Robert Ross

Background

About Robert Ross

2015+: Senior Technical Analyst with leading Contact Center Software provider Genesys. Specializing in Genesys Reporting Analytics for Customer Care with products: GI2 Framework Stat Server Pulse GAX SIP Server Workspace Cloud AWS Multi-cloud Azure Config Server GCXI Complete lab deployment with supported products with focus of deployment for many other products. GNTS for Contact Center T2, 3+ years Case Management with Nortel Partners/Premium Partners Utilization Problem Resolution Tracing Patching attended 3 week Bootcamp in Richardson, TX Multiple Global Knowledge courses predating CC6 including SCCS 4.2 SMI, SWC 4.5, SCCS 5.0 installation at Richardson, TX Training India Contractors for 1 Month in Chennai, India Experience with Innovatia Telephony Operations of 300+ employees including Remote India Employees, 2+ years 90% Nortel/Avaya equipment Taught paid customer led classes for AACC 6.1 AACC 6.1 Certification Avaya CM 6.0 onboarding training Contact Center 4.2, 5.0, 6.0, 7.0 certifications SECC 4.2 certification CS1K 3.0, 4.5, 5.0, 6.0 TDM/VOIP CallPilot 4.0 Verint Ultra 9.3 TDM CRQM 6.5 Installation, Configuration and Administration CRQM 6.5 Instructing at Nortel CCMA Supervisor training CallPilot Integration with IVR/Access CCMA Scripting 6.0 Active/Standby and Replication 6.0 CCT and CCMM Concepts Call Flow and design CM 6.3 ASM 6.3 System Manager 6.3 SAL access Siebel ticketing CM networking Lync deployment CS1K 6.0 Contact Center Classes taught at various Nortel locations 3012C - Nortel Contact Recording and Quality Monitoring System Administration. Richardson, TX Contact Center 6 Bootcamp Raleigh, NC Deploy installation for first customer teach of Contact Center for suitcase classes of Contact Center Manager Installation/Administration 7.0 PBX administrator 2007-2012 Transitioned entire site from Succession 3.0 TDM/VOIP to 6.0, CallPilot 4.0 to 5.0, Contact Center 6.0 Migration to new hardware platform, installation of CRQM 7 and complete administration for 300 employees