Tim Oates Email & Phone Number

California, United States

Camelot Consulting, Inc. provides IT technical and managerial expertise for NICE inContact as well as Cisco UCCE and HCS based customer contact centers in the United States and Canada.Our services include designing and architecting Interactive Voice Response (IVR) call flows, providing support to contact center agents, media file recording and maintenance. We are the liaison between your business leaders and your IT developers. We have over 40 years of IT analytics and… Show more Camelot Consulting, Inc. provides IT technical and managerial expertise for NICE inContact as well as Cisco UCCE and HCS based customer contact centers in the United States and Canada.Our services include designing and architecting Interactive Voice Response (IVR) call flows, providing support to contact center agents, media file recording and maintenance. We are the liaison between your business leaders and your IT developers. We have over 40 years of IT analytics and development experience including over 12 years experience in designing and managing contact centers throughout the United States, Canada, Europe and Asia. Show less

Irvine, California

For the past two years I have been managing the technology side of the United States Cisco UCCE based customer contact centers. I was part of a team that successfully migrated the contact centers from Genesys to UCCE. I work with end user departments to design and implement interactive voice response (IVR) call flows. Liaison with a Cisco UCCE partner who builds the call flows based on my specifications. Some additional responsibilities include:• Perform all testing to ensure the call… Show more For the past two years I have been managing the technology side of the United States Cisco UCCE based customer contact centers. I was part of a team that successfully migrated the contact centers from Genesys to UCCE. I work with end user departments to design and implement interactive voice response (IVR) call flows. Liaison with a Cisco UCCE partner who builds the call flows based on my specifications. Some additional responsibilities include:• Perform all testing to ensure the call flows are built to my design specs• Production support troubleshooting• Provide daily support to end users• Coordinate all necessary resources (help desk, network team, UCCE vendor engineers, telecom carrier, etc.) to resolve Priority 1 contact center issues and outages• Conduct weekly and monthly meetings with UCCE vendor to review open items• Install CTIOS on Customer Service Representative (CSR) computers• Configure CSR Cisco 7945 IP phones Prior to managing the Genesys and UCCE customer contact centers I spent 10+ years working in the SAP arena. Areas of responsibility also included the following;• Designed and developed SAP ABAP programs in the FI & SD modules• Designed and developed SapScript forms• CRM middleware (BDocs) support• Business Warehouse (BW) design and development• SAP Business Explorer (BEx) query construction Show less

Associate'S Degree, Humanities/Humanistic Studies

Certificate In Computer Programming And System Design, Information Technology