Hey, I'm

DAVID MONAST

Senior Contact Center Platform Engineer

Professional Chat, Call and Email routing designer plus code developer.

SKILLS

Call Center Routing
  • Expertise in designing and implementing effective call routing solutions.

    • IVR Development
  • Proficient in developing IVR systems with complete dynamic flow capabilities.

    • API Development
  • Skilled in creating and integrating APIs for seamless system communication.

    • Programming Languages
  • Proficient in Node.js, JavaScript, and C#.

    • .NET Framework
  • Experienced in utilizing the .NET framework for application development.

    • Database Management
  • Strong knowledge of SQL, with a focus on star schema design principles.

    • Quality Assurance
  • Experienced in quality assurance processes to ensure software reliability.

    • Self Reliant
  • Demonstrated ability to take initiative and work independently in dynamic environments.

    • PLATFORMS

    Genesys Cloud
  • Proficient in API integration, architectural design, data table management, and data actions.
  • Experienced in managing integrations, queues, and ACD skills, covering all aspects of routing interactions for emails, messages, and calls.

    • Twilio Cloud
  • Skilled in API utilization, Studio, Conversations, Voice, TaskRouter, queues, workflows, and serverless functions and assets.
  • Comprehensive understanding of routing interactions for chats and calls.

    • PinDrop
  • Expertise in API development for authentication and setup tasks.

    • Calabrio AQM & WFM
  • Proficient in API integration for syncing agents, roles, and teams, as well as setup tasks.