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Sr. Unified Communications Engineer Resume

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SUMMARY:

  • Accomplished Unified Communications Solutions and Contact Center Engineer with a track record of success by driving results in a global organization, experienced on Cisco and Avaya systems.
  • Innovative professional with breadth and depth of experience in service - delivery, IT strategy, professional services, project and portfolio management.

WORK HISTORY:

Confidential

Sr. Unified Communications Engineer

Responsibilities:

  • Reviewed and simplified legacy Avaya design, removing 30% of configuration
  • Worked closely with customer service teams to develop simplified call flows and define requirements
  • Designed Cisco UC infrastructure: CUCM, Unity Express, UCCX, VCS on BE7000 hosts with geographic diversity PUB/SUB diversity, CUBE and MGCP gateways on ISR devices, VG310 & VG204
  • Partnered with network and server teams integrate solution with AD/LDAP integration create new VLANs and DHCP scopes, QOS,
  • Implemented new SIP telecomm access in PUB/CUBE remote site added Verizon toll-free NCR (backup routing)
  • Implemented cross-vendor SIP trunks (Avaya to Cisco) to simplify transition
  • Tested new UCCX call flows, agent logins, UCCX-Finesse reporting
  • Coordinated migration of toll-free numbers and agents for Cisco go-live
  • Managed MACD and support issues for the Nortel CS1000 Confidential at 3 satellite locations
  • Installation of WEBEX/SPARK - video conferencing systems with hybrid registration
  • Deployed E911 service (West Communication ERS)

Confidential

Unified Communications Engineer

Responsibilities:

  • Performed Vector, VDN, CMS changes on Avaya call-center systems
  • Supported third-party integration VERINT-call recording via Avaya AES
  • Implemented call routing changes on Cisco ICM
  • Supported end-user issues for 10K work from home call center agents on Avaya
  • ONE X-AGENTS and ACD login issues
  • Lead SNMP integrated Avaya Confidential servers into EM7 (Science Logic) network management tool

Confidential

Program Manager

Responsibilities:

  • Managed $12MM liquidation budget for remote access solution to all Confidential
  • Managed support, implementation, and engineering teams
  • Coordinated all LAN, load balancer, and ISP changes

Sr Engineer

Confidential

Responsibilities:

  • Lead engineer for migration of U.S. and European sites to hosted Confidential solutions
  • Designed third-party firewall access between Confidential and regional Confidential provider
  • Set designed stanadrads and implemented local gateway solutions for over 50 where E911 or SIP number portability was not available
  • Partnered with cross-functional teams to develop standards for QoS, DHCP, VLAN standardization
  • Developed Confidential desktop video integration with existing internal Telepresence video conference service
  • Led new UC product evaluations - including Avaya-AURA/Cisco/MS-LYNC SIP integration testing
  • Designed and implemented VoIP Gateway migration for FAX servers
  • Mentored IT leadership program members

Confidential

Implementation Engineer

Responsibilities:

  • Implemented complex Confidential services on Cisco & Avaya platforms (CUCM, Unity, CME)
  • Designed SIP & H.323 inter-system trunks & call routing between Avaya and Confidential s
  • Developed new multi-media materials and a simplified ‘hand-over-to-operations’ process
  • Led the voicemail/email integration (IMAP integration with site/extension to email interface)

Confidential

Enterprise Consultant

Responsibilities:

  • Provided technical design and implementation services multiple customers including Confidential, Confidential
  • Led billing audit an 800 toll-free migration at Confidential

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