Doug Eldridge, Principal Consultant

As a Solutions Engineer, Doug has over 25 years of experience in the information technology industry. His knowledge of programming and data systems, combined with a focus on client relationships, ensures the solution fits the needs of his client’s business. Doug has an innate sense of systems and integrating customers’ business needs with technology solutions, utilizing business process re-engineering and technology implementation.

Doug has engineered numerous successful implementations of enterprise-wide communication solutions. These include:

• For the leading provider of call center solutions provided provisioning and development services for Genesys Cloud Services. Used Designer, Genesys Administrator Extension, Configuration Management Environment (CME), Genesys Interactive Insights (GI2), Genesys Interaction Recording (GIR) and Pulse to ensure delivery to end user Customers. Provisioned numbers, Queues, Skills, Agent Groups, and other Genesys objects as warranted. Assisted junior engineers to become more familiar with Cloud operations.
• For a large financial services company provided Genesys administration and trouble shooting. Genesys 8.1 and 8.5. Using Genesys Administrator, Genesys Administrator Extension, and CME to provision new IVRs, added new DIDs, debugged issues using logging analysis, WireShark traces for SIP issues as well as Kazomir, Installed and configured Nuance Voice recognition and TTS engines with 12 languages. Configured Genesys Framework, including Resource Manager, Media Control Platform, SIP, Message Server, Stats Server, Config Server, and Solution Control Server (SCS).
• For a healthcare communication company, extended and implemented IVR customizations for Interactive Intelligence. Developed GRXML grammars. Using Agile development methodologies, took requirements and transformed them into software deliverables.
• For a systems integrator, installed and configured a Genesys environment to include Framework, GVP, Conversation Manager, and SIP server. Used Genesys Composer 8.x to build a retail banking application to validate the environment and that all components were working.

As a Solutions Engineer, Doug has provided valuable direction to a wide variety of companies enabling them to meet business drivers in the following areas: IVR, CTI, speech recognition, CRM, ERP, and the integration of these technologies.