Glen Miles

Experience

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  Emdeon

  May 2001 - Jun 2004

  Infrastructure Technology Manager - Call Center

  • Managed all technology infrastructures that supported a multi-site, 225 seat – 53 skill group contact center. • Was responsible for telecom (Avaya G3r and CMS Supervisor), IVR’s and self-service applications (Edify), Genesys 6.5 framework / routing / reporting / WFM, WAN/LAN (Cisco), network administration, servers (hardware and OS – Windows 2000 Server), desktop PCs, CRM and related contact center software applications (Siebel), databases (Oracle and MSSQL), statistics gathering, quality assurance monitoring (Click2Coach) and agent end-user hardware. Handled writing and managing all Avaya vectors routing calls within the contact center. Was responsible for all front-end applications and agent technology. • Was technology liaison representing the contact center within the corporate IT organization. Created procedures for the daily, weekly, monthly maintenance of all servers, databases and applications supporting the contact center and all IT operations. He also handled all RFP’s sent to potential vendors to acquire additional software and hardware contact center solutions.• Controlled Lab and QA environments and created test scripts with end-user input for all new Genesys routing and reporting solutions Show less

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  IBM Global Business Services

  Jun 2004 - May 2007

  Senior CTI Consultant/Engineer

  • As a contact center consultant, successfully completed project assignments that included the design, development, implementation and integration of Genesys-CTI, Avaya, Periphonics IVR and Siebel for a major insurance and annuities company in Boston, MA. • Developed Genesys Lab and QA environments and worked directly with QA team to write test scripts, perform testing and using QA systems to track testing progress• Worked on a rollout to production for a major firm in San Francisco, CA, running Genesys with Aspect ACD, IVR and Epiphany CRM. • Assisted as a sales engineer and presenting new technology opportunities for several major contact center clients, and actively participated in completing proposals in response to RFP’s resulting in new business and revenue for the practice. Show less

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  LendingTree Loans

  Jan 2006 - Jan 2006

  Senior Genesys CTI Engineer/Architect

  Implemented Genesys CIV (Customer Inbound Voice)

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  Infogain

  Apr 2007 - Nov 2008

  Senior CTI Engineer (Genesys)

  • Senior CTI engineer and Contact Center Consultant working out of Nashville, TN office and traveling up to 50% to client sites• Recently assigned as a Project Lead responsible for all call routing for a major IT firm in Cupertino, CA • Implemented a major Genesys Routing project to integrate the EMEA call centers with the America’s production Genesys and Apple’s current IVRs• He and team designed all routing functionality and dealt with 18 countries and 12 languages. This design utilized Genesys transaction list objects so there is only 1 main routing strategy to handle 188 call types for all products for all 18 countries • Liaison between IS&T Genesys routing development team as team lead and QA team – creating test scripts and verifying all QA test scripts performed correctly before handing off to QA team and supporting QA testing efforts using RADAR ticket system • Oversee and manage all Genesys contact center routing and Genesys configuration environment issues as the liaison between the Genesys development team and the Global Voice Services team (telecom team), due to many years of experience managing Genesys – Avaya environments• Completed a Genesys project implementing all Genesys 7.5 components in multi-site 700 agent contact center running Cisco VOIP and Genesys Voice Platform 7.5 (brand new version of Genesys GVP with new interface) • Attended the Genesys 7.2 Multi-Channel Routing class at Genesys University (in conjunction with working on the project), then installed and implemented Genesys 7.5 MCR in the lab environment for testing e-mail, chat and SMS message routing, prior to rollout to production • Recruited by Infogain to assist in building the CTI practice for the vertical solutions team by utilizing his technical management, technical support, sales engineering, proposal writing, and contact center operations experience Show less

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  Apple

  Jun 2007 - Oct 2008

  IS&T Routing Engineer (Genesys - Interaction Routing on Avaya G3r PBX)

  I worked on the Apple project as the Genesys Routing integration Team Lead engineer and PM for the routing cutover project for Apple's Europe/Middle-East/Africa (EMEA) contact center HQ in Cork, Ireland. Under my management the team and I designed a routing strategy for Apple's multi-country/language customer service locations with a centralized contact center located in Cork, Ireland. The team consisted of 6-7 Genesys Routing Engineers split between off-shore and on-site in Cupertino, CA. We took Apple's existing routing strategy (used in PROD within USA) and streamlined the use of transaction list data and sub-routines, and we integrated the strategy with the America's routing to manage after hour contact center locations and verifying that our strategy pulls the correct input data for the CSR's screen-pop. We handled 18 countries and 12 languages and I also designed the Avaya vectoring and default routing call flow path in the Avaya PBX. Show less

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  Online Business Systems

  Aug 2009 - Mar 2012

  Senior Genesys Engineer/Architect

  Worked as Technical Account Manager and Senior Genesys Engineer for OBS clients or partnered with Genesys-direct clients.

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  AT&T Global Services

  Mar 2012 - Sept 2020

  Senior Systems Engineer (Senior Manager - Genesys CTI Engineer)

  Client Technical Lead - Genesys engineer for AT&T's hosted Genesys client base within AT&T's IDC hosted server environment. Currently managing Genesys hosted contact center platform for American Airlines.

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  Genesys

  Sept 2020 - now

  Senior Principal Engineer-Consultant

  Resident Engineer working with Genesys' partner organization, Maximus, building multiple Genesys enterprise contact center platforms that work in conjunction with Amazon Web Services (AWS).