Joseph Santha Email & Phone Number

Lindenhurst, NY, US

New York City Metropolitan Area

New York City Metropolitan Area

• Solution architect of complex contact center functionality.
• Developed business relationships instrumental in generating new sales opportunities.
• Helped educate and advise customers on the benefits of a digital transformation.
• Led discovery and requirement gathering sessions with senior management and IT staff to development Statements of Work.

New York

• Responsible for delivering innovative omni-channel contact center solutions, specializing in CRM integration through the design and development of custom CTI enabled contact center applications.
• Implement complex contact center solutions including callback, screen pops, chat, email, outbound campaigns.
• Developed extraction utility to pull data from the contact center database to produced custom reports.
• Performed greenfield contact center installation, migrations, updates and customizations.

Virtual Office, NY

• Delivered contact center solutions, CTI integrations and custom desktop applications.
• Provided consulting services to implement complex contact center functionality.
• Developed custom screen pop applications to integrate custom’s contact center and CRM.
• Acting Project Manager accountable for major contact system upgrades.

Virtual Office, NY

Position transitioned from Avaya in a staff augmentation arrangement for Avaya Professional Services.

Virtual Office, NY

• Responsible for the design, development and maintenance of custom Computer Telephony Integration (CTI) solutions for contact center environments.
• Developed Communication Control Toolkit (CCT) client software to provide CTI integration with various customer relationship management (CRM)/Agent desktop software packages.
• Chief architect of reusable CCT modules - lead team of developers to create a licensed CCT library utilized by Avaya and third party developers to streamline CTI client development.
• Create web services to expose CTI functionality consumed by contact center applications.
• Responsible for the installation and maintenance of contact center equipment in PSO lab, utilized by CTI group for project development efforts. Equipment included: M1, CS1K, CCMS (Symposium), CCMA, CCT, MS Windows.
• Installed and configured telephony and multimedia contact center solutions in customer environments with Nortel and Avaya PBXs.

Bohemia, NY

Nortel Enterprise assets were acquired by Avaya in 2009.

Woodbury, NY

• Provided dependable self-service solutions through the design, development and integration of speech enabled interactive voice response applications in Avaya and Nortel PBX environments.
• Developed an array of IVR applications, providing customers access to data on PeopleSoft, Oracle and legacy backend systems – deployments include stock purchase, payroll, benefits and life insurance administration.
• Worked with end-users to develop requirements instrumental in creating effective Voice User Interfaces (VUI) that met or exceeded customer expectations.
• Developed DB2 stored procedures to migrate data from legacy systems.
• Realized measurable increases in self-service completion rates through speech enablement and system auditing and tuning.

Bethpage, NY

• Analyzed, enhanced and maintained mission critical network management systems utilized by Network Operation Centers to monitor telecommunications equipment.
• Developed applications to collect operational measurements and monitor TL1 fault messages and SNMP traps from telephony equipment, utilizing an Oracle database.
• Created a new database and reports for Lightpath telephony security to centralize real-time call trace data utilized by local law enforcement and the FBI.
• Acting Project Manager accountable for major network management system upgrade, which enabled the monitoring of new network elements.
• Created production support documentation used by corporate help desk to provide first-level support for end users.
• Provided 24x7 specialist support to maintain essential network management systems.

Bohemia, NY

• Member of the special projects team responsible for the analysis, design and development of automated interactive voice response (IVR) and Computer Telephony Integration (CTI) systems. Developed speech recognition and.
• Involved in all phases of the project life cycle, resulting in successful systems delivery in a rapid development environment.
• Collaborated effectively with customers, achieving all project deliverables.
• Contributed to company earning incentive bonuses by meeting ambitious target deadlines with quality deliverables.
• Provided custom CTI solutions to integrate with contact center desktop software, such as Remedy, Vantive and customer’s proprietary applications.

Bachelor Of Science (B.S.), Computer Science

Associate Of Science (A.S.), Engineering Science