Senior Unified Communications Engineer

• Dec 2021 - Present

Unified Communications Engineer

• May 2020 - Present

Solutions Architect

• Aug 2017 - Dec 2019

• Collaborate with Sales Team and large government, health industry, and finance institutions to draw IT and business requirements, recommend a suitable voice solution, design the architecture, plan implementation, failover, and manage the customers expectations for a successful transaction. • Managed all Voice Engineering services for over 2,000 users. Perform Move’s, Add’s, Changes on Avaya PBX and supporting servers. Work with customer IT teams to perform voice system upgrades, install patches, and decommission over 200 remote sites. • Maintain a 95% or better Service Level for all voice system trouble tickets, and inquiries. Providing Tier 1- 5 support. • Support and administer contact center WFO and WFM applications and network connected voice servers. • Maintain, administer all SIP trunks, VoiP connectivity. Make all call routing changes for skilled agent groups. Manage carrier relations for SIP, SBC, and Toll-free billing, and maintenance. • Manage and administer customers change management processes for the voice network. Show less

Telecommunications Engineer IV

• Feb 2016 - Aug 2017

- Backbone Engineer of Avaya Proactive Contact Dialers. Avaya Experience Portal design, configuration, and troubleshooting, Avaya Breeze and Oceana install, and snap in workflow creation. WebRTC, SMS Text, Two Way Voice. • Voice Engineer for contact center outbound dialers. Create campaigns, deploy custom PERL and Linux scripting for system automation. Perform all troubleshooting and deploy patches along with system upgrades. • Manage all SQL reporting databases with BI teams to ensure real-time and historical contact center voice reporting metrics. • Perform Moves, Add’s, Changes for Avaya Communication Manager. • Manage all SIP trunking and PRI connections for the outbound contact center. • Meet weekly with business leaders to establish requirements, and collaborate with them to determine new IVR routing strategies, ACD skill changes, and outbound campaign creation. • Document all process, and “how to” documents for Jr. Voice Engineering team members to manage day to day and level 1 troubleshooting. Show less

Senior Manager Technology Applications

• Apr 2013 - Feb 2016

• Support several contact center outbound voice dialers for over 300 agents. • Take part in daily DevOps team standups utilizing Kanban boards for projects. • Create several custom PERL and Linux scripts to automate contact center voice network operations. • Manage all datacenter voice application servers, cabling, and voice network switch ports. • Manage and administer all change management process for contact center ob voice servers. • Work with vendors for Avaya Support ensure maintenance schedules are adhered to and that all patches and system upgrades are in align with current releases. • Meet weekly with business leaders to establish new ACD routing, and outbound campaign strategies. Perform A B testing as necessary. Show less

Owner/Operator

• Sep 2010 - Feb 2013

Provide contact center consulting with relation to predictive Avaya and other predictive dialer platforms. Also consulting on communication manager reporting, skill based call routing, and report creation. Provide contact center consulting with relation to predictive Avaya and other predictive dialer platforms. Also consulting on communication manager reporting, skill based call routing, and report creation.

Operations Director and Sr. Business Analyst

• Jun 2006 - Jul 2012

Oversee all reporting databases; manage reporting analyst staff to develop, create, and execute reporting and analytics. Using Avaya Dialer/PBX tools and custom CRM data. Manager of Avaya Predictive Dialer and Avaya PBX and all related day to day functions and troubleshooting. Meet daily with sales management discussing operational needs and dialer calling strategies. Act as liaison between sales management and IT/Support managing projects and communicating process changes. Reporting and Support Staff Manager for sales departments, Tech Support, Customer Service, Saves departments. Project lead on move of contact center IT/Telephony hardware and network design managing a network and telephony savings to support move. Project lead on site operational and support needs. Analyzed Avaya phone systems to meet optimum performance through outbound dialer campaigns and inbound call routing strategies. Manage and negotiate all Avaya vendor relationships, voice and data network contracts, project lead on all telecomm upgrades and changes. Show less