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Senior Contact Center Solutions Engineer Resume

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Irving, TX

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OBJECTIVES

Join a progressive organization that will use my acquired skills and provide a career path allowing me to acquire new business and product knowledge.

SUMMARY:

Over ten years experienced in computer systems analysis, administration, implementation and contact center knowledge. Extensive experience in computer systems administration and deployment; which include administering the most common operating systems such as Windows, Mac, Linux and PBX, ACD, Avaya CMS, Avaya IVR, Avaya VoicePortal, Aspect Ensemble Pro, Aspect Unified IP 7.X, Aspect WFM, Advance List Management & Aspect Quality Management, Cisco CUCM, Unity, Im & Presence and Cisco Telepresence Systems. Excellent problem solving skills, able to excel in a high demanding environment and obtain solutions and reach corporate objectives. A good team player with technical and electronics skills, as well excellent computers and communication expertise. Fully bi - lingual in English and Spanish.

SYSTEMS PROFICIENCY:

OS: Windows, Mac and Linux

Software: Microsoft Office Platform including but not limited to Word, Excel, Power Point, Outlook and Visio. Minitab 15. Aspect Software UIP 6.6 - 7.2 & 7.3, APM, AQM, ALM & WFM. Cisco CUCM, Im & Presence, Unity and Telepresence.

EXPERIENCE:

Confidential, Irving, TX

Senior Contact Center Solutions Engineer

Responsibilities:

  • Aspect ALM system with over 200k daily calls attempts on collections effort.
  • Aspect APM, WFM and AQM with a 100% of calls recordings.
  • Provide support to our Telecom Engineer on Avaya, Microsoft Lync & Cisco Telepresence systems for the over a 1000 company employees and to our Virtualization Engineer in the Aspect System Cluster running on VMware 6.0 and to our DVI platform running on VMware Horizons.

Confidential, San Juan PR

Voice Network Unified Communications Engineer

Responsibilities:

  • Responsible for internal voice network planning and administration.
  • In charge of Aspect System Platform, Cisco System Platform, Avaya System Platform and RightFax System supporting almost 1K users Company wise.
  • In charge of every project related to the voice network company internal communications infrastructure.

Confidential, Luquillo, PR

Customer Service Systems/ACD Administration Supervisor

Responsibilities:

  • Lead a group of 4 agents in charge of company Contact Center operation including 4 different locations, one of them out of the country.
  • Full management of Aspect Servers and applications including center quality management and business metrics analysis on a 500 users Aspect profile system with High Availability and DRS System platform. IVRs scripts design, maintenance and improvements on a regular basis for Inbound and Outbound campaigns and services.
  • Fully in charge of Outsource Contact Center operation on Dominican Republic with over 200 agents and 20 Supervisors and Leads.
  • Participate proactively in customer retention efforts by implementing successful technical solutions to high risk customers avoiding service terminations and increasing long term relations.

Confidential, San Juan, PR

ACD Administrator

Responsibilities:

  • Administered PBX and ACD Systems, including Avaya CMS, Avaya IVR and Aspect Ensemble Pro. In charge of troubleshooting, configuration and maintenance of voice systems, Workforce Management (eWFM, RightForce and IEX), and voice recording system (Etalk).
  • Coordinated efforts between different departments during emergency situations. Responsible for efficient call flow distribution between outsources.
  • Experience with Avaya’s implementation of VoIP. Installed and maintenance digital telephones. Call restriction and monitoring experience.

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