Cisco Design

John H. Wille Jr

More than ** years of mix experience in Information Technology including Telephony, Contact Center Transformation, Enterprise resource and planning (ERP) and Information technology.

Identify, analyze, and translate business needs into functional specifications and drive the solution through all phases of design, build and deployment of Telephony solutions.

Hands on experience in designing the IVR call flow using CVP, DTMF and speech-enabled applications.

Experience in developing call flows for complex applications including data driven interactions and Contact Center routing of calls.

Proficient in Creating and designing effective speech user interface designs including call flow, dialogues, functional logic, prompts, and define grammars to match the established requirements.

Experience with UC/UCCE system Built and user Provisioning parameters.

Experience with UC/UCCE call flow application development parameters.

Hands on experience in UC-CUCM and CUC Production builds and configurations.

Acting as a subject-matter expert in the IVR Contact Center Domain.

Providing in-depth technical knowledge and troubleshooting skills for all IVR applications.

Educating Business Units on best practices around speech applications and gain consensus on the design, prompting and overall call flow.

Delivering IVR user interface design documentation aligning backend interfaces to support business functionality and application development

Facilitating the coordination of IVR related projects by acting as the liaison between the business users/stakeholders and various systems groups

Experience in IVR Voice User Interface design of conversational speech recognition applications and Self-Service solutions

In-depth knowledge of overall Cisco UC Architecture which includes UC components, various Adjunct Integration and connectivity, their system inter-operability etc

In-depth knowledge of software development life cycle, including analysis, design, development, testing and implementation of software applications.

Gather and define business priorities; advise business on suitable options on technical solution.

Lead as primary contact between technology and business end-users in understanding the specific business requirements, criticality and prioritization of business capability

Conducts research to determine if solutions to business requirements currently exist within or outside the business, and if not, whether new solutions are feasible

Helps analyze impact of proposed solution on existing technology platforms

Communicating with all levels of leadership on product status in the development and service phase of the product lifecycle

Experience in designing both call steering and self-serve applications

Experienced reviewing and analyzing Contact Center solutions, while making suggestion for design improvements and strategy roadmaps.

Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities

Excellent written and verbal communications skills.

Flexible and Professional, Solid Organization Skills and Excellent interpersonal skills; team player

Technology Exposure:

Cisco: UCCE, UCCX, VXML, CVP, IPCC, ICM, CUCM, CUC, Cisco Unity, Cisco Intelligence, Cisco Finesse

Tools: CIPC (IP Communicator), TestLink, Automation Hammer tool, EDVAC, Splunk, JARVIS, RTMT, Putty, TRAC tool, MsSQL, Share Point, Lotus Notes, One Note, EGW (Emergency Gateway tool), Oracle COM Tool, Cisco Finesse

UC Adjunct Tools and Products: Natural Language Processer, eGain CAR (Call Activity Report) Tool, Virtual Hold Technology, CTI application, E911,

Experience in designing and developing ICM administrative and routing Call Flows.

Nice Call Recording

UCCE Call Center Solutions (UCCE/IPCC) Ability to develop innovative, cost-effective and appropriate solutions to business and technical problems in various environments and manage them to completion ensuring SLA meets

Expertise in preparing and documenting Test Plan, Test cases, Use Cases, Features, Stories and Test deliverables.

Experienced in Manual testing, Customization, Maintenance, Support and documentation.

Experience with CUCM, ICM and CUC build configurations and provisioning.

Methodologies

Waterfall

Agile/SAFE Agile

Professional Experience:

Client: State Farm

Role: Technology Analyst

Duration: Nov 2007 – Aug 2018

As a UC End to End testing team, perform System testing, regression testing, business acceptance testing of IVR call flows, various UC application, adjunct tools.

Designing User acceptance scenarios for high level test plan based on initial business requirements for any call flow UC enhancement projects like Hold place in Queue, Virtual Hold and Natural language program.

Perform call flow system and regression testing for any new ICM call flow application changes.

Perform Technical checkout for UC/UCCE, iOS upgrades and UC changes.

Hands-On experience with configuring CUCM/CUC build and provisioning Users.

Perform Production validation on Production environment for IVR Call Flows applications, Telephony features and functionalities, CUCM/CUC/UCCE configurations setup as per enterprise standards.

Using tools like Splunk, JARVIS, EDVAC, Oracle COM tools, Putty, RTMT to perform troubleshooting and various other day to day activities.

Developing and using Hammer tool script as an automation tool to perform functions that are not limited to invoking bulk call that helps in Performance test but also to validate integrations points with complex parameters and Regression IVR call flow Testing.

Engage and coordinate with other Teams on Failover and Performance Testing of UC and UC Adjuncts tools & Products.

Performing day to day defect triage and HPSM interaction related to call flows/UC defects coordination.

Providing in-depth technical knowledge and troubleshooting skills for all IVR/adjuncts applications.

Educating Business Units on best practices around speech applications and gain consensus on the design, prompting and overall call flow.

Delivering IVR user interface design documentation aligning backend interfaces to support business functionality and application development

Providing IVR application functional support of technology related to business partners from IVR application and adjuncts perspective.

Facilitating the coordination of IVR related projects by acting as the liaison between the business users/stakeholders and various systems groups

Experience in IVR Voice User Interface design of conversational speech recognition applications and Self-Service solutions

Performed comprehensive testing for soft application system to ensure high quality response and prompt referral to appropriate representative.

Validated technical designs created by Discovery team against functional specifications.

Wrote test plan, unit test cases and executed test cases for new software application.

Performed testing for any major feature changes as required by staff.

Identified potential quality issues and efficiently developed and implemented corrections.

Performed system testing, functional testing.

Performing Evidence of Test for the system application.

Provided effective communication with offshore development team regarding test status and issues.

Gathered requirements from client, end users as well from the internal Co-Subject Matter Experts

Responsible for detailed Contact Centre application design review and development of the ICM scripts.

Transformed very complex call flows existing on Avaya platform to Cisco in accordance with the gathered business requirements and the technology standards defined by the customer.

Migrating from Avaya Contact Centre to Cisco centralize solution across legacy zones in the US geography adhering to the strict timelines given by the customer.

Strong knowledge of System Development Life Cycle (SDLC) including analysis, design and review of business and software requirement specifications, testing methodologies and techniques.

Experience in gathering Business Requirements.

Developing Use Cases and Screen Mock-ups.

Validated technical designs created by Discovery team against functional specifications.

Gap Analysis and Impact Analysis, Risk Analysis, Modelling Business Processes.

Expertise in Planning, preparing and documenting Test cases (UAT).

Performing Unit testing of the Call flows and providing EOT (Evidence of Test) for the same.

Identifying and documenting all business, technical, product and process requirements

After deployment Day 1 Support: Resolving tickets or issues using HP Service Manager logged by the user by doing diagnosis, providing solution, make necessary changes to the scripts.

Creative and aggressive self-starter with integrative thinking skills, capable of forming and maintaining positive working relationships in internal, independent, and team environments.

As a technical coordinator, responsible for the UC design, engineering, and level 3/4 support of existing network technologies / services and the integration of new network technologies / services

Partnering with the Business partners to drive successful implementation of IVR design specifications. Resolving any implementation issues that affect the design and overall IVR experience

Lead as primary contact between technology and business end-users in understanding the specific business requirements, criticality and prioritization of business capability

Working experience in HP Service Manager.

Suggested/Implemented improved processes to automate daily activities like production system monitoring and others.

Created documentation for team training and End Users training.

Initiating Change Management process to incur any changes on to production.

Rendered knowledge transfer sessions and trainings on Sys-admin/OIM

Types of issues resolved: Code fixes, Break fixes, set up related issues.

Customizing an existing object, this includes gathering information/requirement from the client, analysis, design, testing and Implementation.

Played a vital role through involvement in Month End Closures (MEC) activities like clearing Pending Transactions, keeping a tab on critical programs simultaneously etc.

Interacting and co-ordinating with 3rd party vendors to ensure timely solution delivery to business users.

Client: Hospital Sister Health Systems

Role: Telecom Analyst II

Duration: June 2019 – present

Used Cisco UCCX to design and develop a call center for the influx in calls from CoVid-19

Designed and developed over 30 call flows for different groups throughout the organization

Set up end user in CUCM and UCCX

Trained end user on how to use Cisco Finesse

Created process to document all call flow documents for the enterprise

Gap Analysis and Impact Analysis, Risk Analysis, Modelling Business Processes.

Developed relationships with Tel Co providers, ordered voice circuits, and provided detailed documentation for troubleshooting with the vendors.

Implemented NICE call recording throughout the enterprise

Provided detailed contact center type reports for the managers using Varpiphy, Cisco Intelligence, and the Call Detail Reports available in the CUCM.

As we set up new offices we used Cisco Emergency Responder to make sure calls are displayed correctly for E-911

Team Lead for all patches and upgrades for our Cisco products

Team Lead for the Central Illinois Division to get all workers the ability to work from home and to provide support. Personally, I was able to set up over 100 end user and give them the ability to work from home.

Academic Background:

A.DePaul University, Political Science

Training Programs Attended:

Cisco Certified Network Associate

Cisco Contact Center Life Cycle

Various UC/CVP trainings on IVR application design

2015 and 2017 CISCO Live Events

Professional Certifications:

ITIL foundation V3

Agile Scrum Mater Training

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