Robert has achieved technical certification for design, implementation, integration and application development for contact center technologies for Cisco, Avaya, Nuance and Genesys.
He is ATP level certified as a Cisco Systems Engineer (SE)
and Cisco Account Manager (AM) for the full suite of Cisco voice convergence
contact center products, including Unified Contact Center (UCC) (aka IPCC)
Enterprise (his experience dates back to 1998), Customer Voice Portal (CVP),
all UCC (aka IPCC) Express and IP-IVR platforms, Cisco Intelligent Call Manager
(ICM) and Cisco Contact Interaction Systems (CIS), E Mail Manager (CeM) and
Cisco Outbound Option (COO).
For Avaya products, Robert is Avaya ACA certified for implementing Avaya
Interaction Center / Operational Analyst contact center applications and is ACS
certified to design and implement Avaya TDM and IP voice transport and call
center products, including Communication Manager, Definity Call Management Systems
(CMS) and BCMS ACDs, Conversant IVR systems, CentreVu ACD and CTI products and
For Nortel products, he is also trained to design and manage products including Symposium Call Center Server and Express ACDs, Nortel Periphonics IVRs, Nortel CCT and TAPI Server CTI.
On other platforms, Robert is a Certified Engineer for Genesys Framework and T-Server call center applications. Robert is also certified as a Sales Design Engineer for Nuance Speech Recognition products. He also has past experience with Aspect/Concerto EnsemblePro dialer/ACD systems, Rockwell ACDs, Siemens PBX/ACDs, Toshiba PerceptionE PBXs and Intervoice Call Director IVRs.
His contact center designs have been implemented for +150 clients around the globe.