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Contact Center Engineer Resume

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SUMMARY

  • Accomplished information technology professional with over 25 years of experience in defining System/Network Architecture, Data Center, Application Design and support along with Business Development and Consulting services.
  • Technical Strong, with global Fortune 500 experience
  • Strategic planning, business process design, and solutions architecture implementation expertise
  • Ability to communicate vision with executives, midlevel management, and engineering
  • Proficient in translating business initiatives into technical requirements
  • Skilled in requirements definition, technology planning

AREAS OF EXPERTISE

  • Business to IT alignment
  • Solution Architecture and Design
  • Large to mid - sized Enterprise Customers
  • Converged network with data and voice
  • Contact Center Applications
  • Telephony Protocols
  • Database and Application Design
  • Avaya to UCCE integration
  • IEX Workforce Management to UCCE Integration
  • Nuance ASR and TTS
  • Discipline expertise
  • Load Balancers
  • VoIP
  • Datacenter
  • Server Virtualization
  • IVR Applications
  • Contact Center Architecture
  • Solution Monitoring

TECHNICAL SKILLS

Techniques: Business and Technology Alignment, Enterprise Architecture, Technology Strategy Development, Business Process Improvement, Project Management, Vendor Management, Contract Negotiation, Technology Assessment, RFI / RFP, Architecture Review Board (ARB), Technology Standards

Tools: Microsoft Project, Visio, Excel, PowerPoint, Outlook

Verticals: Healthcare, Insurance, Finance, Wireless, Retail, Telecommunications, Academic Industry Research, Government

PROFESSIONAL EXPERIENCE

Consultant

Contact Center Engineer

Responsibilities:

  • Technical lead on IVR and Contact Center design and implementations.
  • Provide Engineering and Operation support to clients.

Confidential

Contact Center Architect

Responsibilities:

  • Technical lead on VoIP based Contact Center design and implementations.
  • Provide architectural guidance to clients.
  • Technical lead on VoIP based Contact Center design and implementations.
  • Provide architectural guidance to clients.

Contact Center Architect and Business Owner

Confidential

Responsibilities:

  • Design, and Implement Cisco VoIP, UCCE Version 8.5, CCMP, CUCM, Ace Load balancer, CVP, CUSP, RSM, and Voice Gateways across 4 Confidential &T Data Centers.
  • Develop and deploy technical support policies and procedures based on Cisco best practices.
  • Assist Confidential &T in Contact Center Monitoring Design and Implementation.
  • Perform UCCE, CVP, Voice Gateway, CUCM, and infrastructure hardware and software upgrades and migrations.
  • Develop test plans
  • Provided technical review and input of upgrade and migration strategy.
  • Develop and conduct System Acceptance Test plan
  • Architect, Design, and Implement Cisco VoIP, UCCE Version 8.5, CCMP, CUCM, CUIC, CVP, and Voice Gateways.
  • Worked with customer to define requirements and call flows.
  • Developed extensive CVP and UCCE scripts, and custom applications.
  • Provide Tier 3 support to UCCE and CVP environment.
  • As a Cisco contract resource, assisted in implementation of Cisco VoIP, UCCE Version 7.5, CCMP, CUCM, CVP, CUPS, RSM, Outbound option, and Voice Gateways across 2 Data Centers in support of the 2010 Census project.
  • Develop and deploy technical support policies and procedures based on Cisco best practices.
  • Assisted in Contact Center Monitoring Design and Implementation.

Confidential

Contact Center Architect

Responsibilities:

  • Architect, Design, and Implement Cisco UCCE, CSS Load balancer, CVP, and Voice Gateways.
  • Develop and deploy technical support policies and procedures based on Cisco best practices.
  • Assist in Contact Center Monitoring Design and Implementation.
  • Perform UCCE, CVP, Voice Gateway, CUCM, and infrastructure hardware and software upgrades and migrations.
  • Develop test plans
  • Assist in Project management
  • Mentor internal staff on implementation and support procedures

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