Initially doing Genesys support, the last two years has seen me being involved in the delivery of two new call centres for water utility companies providing inbound routing and IVR development.Technical Support Consultant:Implementation of Genesys into green fields sites and upgradesCreation of Inbound routing (IRD and Composer/ORS) with with routing controlled by data (GAX)Creation of PCI compliant payments collections IVR (GVP) using SemafoneCreation of web services… Show more Initially doing Genesys support, the last two years has seen me being involved in the delivery of two new call centres for water utility companies providing inbound routing and IVR development.Technical Support Consultant:Implementation of Genesys into green fields sites and upgradesCreation of Inbound routing (IRD and Composer/ORS) with with routing controlled by data (GAX)Creation of PCI compliant payments collections IVR (GVP) using SemafoneCreation of web services (Spring Boot) to allow routing script lookup to client’s CRM.Creation of web services (Spring Boot) to allow IVR integration into client’s back end systemsUsing Genesys SDK I developed a SOAP based web service that would allow the customer to pass emails and SMSs and have them then sent out using the Genesys platform. This allowed them to record these interactions in Genesys UCS.Provide 3rd level support for customers (>10) (remote)Addressing of incident tickets and research into problem ticketsImplementation of new customer requirements.Creation of Cisco CVP call steering applications (both static and entirely data driven)Support of Cisco CUCM The recent call routing utilised a heavily modified Genesys supplied Composer/ORS script to support the client’s routing requirements. The options used within the routing was configured in GAX thus allowing configuration to be easily changed by either the support team or by the client themselves. Some of these options were last agent routing, queue music (DSS), caller ID lookup, estimated wait time, and dynamic call steering.When a major client was moved from a traditional switch to Cisco SIP, it was a requirement to replicate the many call routing menus that had been implemented through the years. Instead of creating a large number of CVP applications to meet this requirement, I implemented a completely data driven application where the configuration from a database instructed the application how to function. Show less

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Cable and Wireless runs a small professional service teams that provides development service for voice supported IVR systems.Recent tasks have included ViCorp application upgrade, migration of applications from THUS to CW, development of perl scripts for data loading and extraction.Senior IVR Technical Specialist:Periphonics IVR Developer for multiple customers and applicationsDevelopment and implementation of a speech based address finder application using data from… Show more Cable and Wireless runs a small professional service teams that provides development service for voice supported IVR systems.Recent tasks have included ViCorp application upgrade, migration of applications from THUS to CW, development of perl scripts for data loading and extraction.Senior IVR Technical Specialist:Periphonics IVR Developer for multiple customers and applicationsDevelopment and implementation of a speech based address finder application using data from Royal Mail’s PAF database. This also included the scripting required to identify the changes for each quarter’s data updates. This enabled only the changed to be processed rather than reloading the entire 80m record database.Liaison for the initial and subsequent PCI audit both checking applications and designing the training material that all developers must be aware of in order to be allowed to develop on the CW PCI platform.Designed and implemented a Java coded server and libraries to provide encryption functionality for the Nortel and ViCorp IVRs and eXony gateways.Provide support for the integration of ViCorp IVR applications into the C&W vxml environmentDeveloped a Nortel IVR application to provide integration and demarcation between a specific client’s ViCorp application and the C&W environment. This application also provides functionality for flexible application configuration and test harness support.Created a basic yet functional dummy test host to allow testing of applications without connection to a backend.Developed scripts to be used to extract the required information from Nuance Speech recognition logs to match logs with their recognition data and the caller’s recorded speech files. Technology Used:Periphone-Nortel IVRViCorp IVRPerlOracle SQLPython Show less

I was a technical consultant embedded in the operations team for a small voice company that used Nortel IVR as its speech platform.As part of my role I introduced new procedures and tools to facilitate the migration of application, grammars, etc to production. This meant that actions that previously manual with work time of 5 hours became semi-automated actions that took 30 minutes. This provided benefits to the company and customers in the form less down time and a higher rate of… Show more I was a technical consultant embedded in the operations team for a small voice company that used Nortel IVR as its speech platform.As part of my role I introduced new procedures and tools to facilitate the migration of application, grammars, etc to production. This meant that actions that previously manual with work time of 5 hours became semi-automated actions that took 30 minutes. This provided benefits to the company and customers in the form less down time and a higher rate of success.I debugged large speech applications providing fixes and support to the development team and worked with the sales, development and test teams to provide the best implementation methods and timing to meet the customer's requirements. Show less

A global company CW has a small dedicated team at Halifax Direct providing IVR development and support services.My Role:Further develop the existing Nortel Periphonics IVR applications. As part of changing the host interface used and menu structure, I modularised both the host and Cisco ICM code making the development and support easier.Recently I have worked as part of a team implementing a speech recognition IVR application. My role in this was defect management, testing… Show more A global company CW has a small dedicated team at Halifax Direct providing IVR development and support services.My Role:Further develop the existing Nortel Periphonics IVR applications. As part of changing the host interface used and menu structure, I modularised both the host and Cisco ICM code making the development and support easier.Recently I have worked as part of a team implementing a speech recognition IVR application. My role in this was defect management, testing, and the development of Realspeak user dictionaries and user rules. Show less

ETC is a London based consultancy and services company that recently took over the Call Centre Managed Service for Intelligent Finance in Scotland.My Role:Support and further develop the existing Nortel Periphonics IVR infrastructure and applications.Support the Genesys enabled call centre.

I took 3 sites live for different clients (1 multi-site) and provided ongoing support and new implementations to 5 clients, 2 of whom were multi-site implementations. I also assisted in pre-sales consultancy and was responsible for designing and deploying a client-modifiable, database driven multi-site routing solution.My Role:· Designed and installed Genesys architecture.· Designed and developed Genesys routing.· Guided and assisted other country’s staff in the delivery to… Show more I took 3 sites live for different clients (1 multi-site) and provided ongoing support and new implementations to 5 clients, 2 of whom were multi-site implementations. I also assisted in pre-sales consultancy and was responsible for designing and deploying a client-modifiable, database driven multi-site routing solution.My Role:· Designed and installed Genesys architecture.· Designed and developed Genesys routing.· Guided and assisted other country’s staff in the delivery to their clients.· Created initial standards for routing styles.· Provided Genesys support to Unisys staff across Europe.· Designed and implemented a data driven, customer modifiable routing strategy.· Developed a TCP/IP based multiplexing daemon for a major Telco. Show less

I took 3 Nortel IVR systems live, one with a day one capacity of 500 ports. I designed and developed 2 major banking solutions both with Genesys CTI integration. I also provided qualified instruction on Periphonics and support to clients and new staff both locally and remotely.My Role:· Designed and developed 2 banking solutions and an online tax enquiry system.· Enhanced an IVR based university enrolment system.· Trained new staff and clients in the use of PeriProducer, the… Show more I took 3 Nortel IVR systems live, one with a day one capacity of 500 ports. I designed and developed 2 major banking solutions both with Genesys CTI integration. I also provided qualified instruction on Periphonics and support to clients and new staff both locally and remotely.My Role:· Designed and developed 2 banking solutions and an online tax enquiry system.· Enhanced an IVR based university enrolment system.· Trained new staff and clients in the use of PeriProducer, the graphical development tool from Periphonics.· Provided 2nd and 3rd level support to clients and colleagues. Show less