Architect, developing and maintaining various integration modules for customer management platforms based on Genesys solutionPerforming integration with an external 3rd party system by using provided APIDeveloping communication between solution parts using REST API, PSDK, and other proprietary APIsDeveloping multiple WDE customization modulesAnalyzing BRD to convert into technical requirements, documented results of development, deployment, and user guidancePerformed integration with an external 3rd party system by using provided API• Developed communication between solution parts using REST API, PSDK, and other proprietary APIs• Developed multiple WDE customization modules• Analyzed BRD to convert into technical requirements, documented results of development, deployment and user guidance• Performed manual functional testing• Support and troubleshoot production issuesEnvironment: C.#, Node.js, JS, Java, , Genesys PSDK, Facebook GraphAPI, Sprinklr API, SIP, REST, Comet.DPerforming manual functional testingSupport and troubleshoot production issues

Developing and maintaining Telephony Infrastructure using Genesys Contact Center Technologies and Verint Call Recording System with Avaya integration.Implementing complex yet robust Inbound and Outbound call routing call flows using the following Tools and Technologies: Genesys Framework and Management, GVP (Genesys Voice Portal), Nuance, Java and VXML for IVR (Interactive Voice Response), Virtual Hold, Verint, Avaya, Genesys Infomart, CCA, CCPulse+, Cognos, Oracle 10g/11g/12c, MS SQL 2008 R2 and Cyara.Installing, Configuring, Upgrading, migrating, administering and maintaining the Call Center Infrastructure, troubleshoot and resolve issues by coordinating with Product Vendor as necessary.Applying hot fixes, patches. Collaborating with business and end users to meet business needs with proper Planning, Designing, Developing, Testing and Implementing in Production.Consulting with managerial, engineering, and technical personnel to clarify program intent, identify problems, and suggest changes.Performing or direct revision, repair, or expansion of existing programs to increase operating efficiency or adapt to new requirementsWriting or contributing to instructions or manuals to guide end users.Creating and maintaining system documentation, policies, and procedures as part of knowledge management.Responsible for support custom tools developed in the company.Performing other similar professional responsibilities as assigned

Lead technical support and improvements projects in the contact center in one of Top 5 Russia and CIS life insurance companies. Plan and implement a project of e-Services implementation for this contact center. Develop custom web widgets for their internet site. Plan and implement the project for the switch from proprietary legacy agent software to the WDE. Develop an integration module for WDE and proprietary ERP. Plan and implement new customer contact center. Lead the tier 2 - 3 support of customer contact center. Solve the integration task between Genesys and other customers software.

Led the project to deploy the Virtual Hold Technology software in one of Top5 Russia and CIS life insurance companies. Led the project to deploy the Genesys Infomart in one of Top5 Russia and CIS life insurance companies. Transferred Genesys Infomart data model to customer IBM Cognos BI. Supported the customer engineer in process of development reports in IBM Cognos based model. Supported various customer contact centers. Planned, developed and implemented update and custom software module for improvements of the contact center IT system. Solved the integration task between Genesys and other customers software.

Headed the tier 2-3 support of our contact center. Planned, developed and implemented update and custom software module for improvements in the contact center IT system. Took active participation in the MS CRM implementation project. Established and maintained technical training process for the IT department.

Created project plans, developed and implemented uniform contact center of Joint Stock Company "Skylink" based on Genesys software solution. Integrated services (UCC) with the main IT- infrastructure of Skylink, such as e-mail (Exchange 2003), web-services (IIS, ASP, SOAP), VoIP (SIP). Headed the tier 2-3 support of company contact center. Planned, developed and implemented updates and custom software modules for improvements in the contact center IT system.