Shane Ward
Infrastructure Support, Expert in Dialer Systems, Genesys Pure Cloud, CCaaS, Telecom Infrastructure and Work force Management Subject Matter Expert
- Role
- Customer Communications Specialist at Carter Machinery
- Location
- Roanoke, VA, US
- LinkedIn followers
- 500 followers
About Shane Ward
As a Senior Telecom Engineer with over a decade of experience, I specialize in designing, deploying, and managing advanced telecom infrastructure, dialer systems, and cloud solutions. I have extensive expertise in full-stack administration for telecom environments, ranging from on-premise systems to cloud migrations like Genesys PureCloud.Genesys Pure Cloud Hands on Experience:• Created, modified, and managed third-party integrations with Genesys PureCloud, implementing OAuth for secure data integration and seamless connectivity.• Installed and administered Genesys Event Bridge integrations, ensuring reliable event-driven architecture for real-time data processing.• Configured Genesys Event Bridge settings and utilized v2.detail.events APIs to capture and manage critical system events effectively• Utilized Genesys Architect to design and manage inbound call flows, optimizing routing strategies and enhancing customer experience• Developed and maintained D2Q (Direct to Queue) data tables to streamline call handling processes and improve operational efficiencyMy work revolves around optimizing telecom operations to ensure efficient, compliant, and scalable communication systems. I have led large-scale projects such as migrating on-premise dialer stacks to cloud-based platforms and managing complex call center environments with agents. With certifications in Noble Systems, Avaya, and Genesys, I am proficient in predictive dialing, IVR development, and Linux/Windows server administration.Whether it\'s automating call center operations, managing server infrastructure, or implementing new technologies, I am passionate about delivering results that enhance business performance. My hands-on experience with VMware, PowerShell scripting, and CTI server management allows me to provide end-to-end support while ensuring compliance with TCPA and other telecom regulations.Feel free to connect with me to discuss how I can help streamline your telecom infrastructure and improve operational efficiency.
Experience
Customer Communications Specialist
May 2025 — Present
Avaya Cloud Contact Center, IVR, inbound calling
Education
Virginia Western Community College
Associate of Applied Science (AS), IT Software and Database developement
2008 — 2012
Virginia Western Community College
Associate of Science (AS), Information Technology:Software and Database developement
1997 — 1999
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