John Benson

Lead Contact Center Consultant / Telephony Engineer at Swampfox Technologies
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Contact Information
us****@****om
(386) 825-5501
Location
US
Skills

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Credentials

  • Getting Started: Agile Meets Design Thinking
    Coursera
    Nov, 2016
    - Nov, 2024

Experience

  • Swampfox Technologies
    • United States
    • Software Development
    • 1 - 100 Employee
    • Lead Contact Center Consultant / Telephony Engineer
      • Dec 2018 - Present

      Engage with customers to gather business requirements to review call center technologies supporting their business goals and strategies. Implement advanced Avaya call center features, callback and intelligent routing applications. Responsible for root cause analysis and developing processes to overcome barriers. Serve as a technical lead and mentor for peers and clients. Create and maintain precise client documentation of call center programming. Engage with customers to gather business requirements to review call center technologies supporting their business goals and strategies. Implement advanced Avaya call center features, callback and intelligent routing applications. Responsible for root cause analysis and developing processes to overcome barriers. Serve as a technical lead and mentor for peers and clients. Create and maintain precise client documentation of call center programming.

  • Magellan Health
    • United States
    • Hospitals and Health Care
    • 700 & Above Employee
    • Lead Voice Communications Engineer
      • Oct 2012 - Nov 2018

      Support for a health care company in a multi tenant single Communications Manager environment comprising 8,000 voice endpoints with 1,200 call center agents. Design, deploy and support call center applications using Avaya ACD features, including integration with Voice Portal/Experience Portal in a CTI environment. Support multiple DS3 and SIP transport facilities. End user station support including both in office and WAH staff utilizing a combination of the Avaya One-X platform and 9611/9608 phones in VPN/SIP mode. Develop and support Avaya One-X Attendant integration with Active Directory. Provide Telecom Expense Management support by reviewing inventory for services no longer used or needed.

  • Carey International
    • United States
    • Taxi and Limousine Services
    • 200 - 300 Employee
    • Telecommunications Engineer
      • 2002 - Oct 2012

      Supported Avaya Communication Manager Systems, CMS, Work Force Management, voice recording and voicemail for offices and call centers in 11 US locations and 1 in London, England. Plan and manage transport services, SONET (OC-3), SIP, T1/T3. Manage equipment maintenance contracts and voice & data agreements. Budget and Telecom Expense Management. Supported Avaya Communication Manager Systems, CMS, Work Force Management, voice recording and voicemail for offices and call centers in 11 US locations and 1 in London, England. Plan and manage transport services, SONET (OC-3), SIP, T1/T3. Manage equipment maintenance contracts and voice & data agreements. Budget and Telecom Expense Management.

  • Avaya
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Call Center Consultant
      • 1998 - 2002

      Consulted with Fortune 500 customers to gather business requirements and implement appropriate Avaya call center features. Created new or analyzed and modified existing call center design. Managed and programmed all stages of the new implementation. Trained customers how to use Avaya call center tools. Delivered complete sets of documentation to the customer to maintain their call center. Assisted and mentored new hires and provided technical assistance to peers as needed. Consulted with Fortune 500 customers to gather business requirements and implement appropriate Avaya call center features. Created new or analyzed and modified existing call center design. Managed and programmed all stages of the new implementation. Trained customers how to use Avaya call center tools. Delivered complete sets of documentation to the customer to maintain their call center. Assisted and mentored new hires and provided technical assistance to peers as needed.

  • Bally Total Fitness
    • United States
    • Wellness and Fitness Services
    • 500 - 600 Employee
    • Senior Telecommunications Analyst
      • 1996 - 1998

      Administered and maintained an Avaya PBX supporting a health and fitness company with call center operations including customer service, collections, telemarketing and membership renewals. Developed and managed call center design in accordance with business needs. Provided daily, weekly and monthly reports consisting of CMS data and AT&T network data. Maintained DS3 and ISDN-PRI services. Managed the implementation of CTI on the PBX to support a Davox predictive dialer and Comverse digital recording system. Coordinated and managed the installation of KSU equipment at 330 health clubs in 24 different states. Programmed changes to AT&T toll free routing via RouteIT for various marketing campaigns.

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