SUMMARY

• A Senior Telecom Lead with commendable technical skills with 9.7 years of progressive experience in providing high end Contact Center Solutions.
• Possess demonstrated ability to Design, Implement, Develop and provide strategic technical solutions to meet customer expectations.
• Reliable contributor with strong presentation, leadership and customer interaction skills.
• Attitude to learn new technologies quickly and highly flexible.
• Well developed technical skills include:

TECHNICAL SKILLS

Cisco UCCE/ICM (v8.5,7.2.3,5.0): Implementation, Scripting, Configuration, Routing Design, Troubleshooting, SQL Database Schema, Automation, Cisco CUIC

CTI: Cisco CTI 8.5, Avaya AES

Avaya: Avaya ACD VDN/Vectors, CMS

Carrier Based Routing: AT&T Route - it

Call Recording: NICE

IVR: Cisco Voice Portal, TellMe, Eckoh, Nekotec, Holly.

Database: Microsoft SQL 2008, 2005, 2000

Operating System: Windows 2008, Windows 2003

Reporting: Cisco CUIC, Cisco Web View, Avaya CMSDesktop CRM Applications SalesForce, B&S, Sales and Servicing Portal, CSP, WallBoard, VMetrics

Workforce Management: Aspect eWFM

PROFESSIONAL EXPERIENCE

Confidential,Mountain View. CA

Contact Center Team Lead

Responsibilities:

• Team Lead for both onshore and offshore Contact Center team.
• Analysis, Design, Development and implementation in UCCE for Call Routing projects.
• Lead for all Major infrastructure projects including company separation of Contact Center infrastructure from Symantec, Voice Migration from Verizon to British Telecom, Implementing new UCCE infrastructure etc.
• Provide architectural solutions for business requirements.
• Troubleshoot all Contact center related issues extensively in UCCE, CTI, Finesse, B&S Adapter, CVP, CUIC, RTA Gateway, eWFM.
• Involved in all infrastructure changes.
• Provide training to new resources and mentoring the team.
• Create Change Management process. Approver and Reviewer of all Contact center changes.
• Work with multiple third party vendors (eLoyalty, Verizon, British Telecom, SalesForce, Aspect, B&S) for project development and support issues.
• Work with Cisco TAC for roadmap planning and for product related issues.
• Provide Weekly SLA and team progress report to higher leadership.
• Communication to Senior Business and IT Leaders on Major changes, impacts.

Assistant Consultant

Confidential, Phoenix

Key responsibilities:

• As a lead, managing 12 resources supporting entire American Express Voice infrastructure globally.
• Troubleshoot complex UCCE/ICM issues for two separate instances and provide solution.
• Troubleshoot Avaya VDN, Vectoring issues and provide solution.
• Escalation point of contact for all Incidents under voice infrastructure for American Express Globally.
• Perform UCCE infrastructure and Script changes.
• Provide training to new resources and mentoring the team.
• Involved in UCCE road map planning for American Express.
• Review complex project deliverables to ensure quality.
• Use of utility tools like RTTEST, OPCTEST, PROCMON, ASAI TEST, DUMPLOG, VRUTRACE, CTISERVER, DUMPCTI etc.
• Extensive use of ICM tables for troubleshooting.
• Troubleshoot Cisco CUIC, ICM CTI and screen pop issues.
• Work with Cisco TAC for product related issues/bugs.
• Resolve issues in Domain Controllers and Active Directory.
• Involved in implementing new 10.5 UCCE Lab environment.
• Create change management process for newly deployed platforms.
• Reviewer and approver for change management request for changes related to Cisco UCCE.
• Provide periodic updates about outage and resolution for senior management at American Express.
• Work with third party vendors for issues existing in third party network.
• Lead internal audit and took remediation steps to be compliant based on AMEX security policy. Provided solution in restricting additional access to all UCCE users using corporate Active Directory and UCCE User List/Feature Control set.
• Manage Application Inventory for Amex globally for all Cisco UCCE and Avaya components.

IT Analyst

Confidential, Phoenix

Responsibilities:

• Primarily responsible for implementing new Cisco UCCE 8.5 infrastructure.
• Implementation and integration of Cisco UCCE 8.5 with various call center applications and Avaya Voice components.
• Migration of all configuration and scripts from ICM 7.2.3 infrastructure to new UCCE 8.5 platform.
• Review statement of work for different vendors and various proposals.
• Involved in Hardware and software procurement process.
• Work with IBM server and networking team to deploy windows servers as per requirement for UCCE.
• Work with Cisco in procurement of software and deploy the new infrastructure.
• Build VRU Peripheral Gateways (PG) and CTI.
• Upgrade ACD Peripheral Gateways.
• Preparing build docs for New Site Installs, coordinating with multiple vendors, installing the ICM setup and testing it post build.
• Integration of NICE call recording with ICM.
• Worked with multiple desktop application and various vendors to deliver a CRM solution and custom screen pop for call center agents.
• Steer and guide Voice team per the blueprint road map of voice technologies.

Confidential

IT Analyst

Responsibilities:

• Technical lead for Voice Application Services team for American Express.
• Involved in application life cycle development such as requirement gathering, analysis, design, development, testing and deployment of contact center applications.
• Provide solution and high level sizing for the project.
• Create new Peripheral Gateway, Skill Groups, Service, Translation route and perform other ICM configuration manger changes.
• Design new routing scripts, administer existing ICM scripts and maintain all aspects of ICM and ACD routing.
• Key player in development of ICM applications for American Express CARD and American Express Business Travel ICM instances.
• Existing business call flow changes, Perform Holiday Routing changes.
• Perform DMP changes in central controller & ICM DBA changes.
• Maintain SQL tables and database used for call routing.
• Migration of Time of Day routing from Avaya vectoring to ICM for all markets globally.
• New Site installs.
• Project planning along with all interfacing application teams and third party vendors like ATT, British Telecom.
• Identifying cost benefits to the client.
• Design new routing scripts, administer existing ICM scripts and maintain all aspects of ICM and ACD routing.
• Integration of ICM with Next GEN IVRs (TellMe, Holly, Eckoh, Nekotec).
• Build and test ICM scripts for VRU integration and call routing.
• Created test environment to perform system integration test with all voice components.
• Migration from Periphonics to Next GEN voice response system.
• Integration of ICM with Call recorders and Outbound Aspect dialer.
• Design BCP solutions and scenarios.