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@servitel.com.au
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Greg Fayerman is listed as CTI Engineer Team Lead at Servitel Communications at Spark New Zealand, a with 4448 employees, based in New Zealand. AeroLeads shows a work email signal at servitel.com.au and a matched LinkedIn profile for Greg Fayerman.
Greg Fayerman previously worked as CTI Engineer Team Lead at Servitel Communications and Customer Capability Enablement at Spark New Zealand. Greg Fayerman holds Bursary Level Calculus, Statistics, Physics, Chemistry, Biology, English from Palmerston North Boys High School.
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AeroLeads found 1 current-domain work email signal for Greg Fayerman. Compare company email patterns before reaching out.
I am an experienced IT professional with a wide range of skills, including strong product knowledge, process mapping, designing improvements, and delivering of solutions.I have significant telecommunication industry experience with a focus on contact centre and self-service technologies. • Experienced in Contact Centre solutions with over 20 years of experience. • Expertise in developing and delivering optimal customer experience solutions. • Outstanding analytical skills and ability to understand problems, and thus able to work through to resolution.• Excellent communication skills with ability to adapt and customise to the target audience.• Strong knowledge and understanding of Genesys platforms, including obtaining Genesys Certified Professional 8 status in ‘System Consultant, Inbound Voice’.Key Skills include:• Interactive Voice Response (IVR) design, optimisation and management including Tone and Automated Speech Recognition (ASR).• Customer service self-service design, development and delivery.• Ability to create solutions from evidence based data analysis. • Ability to absorb technical information with understanding.• Holistic and creative thinking allowing outside of the box problem/solution resolution.• Strong knowledge and understanding of Genesys platform including Voice, E-Services, and work flow.• Communicate intuitively with a wide range of audiences - from leadership and key stake holders, to technical teams, external customers and vendors.
Listed skills include Ivr, Genesys, Technical Support, Telecommunications, and 15 others.
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A career timeline built from the work history available for this profile.
Palmerston North, New Zealand
CTI Engineer Team LeadSpecializing in - Mitel Cloud based Telephony and Contact Centers - FortiNet and Networking Firewalls - Wifi and Data services.
• Management of voice and non-voice interactions, including Genesys Voice / Chat / email, Cisco Network Intelligent Call Management, cradle to grave traffic delivery.• Maintaining and developing Inbound and outbound interactions platforms (voice and non-voice) for 2400 front and back office agents handling ~120,000 calls, ~20,000 emails, and 10,000 chats per month.• Integration with leading contact centre CRMs such as RightNow, SAP, and Siebel
• Interactive Voice Response (IVR) design, optimisation and management including Tone and Automated Speech Recognition (ASR).• In-depth data analysis of customer interactions and behaviours, in order to 'tune' the Speech Recognition AI.• Designed and maintained many self-service applications and portals focusing on removing costs from the contact centre whilst increasing customer satisfaction of over 1,000,000 transactions a month.
• Management of voice and non-voice interactions though traditional and cutting edge technology. (PABX, ACD Queue, Multi Site ‘Skill Routing’, Intelligent Network, RightNow etc.)• Integration with leading contact centre CRMs such as RightNow, SAP, and Siebel • Interactive Voice Response (IVR) and Automated Speech Recognition (ASR) Management. • Real-Time and Historic reporting on Contact Centre KPIs• Genesys Certified Professional 8 status in ‘System Consultant, Inbound Voice’• ITIL Foundations Examination
• Identify, influence, design and implement opportunities for Voice Self Service/IVR with particular focus on delivering an optimal customer experience and driving business value.• Expanded the Genesys suite to all Spark Contact Centres, encompassing all branches of the business.
• Supported and influenced the successful delivery of the Genesys CTI into Telecom Contact CentresIntroduced High Availabilty of IVR / Genesys platforms for all IVR and 0800 traffic.• Captured and managed all Voice Self Service/IVR business rules and requirements. Was the technical liaison point for changes to the environment.
• Designed and delivered optimal customer experience through Telecom's Contact Centres.• Produced clear and fully detailed specifications for changes to the IVR’s• Aided business unit idea/creation flow with IVR best practice principles.• Promoted IVR self service and queue technology as the best cost effective means to handle call traffic.• Championed the introduction of Voice Recognition technology
• NEAX / PBX and IVR investigation and documentation. • Developed methods and procedures to transition IVR from project status.
• Trained new and existing staff on dedicated systems.• In depth knowledge of internal systems and processes.
• Managed staffing requirements; both forecasting/scheduling and real-time centre management.
• Trained new and existing staff on dedicated systems.• Maintained and updated training material and online training tools.
• Customer Services Agent for Telecom Operator Services.
Other employees you can reach at sparknz.co.nz. View company contacts for 4448 employees →
Will Yates
Colleague at Spark New ZealandNew Zealand
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Tiffany Gilbert
Colleague at Spark New ZealandChristchurch, Canterbury, New Zealand
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Katrina Lambert
Colleague at Spark New ZealandRolleston, Canterbury, New Zealand
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Jay Jeffrey
Colleague at Spark New ZealandAuckland, New Zealand
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Shyam Nathoo
Colleague at Spark New ZealandAuckland, New Zealand
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Prabhash Kashyap
Colleague at Spark New ZealandAuckland, New Zealand
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Jorja Miller
Colleague at Spark New ZealandNew Zealand
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Justine Hine
Colleague at Spark New ZealandNew Zealand
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Avjit Attri
Colleague at Spark New ZealandAuckland, New Zealand
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Michelle Gerrard
Colleague at Spark New ZealandNew Zealand
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Quick answers generated from the profile data available on this page.
Greg Fayerman works for Spark New Zealand.
Greg Fayerman is listed as CTI Engineer Team Lead at Servitel Communications at Spark New Zealand.
AeroLeads has found 1 work email signal at @servitel.com.au for Greg Fayerman at Spark New Zealand.
Greg Fayerman is based in New Zealand while working with Spark New Zealand.
Greg Fayerman has worked for Servitel Communications, Spark New Zealand, Telecom Corporation Of New Zealand Limited, and Sitel Nz.
Greg Fayerman's colleagues at Spark New Zealand include Will Yates, Tiffany Gilbert, Katrina Lambert, Jay Jeffrey, and Shyam Nathoo.
You can use AeroLeads to view verified contact signals for Greg Fayerman at Spark New Zealand, including work email, phone, and LinkedIn data when available.
Greg Fayerman holds Bursary Level Calculus, Statistics, Physics, Chemistry, Biology, English from Palmerston North Boys High School.
Greg Fayerman is listed with skills including Ivr, Genesys, Technical Support, Telecommunications, Customer Service, Contact Centre Technology, User Experience, and Business Analysis.
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