Experience

Experis Technology Group

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Contact Center Consultant

  • Aug 2011 - Present

  Senior Voice Engineer supporting 7 x 24 Global Financial Contact Center with 100 agents. Systems include Avaya Communication Manager, AES, Voice Portal, Call Back Assist, Interaction Center, Nice Perform Recording, IEX Workforce Management and Inova Wallboards. Responsible for day to day support in dynamic environment and consultant for changes and enhancements. Senior Voice Engineer supporting 7 x 24 Global Financial Contact Center with 100 agents. Systems include Avaya Communication Manager, AES, Voice Portal, Call Back Assist, Interaction Center, Nice Perform Recording, IEX Workforce Management and Inova Wallboards. Responsible for day to day support in dynamic environment and consultant for changes and enhancements.



Fujitsu

• IT Services and IT Consulting
• 700 & Above Employee

• Call Center Engineer

  • May 2014 - Oct 2014

  Call Center Engineering supporting a major Heath Insurance Company in Durham, NC. Call Center Engineering supporting a major Heath Insurance Company in Durham, NC.



Computer Sciences Corporation

• India
• Retail
• 1 - 100 Employee

• Senior Voice Engineer

  • Aug 2005 - Feb 2010

  Design, manage projects and implementation of telephony solutions including programming, procurement of equipment, and carrier services for PBX, Voice Mail, IVR, Call Management System. Design, manage projects and implementation of telephony solutions including programming, procurement of equipment, and carrier services for PBX, Voice Mail, IVR, Call Management System.



AT&T Solutions

• Telecommunications
• 100 - 200 Employee

• Sr Voice Engineer

  • Jul 1998 - Aug 2005

  Enterprise-wide Voice Engineering for client Textron. Primary responsibilities design, project management and implementation of telephony solutions including AT&T Routing using Advanced Features, Avaya PBX and voice messaging hardware and software programming supporting projects and to maximize utilization of features. Introdution of call center technologies including Toll Free Advanced Network Features, Avaya PBX/ACD/Vectoring, Predictive Dialer, Conversant IVR and Call Management System. Enterprise-wide Voice Engineering for client Textron. Primary responsibilities design, project management and implementation of telephony solutions including AT&T Routing using Advanced Features, Avaya PBX and voice messaging hardware and software programming supporting projects and to maximize utilization of features. Introdution of call center technologies including Toll Free Advanced Network Features, Avaya PBX/ACD/Vectoring, Predictive Dialer, Conversant IVR and Call Management System.



BCBSNC

• Insurance
• 1 - 100 Employee

• Telecom Analyst

  • 1997 - 1998

  Provided design, programming and implementation expertise for the PBX/ACD supporting 18 call centers. Designed, implemented and maintained IVR applications and reporting. Provided supervisor and agent training, cust report development and CMS report interpretation. Provided design, programming and implementation expertise for the PBX/ACD supporting 18 call centers. Designed, implemented and maintained IVR applications and reporting. Provided supervisor and agent training, cust report development and CMS report interpretation.


Anthem
• Management Consulting
• 1 - 100 Employee
• Telecom Analyst

  • Feb 1987 - Jun 1997