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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.

PROFESSIONAL EXPERIENCE

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 PBX 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 Voice servers into EM7 (Science Logic) network management tool

Confidential

Program Manager

Responsibilities:

  • Managed support, implementation, and engineering teams
  • Coordinated all LAN, load balancer, and ISP changes
  • Designed third-party firewall access between Confidential and regional UCaaS provide
  • 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

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