Contact Center Solutions Architect Resume Rancho Cordova, CA - Hire IT People

SUMMARY

Accomplished in all areas of IP Contact Centers. 21 years of overall IT experience with 18 of those years concentrated in IP Contact Center from agent to desiging, implementing, and supporting IP Contact Center Infrastructure.
Proven capabilities in general IT. Experience with workflow optimization, increasing productivity through process, tools and extensive understanding and experience of ITIL (Change Management, Incident Management, Problem Management).
Skilled problem identifier and troubleshooter. Comfortable managing systems, projects and teams in a range of IT environments.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Confidential — Rancho Cordova, CA

Contact Center Solutions Architect

Responsibilities:

Designed, Implemented, Supported contact center solutions for a variety of government, Health Care, and private industry customers on various versions with various 3rd party integrations.

Confidential — San Jose, CA

Principle Unified Communications Engineer

Responsibilities:

Confidential — San Francisco, CA

Test Lead Voice Systems

Responsibilities:

Confidential — San Jose, CA

IP Contact Center Implementations Engineer

Responsibilities:

Engineering Lead for Unified Contact Center Enterprise (UCCE) upgrades from version 7.x to 8.5(4).
Developed comprehensive global implementation plan for Cisco’s entire contact center infrastructure, taking us from DEV, to STAGE, to PROD.
Engineering Lead for our migration from Webview to Cisco Unified Intelligence Center (CUIC) reporting platform, and subsequent upgrades to CUIC v10.x.
This included migrating required webview reports into CUIC.
Key contributor with our pre - release integration of CUIC with Cisco’s new Media Sense call recording product.
Provided crucial feedback resulting in several product enhancments.
Participated in global Unified Call Manager (UCM) upgrades from v7.x to v8.0(2).
Participated in Cisco’s internal Customer Voice Portal (CVP) migration.
This was/is a multi-year project replacing Cisco’s IP Interactive Voice Response (IP IVR) infrastructure with CVP.

Confidential

Implementation, and Support

Responsibilities:

Key contributor taking Cisco from UCCE (then ICM) v4.x through v7.x.
This involved developing detailed implementation plans, working with other IT teams to delegate Windows/Active Directory support and patch management, as well as coordinating IPIVR/Call Manager upgrades according to Cisco’s UCCE compatibility matrix.
Lead engineer with Cisco Collaboration Server and Cisco eMail Manager.
Developed custom version controlled UNIX/iPLanet deployment scripts for our Click-to-Talk and Click-to-Chat services.
Developed custom Click-to-talk buttons that dynamically appeared/disappeared based on agent availability. Managed integration with UCCE.
Developed a comprehensive patching strategy that reduced our patching turnaround time from 90 days to 72 hours across our entire UCCE environment.
Substantially increased Contact Center availability and significantly reduced Mean Time To Resolution (MTTR) Through the development of custom UCCE component monitoring.
Participated in on-call rotation, driving incidents to resolution and finding Root Cause and Long Term Fix to continually stabilize our ever-changing environment.

IT Engineer

Confidential

Responsibilities:

Developed custom application monitoring and reporting for our Click-to-talk web collaboration service
Developed a shared notepad application using the Webline Collaboration API, enabling Cisco’s TAC agents to share notes with customers through the web collaboration product.

Contact Center Agent

Confidential

Responsibilities:

Proved my value as I transitioned from an entry-level desktop support role, to web developer, to Priority 1 incident coordinator for all of Cisco IT, where every minute of downtime = > $1,000,000.