Experienced System Engineer with a demonstrated history of working in the information technology and services industry. Skilled in Voice Over IP Technologies and programming against Voice Over IP Endpoints.

Experience

FactSetVice President - Principal Software Engineer

2022 — Now

Norwalk, Connecticut, United States

Designed, Architected, Implemented Cloud Contact Center <-> AI Integrations (Agent Assist) to help agents answer client queries faster.

Architected and Redesigned Client Side UI workflows for chat support and support file sharing capabilities.

Built state of the art Contact Center reports for FactSet Employees leveraging NICE CX-One APIs.

Engineered and Built state of the art Contact Center workflows integrating chat/email/phone support <-> file sharing capabilities <-> reporting <-> AI based Agent Assist workflows

FactSetLead Software Engineer, Engineering Manager

2020 — 2022

Norwalk, Connecticut, United States

Transitioned FactSet's Workforce Management and Survey Solutions from In-House Contact Center Infrastructure to the Cloud .

Deployed Quality Management, Interaction Analytics Software for FactSet's Support Desk.

Built software and tools for NICE CX-One Self Administration.

Developed custom software and tools for client chat, file share, and screen-pops.

Created API and Integration touchpoints for Cognitive Computing and Machine Learning teams to automate the support desk workflows.

Revamped and Refreshed the UI/UX for our client side support workflows.

FactSetSenior Software Engineer, Manager

2019 — 2020

Norwalk, Connecticut

Migrated the Contact Center Infrastructure from In-House to the Cloud.

Single handedly took charge of the entire project from a planning, design, implementation standpoint.

Led a team of 5 engineers Overseas/US.

Technologies Used: C#, TypeScript, Javascript, MS SQL Database, NICE CXOne

FactSetSoftware Engineer III, Manager

2018 — 2019

Norwalk, Connecticut

We designed an in-house chat platform for the Contact Center. The application was responsible for routing clients to available agents for the chat channel. The application routed phone calls to agents by interacting with the Cisco platform through its Cisco Finesse API.

Led a team of 5 Software Engineers overseas.

Our team designed and built software to keep FactSet Support Alive || Running || 24/7 || Global.

We built features over our In-House Chat Platform for the Contact Center.

Our applications were highly real-time and all software were built by keeping stability/robustness in mind. •Our core services had an up-time of 99.999%.

We also created applications for management and deployment of Voice & Video Infrastructure.

Technologies Used: C#, TypeScript, Javascript, C++, MS SQL Database

FactSetSoftware Engineer III

2018 — 2018

Norwalk, Connecticut