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

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