SUMMARY:

• Updated trilingual professional with more than 15 years of hands - on experience in the Telecommunications field, specialized and certified in Cisco Unified Communications, Contact Centers and IP networks.
• Solutions recommendation, planning, design, implementation/configuration, support and troubleshooting on Cisco Unified Communications, Contact Center technologies (Express & Enterprise), call flow scripts and IP networks services.
• Extensive experience in Cisco UC and Contact Center technologies: Call Manager CUCM/CME, SRST, CUC Voicemail, IM&P/Presence; UCCX, UCCE, ICM, IP-IVR, Confidential, PGs, CTI, HDS, CUIC, Finesse, CUSP, VXML; Video conferencing: Cisco CMR - Telepresence Conductor/Server, TMS and DX/SX/CTS Video endpoints; CWMS Webex Meetings Server; Cisco VCS/Collaboration Edge, Cisco Jabber, H323/MGCP Voice Gateways, Media Resources, SBC/CUBE (SIP Trunking) and QoS. UCS-B/C/E servers, VMWare ESXi 4/5/6 virtualization, Windows Servers 2003/2008/2012 OS .
• Excellent communication skills, customer oriented, autonomous to make decisions, flexible and team player. High capacity to analyze and solve problems. Project leadership and good presentation.

WORK EXPERIENCE:

Senior Contact Center Engineer

Confidential

Responsibilities:

• Provide leadership for Cisco Contact Center Enterprise practice: analyze cluster architecture/design/configurations and recommend changes to follow best practices and meet business requirements.
• Lead technical team for daily operations: last level technical support/troubleshoot for complex issues on all UC and Contact Center applications: Package CCE/ Confidential Contact Center, ICM and Confidential scriptings, Telstrat Engage Call and Screen recorder, Upstream Email/WebChat/SMS solution, Verint WFM, CUCM cluster, Cisco Unity, Cisco IM&P/Jabber.

Senior Telecom Administrator

Confidential

Responsibilities:

• Provide last level technical support, administration and troubleshooting for all UC and Contact Center applications, company global wide: CUCM clusters, full UCCE/ Confidential Contact Center cluster, Unity Connection, IM&P/Cisco Jabber, CWMS (Webex on Premises), SX Telepresence Video Conferencing Rooms.
• Worked with stakeholders, project managers, vendors and team members in order to plan, estimate and deliver new projects (sites) within short timelines.

Contact Center Solutions Consultant

Confidential

Responsibilities:

• Designed, implemented, configured and troubleshoot Cisco contact center solutions - UCCE servers: ICM Router/Logger, ADS/HDS, CTI, CTI OS, Confidential, CUIC, Finesse, Voice and VXML Gateways. Developed IVR applications with ICM, Confidential Call Studio and UCCX scripts. Supported CUCM configuration for UCCE and UCCX integration;
• Installed and configured Cisco Interaction Manager EIM/WIM (email and web chat contacts) solution and integration with PCCE/UCCE;
• Installed and configured Nuance ASR/TTS solutions: Speech, Recognizer and Vocalizer servers and integration with Confidential /UCCE and UCCX.
• Implemented Cisco Outbound Option (IP dialer) for outbound campaigns.
• Produced estimates for upcoming projects and functional design documents.
• Collaborated with Project Managers and Managers in delivering solutions within the Statement of Work and timelines. Main technical point of contact on customer projects.

Unified Communications Analyst

Confidential

Responsibilities:

• Participated in decisions making in regard to Unified Communications new technologies. Evaluated equipments, softwares and versions to verify issues and incompatibilities and recommended improvements for Unified Communications company services.
• Provided last level support for Cisco Unified Communications components like Call Manager CUCM cluster, Cisco Unity, Cisco Contact Center Express UCCX, Calabrio Quality Management Workforce Optimization, Cisco Meeting Place and Cisco Emergency Responder (CER).
• Troubleshooted with Cisco engineering team (TAC) to solve complex issues.

Voice and Network Administrator

Confidential

Responsibilities:

• Configured, operated and troubleshoot the Interactive Intelligence Call Center PBX/IP ACD for new features and call center campaigns: IVR configuration, phones, agents accounts MACs. Supported agents and customers on site for VoIP services in the call center for more than 500 agents.
• Supported the IP/MPLS international network interconnecting international sites around the globe, using Cisco routers and switches.

Telecom Engineer

Confidential

Responsibilities:

• Provided IP data, VoIP and Security technologies support for the team based on Cisco solutions: Catalyst 6500 switches, Call Manager/Unity and PIX/ASA firewalls.
• Designed WAN (from 155Mbps to 10Gbps capacity), MPLS circuits and IP LAN solutions (for 500 network ports or more) for telecom special projects division and provided technical support for sales team about technologies approach/project budget - RFI/RFQ.
• Developed a Confidential /IP basic training for the transmission engineering team.

Telecom Analyst

Confidential

Responsibilities:

• Validated and managed IP/MPLS network projects deployments and supported major customers for Cisco VoIP and Security solutions: configuration of Call Manager/Express, Cisco Unity, Voice Gateways and H323 Gatekeepers and PIX/ASA firewalls.
• Supported VPN/MPLS network configuration and troubleshooted for complex problems. Made technical solutions tests in lab before implementing on customer.
• Established configuration standards for Quality of Services (QoS) in the IP backbone, enhancing network performance.