Call Center Software Engineer

Joseph A. White

*** ******* **. ******* **. *****

ad5tel@r.postjobfree.com 508-***-**** )

SUMMARY

• Highly motivated Telecommunications Software Engineer with 25+ years of experience, recognized for ingenuity and use of acquired knowledge providing award winning customer support, implementation, and maintenance, while providing extraordinary technical resolution (solution) in a timely manner.

• Last 2 years have been migrating Phone systems for agencies over to the Cloud to other hosted Phone Contact center systems. Project/Product management along with Vendor relationship management.

• Avaya Tier 3 Call Center Engineer with 20+ years expertise in Call Center Avaya, Cisco, Nice & Genesys and third-party processes, tools, and products such as Avaya CM Versions 7,8 and up. S8xxx, Legacy, AES, CMS, SBC, Sess Mgr, Sys Mgr, Intuity-Audix, IVR, Intuity, Nice UCaaS CXONE, Cisco Unity Witness, IC, and Genesis Engage. T-Server & CTI.

• Experienced in working with call center technologies in data and (VOIP), RTP stream networking environments, traditional voice and Data Cisco ICM, PG’s, some experience with SBC Acme Packet.

• Strong skills troubleshooting all aspects of call centers and their design such as ACD call flows, Vectors, VDN’s, Split/skills, hunt groups, Agents, EAS, CMS (Supervisor), IP agent as well as CTI/ASAI, AES, cvlan/tsapi/jtapi/ Session, and System Manager.

PROFESSIONAL EXPERIENCE

State of North Carolina (TEKsystems contract) January 2023 - December 2023

Sr. Call Center Voice Cloud Migration Engineer ( Remote 1 year )

• Performed Call Center Operations Analysis on Agency locations ( Sites ) on existing Avaya Series 7, 8,9 Call centers for best implementation of Call Center and Applications Cisco, NICE

• Supported and organized teams and supervised vendors for project initiatives and milestones for preparation and implementation and maintenance of Migration of State Agencies ( Site Locations ) From Avaya Solution from on prem PBX to a UCaaS solution of Cisco UCS and NICE CXONE Solutions. Most were Hybrid Cisco & NICE Solutions and Including on some Ring Central and Five 9 Platforms

• Supported existing Avaya infrastructure on all Levels L1/ L2/L3 support, including Upgrades, including testing new Cisco Solution Infrastructure as well as NICE CXONE UCaaSS Hosted Solution throughout the move to Cisco-NICE CCAI CCAI Platform, the CCAI suite Virtual agent powered by Dialogflow CX Agent Assist SMS Call Routing

• Served as lead engineer and project manager handling all facets including administration of an Avaya on prem PBX to Cisco, Nice UCaaS solution.

Ascension Health (TEKsystems contract) June 2022 – October 2022 (remote)

Telecommunications Team Lead

• Served as lead engineer and project manager handling all facets of an Avaya to Genesys cloud migration.

• Led teams and supervised vendors for project initiatives and milestones.

• Supported existing Avaya infrastructure throughout the move to Genesys

• Prepared and organized teams and supervised vendors for project initiatives and milestones for preparation and implementation and support for all Migration rollout and Implementations with ongoing support.

Convergeone (NACR ) FullTime Eagan, Mn

Advanced Diagnostic Engineer Tier 3 CSC Premier Team Jan 2019 – June 2022

Specialties

Provided managed services for Unified communications, SIP,VOIP & data voice infrastructure traditional cloud and Hybrid, Avaya, Cisco and Hybrid software and all Associated Applications such as Genesis, WFO, Nice and Vendor PBX’s, Cisco, Mitel,Nortel,

Duties :

• Provided Tier 2 & 3 ( L2/L3) remote and on-site support for All customer Avaya hosted cloud, Legacy and Enterprise products and peripherals on a continual problem and project basis.

Was responsible for escalating to Avaya Tier 4 and also for RCA's for customer issues as well as supporting every customer product as defined in their managed services contract. Vendor PBX’s, Cisco, Mitel,Nortel

• Duties included upgrades, design implementation and maintenance for Avaya Aura CM, System Manager, Session Manager, SBC 's embedded CM, and other Voicemail products including AES, Media Gateways and LSPs.

• Staged, programmed Avaya servers in-house to be implemented on customer site including moving customer systems; worked closely with software design to determine product direction and post sales customer interactions including training and follow-up. Supported older Legacy products i.e.G3si, G3R with troubleshooting, adds moves and changes; programming and assisting customers with call center reporting and statistics in the Avaya ACD, EAS Call Center Environments

• Coordinated and supported design of SIP based programming trunking and phones including troubleshooting and patching. Networking SIP, H.323 and T.38 protocols SIP providers. Ring Central

• Coordinated with LEC and Cloud network providers on fixing and implementing SIP, ISDN-PRI, and MPLS networking including POTS and DID trunking.

• Added customer licensing and features via PLDS and RFA as well as manged many product and Network upgrades coordinating with each piece of customer & vendor infrastructure.

Teksystems Consulting for British Telecom Boston, MA

Avaya UC Voice Engineer/Project Management Nov 2017-DEC 2018

• Performed moving and decommissioning of Avaya software and all peripheral Applications associated with several Sites that were being moved or completely decommissioned . Including Avaya Media gateways, IVR’s, System & session Manager, MMS, CMS, CTI/AES and Voice & Data Including SIP Trunking .

• Programming of Avaya CM Contact Call Center, ACD Vectoring, Split-Skills and complex call routing.

• Performed Project Management of these moves and decommissions with Client Project managers, Carrier exchange Vendors as well as with all peripheral Applications, WFM, NICE,AT&T . Responsible for managed services encompassing all Vendor PBX’s and Voicemail systems in customer environment for Design and maintenance, programming of MITEL, SEIMANS, CISCO and peripheral applications

• Had to organize, set time oriented goals and tasks with documentation and coordinated with all Application, End User and Carrier vendors for process before during and follow up after actual decom or relocation.

• Coordinated and performed 1st day support of all applications and finish remaining software adds, moves or changes until project was successfully signed off with customer satisfaction.

Starwood Hotels (subsidiary of Marriott) Aquinas Boston, MA

Avaya Voice Engineer/SIP Migration Expert Sep 2015 – October 2017

• Telecom Engineer performing day-to-day Operations, development planning and Integration of Avaya ACD, UC & CM Core Systems. Migration, Install, MTCE and SIP Migration including some Cisco ICM CVP platforms Network engineering,Troubleshooting,UCS,Storage,linux,unix,UCS-B,UCS-C,NetApp,EMC

• Remote support for VMware Platforms for Session Border Controllers, Avaya Migration to latest Avaya Solutions/platforms

• Upgrades and patch management of all Avaya Platforms

• Implementation, maintenance and design of most Call Center Solutions (Avaya) CM, Aura messaging, IVR, SMGR, CTI/AES and Mid-Large Platforms

Quadrant Software LLC ( Netlert ) Mansfield MA

Sales Engineer May 2013 – February 2015

• Sales & Support Engineer for Pre and Post sales, Implementation and maintenance of our

Avaya Devconnect Call Center Reporting Web based Products called NFocus

• Duties include providing customer prospect demo’s, continuing education of products with Avaya Business

DevConnect channel partners.

• Design and Implementation of NFocus with Avaya platforms including Avaya CM, CMS, AES

that interfaced with NFocus VM Windows & Linux platforms and Implementing the storage of call center data using Tomcat and enterprise level MySQL database.

• Coordinating with Avaya with opening RT ODBC Sockets on CMS to allow NFocus to collect real time and historical data. Programming and assisting customers with call center reporting and statistics in the Avaya ACD, EAS Call Center Environments

• Also provided support on Networking SIP, H.323 and T.38 protocols for our QDV Virtual Fax products that integrate with Avaya, Cisco CM’s and SIP providers.

Dell Harvard-Pilgrim Quincy, MA

Sr. Telecom Engineering Analyst (Contract) OCT 2012 – OCT 2013

• Supported and resolved all voice/telephony problems; working with clients on telephony/voice related moves, adds, changes; coordinated scheduled outages when required; complex vector programming and VDN changes; proactively implemented and supported preventative maintenance procedures.

• Provided support for functional call center leaders, telecom engineers and management on CRM deployments VOIP, Voice XML Technologies, Multi-Channel Contact Center Applications, Workforce Management and Call Recording.

• Primary support of existing Application Enablement Server 4.2.3 and Implementation and design of New 6.1.3 AES for 1X, AVP Screenpop Project.

• Resolving simple to very complex problems while exercising sound business and technical judgment; advanced support of a call center environment assisting in the design and implementation of new contact center technologies.

Sovereign/Santander Bank Dorchester, MA

Sr. Technical Manager/Engineer Avaya Jan 2011 – Nov 2012

• Engineered and built For large numbers of users 1000 + complex local and enterprise-wide Integrated Telephony networks and solutions, such as our Avaya CM’s 5.2.1 Adding Media Gateways G450s.

• Performed Adds moves and changed within Avaya (some Cisco) UDP Route patterns.

• Administering trunking routing of SIP, ISDN-PRI T1s.

• Perform troubleshooting, maintenance and implementation of everyday issues including PCNs and firmware upgrades.

• Provided software and hardware support requiring complex integrated configurations in the areas of PBX, IVR, Multimedia, CTI, LAN/WAN, VoIP, SIP and TCP/IP.

• Assisted in evaluation of new products.

• Worked on multiple projects/activities simultaneously in a rapid-changing environment.

• Periodic after hours system support, rollouts and on-call as required.

• Added ACD and non ACD split/skill groups.

• Skills used: Avaya Session Manager 5.2, Avaya Communication Manager 5.2+, AES, Carrier SIP services, Traditional TDM/PSTN networks, Cisco Call Manager, Cisco Routing/Switching, IVR expertise Avaya, Contact Center CTI implementations, NICE, Genesys Aspect outbound dialers.

Carousel Industries Exeter, RI

Tier 3 NOC Engineer ( Project ) Oct 2010 – Jul 2011

• Implemented Carousel Industries PKI project for most customers who may have been affected by PKI-SIP.

• Accessed customers CMs, SESs and other SIP enabled endpoints to check SIP certificates via SAL, System Platform and Linux.

• Verified and checked expiration dates; took action as needed; set up and recommended upgrades of CMs, SESs, and all PCNs and patches that pertained to SIP functionality before expiration of PKIs.

AVAYA Inc. Highlands Ranch, CO

Avaya UC Post Sales Engineer Tier 3 PBX CM AES/CTI Engineer 1984 – 2001/2007 – 2010

• Provided extensive AES/CTI (also MAPD) maintenance and implementation support for requests on helpline and via trouble tickets for customers, business partners, and engineers in the field.

• Worked with third party vendors on troubleshooting applications and networks for ticket/trouble resolution; worked with various internal/external teams.

• Performed diagnostics on CMs, IVRs, voice and data trunking, VOIP, Intuity, CMS, and ACD call flows.

• Provisioned AES to correctly interface with Witness Nice, IC and predictive-dialers, and networks.

• Acted as Project Manager for customer/company with working knowledge of relevant software.

• Performed upgrades, patches and licensing, and assistance with customers and business partners through processes.

• Supported product interfacing with AES such as obtaining PKI and MOC certificates in getting other servers such as SIP and OCS to work with CMs and peripheral applications.

• Ran and set up traces; pulled logs for data debugging using Linux and edited files for product function.

• Performed knowledge transfer with Tier 4 (Bell Labs), other product and network engineers; worked with business partners and customers.

• Designed and tested ACD flows, agent testing on CM, applications, and Internal products, i.e. CMS, Intuity, and their security databases; diagnosed “alarming” and its problem resolution on the majority of products.

• Educated and followed company policies required by the product house, R&D and Bell Labs.

• Team leader, recognized for servicing the entire call center, networks, product engineers, and software resolution; possessed flexibility of schedule per “resolution” and company needs; acted as escalation specialist for top five customers while mentoring/monitoring peers via conference calls with internal management and business partners.

Hunter Douglas, Inc. Thornton, CO

Sr. Telephony Engineer 2003 – 2006

• Responsible for day-to-day Corporate Telecom and Call Center needs for main office and remote locations.

• Daily maintenance, backups on all telecom products CMS, G3R, S8300’s, Intuity, CTI Adjuncts and remote IP-Office.

• Changed call flows, Vectors, Splits/Skills VDN’s, Announcements, and Agents as needed.

• Implemented strategies upgrading remote locations to IP-enabled servers and IP-trunking.

• Negotiated with multiple vendors (Qwest, AT&T, NACR, Avaya) and internal teams for new solutions upgrades, implementations and post warranty maintenance contracts.

• Interfaced with other teams that supported CTI Applications, Seibel, SAP.

Teletech Inc. Denver, CO

Sr. Telephony/Convergence Engineer 2001 – 2003

• Provided support for implementation of Virtual Call Center for customers through our location in Denver.

• Provisioning and call flow design of G3R, IP600, trunking, CMS, Intuity and MapDs.

• Integrated Teletech’s CTI Application and Intellisystems Coversant with G3R and IP-600.

• Worked with network interfaces for use with IP-Enabled PBX’s including programming, testing of C-lans, Medpros.

• Tested and helped customers implement IP-softphones and hardphones.

• Put together presentations for customers and internal management on designs of call flow and how all components of the call center interact.

Avaya/Lucent/AT&T Boston, MA/Englewood, CO

Sr. Tier 3 AES/CTI Engineer 1984 – 2001

• Supported the integration of Mid to Large Customers ( 100 up to 3000+ users ) computer applications, i.e. Nice, Witness, Quintus (now IC), with PBX-ACD functionality via MAPD and Lan Gateway.

• Programmed and troubleshot MAPDs, Lan Gateways, PBX, Vectors, VDN, ASAI links and network configuration.

• Performed MST tracing, debugging ASAI/CTI logs as well working with all product engineering teams that interface within the solution.

• Performed upgrades and supported technicians in the field doing replacements and troubleshooting networks

• Subject Matter Expert (SME) for Quintus (IC) and T-server.

Sr. Consultant Call Center Partnership

• Designed and maintained every facet of customers call centers which had contracts with our company to do so.

• Performed operations analysis of customers call flow and needs; consulted with on-site presentations.

• Daily remote maintenance and PBX, CMS, Reports scheduler, Audix, IVR, and CTI applications.

• Administration of Vectoring, VDN’s, Split/Skills, announcement, Hunt groups, dial-plan changes, coverage paths, ARS/AAR and Agent changes.

• Acted as single point of contact for all other non-AT&T/Avaya products and services.

• Trained customers on use of all ACD features from EAS to Auto-Attendant and voicemail features.

EDUCATION AND CERTIFICATIONS

Cetifications ( Expired )

Avaya Certifications: ACIS & ACSS – Actively in progress 2011 – Present

Avaya University - Accenture - Denver Co. and Web-based 1993 – Present

Genesys Genesys Engage on-premises: Voice Platform Certification

Genesys Cloud CX Specialist Certifications

MCSC Certificate, INFOTECH Denver, CO 1994

EDUCATION:

Bridgewater St. College Bridgewater, MA 1988 – 1990 (some coursework completed)

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