Experience

TracFone Wireless, Inc.

• United States
• Telecommunications
• 500 - 600 Employee

• Principal Engineer – Software Development

  • Feb 2019 - Present

  As the team technical lead, I spearheaded our migration effort to Amazon Connect in the Cloud: Designed and created conversation flows that resulted in a 1-minute reduction improvement in automated call duration. Collaborated with our Data Science team to create our first prediction model, using data stored from proprietary api calls and interactions made during the call, and then combined with Lex's NLP to predict customer intent, helping customers engage w/the system… Show more As the team technical lead, I spearheaded our migration effort to Amazon Connect in the Cloud: Designed and created conversation flows that resulted in a 1-minute reduction improvement in automated call duration. Collaborated with our Data Science team to create our first prediction model, using data stored from proprietary api calls and interactions made during the call, and then combined with Lex's NLP to predict customer intent, helping customers engage w/the system, which increased our customer NPS score by 10 points. Created a deployment pipeline using Bitbucket, AWS's deployment suite (CodePipeline, CodeBuild, and CodeDeploy), and AWS's JavaScript SDKs that managed configuration data and deployed our resources (Lambda, Amazon Connect Contact flows, SQS and Amazon Lex) to create a fully automated deployment process. Created CloudWatch reports using CloudWatch insights, that provided almost real time reports on customer behavior in our system.

• ADF Developer

  • Sep 2013 - Present

  Tracfone, Inc. Transitioned our Agent Support Application platform to Oracle ADF, providing a redesigned and streamlined access to tools support, our agents need to resolve challenges and provide proper customer support. Supported Atlassian tool integrations with third party tools (Jira, Tempo, Kronos, Clarity) across the whole organization to support CapEx initiatives and funding requirements.

• Apex - PL/SQL Developer

  • Jul 2007 - Present

  Tracfone, Inc. Worked with the different business areas to identify and document the broken processes managed through spreadsheets or manual database insert statements and created business rules and requirements. Replaced the manual processes with streamlined back-office Oracle Apex applications, significantly reducing the amount of time spent creating configurations or web site content, improving operational efficiency, and achieving faster speed to market results on projects and BAU… Show more Worked with the different business areas to identify and document the broken processes managed through spreadsheets or manual database insert statements and created business rules and requirements. Replaced the manual processes with streamlined back-office Oracle Apex applications, significantly reducing the amount of time spent creating configurations or web site content, improving operational efficiency, and achieving faster speed to market results on projects and BAU change requests. Notable applications built using (Oracle APEX and PLSQL): - Service Plan Configuration Engine: to accelerate the launch of new wireless handsets and services plans. - Script Tool: A model-driven web content application that eliminated hard-coded content streamlining and improving new product launches and maintenance across multiple brands. - Product Engine: To edit, version, and deploy configurations for dozens of handsets across multiple brands.