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Call center architect

Location:
Glen Rock, NJ
Posted:
March 27, 2019

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Resume:

TIMUR KARIMOV Address: Glen Rock, NJ

Phone: +1-201-***-**** E-mail: ac79s8@r.postjobfree.com

CAREER SUMMARY

IT/Telecom expert with well over 20 years of cutting-edge technologies design/deployment/support experience. During my career path, I have been Involved in a dozen complex project to build, support grown-up process and maintain various call centers for different types of customer business areas, which extended my view across Call Center industry and enabled me to be effective in creating and sustaining modern Omni-Channel Customer Experiences support solutions and be able to assess the impact on time and budget.

KEY SKILLS

Hands-on technical and development experience with Genesys Framework 7.x,8.x, including the upgrading process from 7.x to 8.x; Enterprise Routing (ERS); Genesys Voice (includes SIP Servers, Cisco and Avaya T-Server); e-Services (former Multi-Channel Routing (MCR); Routing Strategy Design and implementation, including both URS(Universal routing server) and ORS(Orchestration server) engine; GAD (Genesys Agent Desktop) and WDE(Workspace Desktop Edition), Co-Browse, Genesys Voice Platform(GVP), Real-time and Historical statistics and report solution( CCPulse, Datamart, Infomart), Genesys Outbound, Genesys Workforce Management(WFM) solution

Hands-on technical and development experience with VirtualHold (VHT) software solution

Hands-on technical and development experience with Zoom QM solution

Hands-on development experience in creating custom Genesys CTI integration with C/C++/C# and Genesys SDK.

Install and support virtualized system with MS Hyper-V and VMware-based virtualization.

Install and support databases system based on MS SQL 2005/2008 and Oracle 10/11 including Oracle RAC solution. Install and support system based on Windows XP/7, Windows 2003/2008, RedHat/CentOS.

WORK EXPERIENCE

Analytic Solutions Architect 03/2019 - now

NDC Investments

Provide technical leadership in the areas of prototyping, architecting and building advanced analytic solutions responsible for integrating data from multiple brands/databases onto one platform. Estimate the reporting requirements and manage the deliverables. Developing dash boarding and historical data visualization.

Contact Center Solution Software Consultant 04/2013 to 02/2019

LLC Belmont

Led technical support and improvement projects in the contact center one of Top 5 Russia and CIS life insurance companies. Planned and implemented a project of e-Services implementation for this contact center. Developed custom web widgets for their internet site. Planned and implemented the project for the switch from proprietary legacy agent software to the WDE. Developed an integration module for WDE and proprietary ERP. Planned and implemented a new customer contact center. Led the tier 2 - 3 support of the customer contact center. Solved the various integration task between Genesys and another customers software. Created a test lab for the customer who considered the IWD implementation. During that case was performing all needed sizing for VM-based server infrastructure, then created the copy of the production environment, deployed IWD services and created a bunch of business process for testing with customer cases. Also developed several custom software services for using in created BP as an integration point with customer backend services.

Contact Center Information Systems Infrastructure consultant 07/2011 to 04/2013

Freelance

Led the project to deploy the VHT software in the contact center one of Top 5 Russia and CIS life insurance companies. Led the project to deploy the Genesys Infomart in the contact center one of Top 5 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 another customers software.

Contact Center Information Systems Infrastructure Architect 12/2019 to 07/2011

JSC “Skylink”

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.

Information Systems Infrastructure Architect 01/2008 to 12/2009

CPM Ltd.

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.

Work experience in other companies from 1993

INDUSTRY QUALIFICATIONS AND Training

• Genesys Certified Platform SDK 8.5 Developer (GCD8-PSDK)

• Genesys Certified Composer Voice Applications 8 Developer (GCP8 - DCV)

• Genesys Certified PureEngage Inbound Solution 8 Presales (GCPS8 - ISP)

• Genesys Certified CIM8 Troubleshooting for Support (GCS-CIM8)

• Virtual Hold Technology Installation & Configuration

• Configuring, forecasting & scheduling with Genesys Workforce Manager 7.x

GENERAL EDUCATION & QUALIFICATIONS

1993 Computer Science and Information Technologies. KNRTU-KAI, Kazan, Russia.

1992 High School #25 Nabarezhnye Chelny, Russia



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