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Engineer Manager

Edison, New Jersey, United States
March 21, 2019

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* ****** **

Edison, NJ *****




An experienced Manager, Application Support Engineer, and Business Analyst with deep knowledge of Project Management, Vendor Management, Workforce Management, Call Recording, Contact Center Technologies, Data Security, Regulatory Compliance and Call Center Operations. Launched the implementation for major Banking and Insurance companies of key Contact Center tools like Aspect Workforce Optimization (WFO) technology, Verint WFO suite, NICE/IEX TotalView and customer facing Web Chat services. Implemented next-generation Speech Analytics, Text Analytics, and Customer Feedback Surveys to bring true "Voice of the Customer" technologies into production at contact centers nationwide. A proven leader, capable of working independently or managing staff to achieve enterprise objectives.

Jack joined Wells Fargo from Aetna after serving as Application Support Manager for Call Center Technologies. He led Aetna through a period of tremendous technological innovation involving the expanded use of Workforce Optimization tools to improve customer service by reducing handle times through effective forecast/scheduling and reduce inbound call volumes to the Call Centers through enhance coaching/counseling via the use of customer feedback and call recording tools.


Wells Fargo

Systems Support Business Analyst, Enterprise Information Technologies – May 2017 through present.

* Serve as liaison between business community and Enterprise Information Technology organization.

* Facilitated business requirement gathering and definition through various methods, including interviews, workshops, and focus groups.

* Analyzed and interpreted business requirements and perform current, target, gap and impact analyses.

* Translate business requirements into detailed functional specifications that are understood by all stakeholders, both business and technical, and manage changes to specifications.

* Provide Design, Consulting, Engineering and End-User support across the enterprise for Aspect, NICE (IEX), Verint, and Genesys WFM platforms supporting 40,000 CSR’s and 8,000 users

*Handled Business Analysis, Procurement and Purchasing activities between Lines of Business, Finance Dept. and external vendors by handling Statements of Work, Quotes and Purchase orders for processing as well as providing continuous communication with vendors and business on payments

*SME and Key contributor in 3 simultaneous upgrade initiatives for Aspect WFO from v. 8.1 to 8.2 to v.18, Verint Impact 360 from v.15.1 to 15.2 and NICE/IEX TotalView v6.5. to 7.2 WFM platforms

•Led Enterprise RFI and RFP initiatives to consolidate 4 WFM platforms to a 1-2 Vendor platform design

*Effectively coordinated monthly patching remediation efforts to address vulnerabilities and threats posed by outdated or EOL Middleware, Java, Apache or MS Server components to insure the security and integrity of the server environment

*Worked in alignment with SDLC protocols with both Agile and Waterfall based project teams to bring supported applications to full corporate internal software compliance standards and insure the security, privacy and confidentiality of customer data


Application Support Manager/Lead Engineer, Contact Center Technology Solutions - June 2010 through November 2016

*Lead Engineer and Manager of a team of 11 Application Support Engineers and technicians providing Enterprise user application support and voice engineering to over 25,000 end users. Effectively problem solved 80,000 complex production support issues per year submitted for Verint Impact 360 call recording, quality monitoring, speech and data analytics, Aspect workforce optimization and Live Person web chat applications

*Led initiatives to meet PCI Compliance and Certification requirements through the implementation of technical solutions to insure Customer Data privacy was maintained during all points of documentation and recording.

*Spearheaded the initiatives to bring Speech, Text and Data analytics along with Customer Feedback/Surveys to the Company to bring true “Voice of the Customer” technologies, which resulted in saving millions of dollars through eliminations of waste, duplicate efforts and non-value added processes in the Contact Centers

*Supported Company-wide initiatives to consolidate the Aetna Avaya CMS infrastructure from over 35 individual site-based servers to 12 servers and then ultimately down to 5 servers, which resulted in saving the Company countless dollars by creating a more streamlined environment

*Oversaw the conversion of Aetna’s Verint recording platform from random recording to 100% recording to meet client expectations. Provided the Company with a competitive service advantage in the marketplace

*Directed the conversion of Aetna’s premises based Web Chat design to a cloud based hosted solution, saving the company $2 million annually over the on-site solution


Rutgers University – New Brunswick, NJ

Bachelor of Science – Biology


*Microsoft Office (Word, Excel, Outlook, PowerPoint, Visio, Project, OneNote)

*Microsoft Windows XP, Vista, 7 and 10 Desktop Support

*Apple OSX/MacOS Support

*VMware, Microsoft RDP and Citrix XenDesktop environments

*Avaya CMS and CentreVu Supervisor

*Avaya PBX, Switch, AES and Cisco VoIP support

*Design Call Center Call Routing and Dial Plans and IVR routing tables

*MACD (move/add/change/delete) support

*Experience with SIP and audio codecs (G711, G729), Video codecs (H.263, H.264, H.265)

*Desktop and Server System Administration/Support

*Enterprise LAN/WAN support

*Desktop Application testing and certification processes

*Security Protocols, Policies and Access Control

*PCI and HIPAA Compliance activities

*SAN storage, Data retention and archiving

*Workforce Management Forecasting and Scheduling

*Speech and Data Analytics along with text-to-speech platforms

*Engineer, design, configure and support Aspect, IEX and Verint Workforce Management platforms along with KANA Customer Engagement

*Engineer, design, configure and support Verint, Genesys, Nice and eTalk digital call recording systems

*Intradiem Right Time workforce optimization software

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