Sr. Voice Engineer Resume Minneapolis, MN - Hire IT People

SUMMARY:

Contribute to a high performing team that provides value - driven business benefits through the utilization of voice service capabilities.
IT engineer with excellent communication, team and customer service skills with over 20 years of professional and progressive technical experience in configuration, installation, on-site support, maintenance, documentation, and troubleshooting various technologies for enterprise-sized environments. Initiates process improvements while finding new ways to maximize uptime and productivity. Building and maintaining relationships with business units and vendors utilizing strong verbal and written kills.
Job responsibilities included working closely with the business to determine and create call routing and call delivery to automated systems as well agents, including screen pops, call recording, speech analytics and reporting utilizing contact center platform Cisco UCCE - ICM and Noble Contact Center Suite.
Day to day support of the VoIP environment including CUCM, Unity Connect, CER, Auto Attendent with some experience with SIP gateways.

EXPERIENCE:

Confidential, Minneapolis, MN

Sr. Voice Engineer

Partner with Business units to design, develop and support various call routing solutions and voice technology implementations.
Lead Tech for Noble Contact Center suite to include IVR, ACD routing, message routing, group and skillset delivery and reporting.
Experience with Maestro and Harmoney.
Lead tech in migrating Contact Center from Cisco ICM to Noble Contact Center suite and integrating to utilize CUCM and Unity via SIP connection
Managed and maintained TFN distribution and routing placement.
Strong documentation and Visio skills.
Third party vendor application implementation and support (Workforce Management, Call Recording, Reporting, etc…..).
Vendor management and relationship building with various business units.
Work with system T-1’s and voice trunk allocations.
Project lead for multiple VoIP integration for business projects.
Administered CUCM 6.1,8.6,11.0. Adds, moves, changes for users as well as call routing needs.
Administered Unity Connect. Adds moves and changes for users and Call Handler needs.
Provide Cisco IP IVR scripting and UCCE - ICM call routing, administration and support.
Support multiple call recording platforms to include Calabrio, Witness, Virtual Observer and Castel.
Provide troubleshooting for VolP environment including CUCM, Jabber, Unity Voice Mail, ICM and Noble.

Confidential, Golden Valley, MN

Senior Telecom/Network Engineer

Partner with Business units to design, develop and support various call routing solutions and voice technology implementations.
Lead role implementing Cisco VoIP solution for the Enterprise (two sites).
Third party vendor application implementation and support (Workforce Management, Call Recording, Reporting, etc.).
Vendor management and relationship building with various business units.
Adds move changes and repairs to Nortel Option 81 c, Option 11, Meridian Mail, Meridian Max, Custom Controlled Routing and Symposium.
Work with system T-1’s and voice trunk allocations.
Administered CCM 4.1.
Provide Cisco IP IVR scripting and support.
Assisted in UCCE upgrade to 7.2 and CCM upgrade to 6.1.
Worked with vendor and business to gather requirements, design, build, implement and manage self service IVR applications and Call routing needs on the Cisco ICM platform and the Noble contact center platform
Support Calabrio call recording application.
Provide troubleshooting for VolP environment including unity Voice Mail.

Confidential, Roseville MN

On Site Technician

Adds, moves, changes and repairs to an option 61, Option 81, Option 81C and Meridian mail, Customer controlled routing, Meridian Max, Symposium.
Installation of Norstar, Option 11’s, Option 61’s, Option 81’s, Meridian mail, Meridian Call Pilot, Symposium and T-1 circuits.

Confidential

Mutli-channel communications equipment operator

Installed and operated commutations vans in several training exercises.Team Chief:
Managed and maintained van, equipment and personnel in and out of garrison.Operations Assistant:
Designing and maintaining training exercises for the company.