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.

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.

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.

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.

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.

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.

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.

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.