SCOTT MARCIN
East Stroudsburg,PA
Summary
Electrical Engineer with MBA degree and 20 years’ experience in Telecommunications and Contact Centers. Strengths include: Engineering, Analysis, Troubleshooting, Programming, Operations. Knowledge and experience with market leaders such as Genesys, Avaya, CISCO, Verint, NICE, and Aspect. Experience with Genesys CIM platform including voice routing, e-mail, chat, reporting, workforce management, and self-service. Extensive experience in Telecom trouble isolation, issues tracking, and resolution. Knowledge of Cisco ICM, CISCO Jabber, UCCE, UCCX, and CVP Unified Communications. Participate in the operation and maintenance of the Contact Center traditional and VOIP based Call Routing systems. Experience with TDM and VoIP PBXs and products. Working knowledge of TCP/IP and SIP and ACME packets SBC. Led and participated in the design and implementation of medium-to-large scale IT and Business projects. Design and development experience with voice, email, chat, and IVR routing and complex contact center solutions. Provided operations and implementation support for Voice and Data circuits: ISDN, POTS, PSTN, DS1/T1, PRI, and T3/DS3. Proficiency in telecommunication hardware and software, PBXs, Quality Monitoring platforms, voicemail systems, call center systems, and networks. Understanding of Aspect Inbound ACD and Aspect Outbound Dialer integration with various telephony systems. Provided technical expertise for implementing new CTI Call Centers and converting non-CTI to CTI platforms. Participated in integrations and migrations of existing and legacy contact centers technologies to newer solutions. Trained in the service and maintenance of Siemens Hicom 300E, HIPATH 300H, HIPATH 4000, HIPATH 3000, HICOM 1530H, ACD and Intelligent Call Routing, and Siemens Phonemail. Familiarity with: AVAYA Communication Manager S8700, S8710, S8500, S8300 Media Servers; G650,G600,G350, G700 Media Gateways; Definity G3; Octel and Intuity voice messaging system support; Avaya provisioning software; and IP networking. Trained in the service and maintenance of NICE Call Recording Loggers, NICE Perform Servers, and NICE Data Mart Servers. Strong technical and customer service abilities. Excellent interpersonal and communications skills. Strong analytical and troubleshooting skills. Able to communicate ideas efficiently in writing as well as orally. Worked successfully in several large fast-paced environments. Ability to work in or lead a team. Always willing to share knowledge and my experiences with other team members. Proficient with Microsoft Office Suite including Microsoft Project.
Overview
27
27
years of professional experience
1
1
Certification
Work History
SENIOR VOICE TECHNOLOGY ENGINEER AND CONTACT CENTER CONSULTANT
MARCIN TELECOM
05.2002
- Experience with Cisco CUCM/UCCE Contact Center technologies, CISCO Jabber, and administrating and supporting end users
- Performed system testing for Genesys strategies and call flows
- Managed all IT activities for several Genesys application deployments
- Performed Moves, Adds, and Changes in Genesys Voice Portal, Genesys CME, Genesys IRD, Genesys CC Analyzer, and Siebel TeleSets
- Coordinated changes to Genesys GVP applications between Genesys Professional Services, Nuance Speech, and various IT departments
- Analyzed and Troubleshoot issues with Genesys voice routing, transfers, and IP telephony issues
- Integrated CRM solutions such as Siebel, Clarify, and SAP with Genesys Skills Based Routing
- Performed scheduled maintenance on all telephony equipment and applications
- Implemented and modified various configurations in Siemens PBX and NICE Business Analyzer and Reporting
- Led Team through the design, implementation, and successful migration from legacy Mercom Call Recording to NICE Perform Call Recording
- Led Team through the design and implementation and successful migration from v6.5 Genesys Framework to 7.x and Oracle 9i to 10G
- Led Team through the design and implementation and successful migration from v6.5 Genesys Voice Portal to 7.x
- Led Team through the design and implementation and successful migration from v6.5 Genesys Routing to 7.x
- Led Team through the design and implementation and successful migration from v6.5 Genesys Reporting to 7.x and Oracle 9i to 10G
- Led Team through the design and implementation and successful migration from v6.5 Genesys Siebel Gplus Adapter to v7.1
- Expertise in long distance, toll free, and call routing across carrier and internal based voice platforms
- Examined and reviewed call flows
- Designed, ordered, coordinated, and tested the installation of voice circuits
- Developed requests for proposals, evaluated existing equipment, and made recommendations for improvements.
LEAD SYSTEMS ENGINEER & CHANGE MANAGEMENT LEAD FOR CONTACT CENTERS
AT&T HICS ERSC
05.2013 - Current
- Provide support to Genesys Cloud CX, Genesys PureEngage Cloud, and Five9 Cloud Contact Centers clients
- Team Lead for the entire Contact Center’s Change Management
- Ensuring that the Team follows the Change Management Process
- Management and Tracking of all Contact Center Incidents, Changes, and Problem Management in ServiceNow
- Team Lead in a Change Management integration project between Genesys internal ServiceNow and customer’s ServiceNow instance
- Platform management, troubleshooting, and analysis
- Supervising Problem Management
- Facilitated customer technical issues resolutions
- Periodically provide technical leadership to a team of individuals
- Involved in Migrations from legacy premise Cisco UCCE and Avaya to Genesys Cloud CX (Purecloud)
- Support, Design, and Development of Call Flow scripting using IRD, Composer, and Designer applications
- Troubleshoot RESTful API integrations with various Customer Portals
- Create and Modify Pulse widgets
- Reviewing JSON data to troubleshoot issues
- Using Python to automate tasks
- Responsible for the systems availability, system performance, configuration, software and hardware for Genesys contact center based applications
- (Genesys Framework/Routing, Genesys Voice Portal, Genesys Intelligent Workload Distribution (iWD), Genesys InfoMart, Genesys WFM, Genesys eServices Suite, Genesys Outbound) Development and Enhancement of new and existing Call Center applications
- Analyze and translate business requirements, technology trends, and current system constraints into overall system and technology requirements
- Modify and support the Genesys Gplus Adapter for NICE/IEX WFM.
- Automated tasks to reduce labor costs and increase productivity.
- Performed root cause analysis to provide resolutions for production issues.
SENIOR ENGINEERING / CONTACT CENTER TECHNOLOGY CONSULTANT
TELEQUEST ADP Small Business Services
01.2010 - 01.2011
- Assisted in researching and developing business requirements and documentation pertaining to Genesys Intelligent Routing v7.6, Genesys InfoMart Reporting v8.x, Genesys Internet Suite (Voice, Email, Web Chat), Genesys GVP v7.x, Genesys SIP Server, Genesys GPlus adapter for IEX, Virtual Hold, and NICE Quality Monitoring
- Identified and analyzed differences between Avaya CMS and InfoMart Reporting metrics
- Reviewed Requests for Proposals
- Performed vendor evaluations
- Participated in Project Discovery and Design Sessions
- Developed Performance Testing and Performance Impact Assessments.
PRODUCTION SUPPORT TEAM LEAD
Automobile Club of Southern California
12.2008 - 01.2010
- Supervised up to 5 engineers and technicians
- Managed problem determination and resolution processes
- Tracked issues to closure for Genesys OBD, Genesys WFM, Genesys Framework, GVP, InfoMart reporting, VPI Quality Monitoring for ERS, and various telecom related issues
- Participated in the RFP process for the Nortel TDM PBX replacements
- Provided technical support to the major contact centers as well as other functional groups and regional offices.
TELECOMMUNICATIONS CUSTOMER ENGINEER
SIEMENS INFORMATION & COMMUNICATIONS NETWORKS
03.1999 - 05.2002
- Service and installation of voice \ data switching equipment, multimedia messaging, video, wireless, LAN, WAN, and computer-telephony integration systems
- Performed diagnostics on the hardware and software of complex telecommunications systems and applications such as T1, ISDN, Voicemail, and data communications
- Maintained a high level of customer satisfaction.
METERING ENGINEER
GPU ENERGY, INCORPORTED
05.1997 - 03.1999
- Coordinating the maintenance, upgrade, and repair of 250 laptops in the Pennsylvania and New Jersey service territories
- Testing and programming of watt-hour meters
- Developing and maintaining standards and procedures for revenue metering (kWh)
- Assisting all regions and other GPU locations on metering issues.
Education
M.B.A. in Management Information Systems -
SAINT JOSEPH UNIVERSITY
Philadelphia, PAB.S. Electrical Engineering - undefined
WILKES UNIVERSITY
Wilkes-Barre, PASkills
- Quality Control
- Project Planning
- Schematic reading
- System Troubleshooting
- Process Improvement
- Technical Leadership
- Corrective Action Plans
- Cybersecurity
- Diagnosis and Troubleshooting
- Project Management
- Cloud Services
Certification
- GENESYS CLOUD CERTIFIED PROFESSIONAL (GCP)
- GENESYS INBOUND VOICE CONSULTANT CERTIFICATION (v8)
- GENESYS SIP SERVER CONSULTANT CERTIFICATION (v8)
- GENESYS CUSTOMER INTERACTION MANAGEMENT PLATFORM 8.1 TROUBLESHOOTING (v8)
- GENESYS VOICE PLATFORM CERTIFICATION (v8.5)
- GENESYS eSERVICES CERTIFICATION (v8.5)
- CISCO CCNA COLLABORATION CERTIFICATION
- Five9 Inbound Contact Center Online Training (Version 9)
- Five9 Outbound Contact Center Online Training (Version 9)
- Five9 Blended Contact Center Online Training (Version 9)
- Microsoft Azure Fundamental Certified
- ITIL V3 Certified
Timeline
LEAD SYSTEMS ENGINEER & CHANGE MANAGEMENT LEAD FOR CONTACT CENTERS
AT&T HICS ERSC
05.2013 - Current
SENIOR ENGINEERING / CONTACT CENTER TECHNOLOGY CONSULTANT
TELEQUEST ADP Small Business Services
01.2010 - 01.2011
PRODUCTION SUPPORT TEAM LEAD
Automobile Club of Southern California
12.2008 - 01.2010
SENIOR VOICE TECHNOLOGY ENGINEER AND CONTACT CENTER CONSULTANT
MARCIN TELECOM
05.2002
TELECOMMUNICATIONS CUSTOMER ENGINEER
SIEMENS INFORMATION & COMMUNICATIONS NETWORKS
03.1999 - 05.2002
METERING ENGINEER
GPU ENERGY, INCORPORTED
05.1997 - 03.1999
M.B.A. in Management Information Systems -
SAINT JOSEPH UNIVERSITY
B.S. Electrical Engineering - undefined
WILKES UNIVERSITY
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