Erman "Lucas" Liwanag

Ø Script Modification and Creation (NICE Cxone Studio)

Ø Help, assists and troubleshoot issues in Studio Scripting.

Ø Understand the business requirements and plan how to get the build working

Ø Modification/Creation of Studio Script

Ø API/Integration Assistance and build

Ø Clients Reporting – Quarterly, Monthly, Bi-Weekly, and Weekly Business Unit Status

Ø Help and Direct all Front-Line Engineers about case approach and resolution checking

Ø Primary Point of Contact for Escalation and Complex Issues

Ø Planning and Design of client request build

Ø Providing Technical view to ongoing or completed build

Ø Creating or Modifying Integrations or API Calls

Ø Helping our Project Managers determine the best route to Build

Ø Continues Collaborations with Engineers or Client Engineers.

Ø Responsible for handling cases submitted by Clients or Partners.

Ø Reading Internal, console logs, and network HAR file

Ø Checking API calls if it's correct or not.

Ø Troubleshot and reproduced the client's complaint.

Ø Help fixing Salesforce Integration.

Ø Provide some instructions when it comes to collecting or capturing errors.

Ø Knowledge of how to use programs in Python with PyCharm as an IDE

Ø Assigned for all Zoom calls with Complex API/ Integrations

Ø Capable of resolving Salesforce Integration and other 3rd party integrations.

Ø Responsible for handling cases submitted by SaaS Customers.

Ø Knowledge about Voice over Internet Protocol (VOIP) Services.

Ø Knowledge about Session Initiation Protocol (SIP) and Real-time Transport Protocol.

Ø Know how to read the SIP ladder and check RTP.

Ø Familiar with Media Server

Ø Handling Complex Escalation

Ø Responsible for troubleshooting InContact STUDIO scripting

Ø Helping Implementation resolve uncommon issues in the script

Ø First Engineer to handle Business Unit open cases and responsible for all TS.

Ø API, Salesforce, and Integrations POC for complex cases

Ø Trainer of New Hire for API and Studio Scripting on how to TS and identify issues.

Ø Performing Technical Interviews for Technical Support Engineer Applicants