Genesys sells customer experience and call center technology to mid-sized and large businesses. It sells both cloud-based and on-premises software. Genesys has headquarters worldwide.

➢ Refactored Java server on short notice following modifications of Facebook’s public API in order to maintain functionality; participated in functional, and performance testing of the new version with the QA team.

➢ Dramatically simplified work for other Genesys eServices solution components, by architecting, and implementing dedicated Java drivers for social media services (Facebook, WhatsApp, Apple Business Chat, Twitter, etc.)

➢ Engineered functionality for drivers to fetch interactions via public APIs and convert it into a unified format then submitted to internal framework for further processing utilizing Java.

➢ Researched performance issues in Genesys dedicated drivers and eService’s solution to ensure interaction times remained below threshold by designing, implementing and utilizing media provider simulators using Java.

➢ Integrated centralized monitoring tool, introducing API calls across multiple servers to gather health information and provide it to Zabbix software, displayed cleanly in centralized dashboard.

The company focused on fixed, mobile and converged networking hardware, IP technologies, software and services.

➢ Contributed to the integration of an acquired company into Alcatel solution, ‘Intelligent Workload Distribution Solution’ by producing high-level documentation for the design specification, events flow, data format, and components communication diagram, etc.

➢ Improved account service with unsatisfied customers, maintained the revenue flow, and received recognition and a bonus award by refactoring the old C++ server to resolve critical call center server issues.

➢ Decreased agent's idling time significantly through designing, implementing, and maintaining ‘Smart Dialer’ in C++, which placed phone calls via special telephone hardware, detected answer (live human, voice machine, fax, busy, etc.) and transferred the call to agent's queue if the call was answered by a human.

➢ Engineered Java extension for Outbound Campaign server to provide outbound campaign specific statistical data to centralized Statistical Server.

➢ Designed and implemented various projects for Genesys Call Center solutions.