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
