James has been a IT and CTI Telephony expert for since 1993. For most of those years James has been focusing on call center conuslting including CTI systems integration. His experience strengths include computer telephony integration (CTI) systems, call center technical and business assessments, call center routing, reporting and desktop solutions, interactive voice response (IVR) systems, information technology and systems integration. James has played key technical and leadership roles in large projects for many industries including telecom, insurance, utilities, finance, cable, software and government. James has been certified as a Genesys Systems Engineer (CGE) since 1998. Other certifications include Genesys Certified Professional: Developer Inbound Voice (DIV), Genesys Certified Professional: System Consultant Inbound Voice (CIV), Certified Novell Engineer (CNE), and the Business Computing Cooperative Program (BCOP). James has focused on architecting and implementing call center solutions, with a deep emphasis on Routing and Reporting in large multi call-center environments. James has also participated in technical discovery and solution audit sessions with Genesys Labs.James has the role of director at TTEC Digital. These duties include leading teams, consulting, building and practicing methodology, planning, quality assurance, education and knowledge management for the contact center practice.Specialties: Call Center ConsultingCall Center RoutingCall Center ReportingCall Center Solutions