Donald "DJ" Osborne

• Strategic and results-driven Capability Director with over 25 years of experience bridging business operations and technology to deliver impactful enterprise solutions.
• Proven leader in capability development, product ownership, and cross-functional collaboration, with a strong foundation in contact center technologies and enterprise routing systems. Adept at aligning software solutions with business strategies to drive performance, innovation, and operational excellence.
• Recognized for consultative leadership, technical acumen, and the ability to lead high-performing teams in complex, matrixed environments.

• Google Voice Bot - Identifying self-service voice bot opportunities and developing Conversational designs for optimal consumer experiences.
• Amazon Connect AWS - Learning while implementing new business on AWS platform as we transition from Omni Genesys to Omni Connect.
• LivePerson - High level knowledge of LivePerson implementation for Chat integration with various Portals.
• CXOne - Experience with design and configuration of basic call flow strategies with CTI integration for CRM patient profile screen navigation.
• Genesys - In depth knowledge of design and configuration. Responsible for establishing Enterprise Standards and modular development for ensuring delivery support consistency. Created delivery training materials including Rules Engine design, Systems integration design docs and ladder flows for multiple routing scenarios. Experience with building and deploying rules. Building configuration for Skills, VAGs, VQ’s, Extensions, Route Points, etc.
• VCCD - Managed VCCD Support Team. Experience building screen pop’s, redirects, and AUX codes.
• Cisco ICM - Designing and building complex routing and admin scripts to control all levels of call routing from the network down to the agent. Experience deploying new sites, VoIP, CTI. Integration of ICM with Genesys, Aspect, Avaya, IVRs, ATT, and Verizon. Proficient with building Services, Skills, Labels, Translation Routes, etc. Querying the ICM Database, running reports in Webview.
• AVAYA PBX - Configuration of VDNs, Vectors, Skills, Announcements, Station and Agent IDs. Experience running reports using Avaya CMS.
• ASPECT CALL CENTER/ACD - Experience creating/editing Applications, Call Control Tables (CCTs) including setting priorities, programming announcements, hours tables, etc. Agent Group/Super Group design, configuring Trunks, entering DNIS, running queries. Create custom canvas on Custom View Producer. Building and running reports in Crystal and CE10. Proficient with Route, System, Hardware, and Agent Administrator & Architect.
• WITNESS - Experience deploying and programming Witness Systems Quality Monitoring application. Building triggers, configuring playback with screen capture.
• ASPECT eWORKFORCE MANAGEMENT (eWFM) - Experience utilizing system to maintain schedules, segments, vacation bids, etc.

Google bot, Amazon Connect AWS, CXOne, LivePerson, Genesys, WWE, VCCD, Cisco ICM, Avaya, iCNI, Routing Services, BIE, Conversation Manager, Aspect ACD, Intervoice IVR, ATT Business Direct, Custom View Producer/Director, Crystal/Seagate Reporting, Symon Enterprise Server, Witness Call Monitoring, Aspect eWorkforce Management, CA Agile, Splunk, Pulse, GI2, Tableau, NICE, Word, Excel, PowerPoint, Access, Visio, Project, Outlook, SQL, OneNote, Teams

• Coaching Hockey
• Love to travel (usually for hockey)
• Get outdoors

05/2019 Genesys Outbound Dialer Foundation 8.1