NICE Systems

• * DEVELOPED ENTERPRISE SOFTWARE used by many of Forbes 100 companies and tracked changes over multiple distributed versions.
• * REDUCED ESCALATIONS by introducing cache-busting techniques.
• * ENABLED EXPEDIENT AND EFFECTIVE DEVELOPMENT by consolidating separate products (NIA and QC) using shared libraries.
• * BETTER REPORTING CAPABILITIES by integrating an updated version of reporting software on the same domain via a Reverse Proxy.
• * LOCALIZED HELP DOCUMENTATION by planning and implementing a new WebHelp solution.
• * SEAMLESS DEVELOPMENT INTEGRATION with InterACT mock tool, for easier product integration with AI-powered Recording and QM platform.
• * REDUCED ESCALATIONS DURING DEPLOYMENT ROLL-OUTS by improving the accuracy and clarity of PoC data.
• * COMPLETED MULTIPLE PLANNED FEATURES INITIATIVES while acting as interim Team Lead.
• * STRONGER TEST COVERAGE by introducing QA Automation Test Review meetings like code reviews, for collaborating with QA resources.
• * INTEGRATED REAL-TIME ENLIGHTEN METRIC VISIBILITY through means of the Agent Observer Product.
• * INCREASED RESILIENCE OF PRODUCT by demonstrating how we could stop using a linked server and instead use a MessageBus implementation.
• * ENHANCED LISTENING EXPERIENCE by using client-side Audio Waveform Generator to show peaks and valleys in a remote-system audio file.
• * INCREASED VISIBILITY OF KEY METRICS by integrating the Enlighten Application into the Quality Central (QC) Dashboards.
• * SCALED OUT ENLIGHTEN OFFERINGS to present our users up to 10x the current offering of metrics by comprehensively re-architecting the product UI, API and Data retrieval.
• * EXPANDED API OFFERINGS with multiple secure forms of authentication.
• * AGGRESSIVELY SCALED AI QUERY COVERAGE by enhancing maximum potential from N (configured per customer) total queries to N per session.
• * ACHIEVED INSTANTANEOUS FEEDBACK FOR PRODUCT IDEAS AND SUPPORT by building an automated CI Pipeline for new EnlightenXO Prototype.
• * CONSOLIDATED TWO NEW MAJOR OFFERINGS: EnlightenXO and AutoFlow, for a seamless experience turning an interaction into an intelligent AI bot.
• * ENSURED SUCCESS OF LARGE CLIENT MERGER by optimizing legacy applications to ensure the software efficiently operates with 35,000 users.
• * INCREASED SECURITY FOR SHARED WORKSPACES by implementing SSO logout mechanism.
• * AUTOMATED INTEGRATION ACROSS ALL VERSIONS of product for effortless localization improvements.
• * SIMPLIFIED AND ENHANCED THE USER EXPERIENCE and greatly reduced code debt by consolidating navigation across multiple product offerings.
• * IMPROVED VISIBILITY OF UPGRADE WINDOW to prevent escalations due to misconfiguration, by incorporating a sitewide 'Maintenance Mode' banner.
• * DROVE MODERNIZATION AND INNOVATION to our legacy applications by incorporating Angular Elements into our Webforms Pages.
• * REDUCED SPRINT CYCLE TIME DUE TO BUILD from 12 hours to minutes, by introducing new ways of thinking and breaking up our legacy monolithic build into Microservices.
• * REDUCED COSTS OF HIGH-MEMORY ETL by developing a Task-Scheduling SDK to interact with our Background Job Coordination Service.
• * IMPROVED DISTRIBUTION OF RESPONSIBILITIES by creating a well-tested comprehensive distributed model of dotnet tools, templates and package libraries.
• * PIONEERED MODERNIZATION EFFORTS BY SERVING as the flagship developer to introduce and integrate GitHub Copilot, enhancing development efficiency and collaboration.
• * TRAINED DEVELOPERS THROUGH COMPREHENSIVE DOCUMENTATION created by summarizing and adapting the architect's directives into clear, and actionable guidelines