, and being a newly wed. I barely had any hours to nap, let alone sleep.It ingrained the importance of quality and impact. If just one thing was off it could scrap whole batches and hours (or even weeks) of work. Each process and the transition between needed to be efficient to maintain goals.

• Produced high quality products with extreme accuracy and maintaining tight tolerances• Self-managed time and contributed to a well-functioning team• Ensured quality through rigorous and consistent evaluation

Traveled to Wyoming to support the site while we hired and trained new employees after a large group quit.

• Maintained a clean and productive environment• Sustained crew morale and customer satisfaction through engagement and rapport building

Prepare and cook food for customers. Train and lead other cooks. Maintain a clean and productive environment. Handle special tasks given by the manager. Ensure quality of product. Perform closing duties.

Bill Write in Turning PointElvis Impersonator in Who Killed Elvis

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Lucentio in Shakespeare's Taming of the ShrewFeste the Fool / Narrator in Shakespeare's Twelfth Night or What You Will