Voice Engineer Resume Profile

PROFESSIONAL EXPERIENCE:

Senior Telecom Voice Engineer Current

Provide hands on senior level telecommunications services.
Manage Telco vendor relationships.
15 years of experience deploying and maintaining multi-location telecom systems.
15 years Project Management, VOIP/Telephony/Contact Center Implementation Engineering
15 years with Avaya/PBX/IVR/CMS/AES/AUDIX/AURA
Experienced with at home agents and co-location installations
Familiarity with PCI compliance guidelines
Manage Qfiniti Etalk, Verint Witness recording servers
Maintain, monitor Avaya S8800/S8700/S8500/DL360 class media servers and gateways.
Avaya Contact Center Engineer Centre Vu CMS ACD BSR VDN ACD and vector programming.
Administer Avaya Modular Messaging, Audix.

Confidential

Voice Telephony Engineer

Responsible for the installation, maintenance and repair of telecommunications equipment multiple sites.
Avaya Communication Manager, Avaya System and Session Manager, Avaya System Administrator.
Maintained Nortel Opt. 81C, 61C, 11C PBX's
Maintained Avaya G3 PBX environment with s8720 communication manager servers, Cisco CM 7.0.
Ensured proper management of inventory for all circuits, T1s, modem lines and toll free numbers.
Performed technical upgrades including planning, scheduling, testing, and coordinating.
Served as technical specialist/lead on a functional basis, for the resolution of complex telecom network problems.
Instrumental in setting up a disaster recovery plans between multiple sites.

Confidential

Avaya / Nortel Analyst

Supported the telecommunications system for two a multi-tenant 700 seat call centers.
Avaya contact center support Technician Coordinated move, add, change and disconnect activities
Provide status reports, problem summaries, and project status.
Managed moves and changes to telecom equipment and all necessary programming.
Worked with team members and business units to maintain an enterprise wide unified dial plan.

Confidential

Sr. Voice Engineer

Participated in company planning at all levels to ensure voice and data communication services were available.
Migrated legacy telecom systems to one platform.
Evaluated bids, selected vendors, negotiated and administered contracts.
Monitored the voice ticket queue and updated and escalated tickets in accordance to Service Level Agreement requirements.
Contact Center skills: Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, CMS Supervisor, Moves, Adds and changes, Avaya 1X agent, Avaya IP agent, Modular Messaging, Transera ACD, IP Telephony Analyst, Avaya Engineer, IPT MACD Analyst, Avaya Technician Call Center, Circuits.
Additional Telecom Skills and Certifications: Avaya Communication Manager, Avaya Session Manager, Avaya CMS, Avaya Meeting Exchange Audio Conferencing, Avaya Intuity Modular Messaging, Avaya AES, Nortel Meridian, Witness, Call Copy and Etalk Qfiniti monitoring servers.