Sr. Cisco UCCE Designer Resume

SUMMARY

Senior level professional with 15 years of experience in Information Technology working with a focus in telecommunications, IVR, and call center applications. Experienced working with major enterprise and call center software including Cisco and Avaya, with additional expertise in system administration.

TECHNICAL SKILLS

Avaya (Red/Blue): IP Office, One - X, CS1000, Call Pilot, Octel, Avaya Aura (AACM), Avaya Contact Center

Cisco: Call Manager, UCCE, Unity, ICM, Cisco Agent/Supervisor Desktop, Finesse, CUIC Reporting

ShoreTel, Polycom, Soft Phones, VoIP desk phones, Nuance Text-to-Speech, SIP, Auto Attendant, CX-E:

Contact Center: IVR design, Scripting, Reporting, Agent Configuration, Moves, Adds, Changes, Delete

Mobile: Android, iOS, Blackberry, BES, AirWatch, iOS/Android Tablets, Mobile Device Management

PROFESSIONAL EXPERIENCE

Sr. Cisco UCCE Designer

Confidential

Responsibilities:

Designed complex call flows and ACD configurations for multiple sites and call centers, drafted changes to production scripts and phone configurations, coordinated MAC work and script changes with technical resources and operational support engineers, and provided end user training.
Met with business partners and customers to gather requirements for new call flow and ACD changes, analyzed current UCCE and Unity configurations and future impact of changes, provided subject matter expertise and served as liaison between teh business and various technical groups.
Supported a large-scale Cisco CUCM 8.6 to 10.0.2 migration project across multiple sites (150+). Provided pre, post, and real-time testing during system migrations.
Provided expertise, support and training across a variety of platforms including Cisco UCCE, Unity, Call Manager, ICM, CUIC Reporting, Agent/Supervisor Desktop (CAD/CSD), and Finesse.

Sr. Unified Communications Engineer

Confidential

Responsibilities:

Supported major telephony projects across multiple sites using business analysis, project management, and technical expertise. Projects included migrating 3000+ users to a new voicemail platform and teh migration from an Avaya contact center platform to Cisco Finesse.
Maintained telephony systems including CS1000, Nortel PBX OPT11-81c, Avaya Contact Center, Aura, Call Pilot, Symposium Call Center, AVST voicemail. Created IVR call scripts, programmed call flows, maintained hard/soft phones, performed MACs, provided end user and UC device support.

System & Network Administrator

Confidential

Responsibilities:

System Administrator for Unified Communication systems including Cisco Call Manager, Unity, Telepresence-Blue Jeans, Clarity call recording, Nuance TTS, and AirWatch Mobile Management.
Managed Cisco systems responsible for 2000 users and call center agents, configured call recording and voicemail systems, performed troubleshooting on Cisco Call Manager, ICM, and Unity issues, escalating to Cisco (TAC) as needed.

Communications Engineer

Confidential

Responsibilities:

System Administrator for communications infrastructure, servers, and systems running ShoreTel, Polycom, and Radvision. Maintained voice systems across 350 sites maintaining 99% uptime.
Coordinated system software upgrades with outside vendors and internal teams. Monitored software upgrade processes and timeline, tested updates, and coordinated rollout of new software features.

IT Tech Team Lead

Confidential

Responsibilities:

Provided remote and onsite support for customer infrastructures, networks, servers, firewalls, switches/routers, desktops, telecom systems (Cisco, Avaya IP), printers, and wireless access points.
Deployed system updates, software releases, hardware upgrades, system implementations and upgrades across multiple systems, coordinated and implemented changes, and performed UAT.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship