Katherine Diewald

Senior Telecommunications Engineer - Nice Incontact & Avaya @Gap

Columbus, OH, US

Spearheaded implementation of Nice InContact across Ecommerce and internal Gap contact centers. Oversaw extensive evaluation and ranking of voice cloud solutions, including Nice InContact, Five9, Talkdesk, Genesys, and Avaya. Planned contact center criteria for success and implemented trial solutions with Nice InContact and Five9.• Completed programming and documentation of call flows using Nice InContact Scripting.• Finalized migration from Avaya on prem systems to Nice InContact cloud solution, including call flows, IVR, workforce management, call recording, Surveys, Interaction Analytics, and systems integration, resulting in thousands of dollars in cost savings and enabled business to decommission all equipment and move out of data center completely.• Saved company over $150K by completing Studio Scripting for new call flows for Nice InContact in house.• Oversaw 3rd-level support for call center and corporate break / fix issues, as well as training and coaching of engineers for more efficient quicker problem resolution.• Implemented, upgraded, and integrated to Avaya of Nice Call Recording Systems NIM 4.1 and Engage as well as Nice InContact Interactions, resulting in quality and regulatory compliance for coaching of superior contact center agents.• Spearheaded and completed SIP migration of Gap Call center DID and Tollfree services with modification in Voice Portal IVR and SBC / System / Session Manager for call center routing.• Installed and upgraded Avaya Experience Portal IVR for self-service of order status and gift card balances, resulting in a 26% reduction of calls handled by contact center agents.