Michael Staten Email & Phone Number

Hoboken, New Jersey, Us

Responsible for supporting, enhancing, and redesigning the contact center flow designer used by over 6,000 global companies to handle nearly six billion voice calls and other digital contacts a year.Projects:• Created a multi-tenant, microservices-based cloud contact flow designer to replacethe legacy, locally installed version used for over a decade. This visual development tool has no-code diagramming options and traditional text-based coding, debugging, and tracing tools.• Maintained and improved a rule-engine application used to reassign agent skillsbased on queue times• Currently adding git-based version control options and CI/CD tooling to supportenterprise customers and implementation partners

Lehi, Ut, Us

Responsible for the company’s industry-leading, flagship library catalog product.Projects: • Improved affirmative RFP response rate by converting the library catalog product into a platform allowing users to make and share custom widgets and extensions• Raised average time on site by 40% by converting the library catalog web application to a responsive design for use on mobile devices• Grew our total addressable market by integrating with single sign-on providers, payment processors, and digital resource providers• Improved product usability and mitigated legal risk by identifying and resolving 100 accessibility issues and achieving full conformance with the WCAG 2.1 AA standard• Increased use of library resources by working with an external business development partner to build over 100 industry-leading mobile apps for libraries• Increased library catalog integrations with third-party digital content providers from six to thirteen in one year while eliminating the need for a fully dedicated development team by creating an API development platform and program• Led efforts to convert a legacy iPhone app to a hybrid mobile app and introduced an Android version• Created a multi-tenant, cloud-based library catalog product

Salt Lake City, Utah, Us

Responsible for the conversion of legacy educational media used by preschoolers and elementary-aged children to web-friendly formats. Improved the reporting dashboard for schools.

A short-term contract position to progress the development of a BPMN workflow engine for Fidelity Investments.

Responsible for the company’s pay-per-click search marketing platform.Projects: • Consolidated Google and Yahoo! marketing solutions into a single interface for the services team to share customer advertising budgets between search providers• Introduced micro-product packages for very small customers after analyzing customer segmentation and profitability• Grew the product team by hiring and training product managers, product owners, and business analysts• Worked with a graphic designer to produce product marketing materials andfunding and acquisition materials for the business

San Jose, Ca, Us

Created a workflow tool for over 1,000 global Trust & Safety agents to clean up regulatory, intellectual property, and policy violations in auctions and other customer-generated content.

Salt Lake City, Utah, Us

Taught first and second-year Spanish courses. Coordinated curriculum for first-year instruction. Observed and mentored first-year instructors.

B.A., Spanish Literature

Information Technology - Software Development