Leo Deng

Background

About Leo Deng

Leo has 20+ years enterprise solution engineering experience. His experience spans enterprise IT architecture and infrastructure design, implementation, and digital transformation engagements with emphasis on omni-channel solutions, IVR self-service, GenAI enablement, data analytics and storage optimization. Leo served Fortune 500 companies across healthcare, BFSI, entertainment and technology consulting industries. Experienced in Genesys Cloud (Genesys CCaaS on Amazon Cloud), NICE CXone, AWS, Genesys Engage/NICE/Cisco/Avaya IVRs integration with Oracle, SQL Server and DB2 databases and CRMs including Salesforce, ServiceNow and MS Dynamics and migration to the cloud. Migrated legacy Chameleon and Remedy Change Management systems to ServiceNow. Versed in ServiceNow CSM, ITSM and Flow Designer. Contact Center Infrastructure and Leading Practices, HA/BCP, Process Improvement, GVP, SIP Server, Cisco UCCE/CVP, Genesys/NICE real-time and historical analytics, NICE/Genesys/Aspect WFM, NICE/Verint/Genesys/Calabrio/Alvaria recording, Lucidworks and Apache Solr, AudioCodes/Sonus/Acme Packet SBCs, GVP/CVP integration with Nuance ASR and TTS, Genesys agent desktop packaging, deployment/upgrades automation, Cyara/Empirix call flow testing automation, DevOps oriented Agile methodology, REST/JSON API, IPC Unigy, Cloud9 Trader system admin. Good at building strong relationship and negotiating with clients/business stakeholders/vendors/QA team to deliver quality solutions within project timeline, and providing trusty advice to clients/business stakeholders on adoption and implementation of new contact/content handling technologies.