Experience

Included Health
• United States
• Hospitals and Health Care
• 700 & Above Employee
• Senior CCaaS Engineer

  • Jan 2023 - Present


NICE CXone

• United States
• Software Development
• 400 - 500 Employee

• Senior Software Integration Engineer

  • May 2021 - Jan 2023

  - Implement IVR call flows in CXone Studio- Assist with design of technical requirements and solutions- Integrate NICE CXone components with external APIs to push/pull data (Salesforce, Zendesk, Pay360, etc)- Design and build internal utilities to enhance productivity and automate tedious tasks- Provide mentoring and training to colleagues- Test and troubleshoot API endpoints utilizing Postman, Fiddler, Wireshark

• Software Integration Engineer

  • Aug 2018 - May 2021

• Expert Services Team Lead

  • Jul 2017 - Aug 2018

  - Lead a team of talented individuals creating and implementing custom solutions for customers- Reports, scripting for telephony recording, dashboards, applications, UI scraping/automation- Database views/stored procedures, Windows service creation- Work primarily completed using: C#, HTML, JS, SQL

• Sr. Solution Deployment Engineer

  • Jun 2015 - Jul 2017

• Software Engineer I

  • May 2014 - Jun 2015

  - Assess and triage tickets opened by Support team on behalf of customers- Determine if issues are configuration related or a product defect and resolve- Work with Product Managers and QA while developing fixes for defects- Conduct cross departmental training and mentoring



Uptivity

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Run Team - Ticket Triage

  • Sep 2013 - May 2014

  - Triage all tickets opened by Support team to verify they are product defects- Assign tickets to developers and provide guidance on the issue- Perform basic scripting and SQL management tasks

• Installation Technician

  • Apr 2012 - Oct 2013