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