Jordan Heaps

SeekWell

• Administer and optimize NICE CXone contact center platform including ACD routing, skill management, and agent configuration. Design and develop IVR call flows and self-service experiences using CXone Studio with REST API integrations and dynamic data retrieval. Build middleware integrations connecting CXone with third-party platforms such as CRM systems and internal APIs. Serve as internal SME for unified communications, providing technical guidance on platform capabilities, scripting standards, and integration patterns. Collaborate with IT, operations, and business stakeholders to gather requirements and deliver communication solutions at scale.

Tech Mahindra

• Responsible for the design and development of client call center IVRs, products, features, unit testing, code reviews, CRM integrations, and resolve bugs that are discovered in the QA process. Focus mainly on NICE InContact/CXOne. Provide consulting on best practices when setting up a call center. Provide training on NICE CXOne Studio.

UpservU LLC Deserve Inc.

• Assisted in merging a business unit using a legacy CCaaS solution with a new business unit, while also implementing enhancements to existing scripts and systems.

Ethos IQ AG Management Group

• Built an agriculture insurance quoting tool using REST API’s to get data from the USDA’s Pasture, Rainfall, and Forage website to generate a quote for farmers.

Eventus Solutions Group

• Responsible for the design and development of client call center IVRs, products, features, unit testing, code reviews, CRM integrations, and resolve bugs that are discovered in the QA process. Focus mainly on NICE InContact/CXOne and RingCentral as well as Genesys Cloud CX. Provide consulting on best practices when setting up a call center. Provide training on NICE CXOne Studio.

4Life Research

• Design, configure, document and maintain call routing for all local and global markets. Adding, removing, and modifying IVR scripting based on business needs. Create and manage user accounts in NICE CXOne and RingCentral Office. Manage recording /storing/adding audio files/IVR announcements to scripts. Manage audio/video recordings, evaluation forms, and all QM needs. Call, chat, IM, and email monitoring to ensure systems are functioning properly. Procuring, managing, and supporting ISP needs in all markets.

Primary Residential Mortgage

• Managing company employee accounts via Active Directory, Microsoft Exchange, Encompass and other software that requires account management. Documenting all processes and procedures. Create and manage different access levels within multiple applications for all users. Provide triage and assign out tickets to team as well as other support groups. Answer user’s questions in person, phone, e-mail, and helpdesk ticketing system.

Salt Lake Community College

• Studied web development, object-oriented programming, algorithms and data structures, computer architecture, and general studies