Sr. Unified Communications Engineer Resume

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:

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