Sr. Voice Engineer Consultant Resume

EXPERIENCE:

Sr. Voice Engineer Consultant

Confidential

Responsibilities:

Designed and implemented complex call flows based on business requirements and standards that adhere to Cisco best practices.
Performed ICM and CVP scripting for various business units.
Was responsible for tier 3 troubleshooting as the highest escalation point for all voice and UCCE related issues.
Responsible for supporting Cisco UCCE which included ICM, Cisco Unified Communications Manager, IPIVR, and Cisco Voice Portal.
Performed upgrade from ICM 8.5 to ICM 10.x in a green field build.
Created as built documentation for existing environments.
Configured a fully integrated CUCM SME clusters via SIP trunks.
Configured mobility features such as mobile voice access, extension mobility, and remote destination profiles in CUCM.
Implemented Unity integration with CUCM via SIP, and Unified Messaging with Exchange.
Designed, Implemented and tested call and interview handlers in Unity Connection.
Worked with Acme Packet SBC within a LAB environment.

Voice Engineer

Confidential

Responsibilities:

Responsible for completing voice network documentation for internal and client use.
Performed ICM and CVP scripting integrating with SQL thought data dips, JNDI, and web services.
Implemented ICM 8.x and CVP 8.x.
Deployed new ICM environments, including the build of all components: Router, Logger, PGs, AW/HDS, and CUIC.
Troubleshot various call routing issues within UCCE and CVP, using my knowledge of voice protocols and Cisco's voice products.
Performed upgrades from ICM 8.5.1 to 8.5.4.
Performed upgrade from ICM 7.5 to ICM 8.5 in a green field build.
Planned, designed, implemented and supported IPT applications and network infrastructure for small, medium and large enterprise type of businesses located world - wide.
Configured all aspects of Unity including Call Handlers.
Customized Unity Connection to customer standards and requirements.
Configured mobility features such as mobile voice access, extension mobility, and remote destination profiles in CUCM.
Responsible for supporting Cisco Emergency Responder, Cisco Unified Presence Server.
Worked with new Cisco IP phones, specifically Cisco 9971 with SIP.
Worked closely with Cisco TAC to resolve critical issues in a timely and efficient manner.
Helped with any other Cisco issues that the product engineering team ran into including, but not limited to: CER, Unity Connection, CUCM, and UCCX.
Extensive experience with multiple VoIP protocols such as SCCP, MGCP, H.323, and SIP.
Administration and configuration of Cisco Unity subscribers, call handlers, auto attendants, and directory handlers.
Administered and configured Unity Connection, Cisco Emergency Responder, and Cisco UCCX.
Developed technical support policies and procedures.
Upgraded firmware on various models of Cisco IP phones.

Voice Engineer

Confidential

Responsibilities:

Installed and setup CTIOS Client and CAD for various agent scenarios and setup appropriate screen pops per customer requirements.
Troubleshot ICM and CVP problems of all kinds.
Administered all Cisco UC and UCCE operational bug updates and upgrades. Includes daily scripting of ICM and IVR for business.
Planned and tested enhancements and upgrades to VoIP systems.
Deployed new ICM environments, including the build of all components: Router, Logger, PGs, AW/HDS, and Webview.
Designed IP Telephony solutions for 20,000 users using Cisco Call Manager and Unity.
Configured all aspects of Unity including Call Handlers.
Implemented UCCX Placeholder and Placeholder for small call centers and performed all scripting for needed.
Performed Call Manager 4.x cluster migrations to balance remote sites evenly among the clusters.
Built replica of production VoIP system in a lab environment.
Installed and configured IPCC Express for small call centers and built all necessary scripts.
Experienced in Unity Connection and Unity Express integrations with CUCM and CME.

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