Call Center Amazon Connect

Julie A. Brewer

**** ******* **** ***** ******* Engineer 614-***-****

Columbus, OH 43213068 ***********@*****.***

Objective:

A results-driven Telecommunications Professional with experience in technical support of integrated voice and data equipment, VoIP H.323 and SIP, carrier access, wireless optimization, and project management. Ability to resolve complex technical issues and provide effective solutions for global customers and provide support to sensitive business accounts with multiple technologies and products. Strong leadership and project management skills in helping clients manage their voice and data services more efficiently and effectively. Works well in a team setting or individually.

Accomplishments:

Transitioned cxLoyalty call center platform including call recording, inbound/outbound call routing for many of line of businesses, and Cisco IVR from the Avaya phone system to AWS Amazon Connect cloud.

Transitioned from NICE Call Recording system to the NICE Engage Playback Portal Version 7.2. This included transferring historical calls from the NICE call recording system to the AWS S3 bucket in the cloud.

Assisted with user transition from Avaya CMS to IQ reporting.

Facilitated Avaya IQ upgrades and HA integration.

Worked in concert with Avaya on IQ 5.1 beta program.

Saved thousands annually by identifying inaccurate billing in vendor invoices.

Assisted with upgrading the Communication Manager to version 5.2

Relocated the DHL Avaya Communication Manager phone system and its adjuncts from the Wilmington Ohio airbase to Erlanger, Kentucky airbase when DHL closed the Wilmington sort Facility.

Supported company wireless for back office and management staff

Professional Experience

cxLoyalty a JPMorgan Chase Travel Division Westerville, OH

May 2013 to May 2025

Infrastructure Engineer

• Day to day call center support for the Westerville, OH call center using Amazon Connect and Amazon Lambda/DynamoDB.

• Support and administer Amazon Connect Dashboard creating routing profiles, security profiles, hierarchies, call flows and all associated user profiles for new and existing clients.

• Edited scheduled holidays and events in the Lambda/DynamoDB Database.

• Monitored performance and status of AWS provider using AWS Cloud Watch.

• Worked in Contact Lens with Analytics and Optimization to view and run reports for real time and historical metrics

• Maintained and managed Routing, Flows, Prompts, Queues and Quick Connects

• Requested new phones numbers from AWS and performed Resporg numbers from other carriers.

• Created and managed routing and agent profiles.

• In addition to the AWS Connect work, I assisted solving vulnerability findings on the NICE playback portal. Updated the tracking spreadsheet to include descriptions for remediating the findings.

• Create/build toll free number call flows for external clients routing calls via Amazon Connect.

• Supported all back-office Avaya phones and voice mail administration on the Avaya platform prior to transitioning to the new cloud-based Amazon Connect platform.

• Responsible for performing monthly maintenance on CMS, Aura voicemail, announcement backups, rotating service account passwords for NICE and Qfiniti call recording systems.

• SME supporting NICE Historical Playback Portal

• Support Qfiniti Call Recording system

• Support KANA email system.

Wells Fargo Charlotte, NC

January 2013 to April 2013

Telecommunications Contractor

• Contracted for Wells Fargo assisting in setting up telecom services in remote offices for Wells Fargo.

Nationwide Children’s Hospital Columbus, OH

August 2012 to December 2012

Voice Network Engineer

• Support the Avaya Call Centers for Children’s Hospital, along with Call Copy, CMS and the Vocera Clinical application.

JPMorgan Chase Westerville, OH

March 2012 to August

Telecommunications Contractor

• Day to day support of the Avaya telecom services for the 800 Brooksedge facility in Westerville, OH. This consists of move, add, and changes in the Avaya telephone system, CMS support, NICE support, and coordination of all telecom services for over 2,000 call center employees and back-office support personnel.

Education

Indiana Wesleyan University

2000 Graduate Bachelor of Science in Management graduated Magna Cum Laude

Avaya Certifications

• NICE 4.1 Certified System Administrator

• Audix System Administrations

• Call Management System Administration and Supervision

• Definity Communications System Generic 3 World Class Routing

• Definity Communications System Generic 3 Administration

• Interactive Advantage Call Detail Analysis

Extensive knowledge

• Avaya Aura Communication Manager

• Extensive knowledge of NICE Call Recording and NICE Playback Portal

• Extensive knowledge of Qfiniti Call Recording

• Extensive knowledge of Microsoft Office 365, Excel, Power Point, Word, and Visio

• Call Management System

• IEX TotalView

• Cisco ICM

• Avaya IQ

Proficient in

• Amazon Connect administration

• MS Teams

• Azure

• Service Now

• Delinea

Contact this candidate