Nicholas Pisciottano Alves

Sr Principal Ps Consultant @Genesys

Sao Paulo, BR

Working as Sr. Principal PS Consultant I have implemented Genesys projects in:• Argentina bank: This project was in one of the biggest banks of Latin America. My role in this project was to develop all Architect IVR Flows with Data Actions. I talked to the customer to understand the flows, understand any change in the call process and configure all Data Actions (web services) to use in IVR flow.• Global Genesys Cloud Project: Working as a tech lead in a migration to Genesys Cloud in 4 different LATAM countries. For this project, it is required to speak Spanish, English and Portuguese.My role in this project is to lead the discovery sessions, gather the business and technical requirements and implement the Genesys Cloud Platform with BYOC Cloud architecture. I am the responsible of:• Configure all Genesys Cloud Platform (Admin, Groups, Roles and Permissions, Telephony objects, Recording policies, Reports and Dashboards, Routing Components, Integrations, Scripts)• Develop an IVR (Architect)• Develop simple Scripts using the templates available• Configure and integrate all telephony objects such as inbound/outbound trunks, dial plans, DIDs and so on• Training apply for the agents, supervisors and platform administrators• Configure SSO integration

FIAP

Master of Business Administration (MBA), Arquitetura de Soluções

FATEC SP

Tecnólogo, Análise e Desenvolvimento de Sistemas