Michael Dix Email & Phone Number

New Jersey, United States

New Jersey, United States

Shrewsbury, Nj, Us

Chicago, Il, Us

Vice President - Applications DevelopmentResponsible for business and customer facing applications. Accountable for strategy, design, and development of the D365 CRM solution for Antares in support of originations and deal management.Responsible for front office messaging solution for integration of both internal and external systems in use across the enterprise. Responsible for the corporate website in support of corporate communications.

Systems team manager for the Commercial Credit, Underwriting, Fulfillment and Monitoring platform. Developed architecture roadmap in collaboration with Architecture, enterprise security, product managers and business sponsors on the new nCino/Salesforce commercial lending platform. Defined and implemented bank side infrastructure. Implemented security solutions for B2B and end user communications and data protection. Currently working to enable Salesforce DX for CI/CD capabilities.Prior role was to lead a highly successful voice technology transformation program for the Consumer Card and Deposits business that has been recognized by JD Powers as the best in class solution for speech voice response system in the financial services industry. Lead infrastructure work to build-out the Genesys SIP IVR, CTI components and voice fraud technologies on over 800 servers across three data centers to support the voice environment handling an average of 2mm daily calls.Led the architectural and technical team transformation to a Java/J2EE web application solution. Extended the Nuance MVC/Tomcat framework for IVR applications along with digital team assets to facilitate Agile design/development/test cycles for continuous improvement and tuning with business counterparts. Successfully integrated big data solutions (Cassandra & Hadoop) to support proactive/predictive customer call processing strategies and to establish foundational components for AI.

New York , Ny, Us

Manage the Enterprise Contact Center Infrastructure and Telecommunications Strategic Planning for VoIP at Guardian. Support Genesys Routing, Genesys IP GVP, NICE Call recording, and Impact360 WFM infrastructure and associated Speech IVR Application development.

London, Gb

Manage the North American IVR development and support staff (15 combined onshore and offshore staff) for all HSBC business units including Cards, Retail Banking, Consumer Lending, Insurance and Tax supporting 200 million annual customer calls. Personally responsible for establishing global architecture and development framework/assets for VoiceXML migration, as well as creating the first applications utilizing speech recognition for HSBC. Created an architecture plan for VRU centralization including migration to SIP based VRU's and telephony infrastructure utilizing high density gateways.

Burlington, Ma, Us

Engaged on multiple customer engagements for Speech and Web solutions. Established CTI practice for the company and worked closely with Genesys and Avaya personnel to establish key relationships as well as work cooperatively on customer implementations. Select engagements are as follows; Designed and deployed a Genesys CTI infrastructure including the development of an agent desktop to integrate datapops for automated caller account retrieval.AIG - Technical engineer for Skills Based Routing project at AIG Personal Lines Division. Project manager for a shared Viecore/Genesys team engaged to design and implement Genesys skills based routing for the contact center. Worked with AIGM senior executives to complete technical and financial reviews to facilitate the approval process. Also provided on-going support for the speech VRU. Provided support for feature enhancements, product upgrades, and was a key liaison between Avaya and AIG for managing product issues.Citizens Bank - Engaged in a leadership role for Viecore (team of 15 developers) to assist in bringing the retail banking web site development project to production. Work includes development and review of JSP and EJB modules for bill payment and retail banking functionality. Also developed data migration code for migrating account and bill pay data from the legacy environment to the DB2/Financial Fusion solution. ABN AMRO - Project lead for IVR infrastructure migration. Project implemented an IVR infrastructure using IBM's DirectTalk and Genesys CTI for ABN's retail banking application suite. Engagement expanded to include the design of a multi-channel business services tier using J2EE on WebSphere Application Server. Business services tier provides a common set of reusable and extendable Business Objects for both IVR and Web delivery channels.

Led a software development team that performed full cycle development (sales to delivery) of outsourced projects. Selected relevant engagements are detailed below.JP Morgan - Designed and Deployed a global X.500 Directory Service and Entrust Public Key Infrastructure for securing data for internet based data dissemination between JP Morgan and its business clients. Worked with web services development team to build toolkit for encryption services.AT&T Solutions - Provided engineering expertise to AT&T and its clients in support of their XML/HTTP B2B solutions for electronically bonding AT&T's Tier 2 customer support center (Remedy based) with their client and vendor's ticketing systems for both fault and provisioning tickets. Provided pre-sales support, engineering, and in some cases client side development project work for McGraw Hill (Remedy), Honeywell (McAfee), Citicorp (Remedy), AG Edwards (Remedy), Sun (Siebel), and Bank One (Tivoli).AT&T Government Solutions - Designed and deployed a network management system for the DVG-G Videoconferencing infrastructure used by the department of defense. Solution utilized HP Openview to monitor infrastructure and over 2,000 conferencing endpoints.Lucent Technologies IPES - Developed the fax feature set (software modulation/demodulation) for the VoIP product offering. Developed the networking module for the Intuity voice mail system.Intuity/Audix - Ported Media Handler from Unix to Windows NT. Rewrote software to use mailslots and WinSock API's for IPC and TCP/IP respectively.

New York, Ny, Us

Defined Windows NT domain architecture for the investment banking and global operations business units. Lead a team that performed a rollout of the Windows NT server infrastructure and a pilot group for NT at the desktop. Setup SMTP gateway services for the Investment Banking organization.

New York City, Us

Master Of Science (Ms), Computer Science

Bachelor Of Science (Bs), Math/Computer Science