Call Center Contact

Matthew D. Mrozicki

** ****** *****, **********, ** 08505

609-***-**** • *********@*****.***

Senior Voice Engineer / Product Owner / Applications Engineer / Technician /

Call Center Engineering & Design ~ Systems Integration ~ PBX Maintenance ~ MAC ~ Troubles

Experience in engineering, implementation, design, architecture, administration and management of technology projects marked by a consistent track record of achieving business objectives. Talent with numerous systems, networks, and communication technologies. Exemplary leader and trainer.

Core Competencies:

Call Center Engineering

Implementation/Change Management

Call Flow Script Writing

Architecture, Design, Administration

PBX

VoIP, TDM, SIP

Problem Resolution

User Training and Support

Leadership / Goal Specific

Project Ownership / Management

Professional Experience

Loancare, Virginia Beach, Virginia

GenesysCloud Product Owner – January, 2023 to present.

Currently responsible for the entire Genesys Cloud platform at Loancare. Daily activities include an Agile methodology approach to Contact Center Ownership. Sprint/Story grooming, organization, and management of the Genesys Cloud Product Roadmap. Daily meetings with Contact Center Developers, Executive Management, which includes the CEO, CIO, COO and CTO, as well as project leaders and senior management, being SVP’s and VP’s.

Cenlar FSB, Ewing NJ

Senior UC Systems Engineer / Applications Engineer / Technician (2007 to Dec 2022)

Currently responsible for all telecom systems including the Nortel CS1000E, Call pilot voicemail system, AVST Voicemail, Intervoice IVR, Televoice IVR, Nortel CRQM recording system, Verint Recorder, Avaya ACR, Aspect Dialer, Noble Dialer, Nortel CCMA, CCMS release 6.0 and 6.4, AACC Call Center Engineering including all Script Writing, All MAC work and troubles including IDF,MDF and station wiring. T1’s, Phone moves, Polycoms, IP phones, IP polycoms.

PBX preventative maintenance / lead troubleshooter

AACC call center script writing

CCMA call center administration

CCT screen pop application programming

AVST voicemail programming

Verint call recorder administration

Session Manager programming

IVR support, troubleshooting, configuration

Disaster recovery lead engineer

Azure cloud migration

Call Center cloud migration

AT&T Inference call back solution – cloud based

SIP integration

SIP trunk based MPLS SD WAN set up for Disaster Recovery and High Availability

Lead Voice Engineer for on prem to cloud migration of entire voice platform

Commerce Bank, Mount Laurel NJ

Systems Engineer (2006 – 2007)

Responsible for the design and engineering of Commerce Banks Call Center infrastructure and contact center environments. Create call flow solutions that fit into a long-term voice centralization strategy. Complete project scopes, obtain budgetary approvals, design creation, implementation, validation, and day to day maintenance of entire Networked Contact Center solution.

NextiraOne One Communications at Merrill Lynch, Plainsboro, NJ

Contact Center Implementation Engineer and Administrator (2003 to 2006)

Promoted to provide strategic and tactical direction for Merrill Lynch call centers, working daily with internal and external management in the firm. Point person for outages, upgrades, power downs and disaster recovery. Managed, Designed, implemented and deployed custom contact center solution for the replacement of the ML Aspect Call Center System with the Nortel Symposium Contact Center Solution including redesigning all call flows and scripts in Symposium. Nortel to Avaya migration of 200 agents.

Williams Communications at Merrill Lynch, Plainsboro, NJ

Aspect Systems Admin / Call Center Supervisor - Help Desk - (2001 to 2003)

Promoted to Supervise 10 agent Help Desk. Managed the intranet webpage used for internal reporting to 50 managers daily. Managed the technician daily work load. Project leader for Aspect call flow design and implementation. Led the design and implementation for 1200+ New York Merrill Lynch employees relocated to the Plainsboro site shortly after 9/11. Call Flow implementation and phone deployment.

Williams Communications at Merrill Lynch, Princeton, NJ

SL-100 Certified Voice Technician (1999 to 2001)

PBX Voice Technician. 8-man team working with the IT team to support all of Merrill Lynch, NJ. Large scale building to building moves. Switch Maintenance including SL-100, Meridian 1, and Octel voice messaging switches. Installation of phones, analog lines, circuits, squawk boxes, Lan Connections, T-1, ISDN DTI/PRI. Knowledge of color codes, pin outs, jack punches, Bix, 66 and 110 blocks

Williams Communications at Merrill Lynch, Princeton, NJ

Technical Service and Cable Management Specialist (1997 to 1999)

Conducted phone and voicemail training classes. Distribute cable path layout to technicians using CTAM software.

Education and Credentials

Associates in Applied Science Degree (1997)

Mercer County Community College

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Attended Nortel Global Knowledge courses for: SL-100, M-1, Octel and CCMS

Completed online courses for VOIP, Nortel CS1000 Database, Avaya CM, SIP

AACC scripting, Verint Recorder, System Manager and Session Manager, Azure, Noble Administration

Wireshark / CCENT, Multiple Genesys Cloud CC classes, including Admin, Reporting, Architect, WFM, Call Recording

Systems Experience

Nortel SL-100 Nortel Option 61 and 81C Nortel Option 11 Nortel CS1000M Nortel CS1K Nortel SCCS Nortel CCMS, CCMA, CRQM, NCR, Viewer and Call pilot Nortel replication and Standby Call Center Server Nortel Call pilot Voicemail System Octel Installation and Maintenance Octel Operation and Management Intervoice IVR administration Aspect ACD Administration Avaya ACD Administration Virtual Hold Nice Call Recorder Verint Call Recorder Liaison voice recognition system Nuance Speech Attendant AVST Voicemail Televoice IVR AACC Call Center AACC script writing System Manager Session Manager Avaya CM and CMS Noble Dialer and Contact Center Vectors VDN’s Avaya CM CC Elite – Genesys Cloud CC

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