Igor Mishchenko Email & Phone Number

Lethbridge, Ab, Ca

Calgary, Alberta, Canada

• Communication with the client to collect business requests for Genesys PureCloud.• Create/update technical documentation and visual diagrams with business processes and procedures• Global configuration. Development/modification/launch/support of scripts in Genesys Pure Cloud Architect• Configure contact center, telephony, Screen Popups (Scripts)• Design/modify/delete/maintain objects in Genesys PureCloud (agent/queue/routing object, etc.)•Setting up actions for integration with SalesForce/ServiceNow/MSDynamics• Integration with Google Dialogflow• Integration with systems (CRM/Ticketing system/Web services)•Testing the new future and recording the results on Jira.• Create/Update services Amazon EC2/S3/Contact Len/Lex/Lambda/DynamoDB• Migration from Cisco UCCX/UCCE/PCCE to Genesys Pure Cloud CX•Support/administrate Amazon Connect (instance/phone numbers/import users/IVRapp/ queue/etc.)

Toronto, Ontario, Canada

• Implementing and supporting Cisco UC and UCCE Contact Center solution• Design/Modify/Troubleshoot/Support Cisco Packet Contact Center Enterprise PCCE v10.5/11/11.6.• Design/Modify/Troubleshoot/Support ICM and CVP Scripting.• Configuring and supporting Cisco Unified Communications infrastructure (CUCM, CUC and IMP) v10.5• Evolving and leveraging cloud capabilities for Intelligent routing, Context Services, AI and Biometric• Integration with Upstream Works for incoming/outbound Omni-channel collaboration and CRM MS Dynamics/service desk ServiceNow integration. • Administrate/Troubleshoot/Support Nice Voice Recording v6.7 • Communication with customer service and business unit and participation in internal/external projects • Test new future and fix results on Jira• Create instruction and documentation for internal/external customers• Interaction with sales and support vendor’s teams Cisco/Microsoft/Nice/VMWare/ServiceNow.•Administrate/support Amazon AWS for migrating from Cisco UC to Amazon Connect

Kiev, Ukraine

• IT Operations focused program and project management, with initiatives to include infrastructure transformation, end user experience transformation, corporate office strategy (builds/moves/closures), software governance efforts, andothers.• Accomplish strategic objectives by overseeing multiple project activities.• Facilitate the definition of project scope, goals, and deliverables• Create strategies for risk migration and contingency planning• Continually monitor and report on the progress of programs to all stakeholders and team members• Oversee project teams and manage conflict within the team• Present reports defining program progress, problems, and solutions• Implement and manage scope changes and interventions to achieve objectives• Provide configuration, support, and troubleshooting of Contact Center Enterprise (UCCE) components: ICM, CVP,VXML, CUSP, CTI, CUIC, Finesse. ICM and Call Studio scripting.• Provide configuration, support, and troubleshooting of Call flow (Cisco Call Studio) and route design(Cisco ICM)• Provide configuration, and integrate IVR application with other systems DB/CRM/ERP used SAOP/Rest/XML.• Development of processes and methodologies such as release planning, business systems analysis, anddocumentation, business process reengineering, business case development, status reporting, testing, and testing methodologies.

Kiev, Ukraine

• Support and troubleshoot Business Service, Smart-Script, Workflow, GUI etc.• Integration with Cisco IPCC 7 and Bank’s Systems• Implementation and support of Email/Outbound Marketing for the Campaign of Siebel CRM• Support of testing and user acceptance testing.• L1/L2 Technical support Cisco IPCC (IPIVR/ICM/CUCM/Outbound/Web View/CAD) and Oracle Siebel CRM oncustomers’ sites.• Integrate contact center with another system DB/CRM/ERP• Provide configuration, support, and troubleshooting of Contact Center Enterpris.

Gather requirements and tasks of the system developers• Creation of technical documentation.• Support/Management Avaya IP Telephone based on the Avaya Contact Center Elite (Avaya IC/ Avaya CM/Avaya AES)• Support/Management VDNs, Vectors.• Microsoft Windows Servers and Services (IPv4/DHCP/DNS/FTP/Active Directory/ISS/File Systems permissions (NTFS))Azure/Azure AD, Exchange Online, and VMWare.• Migrate from Alcatel to Avaya Contact Center Elite.

Kyiv, Ukraine

• interaction with providers to ensure the operability of channels 24*7*365 • Implementation and maintenance of Nortel Contact Center 6.0. • Administration of the automatic Outbounds system Smart Phone. • Organization of mass mailings SMS • Provide technical support to Health jobs agents

• Solving technical problems of users. • Verifying service company AD/Ip telephony/Print servers/Exchange/Network and Internet access.• Writing technical documentation and instructions. • Development of technical standardization, writing the budget for the purchase of office equipment.• Search, testing, and implementation of IT solutions

Finance

Education record