Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Accomplishments
Timeline
Generic

SIMONTI SEN

Houston

Summary

Dynamic Telecom Engineer with extensive experience in the Contact Center and excelling in Genesys (on-premise, multicloud, and now Cloud CX). Proven track record in designing impactful reporting and routing solutions, and leading migrations, while fostering teamwork and enhancing operational efficiency. Adept at incident management, driving improvements that elevate contact center performance and client satisfaction.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Telcom Engineer

Guardian Life Insurance Of America
02.2020 - Current
  • Design and development of customized reports and dashboards using multiple databases across the enterprise in SQL, Oracle, and Databricks databases (Genesys on-prem, Multicloud (GCXI/In-House database via FTP-pushed files), Cloud CX (A3S) in Tableau, and Snowflake (Cloud CX). This included regular and customized contact center reports (agent, queue, callback, call detail, sentimental, quality management reports), providing codes to various BI teams enterprise-wide to develop their personal dashboards.
  • Design and development of call flows for multiple lines of business using different rules and designs based on lines of business requirements.
  • Analyzing, investigating, and reporting based on call recordings in both Verint and Genesys (on-prem and multicloud).
  • Experience with two major contact center migrations (Genesys on-prem to multicloud, and then to Cloud CX).
  • Investigating logs and call flows as issues arise.
  • Automation of data, setting up alerts, and applications for Cloud CX, on-prem, and multicloud Genesys applications/reports based on business needs.
  • Working on daily incidents and task tickets raised by the business.
  • Overall maintenance and support of Genesys and other contact center applications.

Lead Application Developer

Bank of Montreal
06.2014 - 05.2019
  • Leading a team of five or more people and providing 24/7 maintenance and support by focusing on daily incidents, and continuously improving and tuning the environment and applications to bring more stability.
  • Responsible for consulting, proposing design, delivering, and supporting Genesys and various contact center solutions.
  • Subject matter expert in upgrading, deploying, and customizing contact center applications and databases.
  • Work closely with business partners and vendors to ensure there is full transparency regarding the upcoming projects and defects.
  • Managing, coaching, coordinating, and executing quarterly.
  • Disaster recovery exercise across BMO Technology.
  • Manage changes and deployments across the BMO channels group to ensure there is clarity and full transparency regarding any cross-impacting changes affecting the contact center and BMO channels systems.
  • Recruiting and training new employees, and delegating tasks among team members.

Senior Application Developer

BMO Financial Group
05.2011 - 05.2014
  • Proactive 24/7 support and maintenance, and working on ongoing investigations for production, QA, and development environments.
  • Designing and deploying M&I and Harris integration at the US.
  • Responsible for the design, build, deployment, and maintenance of various Genesys solutions in the lab and QA environment.
  • Provide regular updates to business partners on the latest change records and production issues.
  • Upgraded all Genesys applications across the BMO environment and performed regular checks and verification on maintenance activities.
  • Successfully executed contact center disaster recovery and performance tests for over 25 applications.
  • Performance testing with Empirix (third party) for Diners and.

Genesys Technical Analyst

Genesys Telecommunications Ltd
12.2005 - 05.2011
  • Testing, replicating customers' issues, intense research; troubleshooting, tracking, testing, replicating complex issues, and resolving all Genesys applications while building and investigating strategies involved in telecommunications.
  • Industry
  • Maintain ownership of all issues assigned, and help drive resolution to the expressed satisfaction of the client.
  • Work closely with support engineers and Professional Services.
  • QA and other support groups.
  • Proactively identify areas for improvement in Genesys CTI solutions delivery and support.

Genesys
  • Certified Professional 7 (02/2011)

Education

Bachelor of Science - Computer Science /Minor in Software Engineering

University of New Brunswick
Canada
09.2005

Skills

  • Genesys Cloud CX, Multiloud, On-prem
  • Genesys A3S
  • Snowflake
  • Tableau
  • Genesys Framework, Routing, TServers with corresponding PBX Switches (Avaya, Nortel), Aspect, Symposium
  • Genesys Reporting On-Prem, MultiCloud, PureCloud
  • Cloud CX Architect, Agent, Queue Setup
  • CCPulse/Pulse/Elastic Index
  • Genesys Infomart/GI2
  • Genesys WFM
  • Genesys IEX Gplus
  • Genesys Agent Desktop
  • NICE WFM
  • Wallboard ( Display5, Centragistic)
  • CTI
  • Nuance Voice Biometrics
  • MSSQL
  • SQL
  • ORACLE
  • Genesys Outbound Contact Solutions
  • Genesys IVR
  • Verint
  • Aspect Dialer
  • Incident Management
  • Leadership and teamwork
  • Change Management
  • Project Management
  • Databricks

Additional Information

  • AWARDS , Annual BMO Best of the Best - BMO Financial Group 2012,2013,2015 Quarterly Spotlight Award- BMO Financial Group June 2012, March 2012, August 2013, June 2013, February 2013, 2015, 2016 Top Analyst - Genesys Telecom Ltd. 2007, 2008, 2009, Achievements/Tasks

Certification

AWS Certified Cloud Practitioner 2022

Accomplishments

  • Annual BMO Best of the Best - BMO Financial Group
    2012,2013,2015
  • Quarterly Spotlight Award- BMO Financial Group
    June 2012, March 2012, August 2013, June 2013, February 2013,
    2015, 2016
  • Top Analyst - Genesys Telecom Ltd. 2007, 2008, 2009,
    Achievements/Tasks

Timeline

Telcom Engineer

Guardian Life Insurance Of America
02.2020 - Current

Lead Application Developer

Bank of Montreal
06.2014 - 05.2019

Senior Application Developer

BMO Financial Group
05.2011 - 05.2014

Genesys Technical Analyst

Genesys Telecommunications Ltd
12.2005 - 05.2011

Genesys

Bachelor of Science - Computer Science /Minor in Software Engineering

University of New Brunswick

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