Contact Center Project Management

Matt Bushiri

UCCE ENGINEER

Wake Forest, NC 919-***-**** ***********@*****.***

Summary

Efficient professional with 12+ years of experience and proven knowledge of contact center applications and technologies. Strong critical thinking and analytical skills, alongside ability to manage Cisco Unified Contact Center Enterprise design, implementation, and support, including project management. Proficient with Cisco Unified Communication Center (CUCM), Cisco Unity Connection (CUC) and Cisco Voice Portal (CVP).

Passionate about learning new technology, eager to put my knowledge into practice, and ready to take up the challenge in a competitive environment.

Experience

TekSystems/Cisco Systems Unified Contact Center Engineer 2011 – 2024

Planned, designed, implemented, configured, and troubleshooted Cisco UCCE 12.x product suite

Created technical documentations, reference guides for engineers and end-users

Created Business Continuity Plan for the Emergency Operations Center, which allowed the center to continue running whenever the main ACD is down

Configured advanced call routing ICM/CVP scripting

Developed technical documentation and training for Tier 2 support technicians

Lead conference calls with business associates to determine contact center designs, implementations, and deadlines

Conducted user acceptance testing (UAT) to validate application functionality and address any issues before deployment

Explained contact center applications and technologies to non-technical audiences

Monitored alarms on of all contact center environments, via tools such as Vigilus, Science Logic, while providing technical guidance to resolve service impact in a timely manner

Carquest Technologies Voice / IP Contact Center Engineer 2006 – 2011

Implemented and supported Cisco UCCE 7.x product suite, including IP IVR

Configured and performed day-to-day tier-2 trouble isolation of IP telephony using Cisco IOS, Cisco Unified CallManager, Cisco Unity voicemail and Nortel Norstar

Created training material for end-users

MCI/WorldCom/Verizon Network Engineer 2000 – 2006

Troubleshooting of complex LAN/WAN applications, analog and digital data services such as ATM, Frame Relay, SMDS and network equipment

Provided Tier 2 & 3 technical support to field technicians, terminal technicians and help desk

Tested network circuits DS0/T1/DS1/E1/DS3, Digital Cross Connects

Education

Capella University MS 2008

Major: Information Technology Minor: Network Architecture and Design

North Carolina Wesleyan College BS 2000

Major: Computer Information Systems

Skills & abilities

Cisco Unified Contact Center Enterprise (UCCE)

Cisco Unified Communications Manager (CUCM)

Cisco Unity Connection (CUC)

Cisco Unified Intelligent Center

Webex Contact Center

Cisco Voice Portal (CVP)

Google Dialogflow EX/CS

Google Contact Center AI

Amazon Connect

VMWare

Calabrio

Verint

Project Management

Jira

SQL

Quality problem solving

Service Now

CCNA, CCNP, CVPD, CIPT

Languages

English: Fluent

French: Fluent

Contact this candidate