I have almost fifteen years of Contact Center Technology experience, which includes:
- Installing complete Genesys Customer Interaction Management systems
- Building call routing strategies
- Managing outbound campaigns
- Developing Interaction Voice Response (IVR) Scripts
- Installing and customizing realtime and historical reporting
I have experience connecting Genesys applications to Avaya, Nortel, and Cisco switches using conventional TDM and IP telephony.
I’m also a Genesys Certified technical trainer, with nearly five years of experience teaching the use of Genesys software for Genesys University.
Courses I teach include:
- Installation, configuration, and operation of Genesys Framework, Routing, and Reporting applications
- Development of IRD voice interaction routing strategies, and Composer-built SCXML routing applications
- Use and customization of solution reporting
- Platform and Interaction Software Development
I teach classes at Genesys’ Daly City headquarters, and at customer sites in North and South America.
On the CTI consulting side, one project I completed recently was the ground-up installation of a Genesys 8 Customer Interaction Management solution for a giftware business in Columbus, Ohio.
I’m an experienced CTI application developer. In a recent reporting project, I used the Genesys Platform SDK to build a wallboard statistics application that displayed in a browser window telephone, email and chat capacity statistics for a call center in Southern California.
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