Allen Forrester
Sydney
Summary
Dynamic Telecommunications Engineer with Peninsula Group, specialising in Genesys contact centre solutions. Expert in integrating Salesforce and deploying chatbots, enhancing customer experiences and generating leads. Proven track record in optimising contact center operations, achieving significant cost savings, and leading multiple projects under tight deadlines. Strong customer advocate with national leadership experience.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Telecommunications Engineer - Genesys Purecloud
Peninsula Group
Sydney
07.2024 - Current
- Design and architect Peninsula Group's contact centre operations across Australia and New Zealand.
- Increase resiliency and redundancy in the contact center solution.
- Migrate the contact centre to new SIP trunks, saving $20k per month.
- Build, test, and deploy the Genesys Chatbot to the Peninsula websites to improve customer experience
- Integrate Salesforce and Genesys to improve call flows and generate leads for the sales team (from the web chatbot)
- Build, test and deploy new SMS solution to improve internal work flows and enhance customer experience
- Resolved complex technical issues related to telecom systems quickly and efficiently.
- Handled multiple simultaneous deployment projects against strict deadlines.
- Evaluated existing telephony systems and recommended upgrades where necessary.
Education
Post-Graduate Certificate - Cybersecurity
University of Sydney
Sydney, NSW03-2024
Graduate Certificate - Business
Sydney Institute Business Technology (SIBT)
Macquarie Park, NSW11-2003
Bachelor of Technology - Opto-electronics
Macquarie University
Sydney, NSWSkills
- Contact Centre
- Genesys Purecloud
- Voice and Data Engineer
- Customer advocate
- Salesforce integration
- Chatbot deployment
- Pre-sales Solutions Architect
- Optus Deployment background
- National Leadership Experience
Accomplishments
- Optus Number 1 club member 2018 (Optus highest award)
- Optus Pacesetter 10 years running 2012-2021 (Exceeding Sales Targets)
- Peninsula Most Valuable Player Award (MVP) March 2025
Certification
- Genesys Certified
- CCNA 2013
Timeline
Telecommunications Engineer - Genesys Purecloud
Peninsula Group
07.2024 - Current
Post-Graduate Certificate - Cybersecurity
University of Sydney
Graduate Certificate - Business
Sydney Institute Business Technology (SIBT)
Bachelor of Technology - Opto-electronics
Macquarie University
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