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Telecom Engineer, Contact Center Administrator

Smithville, Missouri, 64089, United States
November 12, 2017

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R. Yvonne Ruff

**** ** ** *******

Smithville, Missouri 64089

816-***-**** (cell)

Looking for a job that will utilize my contact center knowledge. I have worked with the providers doing design and maintenance work but have also been “the customer” designing and installing new systems and call flows, training agents, trouble shooting, rerouting, recording, documentation, basically, all components of delivering and maintaining a customer-maintained contact center. Most recently I have experience with cloud deliverables. I enjoy contact center work very much. Additionally, I have several decades experience maintaining phone systems.

1/2015 to 11/2017: Pricing Analyst ~ Project Manager

LAM Technology

Back office circuit pricing for Sales Reps.

Project Manager of circuit installations and hosted phone systems. Successfully implemented hosted systems for approximately 30 sites.

Let go for lack for work.

2013 to 2015: Contact Center Systems Administrator

Park University

Implemented new Interactive Intelligence Customer Interaction Center (CIC).

Primary contact for install and support in working with Vendor.

Ongoing support and new builds for Contact Center.

Ongoing training for new agents.

I received many accolades from University executives.

Left to pursue work from home job.

2007 – 2011: Contract work as a Contact Center Telecom Engineer

Scholastic Books, H&R Block, USA800, MGE

Created Nortel Symposium Call Flows in Visio.

Nortel Symposium programming.

Liaison between Verizon account team and H&R Block.

Created Integrated Call Flows to work in conjunction with Enhanced Call Routing (ECR) platform, owned by Verizon.

Worked with Manager of Contact Experience to determine routing changes.

Wrote ECR programming changes for implementation by Verizon for 1-800-HRBlock toll free platform.

Created forms to be used by the Scholastic telecom team.

Assisted Scholastic with documentation of Nortel products and TFN’s.

Reviewed USA 800’s scripts, made recommendations, implemented changes.

Assisted USA 800 with documentation of Nortel products.

1999 to 2005: Telecom/Contact Center Engineer

H&R Block World Headquarters

Took HRB from one site to 5 sites (Option 11 up to Option 81) in 5 years, designed telecom and voice mail networking, and coordinated vendor installations.

Worked closely with call center team to determine routing options, then implemented routing requirements.

Lead Symposium programmer/scripter for 500 seat extremely dynamic call center.

Kept detailed call flows and documentation for approximately 75 applications on SCCS.

Fully engineered and maintained Call Center products, Call Recording, voice circuitry, voice mail, IVR, Call Accounting, and ACD.

Continually looked for optimal balance of telecom cost reduction and end user functionality.

Consistent trouble shooting in this role, using strong analytical skills.

Resigned when I had my second child.

1996 to 1999, System Design Engineer


Design PBX equipment and peripherals for installation.

Started this job with little direction (the other SDE’s had quit), I used my creativity and problem solving skills to develop processes and documentation for implementation which were ultimately used as a standard at Sprint.

Met with customer to understand needs and give technical requirements to techs.

Coordinate with contractors for training.

Coordination with installers and contractors for all aspects of implementation.

Designed Dial Plans and Call Routing.

Left for job offer at H&R Block.

Areas of Expertise/Core Competencies

Ability to gather technical data from non-technical customers and then translate into programming language/documentation.

Adapts well to new environments and products

Proficient at creating sales presentations, training materials and forms for all telecom products.

Can present to high level executives and work with end user agent if needed.

Ability to understand overall telecommunications.

Excellent at being the liaison between non-telecom associates and technical team.

Realizes the importance of telecom documentation and strives to keep it up to date.

Gets along great with all co-workers.

Works quickly and methodically.

Excellent trouble shooter.

Enjoys training for all telecom products.

Thoroughly enjoys call center design and documentation.


Ann Livengood, ConvergeOne

Joanna Palmer, Scholastic Books

Denise Stout, H&R Block

Seth Altman, Mettel

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