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Sr. Voice Engineer Resume

SUMMARY:

  • Accomplished Cisco ICM/UCCE/UCCX implementation, Lead and senior infrastructure analyst with 14+ years of experience in end to end design, implementation, Testing and Support
  • 10years of experience in Plan, Design, implementation and troubleshooting of Cisco Unified Communication and Unified Contact Center network.
  • Extensively worked 10 years on Cisco ICM scripting, Advanced level Contact center scripting, CUCM, UCCX, eGain, CUIC, Gateways .
  • Extensively worked on eGain for provision, Reskilling and reporting.
  • Extensively worked on Cisco VOIP , IPT, CUCM, Unity Connection, and Unity Express .
  • Proven Knowledge in Cisco Data, Routing and switching
  • Extensively worked on Cisco UCCE/ ICM and CVP scripting and implemented them in various projects.
  • Active Participation in the Installation and implementation of Cisco UCCE8.x,9.x,10.x,11.x
  • Proven experience of migration projects to Cisco UCCE from Avaya and Nortel.
  • Good Knowledge in Oracle ACME Packet SBC
  • Avaya Platform Experience (CMS, AES, CM, ACD), VDN contact center
  • Hands on experience with Cisco VOIP protocols CUBE, MGCP, H323 and SIP
  • Hands on expertise with Routing protocolsOSPF, BGP, MPLS
  • Good knowledge in deploying routing protocols like OSPF, BGP, EIGRP, RIP on Cisco routers like 2600, 2900, 3600, 3900, 7200 series.
  • Experience working on Cisco Catalyst Series 3750, 4500, 4900, 6500.
  • Configuring Cisco UCS servers and VMWare,ESXI for UC/UCCE deployments
  • Familiar with change management/Support process with HPSM
  • Comprehensive working knowledge on Nortel/Avaya PBX and contact center Symposium scripting
  • Good Knowledge in Verint Call recording and NICE Call Recording system
  • Good Knowledge in Verint Quality Monitoring and Workforce management systems.
  • Trained in Genesys contact center Framework, GVP and T - servers.
  • CCNA, UCCE I & S, CCIE Voice Qualification (written) Certified.
  • ITIL V3 certified.

PROFESSIONAL EXPERIENCE:

Sr. Voice Engineer

Confidential

Responsibilities:

  • Involved in discussing Requirement Clarifications with multiple technical and Business teams.
  • Developed UCCE/ICM scripts for the complex contact call flow for the Confidential contact center.
  • Troubleshooting with CVP, Call studio, Media server and UCCE ICM components Router, Logger & PGs, and Cisco Finesse.
  • UCCE tech Refresh/Upgrade from 9.1.2 to 11.5
  • CUCM/CUC Upgrade from 9.1.2 to 11.5
  • Developing UCCE/ICM scripts per work requests
  • Worked on advanced level contact center scripting.
  • Installation of all UCCE 11.5.components as per the technical deployment documents
  • Working with eGain reporting and eGain infrastructure support
  • Migrating Avaya PBX, Aura contact center to Cisco UCCE
  • Implementation and support Avaya PBX, Aura Contact Center, VDN, Vector etc
  • Avaya Contact center support,Avaya Platform Experience (CMS, AES, CM, ACD)
  • Configuring Cisco UCS servers and ESXI/VMWare for UC/UCCE deployments
  • DevelopingUCCE/ICM scripts as per Business and project requirement
  • ICM configurations, bulk uploads (Skill groups, Services, Route, Variables, etc)
  • Developing custom functions that are used in ICM scripting. eGain realtime and historical reporting.
  • Used eGain for provision and agent reskilling
  • Troubleshooting call routing issues on UCCE/ICM Scripts
  • Troubleshooting Call Manager and CUBE call routing issues
  • ICM configurations, bulk uploads (Skill groups, Services, Route, Variables, etc)
  • Router, Logger, AW, HDS, PG, CVP, VXML server configurations.
  • End to End ICM call flow testing and System/UAT testing Support.
  • Troubleshooting ICM call routing issues on MS SQL server database
  • Supporting and troubleshooting Call manager and ICM production Issues..
  • Supporting and troubleshooting ICM/UCCE infrastructure Issues.

Sr. Network Engineer

Confidential, Chicago, IL

Responsibilities:

  • Involved in discussing Requirement Clarifications with multiple technical and Business teams.
  • Created and maintain architecture and Technical Design Document from the requirement document.
  • UCCE tech Refresh/Upgrade from 9.1.2 to 10.5.2
  • CUCM/CUC Upgrade from 9.1.2 to 10.5.2
  • Developing UCCE/ICM scripts per work requests
  • Installation of all UCCE 10.5.components as per the technical deployment documents
  • Configuring Cisco UCS servers and ESXI/VMWare for UC/UCCE deployments
  • DevelopingUCCE/ICM scripts as per the call and project requirement
  • Developing custom functions that are used in ICM scripting.
  • Troubleshooting call routing issues on UCCE/ICM Scripts
  • Troubleshooting Call Manager and SBC call routing issues
  • ICM configurations, bulk uploads (Skill groups, Services, Route, Variables, etc)
  • Router, Logger, AW,HDS,PG,CVP,VXML server configurations.
  • End to End call flow testing and System/UAT testing Support.
  • Troubleshooting call routing issues on MS SQL server 2008 database
  • Supporting and troubleshooting Call manager and ICM production Issues.
  • Supporting and troubleshooting UCCE infrastructure Issues.

Sr. infrastructure Analyst

Confidential, Bloomington IL

Responsibilities:

  • This was a migration project from Avaya contact center to Cisco contact center.
  • Involved in discussing Requirement Clarifications with multiple technical and Business teams.
  • Created and maintain architecture and Technical Design Document from the requirement document.
  • Installation of all UCCE 9.0 components as per the technical deployment documents
  • Installation of UCCE 9.0 components in Duplex deployment model environment.
  • Configuring Cisco UCS servers and VMWare for UCCE deployments
  • Configuring Cisco UCS C 240 Rack server with VMware vSphere Esxi.
  • Installed and deployed Cisco CUCM, Unity Connection
  • Installed and deployed Cisco VOIP Gateways, UCM,ICM,PGS,CVP,CCMP,
  • Configuration of gateways,CUCM,ICM,CVP,PGS,CCMP,CUIC,CAD as per business requirement.
  • Installation and configurations of UCCX 9.0 components in Duplex deployment model environment.
  • Configurations of gateway Dial peers,IPT/CUCM, Unity voicemail systemand Cisco IP phones.
  • Configurations of entire ICM,CVP as per the business requirement.
  • Developed ICM scripts as per the call and project requirement.
  • Gateway dial peer configurations as per the business requirement.
  • Testing of end to end call flow.
  • Implementing and supportingverint Call and screen Recording system, WFM and QM components.
  • Handling technical escalation for the contact centre operations.
  • Supporting and troubleshootingUCCE infrastructure.

Network Engineer

Confidential

Responsibilities:

  • Planning, Design and implementation of UCCE 8.xsolution for Confidential network
  • Migration from Nortel IPT and Contact center solution to Cisco UCCE 8.x
  • Installed and deployed Cisco Gateways,CUCM,ICM,PGS,CVP,CCMP,CUIC,CAD/CTIOS.
  • Developed ICM scripts as per the call and project requirement.
  • Migration/upgrades UC cluster(CUCM,UnityConnection,UCCX)
  • Configurations of gateway Dial peers, CUCM, Unity voicemail system and Cisco IP phones.
  • Handling integration between Nortel and Cisco network
  • Implementation and support for Nortel and Cisco UCCE solutions.
  • Installation and configurations of UCCX 9.0 components in Duplex deployment model environment
  • Worked extensively on Cisco data network.
  • Configuration of Cisco switches and routers
  • Worked on routing protocols OSPF, BGP and MPLS
  • Identifying, troubleshooting and resolving incidents related to Switching VLAN.
  • Supporting Cisco CUCM,UCCE and Nortel PBX, Nortel Symposium scripting and IVR
  • Implementation, troubleshooting and maintenance of Nortel Meridian 81C (EPBX).
  • Configuring Digital & Analog Phone Features, Configuring Extensions on Nortel Meridian option 81C (EPBX).
  • Implementation Nortel Symposium scripts for contact center
  • Configuring and troubleshooting layer-3 routing protocols like OSPF, EIGRP & BGP.
  • Install, Configure, troubleshoot and upgrade Cisco routers and switches (Routers 3800, 2900, 2800, switches 2960, 3750, and 4500).
  • Maintaining the networking devices which mean racking, stacking & cabling for the networking devices.
  • Identifying, troubleshooting and resolving incidents related to VLANs, access and trunk port configurations, Physical layer connectivity and virtual server connectivity.
  • Identifying, troubleshooting and resolving incidents related to OSPF, BGP, EIGRP, etc.

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