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Cti Solutions Architect Resume

Surprise, ArizonA

EXPERIENCE

  • Over sixteen years of experience in Voice Communication Technologies, Voice over Internet Protocol (VoIP), Contact Center Implementations and Statistical Reporting
  • Advanced expertise in PBX, ACD, CTI, CVP, IP-IVR and TTS technologies
  • Planned and executed large-scale projects for installation and integration of new voice technologies
  • Successfully created, trained and managed Information Technology Teams

CERTIFICATION

  • Cisco Certified Network Professional - Voice (CCNP-V, aka: CCVP)
  • Cisco Certified Network Associate - Voice (CCNA-V)
  • Cisco Certified Network Associate (CCNA)
  • Certificate in Project Management Boston University

TRAINING

  • Customer Voice Portal Implementation v8.0 (CVPI)

EMPLOYMENT HISTORY

Confidential Surprise, Arizona 5/2011 Present CTI Solutions Architect

  • Enterprise Implementation Team senior member for all Cisco Unified Communication offerings:
    • Unified Communications Manager (UCM)
    • Customer Voice Portal (CVP)
    • Unified Contact Center Enterprise (UCCE)
    • Unified Contact Center Express (UCCX)
    • Customer Response Solutions (CRS)
    • Remote Silent Monitor (RSM)
  • Engaged in the full project life cycle:
    • Conducts in-depth discovery
    • Creates detailed Design Documentation
    • Develops custom scripting: VXML, ICM, IP-IVR
    • Installs, configures, integrates, and deploys the designed solution
    • Writes formal test plans that verify proper integration and customization
    • Trains end-users and system administrators to properly interface the systems
    • Provides post-cut support

Confidential Scottsdale, Arizona 5/2010 5/2011 Senior Voice Engineer

  • Design, implement, and maintain the two globally deployed Cisco Unified Communication Systems:
    • Unified Communication Manager (UCM)
    • Unified Contact Center Enterprise (UCCE)
    • Customer Voice Portal (CVP)
    • Unity Connection
    • Cisco MeetingPlace Express 2.1.1.2
    • Legacy UCM 4.1.3 with Unified Contact Center Express (UCCX)
    • Micro-Tel Microcall call accounting system
    • Technical Lead for the Verint ULTRA V10 call recording system

Confidential Glendale, Arizona 1/2007 5/2010 Telecommunications Specialist

  • Implementation team senior member for the global integration of Cisco Unified Communication Manager (CUCM) and Cisco Unity Connection
  • Cisco Emergency Responder (CER) integrator and administrator for the entire North American cluster
  • Project implementer and technical lead for the global rollout of the Cisco Unified Contact Center Enterprise (CUCC-E). Implementation involved:
    • Cisco Intelligent Contact Management (ICM). System is fully redundant with the primary location in Ashburn VA and the secondary in San Jose CA
    • Cisco Unified IP Interactive Voice Response (IP-IVR). System is fully redundant with the primary location in Ashburn VA and the secondary in San Jose CA
    • Nuance Text to Speech (TTS). System is fully redundant with the primary location in Ashburn VA and the secondary in San Jose CA
    • Cisco Computer Telephony Integration (CTI) used to Screen Pop employee information from an internally developed database application
    • Creation and modification of all Contact Center ICM and IP-IVR scripting/call routing for the enterprise

Confidential Phoenix, Arizona 3/2004 1/2007 Lead Technology Specialist Supervisor and project manager for the 911 Technology Team that was responsible for providing 24-7 coordination of installation, maintenance, and technical support for all telephony systems, computer telephony integration (CTI) systems, servers and workstations, GIS mapping systems, and the LAN/WAN equipment needs for 26 active emergency 911 call centers within Maricopa County, Arizona

Confidential Phoenix, Arizona 10/2000 7/2003 Technical Services Engineer Engineered, integrated, and tested Lucents VoIP gateway at Customer Central Offices

Confidential Phoenix, Arizona 10/1995 - 6/2000 PC/LAN Analyst Managed the Telesales Local Area Network Team that was responsible for maintaining three Aspect Automatic Call Distributors, two Predictive Dialers, two PBX's, three Crystal Report servers, three Intelligent Voice Response servers, and two Computer/Telephony Integration servers for five business groups.

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