As a member in Oracle’s Emerging Technologies Practice, was tasked to work with customers to develop enhancements & new features involving the Telephony@Work’s IP ACD/PBX product. Engaged clients to gather requirements, generate necessary design documentation then develop, test & deploy the feature.

Leveraging extensive experience in the ACD & CTI arena, the position required an instant subject matter expert with any new products or services that the hosted Seratel platform needed to integrate with. Some of these included hosted IVRs, WFM systems, outbound dialers & other ACDs. Deployment and support of new components as they were introduced into the production network along with documentation and demonstrations. Filled personal and skill gaps within the organization in order to keep customer commitments. These tasks included assisting program management with customer go-lives, training, implementation of customer routing strategies and acting as a point of contact with new and existing customers.• Managed development of a Cisco ICM adapter. Worked with outsourcer on development and delivery of the work. Deployment of lab environment, configuration and testing. Authored and executed acceptance test plans, customer use cases and created related documentation. • Tasked with taking Sytel’s Softdial Contact Center - a premises based outbound dialer, developed a deployment model for the product allowing it to be marketed as a software-as-a-service offering. Acted as administrator and first line of support for beta customers.• Developed, deployed and supported Transera’s Seratel connector components. Work included: SalesForce.com, Pipkins WFM, Blue Pumpkin and Aspect EWFM. Worked with customers and developers from initial discovery, through development, deployment and support.• Deployed Digium’s Asterisk as a customer’s PBX platform. Determined customer requirements, installed and configured software. Developed dial plans and sip phone configuration as part of deliverable. Deployed and currently manage the PBX & phones systems.

Utilize proven technical expertise to build a call routing engine for Aspect’s flagship software product. Responsibilities include implementing new routing features with C#, developing product white papers for customers, designing & planning new capabilities for future releases, scheduling projects, resolving product and beta trial issues, training customers, Ancillary work includes assisting sales teams with technical presentations and demonstrations, working with new & existing vendors and presenting company product information at annual conferences.• Directed a team of seven developers in the evaluation, innovation and implementation of a multi-media application to route voice calls, email and web chat to an agent; efforts resulted in a successful application release within a strict, eight-week timeframe. This project resulted in a patent application & was the first release of Aspect’s Virtual call center suite of products.• Trained team members on PBX integration and interface design, providing subject matter expertise and greatly enhancing team productivity.• Led the development and testing of an email adaptor, resulting in streamlined integration with Microsoft Outlook & Microsoft Exchange.• Design and construction of a family of Avaya CTI components. Work included a CTI server, OCXs, & .DLLs as well as Java components.

Challenged to design, develop, and maintain a large CTI solution for this leading networking company. Coordinated with call center managers, designed and developed inbound call applications, integrated external systems, and CRM applications and evaluated new vendor products and services. • Reduced wait time for contract customers by 30% through the development of call center performance metrics and a CTI application. • Seamlessly integrated external IVR systems, fax back applications, credit card validation, and real-time customer analytics with the company’s call center system.• Designed and implemented a highly available computer telephony solution at a worldwide multi-site call center, providing round-the-clock customer support.

Recruited to develop software, products, & solutions for this niche telephony-related software consulting company. Designed and constructed software in C on UNIX and Windows platforms, liaised with customers and deployed systems within call centers.• Demonstrated strong interpersonal and communication skills, which enhanced the fulfillment of customer requirements and increased customer satisfaction.• Worked with major CRM, telephony & voice mail companies integrating in-house developed products with their products & solutions.