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Eric Phetteplace

Full Stack Contact Center Programmer

Education

B.S. in Management of Information Systems

Babson College
1993

Languages

  • English (Native)
  • Spanish (Casual)

Interests

  • Running
  • Music

Career Profile

I am a full-stack IVR developer working with IVR platform partners and resellers. I specialize in platform replacements and greenfield implementations.

Experiences

Senior Software Engineer

2017 - Present
Waterfield Technologies

As a software engineer at Waterfield I have worked on a variety of projects, from maintaining and upgrading existing applications to developing modern cloud solutions.

Senior Consultant

2016 - Present
InfinityCTI

As a consultant for Infinity, I work with the customer-facing teams to design, develop and deliver Avaya solutions. I specialize in developing custom applications using Avaya Aura Experience Portal and Avaya Aura Orchestration Designer.

Senior Software Engineer

2015 - Present
Swampfox Technologies

As a consultant for Swampfox, Inc. I work with the customer-facing teams to design, develop and deliver Avaya solutions.

Senior Consultant

2005 - Present
Integrated Voice Solutions

As a consultant for IVS, I develop, deliver and maintain Alvaria solutions for premise and hosted IVR customers.

Projects

Here are types of projects I have recently completed.

Serverless Systems - Develop, deploy and support Amazon AWS solutions.
Custom IVR Applications - Design, develop, deploy and support web and IVR user interfaces. Develop database schemas and web services.
Platform Forklift - Reverse engineer UNIX IVR binary files. Design, develop and deploy the new solution on a modern IVR platform.
IVR FAX-Back System - Code a dynamic alphanumeric SRGS grammar generator for recognizing account IDs. Code XSLT to build complex HTML layout of a FAX. Code an HTML-to-TIFF fax image generator.
Outbound Calling - Code CCXML to create an enhanced calling experience. Set up SIP trunking to carriers.
Medical Surveys - Design, develop and deploy HIPAA-compliant inbound and outbound surveys. Support dynamic JSON surveys definitions and render as either IVR, text or a mobile web app.
Platform Extensions - Code Avaya POM Processors. Code Aspect CXServer messaging agents. Code custom Java components to extend IVR functionality. Code Continuous Integration tools for automating deployment and testing.
Support Services - Mentoring and training. Code reviews. Identifying and resolving production issues.

Skills & Proficiency

Amazon AWS

Docker, Kubernetes

Alvaria(Voxeo) Prophecy and CXP

Avaya AOD, POM and AES

Cisco, Microsoft, SAP

VoiceXML, SRGS, CCXML, SIP

Java, JEE, .NET

Tomcat, IIS

HTML & CSS

MSSQL, Oracle and Postgres

Linux, Windows