Contact Center Engineer Resume
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