Empathy takes practice

Genesys powers more than 25 billion of the world’s best customer experiences each year and is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions.We passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships.Read more at: http://www.genesys.com/about

DaySpring Assisted Living is Plano's only locally-church owned senior care facility. Located on the campus of SENT Church on Spring Creek Pkwy and Cheyenne Trail in West Plano, DaySpring has provided families with a safe, intimate community where seniors' lives are enriched with personal care and love since 1998.

Help prepare students for the professional world. Provide guidance and support to mentees to assist in professional development and career advancement.

Zendesk is a beautifully simple, sophisticated, and a versatile customer service / engagement platform.1. Customer support (omni channel, reduce backlog and scale up to accommodate growth).2. Customer Self Service: a quick path to get answers (self service automation, track and predict questions, call deflection)3. Customer Engagement: capture data, gather feedback, proactively communicate with your customers – look beyond a single transaction (holistic 360 view). Act on insights (best in industry business analytics(BI)).

inContact helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center call routing, self service and agent optimization solutions. The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth.

• Provides technical support for the domestic sales force, including pre-sale and post-sale support for new and existing customers in the service provider vertical, the channel vertical, and the North American central region• Designs IVR and IP contact center system configurations in complex call center environments • Designs voicemail and videomail messaging system configurations for large service providers, utilizing SMS, MMS, speech to text, and SIP / SS7 technology• Articulates solutions through technical presentations, product demonstrations, and open discussion• Provides business development expertise to account directors when developing effective selling strategies for the greatest return on investment, resulting in several multi-million dollar wins• Generates statement of work(s) and product pricing for each unique solution• Provides subject matter expertise on VoIP technology to the sales engineering organization• Presents latest technology offerings to senior management team and recommendations for product roadmap• Responds to RFP / RFI bids• Participates in telecommunication trade shows and other marketing activities

• Project design lead for OAM&P for Verizon Business VoIP soft switch configurations• Project design lead for QoS reporting for Verizon Business VoIP infrastructure• Project lead for VoIP soft switch security compliance• Performed vendor evaluation and technical project engineering for domestic and EMEA VoIP soft switch• Analyzed equipment and assessed feasibility of network deployment• Prepared equipment assessments based on functionality and pricing estimates• Provided vendor management and design input for future software feature development

• Vendor technical manager of VoIP gateway• Designed and architected VoIP gateway infrastructure for MCI VoIP service offering• Created call processing designs, including dial plans and routing configurations• Designed and documented SIP call flows for IP offered services• Provided interpretation and design philosophy for current IETF SIP documentation• Evaluated experimental design and setup of internal MCI SIP environment• Generated internal provisioning documentation relating to deployed VoIP gateways• Supported field certification lab during software load testing• Project management for deploying field-ready software loads• Coordinated feature and functionality roadmaps between SIP phone and VoIP gateway vendors• Educated and informed support and provisioning organizations of their role after field deployment• Created SIP requirements documentation for solicitation to vendors

• Tested and accepted current high speed transmission systems• Worked with systems and operations divisions to assess feasibility of network designs and providealternative solutions• Performed validation testing of OC-48 and OC-192 interfaces• Trained new employees on testing of network equipment along with Verizon Business policies and procedures• Provided feedback to vendors on equipment-related hardware and software issues• Performed in-service software upgrades and equipment capacity expansions• Generated ideas and input for engineering and installation standards