Shane Vanderburg
Conroe,TX
Summary
Senior technology leader with 25+ years of experience designing, building, and managing enterprise-class contact center solutions. Proven ability to align platform architecture with business goals, lead cross-functional teams, and deliver innovative customer and agent experiences. Expert in Genesys Cloud, PureConnect, IVR development, and Agile leadership. Trusted advisor to executive stakeholders with a record of delivering scalable, secure, and compliant contact center environments across regulated industries.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Lead - Contact Center Software Engineer
Consolidated Communications
01.2008 - Current
- Serve as lead architect and platform owner of a 1,200+ agent contact center spanning 16 states, supporting voice, chat, email, and callback channels
- Led enterprise-wide migration from Genesys PureConnect to Genesys Cloud, including system design, cutover planning, and LOB alignment
- Partner with executive leadership and line-of-business owners to define contact center KPIs, customer experience goals, and platform roadmap
- Integrated Genesys Cloud Embedded Framework into Pega CRM desktops, enhancing agent experience and streamlining workflows
- Created IVR-driven payment platform processing $55M+ annually; led project through full PCI compliance and audit cycles
- Developed RESTful web services and custom APIs for backend system integrations and external customer portals
- Oversaw conversion and platform integration of newly acquired companies' ACD environments onto Genesys ININ platform
- Designed and maintained 28 application servers, ensuring 24/7 system uptime, security, and compliance
- Acted as liaison with networking, InfoSec, and engineering teams for troubleshooting VOIP/SIP, performance tuning, and issue triage
- Led Agile development teams for feature delivery and platform enhancements; managed sprint planning and velocity tracking
- Built and maintained reporting infrastructure for performance metrics using Genesys ICBM and custom dashboards
- Provided ongoing user provisioning, access audits, and support workflows via ServiceNow
Internet Applications Architect
TXU Communications
02.2000 - 01.2008
- Defined and implemented enterprise web strategies in collaboration with Chief Architect and executive leadership
- Evaluated and integrated web technologies for CRM, EBPP, CMS, and KM solutions
- Supported internal development teams with system integrations and implementation strategies
Internet Applications Programmer
LCC Communications
01.1999 - 02.2000
- Partnered with business leadership to define technical roadmap for web infrastructure and e-commerce offerings
- Led web development and supported implementation for internal and external client projects
Lead Computer Support Manager
EduTek
12.1997 - 12.1998
- Managed 6-person technical support team, increased efficiency by 30%
- Administered company network, support operations, and billing systems
Co-Owner
Ace Computers
01.1995 - 11.1997
- Ran daily operations of retail PC business and managed customer support
Education
B.S. - Computing Science
Sam Houston State University
Huntsville, TXSkills
- Genesys Cloud CX
- Genesys PureConnect
- IVR
- Agile
- Jira
- Contact center technology
- Experience with PCI compliance standards
- CTI system integration
- ICBM
- Comprehensive lifecycle coordination
- ServiceNow
- Speech Recognition
- Genesys Architect
- Pega
- ICWS
- Interaction Designer
- Interaction Attendant
- PHP
- JavaScript
- HTML
- CSS
- SOAP
- SQL
- REST
- JSON
- XML
- Windows
- Linux
- Solaris
- Apache
- Tomcat
- SIP
- VOIP
- QOS
- SQL Server
- MySQL
- Oracle
Certification
- ICCE (3.0/4.0)
- Genesys Handler Developer
- A+
- Cisco CCNA (training)
Timeline
Lead - Contact Center Software Engineer
Consolidated Communications
01.2008 - Current
Internet Applications Architect
TXU Communications
02.2000 - 01.2008
Internet Applications Programmer
LCC Communications
01.1999 - 02.2000
Lead Computer Support Manager
EduTek
12.1997 - 12.1998
Co-Owner
Ace Computers
01.1995 - 11.1997
B.S. - Computing Science
Sam Houston State University
Similar Profiles
Laura WilsonLaura Wilson
Sr. Director, Compensation at Consolidated CommunicationsSr. Director, Compensation at Consolidated Communications
Paula ReedPaula Reed
Director of Payroll at Consolidated CommunicationsDirector of Payroll at Consolidated Communications
Ryan BarnettRyan Barnett
Answering Service Representative at Consolidated CommunicationsAnswering Service Representative at Consolidated Communications
Shenika BurnsShenika Burns
Customer Service Representative at Consolidated CommunicationsCustomer Service Representative at Consolidated Communications
Jaclyn BoyceJaclyn Boyce
TurboTax Expert at IntuitTurboTax Expert at Intuit