Call Center Software Developer

Robb Sawyer

**** ** ***** ******* *****, #***

Miami, FL 33179

714-***-**** – Mobile / Email: ********@*****.***

Summary:

Mr. Sawyer has extensive experience in optimizing telephony – IVR, ACD & Dialer – systems, processes and staff using high-tech methodologies. He has a successful track record for design, development, deployment and management of Call Center technologies across the enterprise. His experience with Contact Center technologies (Genesys, Alvaria/Aspect, AWS, NICE/INContact, Five9, Nuance, Twilio, BrightPattern, WFM systems, etc.) covers the architecture, application and administration of the interfaces. As such, he has coordinated the deployment and administration of 46 Enterprise systems. On the people side, Mr. Sawyer has developed and executed successful process strategies, tactics and training programs to optimize the activities of call center staff for collections, telemarketing and customer service. In addition, Mr. Sawyer has amassed years of experience in developing enterprise-based applications. He demonstrates a high technical aptitude, which combined with a thorough business sense, has allowed him to impact the bottom line for many companies in his years in Call Center Technologies, Management Information Systems, and as an Information System Consultant.

Professional Experience:

Ally Financial - (Formerly GMAC) – Detroit, MI 07/2022 – Present

IVR / Call Flow Developer / Engineer

Facilitated migration from Avaya to Genesys Cloud; designed, developed and deployed IVR/Outbound/Inbound Call Flow scripting for Auto line-of-business. Wrote/supported JSON code for optimal hosted experience for new environment, with a heavy focus on Teambuilding with Architects, Applications and Dialer Administration teams, while in a virtual office environment (WFH).

Truist Bank - Merger of Equals for BB&T and SunTrust – Raleigh, NC 10/2020 – August 2022

IVR Developer/Engineer

For Genesys Contact Center system with Nuance Framework, facilitated migrations of IVR scripts from BB&T brand to Truist. Activities included vXML and ASP.NET scripting, utilizing tools like AWS, Genesys CME, GAX & Composer. There was a heavy focus on Teambuilding and coordination for virtual office environment (WFH).

Mercedes-Benz Financial Services – Ft. Worth, TX 11/2019 – 08/2020

With a legacy system of Aspect Zipwire for a hosted ACD/Dialer/ALM and WFM offerings, served as a Solutions Architect & Developer for a new IVR offering for the Portfolio Management System (900K accounts). Project started at Vendor Selection between Twilio, Genesys/Pure Cloud, IBM and Amazon Connect (AWS); awarded contract to Twilio. Developed a Proof-of-Concept for full functionality with vXML version (TwiML) and Graphic User Interface (Studio).

Tata Consultancy Services – Tampa, FL 02/2017 – 11/2019

On site at JPMorganChase - Contact Center Engineer / Aspect SME

Responsible for L3 Support for 4 Aspect UIP 7.3 production systems and 2 Labs. Activities include design and implementation of Contact Center solutions for Inbound, Outbound, IVR, ScreenPops plus WFM solutions for 4 different lines-of-business (Auto, Card, HomeLending & OD). Projects included migrations from AgentSync with GeneSys ACD switch, UIP 7.1 to 7.3 and from UIP 7.3 SP5 to SP6.

On site at Citi Technology Group - Global Voice Engineer / Aspect SME

Responsible for design and implementation of Contact Center solutions based on Aspect's UIP product suite and aligning 3rd-Party systems (NICE, SBC’s, USAN IVR, CounterPath, etc.). Projects included migrations from UIP 7.2 to 7.3 across an Avaya WAN, SIP deployments for desktops and servers. Composed detail design documents and perform installation oversight to ensure on-time deployments. Also required to liaison with vendor (Aspect) for new Statements of Work and Issue Management.

Intuit, Inc. – Tucson, AZ 05/2016 – November 2016

e-WFM Engineer

Responsible for Aspect's e-WFM system, interfaces and data exchanges with external partners IEX interfaces. Perform discovery, design, development and deployment of WFM, WFO, RTA applications. This company uses Interactive Intelligence (ININ) as their ACD-Dialer-IVR platform, so WFM activities involve scheduling, forecasting, Real-Time-Adherence, Empower and WFO functionality for agents-queues on the InIn/I3 system (Genesys PureCloud). Also worked with Splunk tool for monitoring/metering features of production/development systems.

Credit Acceptance, Inc. – Southfield, MI 12/2014 – 04/2016

Senior IVR Developer

Responsible for Aspect's UIP IVR/Dialer application interfaces for Sub-Prime Auto Lender. Perform discovery, design, development and deployment of IVR scripts and support for ScreenPop interfaces. IVR functionality facilitates Self-Serve for Customer Service, Payments and Employee interactions. Managed operational support for features like Nuance Voice Recognition, High Availability Dual systems, plus QA and Dev environments. Also, maintained data interfaces with Oracle SQL databases and C#.Net applications programming.

SFE Technologies – Tustin, CA 11/2006 – Present

Engaged the following account management/call center systems projects:

Children Hospital of Philadelphia (Philadelphia, PA) - ACD-IVR Developer

Responsible for support, maintenance, development of ACD-IVR scripts for virtual call center using INContact (NICE) hosted solution.

First National Bank – Telecom Department (Omaha, NE) –Aspect Application Specialist

Responsible for support, maintenance, development Aspect ECS (Legacy) system. Coded IVR VPF and CCT scripts for ACD and Self-Serve applications. Also support Qfiniti/eTalk for contact center quality recordings and screen capture. Also serve in support, reporting and QA role for new Avaya Voice Portal System project with Java and .Net interfaces.

BillMeLater/PayPal/E-Bay (Baltimore, MD) – Aspect Application Specialist

Responsible for support, maintenance, development Aspect UIP system. Coded IVR scripts C#.Net interfaces for back-end systems for Self-Serve applications.

JPMorganChase – Enterprise Contact Center Services (Lewisville, TX) –Aspect Application Specialist

Responsible for deployment, development, and design of Aspect UIP and peripheral systems (ALM, eWFM, NICE, GeneSys, interVoice IVR) applications for JPMC consolidation of BearStearns EMC, WaMu and Chase heritage contact center needs under one unified communication solution. This project encompass 6 production and 3 lab systems. Tasks involve architectural design, functional specifications, vendor tasks management, QA planning and execution, application design and programming for call routing, data warehousing and reporting. Also performed some project management duties of project scoping and resource estimating.

Bayer Business and Technology Services (Pittsburgh, PA) –Aspect Application SME

Responsible for discovery, design, development and deployment of Aspect UIP system applications. Tasks involve programming for M3 (IVR and call routing), screen pop (OCX and CLAPI), reporting functional applications. Also performed project management duties of Functional Specifications documents (FSD) and User Acceptance Testing documents.

USAA Federal Savings Bank (San Antonio, TX) – Voice Channel Advisor / Aspect SME

Responsible for business functional discovery, design and deployment of 2 UIP and ALM systems (development and production) for Bank credit card collections. Coordinate interfaces for IEX, Blue Pumpkin, CACS CRMS, Avaya ACD, and Witness call center and work force management systems. Provide some support for UIP architecture, applications and administration responsibilities.

Aurora Loan Services / Lehman Brothers Mortgage Capital Div. (Denver, CO) – Aspect Applications Developer

Responsible for designing, developing and deploying LyriCall, M3, Nuance and ECM scripts for UIP system to facilitate loan servicing operations. Also coordinated activities for downloads, uploads, and screen interfaces including account management systems. Provided support for UIP architecture, administration and WFM/AQM issues.

SFE Financial – Chief Information Officer

Provide Lead Generation services for Mortgage Companies by telemarketing 2.3 million homes in Los Angeles County. Developed dialing/IVR application for an Aspect/Concerto ContactPro system and an outsourced virtual call center (Five9) system.

Los Angeles County Assessor Office – Application Developer

Designed, developed, deployed VB.Net and C#.Net front-end/AS400 back-end system for Field Appraisers to automate assessment activities.

Western United / AAA Insurance (Cal State Auto Assoc.) - Sr. Application Developer

Responsibilities also included consultancy on call center Aspect ACD and Work Force Management systems for best practices, operational efficiencies, and host interfaces. Worked as contract developer on AS400 projects for insurance applications of claims, underwriting, and DMV reporting interface. Performed discovery, design, development and deployment for projects using RPG ILE, CL, and SQL tools and concepts. Also used Aldon and Seagull tools for AS400 optimization.

Vortalsoft, Inc. – Somerset, NJ/Tustin, CA 05/2006 – 11/2006

Senior Systems Engineer

Responsible for Aspect’s and Vortalsoft’s clients for EnsemblePro professional services engagements for engineering support, development and training services. Serve as Subject Matter Expert on Aspect/Concerto E-Pro systems and Work Force Management applications. Required to develop HTML/Java based LyriCall screens, customized IVR programming and SQL backend systems. Also conduct training classes and perform telephony engineering activities for western regional clients. Serve as Project Manager on 3 substantial projects.

Fremont Investment & Loan - Anaheim, CA 05/2005 – 05/2006

Senior Application Developer

Responsible for Concerto's EnsemblePro IVR/Dialer application interface for Retail Bank and Mortgage Company. Perform discovery, design, development and deployment of scripts for LyriCall and IVR systems. Manage operational support for daily downloads, uploads, GUI screen pops to SQL Server host and AS/400 legacy systems. Responsibilities also include support of Dialer Administrators, Call Center managers, E-Pro reporting needs, liaison with the infrastructure group, and outsource business strategy planning.

American Healthways - Nashville, TN 08/2003 - 05/2005

Senior Developer - Dialer Application Specialist

Responsible for application interface for Health Care Company with Unison dialers in nine Call Centers, plus a development environment. Managed operations and programming for daily downloads, uploads, exclusion, GUI screen pops and support. Programmed CLAPI interface using VB.NET and Microsoft and Oracle SQL databases. Responsibilities also include support of Dialer Administrators, Davox reporting needs, liaison of dialer architecture with the IT Infrastructure group, and Business Strategy and Modeling for new Enterprise-based technologies (EnsemblePro and ECM).

SM Acceptance 07/2002 – 08/2003

Founder / Chief – Mortgage Servicing/Call Centers

Helped found start-up company to acquire Utah-based Mortgage company. Business Plan entailed infusing SMA-owned technologies to allow for a dialer-based call center, mortgage servicing, and credit cards so as to create new opportunities. Managed issues for Business Plan Strategies, Investor Relations, Budgeting, Davox/Concerto-based contact center, outsourced staffing and e-Learning programs. Company received bridge financing – but not 2nd round funding.

Triad Financial Corporation / NAL Financial Group 01/2000 – 07/2002

National Dialer Administrator

Managed 3 teams of Dialer Administrators (12 people) to utilize the Davox Predictive Dialer on campaigns to collect auto loans. Administrative duties included executing strategies and tactics to effect a lower delinquency. Applications duties included LyriCall screen development and maintenance of App. Tools. Also required to facilitate training for agents and supervisors, assisting with collection strategy and tactics.

Project Manager – Davox Integration

Duties involved managing the integration of the Dialer technology with the Host Systems, using traditional project management methodology to discover, design, develop and deploy the Davox Ensemble solution for Triad’s 3 call centers. Worked with Davox for all system implementation and professional services engagements. In addition to management functions, technical duties included developing and maintaining Visual-Java screens, and Sybase database for system programs.

Applications Coordinator

Responsible for the application development and production support of the enterprise AS/400-based account management system. In addition to management functions (business strategy, collections tactics, and training), technical duties included developing AS/400 RPG ILE, SQL/400, and ILE C for TCP/IP Sockets interface to Davox Unison.

RCG Information Technology 04/1998-11/1999

Project Manager/Software Developer 04/99-11/99

Led projects for Sunglass Hut International, Florida Atlantic University, Block

Vision, Citibank Latin American Consumer Bank. Responsible for implementing

RCG's methodology to Plan, Activate, Control and End projects successfully.

Projects involved analysis, design and development of high-end financial systems for the enterprises back-office. Also participated on Sales Pursuit Teams for RFP’s and other marketing endeavors. Lastly, served at Call Center Technology subject matter expert for all RCG offices nationally.

As a Developer, built credit/debit card processing applications on AS/400, RPG ILE for Visa International. Solution involved heavy communication programming for TCP/IP, plus batch and interactive applications. Also, participated on team that performed technical and operational Feasibility Studies for Thomas Cook Financial Services (London) in regards to Pre-paid Debit card products.

ROSA Technologies, Inc. 07/93-04/98 IS Consultant

Led or participated in consulting projects for client companies.

List of Projects

Preferred Merchant Technologies 12/97 - 04/98 Software Developer

American Express 09/97 - 12/97 Software Developer

Preferred Holidays/RCI Travel 01/97 - 09/97 Software Developer

United Capturdyne Technologies 06/96 - 01/97 Chief Information Officer

F.A.M.E., Inc. 11/92 - 02/93 & 07/93 - 05/96 Project Leader/Developer

Doubletree Hotels 07/93 - 01/94 Communications Developer/SME

E.P. Solid Solutions 05/89- 07/93 IS Consultant

Led or participated in consulting projects for client companies.

List of Projects

Value Rent-A-Car 01/93 – 07/93 Communications Developer/SME

Heritage Mortgage Corporation 08/92 - 11/92 Software Developer/Consultant

Kislak National Bank 07/92 - 08/92 Developer/Communications SME

Royal Caribbean Cruise Line 06/92 - 08/92 Developer/Communications SME

Banco Santander 04/92 - 06/92 Software Developer

Metric Engineering 01/92 - 04/92 Applications Specialist

Ocwen Financial Corporation 09/91 - 12/91 Software Developer

United Way of Dade County 06/91 - 09/91 Software Developer

Associated Computer Consulting 12/90 - 05/91 Software Developer

Stair Cargo Services 09/90 - 12/90 Software Developer

John Alden Life Insurance Company 07/90 - 09/90 Software Developer

Del Monte Tropical Fruit Company 02/90 - 06/90 Software Developer

SunBank / SunTrust 10/89 - 12/89 Software Developer

Insurance Data Services 05/89 - 09/89 Software Developer

The Experts 03/88-02/89

Assigned to Ryder Systems. Designed, developed and maintained application programs in Cobol for Ryder's Field Information System (FIS). The project migrated from a System 36 to AS/400. Worked specifically on FIS billing / receivables system module.

Bahamasair 09/87 – 03/88

Consulted on the Airline's revenue accounting system and other accounting modules. Served as interim data processing manager so as to restructure and reconfigure financial system to fully utilize the processing potential. Also responsible for training new IT Manager.

South Florida Savings Bank 01/87 – 08/87

Performed EDP auditing functions, plus developed supplemental in house systems for bank's back office mortgage system.

Citibank 12/84 - 11/86

Developed and managed electronic banking. EFT and credit card products for the bank in the Bahamas. Also served as a Bank Systems Analyst and Micro-Computer Coordinator. These positions entailed programming and supporting the bank's back - office, front-end and office automation. Hardware, software, and communication systems.

R.J. Kelly & Associates 07/83 - 11/84

Participated in the development of a hydrologic database for a water management district. Also participated in the design, development and support of retail inventory and sales reporting systems.

Education:

Florida A & M University 08/82 - 06/83

Masters of Business Administration Candidate

Concentrated in Information Management and Finance

Florida A & M University 09/79 - 08/82

Bachelor of Science

Majored in Data Processing Technology -

Graduated Magna Cum Laude.

Programming Languages / Hardware:

.NET, Javascript, C++, C#, RPG/400, RPG ILE, COBOL, COBOL/400, Visual Basic, Visual FoxPro, Fortran.

Hardware: IBM AS/400, IBM System 36, Sun Solaris, Red Hat Linux, LAN’s, PC’s, PDA’s.

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