VOIP Telecom Technical Lead / Project Manager Resume

SUMMARY

Proven track record of success in overseeing established and start - up of global customer service call centers with focus on cost reductions, productivity, and efficiency.
23 years of progressive experience in design, implementation, and support of telecommunications infrastructure from network cloud / IVR, call flow through to desktop.
19 years project management experience with cross-functional teams.
Enterprise call center redesigns for efficient network and resource use with an annual cost savings of 1.5 million in carrier expenditures.
Practiced with Aspect, Avaya, Cisco call center applications.
Practical use of Genesys world class routing to classify and route calls based on classification of customer’s activity and value.
Proficient in Cisco VOIP UCCE / UCAS platforms.
Achieved 10+ multi-site call center conversions with a variety platforms to Aspect, Genesys, Avaya
Competent in IVR design, voice recognition, and Genesys development.
Skilled using Avaya VOIP, voice mail servers, and user tools.
Understanding how to implement call center call recording and governing regulations.
Experienced IT / UAT project prioritization, initiation, resource allocation, planning, design, execution, QA / user acceptance testing, rollout, and closing support documentation.
Advanced Network Cloud experience with Confidential, and MCI using tools such as Confidential Route-it, Business Direct, and Interactive Advantage for management of Toll free services for up to 3000 Toll Free numbers.
Analytical and innovative review of new technologies with focus on incorporating multiple applications including voice XML IVR integration, CTI data dip / screen pop, and VOIP solutions to align business with up to date technology to enhance business operations.
Development and implementation of Business Continuity Plan for Disaster Recovery, which included required governing board documentation and annual testing.

PROFESSIONAL EXPERIENCE

Confidential, Petaluma, CA

VOIP Telecom Technical Lead / Project Manager

Responsibilities:

Confidential Route-it plan configuration and termination support.
IT test script development for Cisco unit testing.
Avaya support.
Cisco UCCE / UCAS VOIP call center migration.
Call flow creation.
IT and UAT testing lead: test script development and report out to team & C-level executives.
Back office Cisco UCCE implementation.
Management and analysis of 4K Confidential &T toll free numbers.
Architecture design and documentation.
Integration of desktop CTI, call recording, and CRM database with VOIP systems.
Requirements gathering and Project Plan time line development
Architecture engineering design review
Carrier transition of Toll Free numbers and redesign of circuit configuration from PRI-T1s to SIP trunks.
Bandwidth review and capacity planning.

Confidential, Elk Grove, CA

World Wide BPR Project Manager

Responsibilities:

Project life cycle planning and execution for Consumer and Small Business sales tools.
Capital project management, budgeting, planning, and ROI calculations.
Project managed multiple platform, desktop, chat, and web integrations.
Aspect eWFM and call center project management.
Liaison between business and IS&T for defining call center business requirements.
User Acceptance Testing development, release / cut over management.
Worldwide Project management of Store expansion, CHAT, CTI, Softphone, work force management optimization, and CRM integration with desktop.
Environments management.

Confidential, Rancho Cordova, CA

Principal Telecommunications Engineer, Voice & Data Networks

Responsibilities:

Responsible for overall multi-site telecommunications architecture.
Engineered complex voice migration projects: ACD installation, upgrade, and conversion projects with IVR, Avaya, Aspect, Genesys, and Cisco Call Manager systems.
Lead multi-sit conversion to Cisco.
Management of Confidential &T, Sprint, and MCI network clouds, circuit ordering, toll free services management using advanced carrier tools and applications including Route-it, Interactive Advantage, and Business Direct.

Confidential, Rancho Cordova, CA

Principal Telecommunications Engineer, Voice & Data Networks

Responsibilities:

Developed technology assessments, RFPs, and presentations.
Liaised between business and technology groups to translate call center requirements into successful call flow design to meet SLA agreements.
Design, implementation and execution of a comprehensive Business Continuity Process for disaster recovery of key voice services as regulated by the SEC.

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