Shawn Gavan

Contact Center Implementation and Support Engineer at VDS
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Contact Information
us****@****om
(386) 825-5501
Location
Kalamazoo, Michigan, United States, US
Skills

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Bio

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Credentials

  • CCNP - Voice (Expired since 2019)
    Cisco
    Jan, 2005
    - Nov, 2024
  • Contact Center Express
    Cisco
    Oct, 2002
    - Nov, 2024

Experience

  • VDS
    • Business Consulting and Services
    • 1 - 100 Employee
    • Contact Center Implementation and Support Engineer
      • Mar 2022 - Present

      Genesys Cloud CX Genesys Cloud CX

  • Presidio
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Contact Center Engineer
      • Nov 2021 - Mar 2022

      National Contact Center Team

    • Engineer - UC - Voice and Contact Center
      • Aug 2001 - Nov 2021

      Cisco Unified Communications Engineer specializing in large voice over IP and contact center system installations. Experience with design and implementations of complete UC systems for 100's of customers that utilize the following components:- Cisco Unified Communications Manager- Unity Connection- Unified Contact Center Express (UCCX)- Advanced IVR and Scripting for UCCX- Nuance Voice Recognition and Text To Speech / Grammars / VoiceXML- Expressway / MRA- Jabber Instant Messaging and Presence- WebEx - Voice Gateways (SIP, PRI, Legacy TDM, Analog)- Cisco Voice Portal (CVP)- PCCE/UCCE administration and configuration- UCS Servers- VMware Virtualization- Multiple Third Party Applications and Integration - Paging - Call Recording - Attendant Consoles- Switching and Routing- AWS Connect (lab)- Google Dialogflow CX (lab)- Twilio Flex (lab)

  • Netech Corporation - Acquired by Presidio in 2016
    • Sr Systems Engineer
      • Aug 2001 - Apr 2016

      Cisco Unified CommunicationsCisco Contact Center Express / EnterpriseCisco Voice PortalIVR Design and ProgrammingNuance Voice Recognition Jabber / Presence / Collaboration EdgeMultiple 3rd Party voice application (paging, consoles, voice recording, reporting) Cisco Unified CommunicationsCisco Contact Center Express / EnterpriseCisco Voice PortalIVR Design and ProgrammingNuance Voice Recognition Jabber / Presence / Collaboration EdgeMultiple 3rd Party voice application (paging, consoles, voice recording, reporting)

  • SG Web Design
    • Freelance Web Developer
      • Nov 1999 - Sep 2001

      - Web Design - Database Integration (SQL/CFM)- E-Commerce Applications - Web Design - Database Integration (SQL/CFM)- E-Commerce Applications

  • Tele-Connect Plus
    • Systems Engineer
      • Aug 1987 - Nov 1999

      - PBX Engineer - Key Systems- Voice Mail- IVR- CTI- Paging Systems - PBX Engineer - Key Systems- Voice Mail- IVR- CTI- Paging Systems

Education

  • Ferris State University
    Bachelor of Science (B.S.), Electrical and Electronics Engineering
    1985 - 1993

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