Jerad Johnson Email & Phone Number

Irving, Tx, Us

Basking Ridge, Nj, Us

Basking Ridge, Nj, Us

In my current role, I am entrusted with the task of demonstrating impeccable performance as senior contact center platforms engineer to ensure timely execution of solutions. Driving new and modified call flows in line with customers' requirements by coordinating end-to-end call flow development, including ICM Scripting, VXML Scripting, agent creation/updates, and all other platform and application configurations. Enabling QM, WFM, and Analytics products integration within the contact center environment by serving as Subject Matter Expert (SME). Developing repeatable processes by deploying process improvements via effective utilization of workplace applications, such as Slack, Smartsheet, Jira and many other tools, leading to reduction of complexities, speed delivery, while preparing documentation of actions taken.Following are my key contributions:• Drove efficiencies and enriched customer experience by consulting with business users and recommending changes via creation of custom reporting to assess contact center metrics.• Developed custom monitoring applications to alert and populate tickets in case of meeting specific thresholds to minimize business disruption.• Developed workflows to drive changes across different stages, resulting in reduction of time to scope out requirements, LOE and improved delivery time with automatic notifications to the next engineer or customer.• Uncovered missed requirements and areas for improvement by collaborating closely with business and internal teams during the design and development phases.• Facilitated pre-sales tasks such as requirements requirement gathering and functional specifications documents, while completing solutioning documents, including High Level Designs (HLD), Low Level Designs (LLD), change requests and work orders.

Basking Ridge, Nj, Us

Leveraging exceptional professionalism, I was assigned the responsibility of playing an integral role as test lead and UCCE engineer for multiple projects. Driving testing, regression, and defect validation cycles by directing and mentoring numerous SIT teams as test lead of 15 testers. Guiding and coordinating with internal and external testing teams to enhance and standardize testing cycles. Collaborating with developers, end-to-end and user acceptance testing teams to quickly resolve defects. Leveraging object-oriented design and design patterns to develop and update enterprise applications/web services.Below listed are my key achievements:• Slashed minor regression cycles from 2-3 days to 1 day and major regression cycles from 1 month down to 2 weeks.• Contributed to timely deployment of 2000+ contact center agents, including multiple operating companies and external vendors.• Coordinated with local, remote, and offshore business users, designers, and developers across all phases of contact center transformation lifecycles.• Enabled provision of effective technical support to customer by testing, training, and coordinating implementation of $50M+ contract of 30+ contact center transformation across multiple lines of business, including multiple data centers, telephony providers, and varying regulatory restrictions.