Technical Consultant Resume

SUMMARY:

Cloud Contact Center Systems Analyst providing Multi - Channel call blending expertise to clients within Globally. Manage, Architect, and Deliver contact center solutions domestically and internationally across platforms and channels.

PROFESSIONAL EXPERIENCE:

Confidential

Technical Consultant

Deploy testing solution and Cyara Suite to multiple domestic and international customers.
Train commercial organizations in the usage of the Cyara Suite to assure customer needs are met.
Interface load testing software to Genesys, Avaya, and CISCO PBX for verbiage verification.
Perform multi-port call center VoIP IVR load tests across Omni channel contact centers using the Cyara Load Testing “Hammer” solution.
Develop architectural diagrams.

Confidential

Telephony Contact Center Architect

Architected, Deployed & managed infrastructure for a multiple clients hosted communications system.
Integrated multi-vendor routing hardware using CTI & Vectoring in a multi-site environment.
Systems Engineer responsible for developing "best practice" Voice, Data, integrated routing solutions.
Developed integrated IVR and CTI platforms utilizing CISCO VoIP, Syntellect, Genesys, and Avaya, Call Copy, and Salesforce.
Direct experience supporting corporate wide, multi-location VoIP systems, Unified Communications, SIP trunking, Visual Basic (VB) development.

Confidential

Telecommunications Architect/Customer Systems Engineer

Worked with Sales/Sales Engineers to understand data & voice centric customer requirements for Telecommunications operators, contact centers, financial & health verticals.
Worked with variety of customers internationally and domestically to produce customer design documents for internal organizational requirements.
Developed Genesys routing strategies and integrated IVR call flows for multiple customers. Developed VB desktop phone application.
Portion of Customer Systems Engineering required consolidating requirements for UC wireless and fixed wired systems for multiple clients.
CTI & Vectoring in a multi-site environment "best in class" products were chosen for optimal contact center routing. Recommended objective premise/network/PSTN routing solutions to customer after vendor evaluations.
As Systems Engineer worked on-site and remotely to assure customer satisfaction in hardware and software delivery domains.
Large portion of time with IBM spent coordinating technical review meetings and allocating resources to resolve issues and anomalies.
Ensured appropriate handoff of final unique packages to customer for total satisfaction.

Confidential

Systems Engineer

SME of voice, data, web & email solutions for a Rockwell clients. Design & architecture of enterprise voice & data networks (WAN, VLAN, LAN, DMZ on LAN segments).
Avaya expertise integrating Genesys & CISCO/GeoTel ICM & IPCC.
Integrated multiple telephony hardware & software solutions.
Solutions included, CTI inbound & outbound.
Team Leader developing business plans & technical architectural documentation.

Confidential

Systems Analyst / CRM System Administrator

Worked with cross-functional teams to consolidated Confidential 's worldwide customer support team.
Integrated CTI, IVR and ACDs with Vantive CRM.
Responsible for coordinating CRM modifications at all of Confidential 'S call centers: three in the USA & two in Europe.

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