• Spearheaded the development of advanced AI-driven bots for call center IVR systems on the Yellow.ai platform, enhancing automation and customer experience• Presented "Go for Launch! How to Successfully Deploy CXone in your contact center" at NICE interactions 2023• Studio development for multiple Business Units • API development• Code review• Central and User Hub configuration• General contact center best practices consulting• Quality Assurance Program creation

• Utilized Cyara Pulse and Velocity to regression test all call flows• Onboarded 2,000 agents from legacy system to inContact for Covid-19 response in two weeks, this implementation won "Best Cloud Implementation" from inContact in 2020• Developed internal help guides for common issues with the inContact platform• Reviewed all call flows developed by the inContact for errors and worked with vendor to remedy• Led Development team which created call flow scripts for multiple call groups; eliminating the need to rely on costly vendor development• Trained new engineers on proper procedures of writing Studio scripts• Provided daily scrum updates to management using Agile principals • Coordinate with network team to ensure proper ports and IP ranges are opened• Facilitated transition from CXone to Integrated SoftPhone saving 100k a month

• Implemented multiple changes to the IVR call flows; decreasing average agent handle time by one minute and resulting in a savings of over $150,000 year over year • Saved $18,000 in licensing costs by implementing a monthly review of the agent population• Documented all call flows (190 scripts) for use in migration to Genesys• Developed and then monitored system health reports on a monthly basis; this included tracking all outages and resolutions with associated remediation steps to improve overall health and reduce repeat issues• Coordinated all testing and implementation schedules to ensure IVR enhancement projects were on-time• Wrote code using inContact Studio including application program interface (API) data dips• Responded to outages and wrote incident reports; coordinated with vendors to diagnose and resolve vendor related issues

Clients included St Jude Children's Research Hospital & Arbonne• Implemented multiple call flows for new Polish language call center; resulting in a cutover with zero downtime • Designed IVR scripts using inContact Studio• Leveraged appropriate system development methodologies and processes for analysis, design, coding, testing, and implementation• Performed root cause analysis and troubleshooting of technical issues• Supported complex contact center solutions such as computer telephony integration (CTI), call recording, IVR, call routing, reporting, outbound dialer, and desktop integration• Performed updates to IVR routing tables and client systems of record using web-based tools• Routed toll-free numbers (TFN) using Verizon Network Manager in Verizon Cloud

• Coordinated project level telecom call routing projects• Created, troubleshot, and maintained IVR call routing• Performed move, add, and change requests to both agent IDs and stations• Administered Call Management System (CMS) application to provide call reporting to business units• Created end user communications and documentation• Developed Enhanced Call Routing in CTI Server Admin Tool• Generated custom reports from call data using SQL• Reduced emergency services building visits from 3-4 a day by implementing alert and call back process to identify mis-dialed 911 calls

• Gathered and document configuration requirements for integration points between contact center applications and various telephony environments• Provided technical expertise of the entire product suite, implementation methodology and/or related technology• Supported the installation and integration of call recording and analytics solutions• Ensured all components of the technical architecture were properly integrated and implemented• Communicated and reconcile any design flaws found during the project lifecycle• Worked with the implementation team to assist with technical questions regarding the solution from the project kick-off through the turnover of the delivered solution to the customer• Conducted system testing for performance and reliability• Reported issues found during implementation and engage vendor support teams for assistance• Documented and communicate issue resolution and lessons learned• Created multiple process documentation to ensure common processes are easily repeatable• Developed process flow documents which outline complete implementation process steps to assure all steps are completed

Clients included U.S. Army, U.S. Treasury, and U.S. Air Force• System Administrator for a multi-site S8710 Avaya switch including Call Management System (CMS), Modular Messaging and NICE call recording; duties included multi skill Automated Call Distribution (ACD) and vector programming, as well as agent and station administration• Served as Call Center Manager for the U.S. Army’s Freedom Team Salute• Developed reports detailing call center metrics that were briefed to the Secretary of the Army• Developed and facilitated training to agents and supervisors in a classroom setting on the use of call center systems• Created a customer relationship database, including requirements architecture, table design and implementation• Oversaw verification of Verizon service level agreements (SLA) for a 30,000 phone line contract servicing 10 separate bureaus at 44 locations• Developed a project plan to relocate a VOIP telephone system with zero downtime; resulting in the seamless transition from Alexandria, VA to Ft. Knox, KY• Redesigned a report decreasing production time from three days of manual data manipulation to a 45 minute automated process• Utilized angel.com to create an Interactive Voice Response (IVR) and call routing application in one week in response to an emergency requirement, which actualized a system retention of 75%

• Analyzed projects for proposed entries into the customer activity database to ensure data integrity• Participated in the Software Development Life Cycle (SDLC) for new functionality within the call centers, IVR and web interfaces• Created manuals for all repeatable procedures for use by new and existing team members

• Served as project manager overseeing the complete SDLC for multiple development efforts including a feature addition to the IVR speech recognition and touch tone phone systems; the result was an annualized savings of approximately $1 million• Created and managed a database used to track the performance of representatives; reducing report creation time from three hours to 15 minutes• Oversaw entire process regarding issues and upgrades related to the automated systems; responsibilities included facilitating meetings, establishing prioritization, coordinating resources, and establishing a testing and implementation schedule• Ensured all audio prompts were accurately recorded and loaded into production by coordinating with multiple vendors and internal clients• Managed 20 people through the testing and deployment of a major web site upgrade • Utilized web portal for entering and maintaining messaging for individual plan and system wide messages within the IVR and web site • Trained new customer service representatives on the proper use of the automated systems in a classroom setting

• Performed manual and scripted testing of Microsoft and web based software, including full regression tests• Reported program errors using a tracking database• Trained new staff on the proper methods of software testing