darrel spain

Designs, implements, and supports multi-site CTI data transfer (screen-pop) and routing applications. Manages complex large-scale implementations of Cisco ICM and Avaya solutions, which integrate with third party applications and solutions. Works as consultant to internal and external clients to investigate, analyze, and implement CTI solutions that improve the customer experience and increase agent productivity. Designs, configures, and tests CTI software components and configuration databases. Designs, develops, and test CTI routing strategies and business rules. Develops, maintains, and manages project plans and project budgets with a variety of tools including MS Project. Maintains solid understanding of current technologies, including voice telecom and client/server application implementation. Responsible for hiring, supervising, and training application support personnel and creating production support process.

Supports the design, configuration, and development of the Siebel CTI software application full life cycle. Configuration responsibilities includes design, coding, and testing of Siebel CTI applets, screens, views and controls. Responsible for switch and middleware installation, configuration, and management Responsible for project management and vendor management.