SUMMARY

• Experienced Cisco contact center infrastructure and application consultant, a technical and business professional seasoned in all phases of solution design and technical development life cycle.
• Successfully supported pre - and post-sales as well as designed, architected, developed, implemented, upgraded Cisco UCCE/PCCE//CVP/IPIVR/ICM/Finesse/CUIC and eGain Chat and Email with UCCE.
• Certified as Cisco CCDA and Avaya Certified Associate, maintain Cisco UCCE Design and UCCE Implementation certifications, skilled in tasks of business requirement discovery, Cisco contact center design, implementation, technology road mapping and strategic planning.
• A dependable, dedicated and personable individual committed to quality and a passion for work in telecom, contact center and consulting.

TECHNICAL SKILLS

Systems: Cisco UCCE/PCCE/ICM/Finesse/CUIC/ECE 11.6/11.5/11/10.5.1/9.0 /8.5.3 , Cisco CVP 11.6/11.5/11/10.51/9.0/8.5.3 , CUIC/CUIS 11.6/11.5/11/10.5.1/9.0 , IPIVR 9.0/8.0/5.0, Cisco CallManager 11/10.5/9.0/8.0/7.0 , Cisco CTI OS, Cisco CAD, Finesse 9.01, Cisco IPCC/UCCE Express 5.x.4.x, Cisco Voice Gateway SIP/H323, and VXML Gateway; Nortel Periphonics VPS/is, Intervoice IVR. Cisco IP IVR, Avaya S87XX, Avaya CMS, Avaya Aura Contact Center 6.3, Nuance ASR/TTS, Microsoft Speech, Lucent G3, Nortel Meridian Max, Aspect, Calabrio/Verint/NICE Call Recording and QA, Cisco UCS, VM Exsi Virtualized Interaction Manager (VIM)

Languages: COBOL, VRAM, PERIPRODUCE, C, C++, HTML, XML, VXML, JAVA, Java Script, and VB6 and MS SQL

Applications: Cisco ICM scripting and configuration, CVP Studio and MicroApps scripting, Avaya IC Script, PeriPro, InVision, Cisco IPIVR CRS Application Editor, MS SQL, RESTful API

PROFESSIONAL EXPERIENCE

Confidential, Scottsdale, AZ

Sr. Architect

Responsibilities:

• application and engineering services for customers using Cisco UCCE/CVP platform, included but not limited to creating contact center ICM routing and CVP self-service applications, install/upgrade/migrate new or existing contact centers; Led discovery sessions and workshops for business customers to gather functional requirements, then translate to technical designs; consulted for pre-sales and post sales teams to expand business opportunities; Providing end user training of UCCE/CVP/Finesse platform, creating BOM and sizing the solution to meet business needs, working with sales to define scope of project, estimating work effort and collaborating with third party vendors to provide total solutions to end customers. consulted customer on successful migration of Cisco Hosted UCCE/CVP solution from a mix of complex legacy contact center platform; provided sizing and BOM for the UCCE solution, applied leading contact center practice for ongoing support and maintain the hosted solution; provided recommendations of Cisco and non-Cisco products based on best practices and experience. advised overall UCCE/CVP/CUCM 9.0 with eGain upgrade to 11.5 UCCE/CVP/CUCM on UCS virtual platform effort; Provided upgrade project plan and assisted PM to manage business and technical stakeholder during system testing/UAT and cutover; Created cutover system testing plan/cutover plan/back out plan and conducted system testing and helped troubleshooting during entire upgrade effort; Successfully upgraded the system one month ahead of original schedule for complex UCCE/CVP/CUCM platform spans three continents; Migrated WebView reports to CUIC and customized reports for business. provided UCCE/CVP architecture guidance and supported the effort to migrate and upgrade helpdesk function from UCCX to UCCE 10.5; advised migration effort for customer service LOB from legacy solution to UCCE/CVP; Reviewed IVR Self Service development effort; Provided solution sizing validation failover design according to Cisco’s best practice. worked with IT support team to maintain and troubleshooting UCCE/CVP system; developed new CVP studio application to record and route customer messages in conjunction of ICM applications and Jabber client for call routing and treatment per business requirement; provided recommendation and best practice to IT support team regarding Cisco IPCC and ICM. led the effort to re-engage UCCE replacement of legacy TDM system, provided system migration roadmap to phase out legacy platform including PBX/ACD and IVR with Cisco ICM/CVP/CUCM, upgraded the system to full UCCE solution, including migrate WebView based Cisco reporting solution to newer CUIS reporting platform. Developed basic ASR/TTS CVP call treatment for Self Service IVR in addition of DTMF functionality. designed CVP and ICM scripts for their multisite and multi-channel contact center with extensive IVR call treatments and complex call routing involving ASR/TTS, custom java integration with CVP, skill-based routing with database integration with application gateway and web services.

Confidential, Palo Alto, CA

Solution Architect

Responsibilities:

• Led overall solution design and strategic deployment of call center pre and post sales projects and executed complex multi-site contact center project with multi-vendor solutions based on Cisco AVVID; Promoted shared stakeholder understanding of and commitment to business requirements related to proposed solutions;
• Aligned all technology decisions back to the business with a continuous chain of motivation and justification; Designed efficient and effective solutions that map to the defined business requirements; Identified and managed project risks; Managed technical team to develop and deploy contact center solutions;
• Provided mentorship and technical guidance to junior consultants and supported account pre-sales and business development managers to win business;
• Responsible for knowledge transfer and acting as contact center Subject Matter Expert, shared industry best practices.

Confidential, Herndon, VA

Principal Consultant

Responsibilities:

• Consulted on Cisco ICM/UCCE/ICD and Avaya IC/BA design and implementation for future 1000 companies, planned and defined technical detail solution, conducting project kick of meeting, mentored junior staffs on deployment methodology and core Cisco ICM/UCCE skills. architected Avaya IC/BA solution with Siebel integration for proof of concept project, installed and configured the out of box solution, integrated with Avaya G3 platform, utilized Avaya Business Advocate for voice and email channel contact. installed and configured Avaya Interaction Center (IC) with Business Advocate (BA) for Avaya Global Contact Center, designed workflows and call qualification schema to reflect business requirement, Integrated Avaya IR (Interactive Response - IVR) and Multi-channel solutions for the IC platform. Customized IC desktop CTI with Siebel enabled agent.