Vanessa Hannaford
Biloxi,MS
Summary
Accomplished Support SME in Genesys Contact Centers, leveraging deep expertise in Genesys troubleshooting and call flow design to enhance customer experiences. Proven track record in stakeholder management and innovative problem-solving, driving successful project outcomes and optimizing workflows. Adept at integrating advanced technologies to elevate service delivery and operational efficiency.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Support SME
United States Government
01.2017 - Current
- Lead as a Support SME for Softphone application integrated with Salesforce and Genesys
- Mediating Customer design plans with different vendors to support best practices and project planning
- Aid with Genesys troubleshooting for Voice and Chat integration
- Log analysis/working with end user to solve issues
- Configuring user accounts in GAX
- Ongoing support
Project Lead
Energy Company
01.2024 - 04.2024
- Gather requirements from customer for changes to GIA (Genesys Intelligent automation flows)
- Document design, obtain design sign-off
- Complete all build changes to GIA flows
- Testing Call flows
- Deployment of new GIA Call flows
Project Lead
Health Services
01.2021 - 08.2021
- Designing/Building Inbound Architect flows based on customer Use Cases in Genesys Cloud Architect
- Testing Call flows
- Creating/Maintaining Data Tables
Project Lead
Health Services
01.2021 - 04.2021
- Designing/Building Inbound Genesys Cloud Architect flows based on customer Use Cases
- Testing Call flows
- Creating/Maintaining Data Tables
Technical Lead
Transport Services
01.2019 - 01.2020
- Technical Lead for SMS implementation for a transportation provider in the US
- SMS solution design, installation and configuration
- Routing development to support SMS routing to blend with voice and chat
- Genesys Outbound configuration to support SMS initiation
- Configuration of CIMPlicity desktop to handle SMS along with Chat and Voice
- Genesys SMS, Outbound SMS, SMS handling with CIMPlicity desktop
Technical Lead
Payment Bot
01.2019 - 07.2019
- Technical Lead for GIA implementation for a financial service provider in the US
- GIA solution design, installation and configuration on linux
- Flow development to support GIA bot flow web chat
- API Development to integrate web bot to backend payment system
Voice Platform Solution Integrator
Customer Lifecycle Outsourcing
01.2015 - 01.2016
- Geneys Voice Platform solution integrator: installation, configuration, testing support deployment
- Nuance solution integrator: installation, configuration, testing support, deployment
- Orchestration Server and Cassandra integrator: installation, configuration, defect resolution
- Genesys Mobile Services integrator: installation, configuration, testing support
- SSL configuration for GMS to support callback and chat
- Genesys SIP, Genesys GVP, Genesys GMS for Callback, Nuance
Callback Solution Integrator
Stericycle
01.2014 - 09.2014
- Requirements Gathering
- Design and Architect GMS For Callback Solution
- Integration into existing Genesys Environment
- GMS for Callback and Chat Solution Integrator: installation, configuration, testing support
Callback and Chat Solution Integrator
Gannett
02.2014 - 08.2014
- GMS for Callback and Chat Solution Integrator: installation, configuration, testing support
- Linux based callback solution
- SSL Configuration
IVR Development Trainer
Quicken Loans
01.2012 - 03.2012
- Development training and best practice guidance for IVR development
- Mentoring/Leading team of over 20 developers
- Support developers and assist in writing code and provide proof of concept solution for IVR applications
- Supported customer to go live by targeted date
GVP Architect
United States Air Force
01.2011 - 08.2011
- Full design requirements gathering, architecting Genesys GVP, Routing and Composer IVR
- Full development and testing of all routing strategies and IVR application
- Installation of all GVP components to support new infrastructure
- Documentation Technical Design Specification, Operations manual and AS built document
- Full Knowledge Transfer and training provided to client
IVR Enhancements Developer
Interval International
01.2011 - 06.2011
- IVR enhancements
- Requirements Gathering and Design
- Full development using composer, spring tool suite and eclipse for web services integration
GVP IVR Solution Developer
Veteran's Affairs
01.2009 - 01.2011
- For a Military division of the US Government, deployed a GVP based IVR solution
- GVP Platform Design, installation and Configuration
- Designed and Developed a DTMF based IVR application with Composer
- Enhanced Genesys Routing to integration with the GVP solution
- Configured new Genesys Survey flow
- System tested the overall voice solution
- Customer support throughout UAT, operational manual development and knowledge Transfer
GVP IVR Solution Developer
ICBC Insurance
01.2009 - 01.2011
- For a large auto insurance service provider in Canada, deployed a GVP based IVR solution
- GVP Platform Design, installation and Configuration with integration to Nuance
- Nuance ASR installation and Configuration
- Designed and developed DTMF and Speech based voice application
- Created custom code to integrate with the customer's proprietary CRM system
- Nuance Grammar development
- GVP platform, DTFM and Speech IVR Application development, Screen-pop to CIMPlicity desktop
Composer IVR Application Developer
Interval International
01.2010 - 08.2010
- Developed Composer IVR application integrated with the WFM API to allow customer service representatives to schedule time off and automatically update the WFM schedule
- Architecture and full design including documentation and requirements gathering
- Full testing and deployment
- Operations manual and AS Built document
- Post deployment support and knowledge transfer
GVP Installer
Western Financial
01.2009 - 01.2010
- Install and configure GVP for Inbound and Outbound voice
- Integrate GVP with Genesys Routing
- Install and Configure Virtual hold
- Integration test GVP and VHT
- Document all technical specifications for VHT and GVP
- Configure CTI For Legacy Inbound IVR Application
- Configure Supplementary Services Gateway (SSG) for Outbound Next Generation VXML application
GVP and SIP Configuration Specialist
Telus
01.2008 - 03.2008
- Configure GVP and SIP environment to High Availability
- Roll out live HA Genesys 8 Environment
- Train client to support Genesys 8 Environment
IVR Developer
Ontario Lottery Corporation
01.2007 - 01.2008
- Analyze existing IVR Code from Opus, document and redesign IVR
- Build IVR in Composer 8.0 including custom code
- Support successful cutover from opus IVR to Genesys Composer IVR running on the Genesys 8.0 platform
- Create all supporting documentation
Education
Computer Science Associate's degree -
Skills
- Genesys Composer & IRD Routing
- Genesys Voice Portal (GVP)
- Genesys PureEngage
- Genesys Framework
- Genesys Omni-Channel eServices (email, Chat and SMS)
- Genesys SIP Configuration/Integration/dial plans
- Genesys Mobile Services (GMS) Callback
- Genesys Survey
- Genesys Intelligent Automation
- Genesys Cloud CX
- Genesys Cloud Architect
- Genesys Communicate
- Genesys Cloud CX Routing
- Genesys Cloud Collaborate
- Genesys Outbound
- Genesys Cloud CX AI/Bots
- Rest APIs
- API integration
- Postman
- JavaScript
- Voice XML (VXML)
- SQL
- Oracle/Linux/Windows
- ASPNET
- GRXML
- Linux
- Softphone application support
- Genesys troubleshooting
- Call flow design
- GIA documentation
- Data table maintenance
- Customer relationship management
- Requirements gathering
- Testing and deployment
- Technical training
- Team leadership
- Effective communication
- Problem solving
- Customer focus
- Expertise in subject matter
- Stakeholder management
- Innovative thinking
- Strong analytical skills
- Research and development
- Training and mentoring
- Creative solutions
- Strategic thinking
- Deep expertise
- Innovative mindset
- Performance metrics
- Change management
- Professionalism
- Workflow optimization
Personal Information
Title: Senior Systems Integrator
Education And Certifications
- Genesys Cloud CX Professional
- Genesys Cloud CX Developer
- Genesys Cloud CX Scripting
- Genesys Certified System Consultant - Voice Platform Consultant (GCP8-GVP)
- Genesys Certified System Consultant - Voice Applications with Composer Developer (GCP8-DCV)
- Genesys Certified Associate - PureCloud (GCA)
- AWS Certified Cloud Practitioner
- Google AI Essentials
- Computer Science Associate's degree
Affiliations
- Beyond my professional role, I am proud to serve as a Volunteer Police Officer, exemplifying my passion for community service and contributing to public safety. This unique combination of technical expertise and civic engagement reflects my unwavering dedication to making a meaningful impact both professionally and personally
Certification
- Genesys Cloud CX Professional
- Genesys Cloud Architect
- Genesys Cloud CX Developer
- Genesys Cloud CX Scripting
- Genesys Certified System Consultant – Voice Platform Consultant (GCP8-GVP)
- Genesys Certified System Consultant – Voice Applications with Composer Developer (GCP8-DCV)
- Genesys Certified Associate – PureCloud (GCA) AWS Certified Cloud Practitioner Google AI Essentials
Languages
English
Full Professional
References
References available upon request.
Timeline
Project Lead
Energy Company
01.2024 - 04.2024
Project Lead
Health Services
01.2021 - 08.2021
Project Lead
Health Services
01.2021 - 04.2021
Technical Lead
Transport Services
01.2019 - 01.2020
Technical Lead
Payment Bot
01.2019 - 07.2019
Support SME
United States Government
01.2017 - Current
Voice Platform Solution Integrator
Customer Lifecycle Outsourcing
01.2015 - 01.2016
Callback and Chat Solution Integrator
Gannett
02.2014 - 08.2014
Callback Solution Integrator
Stericycle
01.2014 - 09.2014
IVR Development Trainer
Quicken Loans
01.2012 - 03.2012
GVP Architect
United States Air Force
01.2011 - 08.2011
IVR Enhancements Developer
Interval International
01.2011 - 06.2011
Composer IVR Application Developer
Interval International
01.2010 - 08.2010
GVP IVR Solution Developer
Veteran's Affairs
01.2009 - 01.2011
GVP IVR Solution Developer
ICBC Insurance
01.2009 - 01.2011
GVP Installer
Western Financial
01.2009 - 01.2010
GVP and SIP Configuration Specialist
Telus
01.2008 - 03.2008
IVR Developer
Ontario Lottery Corporation
01.2007 - 01.2008
Computer Science Associate's degree -
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