My core focus currently with Genesys Cloud, formerly Genesys Telecommunications, has been the CX Contact, or Customer Experience on the Outbound (voice, SMS, email) channels. This incorporates applying specific business unit rules and federal regulations the end Business Unit may require and making the Outbound experience not only meet those business requirements but make the experience for their customers a streamlined process for interacting with the Business Unit. This often-entailed writing custom routing strategies to route to various business units based on contact; self-service IVR interaction (either written by the Business Unit or by myself under the guidance of their requirements). Daily duties also include clear communication with the Business Unit, troubleshooting issues with the solution with both the Business Unit and Genesys Customer Care, and communicating the capabilities of the solution(s) to the customer in non-technical terms so they can understand what is offered and make their best business decisions. Environments worked in included Windows, Linux, Kubernetes, and Helm.In late 2022, I achieved my Professional Certification on Genesys Cloud

Voice application development, installation, configuration, support, and maintenance of Genesys’ Voice Platform at Navy Federal Credit Union.

Voice application development – Installation, configuration, support, maintenance of Avaya’s Experience Portal (AEP). Implement IVR best practices in all development and support. Avaya’s Application on Demand (AOD) across multiple geographical sites, writing external JAVA servlets and utilizing built-in-functions to support systems. Architect Data and design schemas for reporting IVR current and historical data. (Telephony voice response technology) Additionally, server installation, configuration, and maintenance for Web Application Server(s). [Apache, Tomcat, RedHat Linux…]

Consulting company for IVR development, application design and architecture. Blue Cross and Blue Shield of Rhode Island (with Perot System), Mutual of Omaha (IVR to Genesys Voice Platform)

Installation and configuration of GVP, remote and in-field technical support, maintenance programming, Request for Proposals, Statement of Work, Architectural design and validation of GVP. Develop best practices, methodologies with expertise in voice application development. Design, development, and support for Genesys customers where primary focus was on the GVP. Architecting IVR self-service applications in Genesys Studio, Genesys Composer, and more Interactive Development Environments utilizing JAVA code for Dual Tone and Multi Frequency [DTMF] and speech applications. In Addition utilizing SQL transactions via JDVC and ODBC for application database management and reporting.

Develop applications, install, configure, update and maintain multiple systems – Avaya IVR v. 7 and 8, Genesys v. 6.5 in both a test and production environment. Utilized Genesys CTI application which includes Visual Basics using T-Server and Real-Time statistics [Software Development Kits [SDKs] , concentrator, CCPulse+, CCAnalyzer tables] design and development of GVP using XML (VXML), DTMF, and Nuance speech engines via MRCP servers.