Bryan de Cruz

Genesys, Pureconnect and Purecloud @Developer

Dallas-Fort Worth, TX, US

Available for consulting. I specialize in Genesys formerly Interactive Intelligence with an extensive break/fix and call center background. I am qualified to install, design, and manage the day to day on most telephony platforms. I can provide references if needed.Highlights:• Designed, upgraded and installed multiple digital PBX telecommunication systems providing a seamless integration of multiple voice networks.• Upgraded the infrastructure by adding domain controllers allowing us to network our 182 users, set up active directory, group policy, while saving us a ton of money by virtualizing our older hardware.• Automated the way applications were received which cut our response time in half boosting our conversion rate by 24%. • SSO rollout for Genesys, PuresCloud, and PureConnect• Lead Engineer for the design and buildout of our new 200 seat call center.• Support day to day on applications ranging from Pandora, Looker, One Login, Five9, Genesys, PureCloud, Fonality, Interactive Intelligence pure connect version 2017R3, Nortridge, Epic, and remedy. • Designed self-service IVR features like pay by phone which must be PCI complaint.• Implemented effective dialing strategies for our collections department without. We’ve seen a 12% increase in collections this quarter.(Knowledge of CFPB laws)

Colorado Technical University

Bachelor of Business Administration - concentration on Information Technology, Information Technology