Gregory Blake
Holt
Summary
Information Technology Consultant with expertise in system analysis, infrastructure updates, and framework design tailored to diverse business needs. Demonstrated ability in detailed planning and complex problem-solving, ensuring proactive project execution. Extensive client engagement experience across various industries, driving successful technology implementations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Onshore Genesys Team Lead
Bank of America
04.2022 - 04.2023
- Served as the onshore application development team lead for the Genesys application while working collaboratively with cross-functional and business teams to develop, support, and implement contact center routing enhancements and support ongoing operations.
- Provided regular updates and project status to Bank of America management and maintained responsibility for all work published by the development team.
- Developed API connections for Genesys IVR utilizing JavaScript.
- Provided technical support and troubleshooting for Genesys solutions, addressing issues and implementing fixes to minimize downtime.
- Conducted performance analysis and optimization of Genesys applications to ensure high availability and responsiveness.
- Designed and developed Genesys call flows and routing strategies.
Information Technology Consultant
Accenture
Lansing
02.2009 - 04.2023
- Provided expert consulting services to clients across various industries, including recommending solutions to improve business operations.
- Developed and implemented IT strategies and roadmaps aligned with client goals, ensuring the effective integration of new technologies.
- Contributed to technology projects from inception to completion, including planning, development, and stakeholder communication.
- Maintained strong working relationships with clients and addressed any issues or concerns promptly.
- See below details regarding project specific experience.
Contact Center Technology Consultant
University of Chicago Medical Center
11.2021 - 04.2022
- Served as the onshore application development team lead for the Cisco UCCX application for an IVR enhancement project.
- Worked collaboratively with technical and business teams to gather requirements, design solutions, and ensure project alignment with business objectives.
- Provided technical support and resolved issues related to IVR applications, minimizing downtime and enhancing reliability.
- Designed and developed IVR solutions for diverse client needs, improving call routing and customer interaction efficiency.
- Functioned as the Cisco technology Subject Matter Expert (SME) and provided guidance throughout design and development process.
Genesys Team Lead
The Hartford
08.2021 - 11.2021
- Served as the onshore application development team lead for Genesys cloud application development.
- Developed call flows and routing utilizing Genesys Architect.
Contact Center Technology Specialist
State of Michigan, Enterprise Contact Center
02.2010 - 08.2021
- Supported Contact Center administration, operations, monitoring, and support efforts including updates to the call center environment architecture and call center applications.
- Analyzed call flow performance and implemented optimizations to reduce call handling time and improve customer satisfaction.
- Served as the primary point of contact for multiple State agency contact centers including the Department of State, Department of Treasury, and Office of Retirement Services and backup point of contact for the Department of Human Services, Michigan Civil Service Commission, and Unemployment Insurance Agency.
- Collaborated directly with end-users and stakeholders to gather requirements, design solutions, and ensure project alignment with business objectives.
- Developed, implemented, modified, and maintained custom NICE CXOne IVR applications and scripts utilizing CXOne Studio to enhance customer service operations and improve user experience.
- Provided technical support and troubleshooting for CXOne applications, resolving issues promptly to minimize downtime.
- Worked to perform the contact center migration to NICE InContact. This was transitioning from an on-premise deployment to a new cloud deployment utilizing NICE InContact.
- Performed NICE call recording platform administration.
- Served as a Genesys Certified Inbound Voice Consultant and IRD/Routing Developer to develop IVR and routing solutions while utilizing Genesys Studio and JavaScript.
- Performed advanced troubleshooting of Genesys applications.
- Performed advanced troubleshooting of Cisco PCCE applications.
- Performed Genesys WFM application administration.
- Conducted training sessions and created documentation to assist new team members in understanding and utilizing CXOne applications effectively.
- Developed Siebel applets and scripting.
- Deployed the Genesys IVR and Siebel CRM connector (GPlus Adapter) to streamline data exchange and enhance functionality.
- Deployed multiple release updates of Siebel CRM application.
Application Developer
State of Michigan, Michigan Child Support Enforcement System
02.2009 - 02.2010
- Developed, implemented, and maintained applications utilizing Java, C#, SQL, and PL-SQL for the State of Michigan MiCSES project.
Education
Bachelor of Applied Science - Minor in Computer Science
University of Michigan
Flint, MICertification
- Project Management Professional (PMP), PMI
- Certified Associate in Project Management (CAPM), PMI
- Agile Certified Practitioner (PMI-ACP), PMI
- Microsoft Certified: Azure Fundamentals
- Genesys Certified Professional Version 8 – System Consultant, Inbound Voice (GCP8-CIV)
- Genesys Certified Professional Version 8 – Developer, Inbound Voice with IRD (GCP8-DIV)
Timeline
Onshore Genesys Team Lead
Bank of America
04.2022 - 04.2023
Contact Center Technology Consultant
University of Chicago Medical Center
11.2021 - 04.2022
Genesys Team Lead
The Hartford
08.2021 - 11.2021
Contact Center Technology Specialist
State of Michigan, Enterprise Contact Center
02.2010 - 08.2021
Information Technology Consultant
Accenture
02.2009 - 04.2023
Application Developer
State of Michigan, Michigan Child Support Enforcement System
02.2009 - 02.2010
Bachelor of Applied Science - Minor in Computer Science
University of Michigan
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