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Telephony Engineer Resume

Las Vegas, NV

SUMMARY:

Solutions - oriented IT / Telephony Professional with proven success designing, implementing and integrating cost-effective, high performance technical solutions to meet challenging business needs.

AREAS OF EXPERTISE:

Avaya Contact Technology

AVAYA Call Management Service AVAYA G3R Maintenance

AVAYA 8700 Media Sever AVAYA Dialer

AVAYA G3RAVAYA IQ / Performance Center

AVAYA G450 Media Gateway AVAYA IQ / Performance

NTRO Networking ITIL Foundations

AVAYA One-X Communications

AVAYA IP-Agent

AVAYA Web Conferencing

AVAYA Call Vectoring

AVAYA Aura Messaging

AVAYA Dialer

AAYA One-X

NICE Call Recording

Aspect Communications

PROFESSIONAL EXPERIENCE:

Telephony Engineer

Confidential, Las Vegas, NV

Responsibilities:

  • Supported Claims Center in Las Vegas Contact Center in Las Vegas for the Claims Business
  • Started AVAYA IP Agent for the business & created DR Disaster Plan for all the contact center's.
  • Perform all the MAC for the Las Vegas contact center Perform Avaya CMS call reporting for business.
  • Perform NICE call recording & admin support & maintenance & backup
  • Setup and maintain AVAYA IQ / Performance call report.
  • Call Vectoring request / Projects within the contact centers.
  • Perform support of the Avaya Dialer and IVR.

Telephony Engineer

Confidential, Oklahoma City, OK

Responsibilities:

  • Support the Contact Center extensive knowledge of voice or data communications.
  • Perform MAC (Move and Change) within the Contact Center.
  • Perform Call Vectoring Request & complex Call Routing.
  • Perform Avaya (CMS) Call Management System (call reporting for the Business).
  • Duties Confidential & Confidential Route-It request & Allocation Changes Ability to manage multiple taks & projects simultaneously.
  • Ability to make knowledgeable decisions.
  • Ability to interface well with business and vendors.
  • Contact Center and AAVAYA IVR experience and Avaya Dialer experience.
  • Voice communication engineering experience including TDM, VOIP, H3.23, and QoS. Foster and deliver excellent customer service to the contact center & vendors, and by having positive attitude and professionalism.

Telephony Engineer

Confidential, Atlanta, GA

Responsibilities:

  • Hires, ongoing HelpStar request, programming requests for internal & remote voice mail, interacts with all LEC's and Long Distance
  • Providers to ensure correct installations and adequate service for ITM, home office, and remote locations.
  • Design and implement Telecom projects as assigned-this involves overseeing installation of circuits, negotiating wiring and equipment and engage with vendors to communication requirements, develop proposals and evaluate systems.
  • Analyze system and access capabilities to ensure the reds of the company is met.
  • Review vendor and billings to check for accuracy and fraud. as well as managing costs.
  • Call-centers engineering and support.

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