David Monast | Senior Contact Center Platform Engineer

About Me

I'm a Senior Contact Center Platform Engineer based in San Antonio, Texas, with over two decades of experience designing and implementing enterprise-grade communication systems.

Currently at Navan, I architect and manage sophisticated routing systems that handle millions of customer interactions across voice, chat, and email channels. My expertise spans the full stack of contact center technology, from IVR development to API integration and real-time analytics dashboards.

Prior to Navan, I spent nearly 19 years at Wells Fargo, where I served as the sole developer for their Genesys Engage platform and created innovative solutions including a custom programming language and enterprise-wide codebase consolidation deployed with zero defects.

I'm passionate about building systems that just work—reliable, scalable, and elegant solutions that make complex routing logic feel effortless.

                        25+
                        Years Experience
                    

                        18
                        Tenants Consolidated
                    

                        0
                        Deployment Defects
                    

                        Top 1%
                        IT Performer 2012
                    

Skills & Expertise

Platforms

Genesys Cloud

API integration, architectural design, data actions, routing management

Twilio

Studio, Conversations, Voice, TaskRouter, serverless functions

PinDrop

API development for authentication and security setup

Calabrio AQM & WFM

API integration for agent, role, and team synchronization

Development

Languages

Node.js, JavaScript, C#, SQL

.NET Framework

Application, web, and middle-tier development

Database Design

SQL, MSSQL, star schema design principles

API Development

RESTful APIs, system integration, webhooks

Expertise

Call Center Routing

Complex routing logic, skill-based distribution

IVR Development

Interactive voice response systems, call flows

Quality Assurance

Testing, deployment pipelines, zero-defect delivery

Dashboard Development

Real-time metrics, analytics visualization

Experience

Senior Contact Center Platform Engineer

Navan January 2020 - Present

Leading the architecture and development of enterprise communication systems across multiple platforms.

Architected communication routing systems for email, message, and call channels using Genesys Cloud
Developed custom web interfaces hosted on AWS Lambda for rule assignment and routing configuration
Built comprehensive Twilio dashboards displaying real-time queue metrics and agent status
Created and maintained deployment scripts for multi-environment Twilio infrastructure
Designed MSSQL stored procedures for aggregating and analyzing Twilio data

Genesys Cloud Twilio AWS Lambda Node.js MSSQL

Application Systems Engineer 6

Wells Fargo May 2001 - December 2019

Served as sole developer and subject matter expert for Genesys Engage platform, driving innovation and enterprise-wide solutions.

Consolidated 18 individual tenant codebases into a unified Enterprise Codebase, deployed with zero defects
Created "Scripting Logic" - a custom programming language for real-time call flow development
Developed custom softphone using Genesys Workspace Desktop Edition with TCP socket and HTTP integration
Built web application for managing Genesys objects with role-based access control
Engineered Genesys/Cisco softphone integration for dual-system operation
Provided expert support to Tier 1-3 teams for production issue resolution

Genesys Engage C# .NET Platform SDK SQL

Programmer Analyst

Professional Data Solutions February 2000 - February 2001

Software developer creating accounting PC software for the Petroleum Distribution Market.

Featured Projects

Custom Genesys Cloud Dashboards

A suite of custom HTML dashboards extending Genesys Cloud's capabilities, providing operational views and insights that aren't available in the native Genesys UI.

Interactions Dashboard

Real-time monitoring of all active and queuing conversations across calls, chats, and emails.

Unified Active View - Combines calls, chats, and emails into a single column, grouped by agent
Theme-based Sorting - Sorted by service tier (Dedicated → Designated → Core → Ghosted)
Visual Duration Alerts - Color-coded indicators with customizable thresholds
Custom Attributes - Shows traveler name, company, priority badges from conversation data

Agents Dashboard

Comprehensive view of agent status, skills, and current activity.

Multi-filter Search - Filter by manager, team, skills, groups, status simultaneously
Skill Visibility - See all assigned skills for each agent in one view
Group Membership - Display which Genesys groups each agent belongs to
Bulk Operations - Designed for supervisors managing large teams

Email Dashboard

Focused view of email queue management with SLA tracking.

SLA Violation Highlighting - Emails exceeding 2-hour SLA visually flagged
Queue Grouping - Expandable/collapsible sections by queue
Status Filters - Quick filters for Active, Parked, Queued, Missed SLA
Pagination - Handle large volumes with total counts

Workitems Dashboard

Task/workitem management view with filtering and grouping.

Worktype & Queue Grouping - Toggle between grouping modes
Advanced Filtering - Filter by status, queue, worktype, assignee, age
Age-based Analysis - Visual indicators for task aging
Expandable Groups - Focus on specific work categories

Routing Instructions

Visual representation of routing logic from Genesys DataTables.

Step-by-Step Visualization - Routing rules displayed as connected cards
Searchable Rules - Find specific routing configurations quickly
Human-Readable Format - Complex DataTable data presented clearly

Queue Viewer & Pool Assignments

Detailed queue configuration and company-to-pool routing views.

Deep Queue Inspection - View settings, skill groups, routing configs
Shareable Links - Generate direct links to specific queues
Consolidated View - Company routing assignments in one place

Technical Advantages

Paginated API Fetching Data Caching Delta Updates Custom Attribute Integration Multi-API Aggregation Progressive Loading

Additional Projects

Scripting Logic Language

Designed and implemented a custom programming language using IRD strategies and subroutines as the interpreter. This real-time parsed language eliminated compilation requirements, enabling developers to write call flow logic efficiently.

Language Design Genesys Real-time Parsing

Enterprise Codebase Consolidation

Unified 18 individual tenant IRD codes into a single Enterprise Codebase at Wells Fargo. Successfully deployed across all tenants over six months with zero defects during upgrades.

Enterprise Architecture Migration Zero Defects

Twilio Operations Dashboard

Built a comprehensive Twilio dashboard within the serverless environment displaying real-time metrics including calls and chats in queue, agent assignments, skill groups, and team status views.

Twilio Serverless Real-time Analytics

Custom Softphone Application

Developed a custom softphone using Genesys Workspace Desktop Edition with TCP socket communication for third-party integration, HTTP listeners, banker alerts, and streamlined agent operations.

C# Genesys SDK TCP/HTTP

Genesys Management Portal

Created a web application using Genesys Platform SDK for managing transaction lists, personnel, agent groups, routing points, and virtual queues with role-based access control and comprehensive audit trails.

Web Application RBAC Platform SDK

Workload Management Interface

Integrated four distinct systems of record into a single unified interface, enabling users to manage records efficiently from one platform and streamlining operations across the organization.

Integration UI/UX Workflow