Brad Hammer Email & Phone Number

Menlo Park, Ca, Us

In my role as a Senior Technical Support Engineer on the Routing, Architect, and Dialer team at Genesys, I specialize in supporting the Genesys Cloud CX platform by solving complex technical issues related to call routing, workflow design, and outbound dialing solutions.My day-to-day involves diagnosing and resolving advanced technical challenges, often requiring in-depth expertise with Genesys Cloud CX’s routing logic, Architect flows, and dialer configurations. Acting as a liaison between end-users and our development team, I identify opportunities to improve the product, share insights on customer pain points, and contribute to strategic discussions on platform enhancements.

Cambridge, Massachusetts, Us

- Assist in building support infrastructure, policy, and procedure- Contributing to support knowledge base- Assist in interviewing and training new hires- Advanced troubleshooting of systems and software- Configuration changes/updates to software interface- Participate in On-Call operations- Communicate the status of support tickets to customers and triage tickets outside of CS scope- Building data analytics for Operations department within BI tools

Cambridge, Massachusetts, Us

As one of the original support team members, I assisted in building support operations from the ground up and laying the groundwork for support policy and procedure development. During the majority of this period, I reported directly to the COO.

Indianapolis, Indiana, Us

- Assists customer dental offices with installation, configuration and troubleshooting of claim management software.- Train new customers on the use of Remote Lite and the claim submission process.- Troubleshoot Networking and windows compatibility issues. - Provide support in regards to the status of submitted claims and assist customers in fixing issues with claim data.-Worked with Development on special projects designing UI enhancements.

Herndon, Virginia, Us

- Contacted borrowers on behalf of the United States Department of Education- Used knowledge of current repayment plans and alternative options to help borrowers navigate the complicated topic of loan management and repayment- Used diplomacy and de-escalation skills to defuse negative or hostile conversations- Worked with a team to achieve goals set by management

Muncie, In, Us

- Converted software user help files to a format compatible with newly installed technical communications platform- Worked in a team environment reflective of Agile software development methodology - Revised content of user help files to align with updated software - Adapted editing activities to meet the emergent needs of the software development process- Completed training on Agile software development and Scrum, software systems designed by Ontario, and target industries for Ontario Systems software

Information Technology Certificate, Web Development

Bachelor'S Degree, Design And Visual Communications, General