MICHEAL MCCOMBER

916-***-**** • adjl3w@r.postjobfree.com • www.linkedin.com/in/mmccomber mailto:adjl3w@r.postjobfree.com

Certifications/Volunteer

Certified in the following PureConnect disciplines:

AudioCodes eSBC Essentials and Configuration

Interaction CAAS Core Associates (CCA) 4.0

Interaction CaaS Sales Certification Engineer 4.0

Interaction CIC Sales Certification Engineer 4.0

ICCE 4.0 - Interaction Center Certified Engineer 4.0

ICCE 3.0 - Interaction Center Certified Engineer 3.0

ICCE VoIP Boot Camp Interaction Center 3.0

ICCE Interactive Center Fundamentals 3.0

ICCE 2.4 - Interaction Center Certified Engineer 2.4

Troubleshooting the Interactive Center Platform 2.3.1

Interactive Center Core Technology Certification 2.3 Boot Camp

Volunteering

Genesys Product Advisor Board May 2017 to Present

Genesys Collaboration Consortium Committee Member January 2018 to Present

PROFESSIONAL EXPERIENCE

Sutter Health • Roseville, CA •October 2018 - Current

www.sutterhealth.org

http://www.esm-sls.com Senior Implementation Engineer III

Designed and Implemented a phased migration approach between two legacy CIC system to a new Genesys PureConnect system to ensure business continuity during migration.

Upgraded the Salesforce integration points with PureConnect.

Designed and configured Inbound IVR menus for new business needs.

Designed and configured Outbound/Inbound dialer campaigns.

Deployed the Genesys Intelligent Automation platform for our self-services needs.

Design and configuration of new business functionality, including ACD/IVR routing, custom reporting, and 3rd party integrations.

Continues to participate in our yearly Disaster Recovery drills to test our snapshot and backup methodology's resiliency.

Tested the Aruba network in a box to send all 5500 users home due to new covid19 protocols.

Deployed several emergency Covid19 IVR menus to give our employees and patients critical information.

Sutter Health • Roseville, CA •July 2014 –October 2018

www.sutterhealth.org

VOIP Network Engineer III

Deployed new system architecture of the CIC software platform to fully integrate off the Cass platform.

Designed and developed call center solutions.

Designed and configured Inbound IVR menus.

Designed and configured Outbound/Inbound dialer campaigns.

Designed and configured Salesforce integration for the API call pops.

Performed cost-saving license audit that took the annual license cost from 900k to 435k

Member of PCI-DSS remediation team, which completed the integration of Semafone secure payment system

Participated in our yearly Disaster Recovery drills to test the resiliency of our snapshot and backup methodology.

Mentored lower-level Engineer and Technical Analysis staff.

Sutter Health • Roseville, CA •March 2013 – July 2014

www.sutterhealth.org

VOIP Network Engineer II (Contractor)

Supported all aspects of the CIC CASS software platform.

Designed and configured Inbound IVR menus for new business needs.

Opened need MAC's for the business with the Cass technical center.

Designed and configured a new system architectural design to bring the platform back in-house to get off the CAAS solution. Cost-saving for this project was five million dollars over seven years.

Participated in our yearly Disaster Recovery drills to test the resiliency of our snapshot and backup methodology.

Mentored lower lever Engineer and Technical Analysis staff.

Team SOS • Loomis, CA •March 2012 –March 2013

www.team-sos.com http://www.esm-sls.com

Senior Project Engineer

Designed and deployed the IVR needs for the following client:

Created and supported all aspects of the PureConnect software platform for all clients.

Designed and developed call center solutions.

Designed and configured Salesforce integration for the API call pops.

Designed and configured Outbound/Inbound dialer campaigns.

Tested and implemented software version upgrades when applicable.

I performed the above for the clients I was the technical lead for:

-Cubic Transportation, Sydney New South Wales, Australia Opal Transit Card.

-Cubic Transportation Vancouver, Vancouver Transit Card.

-Cubic Transportation Bay Area, Bay Area Clipper Card.

-Sutter Health.

-Nitro PDF.

-Vegas.com.

ESM • Highlands Ranch, CO •August 2010 – March 2012

Senior Telecom Engineer

Managed PureConnect platform for an 800 seat call center with three offices in the Colorado area, the 4th in Ohio that made 4.2 million inbound, outbound, and outbound dialer campaign call a week.

Managed 5 DS3's for inbound and outbound traffic.

Created Inbound IVR menus.

Created Inbound and Outbound dialer campaigns for over 500 campaigns.

Created weekly reports on system usage, system health, and any outstanding issues.

Budgeted for department needs and inventory management.

Managed server renewals, PureConnect contract renewals, and licensing.

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