Greg Ewan Email & Phone Number

Remote Office

Senior Lead Systems IT Analyst and routing architecture auditor for the CenturyLink hosted Contact Center Solutions platform to oversee the overall telecommunications solution from a technical perspective with business leaders and critical stakeholders. Extensive data analytics, and adhered and enforced compliance methodologies. Projects included entire state governments, & multiple corporations in order to deliver a successful routing solution. Approved Business Design Documents before routing deployments could begin. Created and executed test plans for monitoring and reporting and auditing, in compliance with ICRM standards. Post sales technical liaison for business partners, and executive leadership, and vendor management. Thorough understanding of telecommunications routing platforms, hosting, Genesys, CCPulse+, Genesys Agent Desktop, Genesys Supervisor Desktop, GI2, Configuration Management Layer, Genesys Infomart, Key Performance Indicators (KPI), Stat Server, IVR support, Enterprise level recording solutions (NICE), universal remote agents, and detailed support all other global telecommunications infrastructure including reporting. Detailed understanding of the telephony CTI, network protocols, firewall requirements, and all other routing solutions. Avaya, Verizon, and AT&T support technical Liaison with emphasis on continuity to identify gaps in internal/external architecture between multiple vendors and oversee overall routing design.

100% Remote Office; 1 Year Contract

Genesys Routing coding and development with extensive background in complex call and contact center operations and technology. Worked closely with senior business leaders and IT staff as well as strategic planning and project deployment. Genesys list object routing/coding, Supported Verizon cloud and Avaya routing applications. Routing configuration, coding, and audio prompter configurations/uploads with the cloud Verizon Network Manager routing interface. Inbound routing and scripting for complex call center operations. Deployed change modifications and interactions between Genesys, and supported routing on many Avaya PBX's across the United States, and load balancing call traffic to the Philippines for business requirements as needed.

100% Remote Office; 3 Year Contract

Maintained an account with approximately 5 million global inbound calls per month, Genesys Technical Account Manager, (consultant) for the AT&T Enterprise Router Service Center working directly with the global deployment of Genesys products, solutions, and support as a liaison between senior management staff and the AT&T cloud-hosted service center. This included active monitoring of multiple platforms for global/multinational corporations assuring that all telecommunications traffic was optimal for tens of thousands of calls each day. Applications supported are Configuration Manager, Solution control server, Universal routing server, T Server, SIP Server, Message Server..

Tampa, Fl

End user support for Genesys components and maintaining the integrity of the CTI infrastructure. Configuration using Genesys Configuration manager, and (OCM) outbound campaign manager. Implementing of Best Practices. Modification of Genesys routing subroutines as required. Maintained and administered Blue Pumpkin workforce management software, and updated schedules for the purpose of schedule adherence. Responsible for the maintenance and administration of daily operations reports for the AARP/New York Life contact center. Assisted as required to synchronize CTI softphone, and to troubleshoot general PC issues as they arose. Backup support for T-Server, Installing CCPulse+ upgrades/updates, Stat Server and diagnosing (IR) Interaction Router issues and CTI framework issues.

Tampa, Fl

Responsible for the daily operations reporting for the call center, data analysis and compilation for departmental reporting. CMS report creation, Crystal Report Design. Avaya vector programming/routing, assigning skill levels to agents for multiple languages and skills including (EAS), or expert agent selection. Maintained financial spreadsheets for sales programs and inter-departmental incentives. Responsibilities included creating and maintaining advanced formulas and macros with Microsoft Excel. Responsible for end-user technology with Avaya phone equipment, CMS and Centrevu and providing reliable deliverables.

Avaya vector programming/call center routing strategies, assigning skill levels to agents for multiple languages and skillsets, maintained financial spreadsheets for sales programs and inter-departmental incentives. Responsibilities included creating and maintaining advanced formulas and macros with Microsoft excel. Responsible for end-user technology deployment with Avaya phone equipment. Report building in CMS and Centrevu.Responsible for problem solving of the Oracle Procure to Pay software suite. Experienced with EDI, VAN’s, and Flatfile transfers, Assisted with integrated system testing, user acceptance testing and worked closely with oracle developers to assure that all fixes, patches and upgrades to the P2P procurement software were in accordance with the corporate guidelines and software release parameters. In addition, intermittent responsibilities included maintaining the project plan for the Citigroup investment Banking and Solomon Smith Barney merger of the set of general ledger accounts. Lastly but not limited to the Deployment of the Concur expense management software in Brazil. Ran daily, weekly and monthly SQL reports.

Responsible for configuration of the Genesys framework in multiple locations (Tampa, FL; Monroe, LA; Maitland, FL). Experienced with T-Server, Interaction Router, Stat Server, CC Analyzer, Call Concentrator, Workforce Manager (WFM), CCPulse, Agent Pulse, Agent SoftPhone. Maintained project plan for technical integration of release updates, version upgrades). Coordinated and managed testing with end users to assure that product installation was seamless. Responsible for training and installation of new software releases, monitoring user testing and regression testing. Additional responsibilities included version upgrades for both the servers and end user population of over 2000 phone agents in three cities. This encompassed several desktop applications for managers, supervisors and agents. Ongoing Server and PC troubleshooting was required to identify errors and to determine software issues. Exposure to Edify VRU, X25, and running Oracle database scripts.

Maintained the Ayava PBX for Citicorp. Assisted with the telecommunications migration of over 2000 phones, faxes, modems, and live 6 live call centers to a new business facility. This included the Citicorp Traveler's Checks call center, International Personal Banking, Global Trade, and Global Cash Management (EBT), and others. Wrote and tested/deployed CMS (Lucent Technologies) PBX call-routing vectors, CMS maintenance, coordinating daily operational moves, additions, and changes with the on site installation tech (MACS). Additional responsibilities included working with senior management to establish criteria for the COR, COS, FRL'S, and ARS tables. Administered Audix and voicemail as required. Coordinated upgrades to the G3r PBX and to CMS which included ordering and upgrading phone instruments, firmware and hardware. Additional responsibilities included ordering new circuits, designing routing plans with MCI and creating contingency disaster recovery plans. Administration of the NICE digital voice logger and retrieved phone data as required for legal cases with Citigroup worldwide securities.