Kyle Dorsey Email & Phone Number

New York, NY, US

Mobile, AL, US

• Serve as Lead Engineer and Technical Product Manager of conversational AI chatbots, orchestrating the development and maintenance of advanced contact center solutions utilizing React and a suite of Amazon Web Service.
• Provide technical and architectural direction on new features including generative AI capabilities, and reporting/metrics for clients.
• Ensured continuous innovation and alignment with strategic product roadmaps, while overseeing the full product lifecycle to drive client satisfaction and operational excellence.
• Actively participated in and led client meetings to deeply understand their requirements, ensuring alignment between their needs and the development of tailored solutions.
• Successfully onboarded 11 new client contact centers with chatbots over the span of 7 months
• Increased efficiency of software development lifecycle of our code bases by implementing CI/CD pipelines in AWS Code Pipeline and Github Actions

Houston, Texas, US

• Acted as Salesforce Administrator in a complex, multi-org enterprise with productssuch as Sales Cloud, Service Cloud, Community Cloud, Apttus, Adobe Sign, DocuSign.
• Facilitated new enhancements, reviewed, and maintained Apex code based on industrystandards, using Agile development techniques.
• Collaborated between technical and functional resources on an agile project toconsolidate two complex legacy orgs into one new org. Acted as technical liaisonbetween product owners, developers, and customers.
• Created Amazon Lex Chatbot that interacts with our Salesforce org through a NodeJSLambda function calling the Salesforce REST API. Added SMS functionality throughAmazon Pinpoint.
• Served as subject matter expert on the Service Cloud Voice pilot, with responsibilitiesincluding initial setup, deployment to production, and management of implementationpartners work in our environments.
• Transitioned 60 Avaya Call Centers to Amazon Connect with Salesforce CTI integration

Houston, Texas, US

• Automated back end operational activities through a suite of automation toolsincluding Microsoft System Center Orchestrator, ServiceNow, and AutomationAnywhere.
• Reduced manual effort by 3,700 hours per year through various automation projects.
• Created automated process in ServiceNow to handle scheduling of servers in ourhybrid cloud environment (AWS/Azure) using the REST APIs for the respective cloud tostart or stop servers according to an assigned schedule.
• Created automation in ServiceNow used to manage tags on cloud resources used forbilling and reporting.
• Lead ServiceNow developer on project to create automated serverprovision/deprovision process within ServiceNow.
• Created custom scoped application in ServiceNow to manage and monitor AutomationAnywhere RPA bots. Included execution data used for reporting, automated incidentgeneration, and pro-active monitoring.

Tulsa, Oklahoma, US

• Created Java ETL webservice from XML to Oracle DB.
• Generated QlikView pipeline scheduling/event interface.
• Managed PHD tags for terminals in the Magellan Pipeline network.

Houston, Texas, US

-Analyzed enrollment data in company's CIS to find trends to fix problems with accounts-Databased returned checks -Recorded and analyzed remittance data

Bachelor Of Science - Bs, Mathematics

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