Call Center System Administrator
Resume:
Tiffany Thomas
****************@*****.***
Summary
•Energetic, self-motivated Technologist with strong leadership, organizational and communication skills.
•Extremely focused on customer satisfaction and professional accountability, promising to deliver consistency and exceptional results.
•Well versed in various telephony platforms including Avaya, Toshiba, Cisco UCCX, NorTel, NEC, Operator Connect (Teams), Genesys Cloud Call center
•Supervised, managed, and executed North American migration of telephony platform from local services to managed VOIP solution as well as Cloud based solutions
Experience
Sr. Voice Engineer/Team Lead, JELD-WEN Windows & Doors, Charlotte, NC - 2019-April 2025
•Teams/Operator Connect implementation lead and support DEC 2024- Converted 36 North American sites in 2 months to Teams. Migrated company from UCCX/Call manager environment to Teams voice for office workers, auto attendants, fixed plant devices and alarms.
•Ensure that the capacity and capabilities of the telecommunications network are well anticipated and makes appropriate recommendations to accomplish this objective.
•Manage and maintain telecommunication equipment including, but not limited to, call recording, call accounting, call processing and reporting.
•Collaborate with executive management and department leaders to assess near and long-term network and telecom capacity needs.
•Conduct research on network products, services, protocols, and standards to remain abreast of developments in the networking industry.
•Interact and negotiate with vendors, outsourcers, and contractors to secure network and telecom products and services and SLA accountability.
•Design and engineer complex call routing and call center designs in support of customer service. Instrumental in integration of Salesforce into UCCX call center solution.
•Managed full conversion from Avaya and legacy platforms to Cisco UCCX.
•Responsible for all telephony and network billing/auditing/contracts. Averaged $500k-$750K in savings per year.
•Genesys Coud implementation lead and support beginning DEC 2024- Converted 500+ person call center from UCCX to Genesys Cloud solution in a 2 month period
Voice Engineer, JELD-WEN Windows & Doors Charlotte, NC - 2017-2019
•System Administrator of Unified Contact Center Express, Calabrio Call Recording and Cisco Unified Communication Manager.
•Performed high level problem support, analysis, and resolution of VoIP telephony. Primarily focused on UCCX scripting and Contact Center engineering, call flow design and support and managing access requirements.
•Program API integrations within Finesse desktop. Designed call flow documentation for process improvement. Performed maintenance and administration of enterprise Cisco Collaboration solutions to include admin CUCM, UCCX and Unity.
•Sole Avaya platform engineer in charge of all MACD, troubleshooting, and business changes for legacy phone system.
Service Desk Technician Tier 3, JELD-WEN Windows & Doors, Klamath Falls, OR - 2016-2017
•System Administrator of Unified Contact Center Express, Calabrio Call Recording and Cisco Unified Communication Manager.
•System administrator for Avaya Phone platform.
•IAM/Active directory administration.
•Documented solutions and troubleshooting steps concisely in ticketing system and developed formal change management and communication plan for other team members of new service solutions.
Avaya Support Manager, Direct TV Klamath Falls, OR - 2016-2017
•System Administrator of Avaya Aura in charge of business operations of DirectTV call center.
•Responsible for user set-up, training, and various business services for daily business operations.
Technical Competencies
•System Administration and Support of Cisco Unified Communications Collaboration Suite
•CUCM and Unity Administration and call center application design and scripting for UCCX
•Calabrio WFO/QM
•Eleveo WFO/QM
•Avaya Aura administration & engineering
•NEC administration & engineering
•Cisco switching and routing protocols
•Active Directory/IAM administrator
Certifications
Six Sigma Lean Greenbelt
ITIL Foundations
CompTIA A+
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