Jordan Heaps
Software Engineer
- 10+ years troubleshooting Windows/Mac, network systems, computer hardware, Active Directory, Jira, and Microsoft 365/Exchange
- 5+ years experience with RingCentral, NICE InContact/CXOne, programming IVRs, outbound dialing, CRM integrations, managing user accounts, and troubleshooting
- 2+ years experience with HTML, CSS, Javascript, SQL, PHP, Salesforce, and ServiceNow
- Fast learner with a keen eye for detail and rapid follow-through
- Enjoys solving problems, fluent in Spanish, hard worker, strong communication skills
WindowsMacActive DirectoryMicrosoft 365HTMLCSSJavascriptPHPJQuerySQLRingCentralInContact/CXOneSalesforceServiceNowWorkforce ManagementQuality ManagementInteraction AnalyticsRestAPIJSONXMLDialerCRM Integration
Salt Lake City, Ut
9 years professional experience
Timeline
2014
2016
2018
2020
Present
Work Experience
Software Engineer, CCaaS
Dec 2024 - Present
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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. InContact CXOne Studio RingCentral User Management Analytics Reporting Quality Management Workforce Management CRM Integration Dialer
Independent Contractor
Sep 2024 - Jun 2025
Deserve Inc.
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Supported the integration of a legacy CCaaS business unit into a new organizational structure, and led improvements to existing scripts and system functionality. CXOne Studio telephony CCaaS
Senior Software Engineer
Jun 2024 - Nov 2024
Ethos IQ
AG Financial Solutions
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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. HTML CSS Bootstrap PHP REST API Javascrip JQuery
Engineer, Cloud Contact Center
Apr 2022 - Jun 2024
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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. InContact CXOne Studio RingCentral User Management Analytics Reporting Quality Management Workforce Management CRM Integration Dialer
Unified Communications Admin
Apr 2017 - Apr 2022
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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. NICE InContact Studio RingCentral Reporting Analytics User Management
Education
Associates of Computer Science & Information Systems
May 2014 - Dec 2016
Communication & Public Speaking Psycology Spanish Philosophy Web Programming SQL Programming Object-oriented Programming Computer Architecture Ethical Hacking Network Security
Trainings and Certifications
NICE CXOne CORE/CORE+ Certified Implementation Partner
2022
Credential ID: 2575235
Web Security Associate by CIW
2018
CompTIA A+
2017
CompTIA Network+
2017
Skills
Development
JavascriptHTMLCSSSQLPHPJSONXMLRestAPI
Systems
WindowsMac OSJiraCitrixMicrosoft 365AWSGoogle CloudSalesforceServiceNow
Telephony/Contact Center
RingCentralNICE InContact/CXOneInteractions AnalyticsDialerQuality ManagementCRM Integration