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Senior Avaya Voice Engineer Resume

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SUMMARY

  • Self - driven professional with 20-plus years’ experience managing and implementing telecommunications systems both Avaya and Genesys. Over the years I have self-managed multiple projects ranging from full system installation to simple upgrades, along with performing the business analyst needs and the project manager duties.

PROFESSIONAL EXPERIENCE

Confidential

Senior Avaya Voice Engineer

Responsibilities:

  • Programs and Maintains a 2000 seat Avaya R8.0 VOIP platform
  • Programs and Maintains Avaya Aura Messaging R7
  • Programs and Maintains Avaya CMS R19
  • Maintains multiple call centers across the globe
  • Programs all call center VDNs and Vectors
  • Tracks and maintains global TFNs
  • Works with Avaya System and Session manager
  • Works with SBCs
  • Programs SIP and traditional PRI trunks
  • Takes care of the KnoaSoft Harmony call recording system
  • Maintains the Vera Smart Call Accounting system
  • Deployed users to work at home using Avaya OneX agent
  • Troubleshoots complex voice issues and simple end user problems
  • Works well in team environment

Confidential

Sr Advisor

Responsibilities:

  • Works closely with the Government Centers for Medicare
  • Programs and maintains all call routing for the IVR/PBX/Dialer
  • Sets up and maintains all end user and call center devices
  • Project Manager on multiple in-house projects
  • Day to day management of all IVR and Telecommunications systems
  • Managed multiple Avaya server platforms
  • Maintained MCC and G-Series gateways, ESS, LSP and Avaya peripherals
  • Performs all troubleshooting and maintenance of the IVR/PBX
  • In depth experience with Avaya ACD and call center routing
  • Interfaces with all IT departments
  • Maintained all Avaya voice messaging systems including MM and Audix
  • Maintained Verint audio and screen recording system
  • Performs and tests all server and end user software upgrades of the Genesys IVR
  • Installed and maintained the Genesys outbound dialer system
  • Programs and develops the Auto Dialer calling capabilities
  • Works with and manages multiple support vendors
  • Writes and develops test cases for upgrades and enhancements
  • Monitors all systems for alarms and issues on an ongoing basis
  • Works closely with the call center to mitigate issues and enhance new processes
  • Has experience with all trunking protocols including PRI, SIP, POTS, and IP
  • Performs On call duties to ensure maximum uptime of all systems

Confidential

Infrastructure Svcs Advisor

Responsibilities:

  • Day-to-day management of all telecommunication equipment and services including Voice Mail, Verint call recording, PIMS/CTI, IVR, and call center functions
  • Works closely with vendors; Avaya, Verint, and Verizon
  • Works with CMS and Verizon on T1 circuit installation and testing
  • Interacts with the call centers daily for call programming and routing needs
  • Troubleshoots issues with CTI PIMS, the IVR and the PBX
  • Plans office openings, closings, and relocations
  • Plans, coordinates, and develops testing for telecom upgrades and changes
  • Monitors reports data to help prevent outages and maintain quality
  • Manages and coordinates multiple projects simultaneously
  • Works with other groups to perform testing and quality checking
  • Prepares testing scenarios for telecom projects

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