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Sr Telecom Manager & Project Lead And Developer Resume

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Sunrise, FloridA

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SUMMARY:

Experienced Avaya telecommunication system engineer and applications developer 18+ years of proven in - depth knowledge and significant experience including system planning, implement and administration of ACD, EAS, CMS, CTI and IVR application development.

CORE COMPETENCIES:

  • Extensive and in-depth knowledge of Avaya Voice Communication Infrastructure; Strong hands-on experience in system and application programming.
  • Highly skilled project lead and subject-matter expert in IVR system and applications using Nuance NLSR.
  • Solution-driven and results-oriented professional with excellent verbal communication and written skills equipped with critical, creative, analytical thinking and a get-it-done (the right way) attitude.

TECHNICAL SKILLS:

  • System administration
  • PBX - Avaya CM servers/gateways, voice networks
  • ACD/Call Center - Avaya Call Center Elite/EAS (Expert Agent Selection), Business Advocate (BA),
  • VDN, Advanced Call Vectoring
  • Application development -
  • IVR - Avaya IR system admin, IVR call flow design and programming w/ Avaya Dialog Designer (Eclipse/JAVA IDE), Nuance NLSR multi-lingual IVR applications with Apache Tomcat / Linux.
  • CTI - Avaya AES CTI (TSAPI, JTAPI, CVLAN)
  • Programming - C, .NET (C#, VB), Java, XML/VXML

EXPERIENCE:

Sr Telecom Manager & Project Lead and Developer

Confidential, Sunrise, Florida

Responsibilities:

  • provide first-class telephony support over 6 multi-site with over 2,000 VoIP stations contact centers with Avaya Communication Manager system effectively maintained and administered Contact Center Application systems (HW & WS) including
  • (Outbound Predictive/Progressive Dialer with AES/CVLAN CTI based IR/Intelligent Routing using IR Designer),
  • Witness/Verint Compliance Call Recording/Quality Monitoring system admin, maintenance and upgrade,
  • Implementation of real-time CMS data interface to WFM software with RTA.

SR Telecom Engineer

Project Lead & Developer

Confidential, Erie, Pennsylvania

Responsibilities:

  • Responsible for overall activities of telecommunications systems planning, engineering and operations. Ensures the long-term planning, including circuit forecasts, traffic studies, system capacity, and performance criteria.
  • Oversaw day-to-day support for call center operations from ACD/Skill admin, inbound/outbound dialer, VDN call vectoring to CMS reporting, IVR system monitoring
  • Headed Avaya IR based IVR project deployment designed for multi clients including major national financial institutions with Nuance NLSR/OSDM multi-lingual IVR applications, acted a subject-matter-expert in the design, deploying, maintaining IVR systems with 100% uptime using an innovative dynamic IVR scripting and call vector based routing features.

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