Voice Engineer Test
Resume:
ROBBIE FUNDERBURK
Cisco Voice Engineer
CONCORD, NC
WORK EXPERIENCE
Bank of America 8/29/2024 – 5/2/2025
Sr. Voice Lab Test Engineer(Cisco Voice Engineer)
Responsibilities:
Certify upgrades and new Cisco Voice solutions for the Bank of America Enterprise.
● Test Cisco Enterprise Voice solutions in lab environments designed and set up by myself and other Voice engineers.
●Document lab test results
●Prepare final Certification documents of all lab testing
●CUCM SIP Trunk Configuration.
●Voice Gateway SIP trunk Configuration on ISR4431 Voice Gateway Routers.
●Voice Gateway (MGCP) trunk Configuration on CUCM and ISR4431 router.
●Submit certification documents to Architecture, Engineering and Management team
To be provided to the final internal and external customers prior to Production implementation.
Develop strong linkage with the Architecture and Solutions team to deliver standard Certification Test Documentation.
• Participate in peer reviews for high and low level Test plans.
• Responsible for delivery of complex solutions on time and on budget
• Test detailed, low level technical Test plan for complex Enterprise Voice Solutions
• Ensure successful delivery of technical solutions into the production environment by providing Certified Test plans.
• Provide L3 support to certify test plans in the lab environment for enterprise certifications.
• Accountable for certification test plan, documentation and official certification letters.
• Work with Bank Architecture to help certify specific multiyear technology designs aligned with business needs.
• Develop and maintain specific lab test plans based on architecture teams’ blueprints and design standards (in an engineering repository).
Develop certification test plans and certification documentation and reviewed results with the Network Engineering and Architecture teams.
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Lumen
Sr. Operations engineer(Sr Voice Engineer) 10/19/2020 - 4/12/2024
Responsibilities:
IP Telephony Support - UCCX, CUCM, Unity, Expressway, SIP Trunk/Gateway, IVR Call Flow scripting
Support Hosted Collaboration solutions for Multiple customer Cisco voice systems as well as Customer On-premises Voice systems Support.
RELATED SKILLS:
Cisco QM(Quality Manager Voice Recording) solution for Cisco Endpoints. Configuration and troubleshooting.
IVR - Configuration and troubleshooting on Cisco Unity Connection.
Carrier circuit testing, troubleshooting outages and porting numbers.
SIP trunk setup and configuration and troubleshooting on CUCM and SIP gateways like ISR4431 routers.
CTI - configuration and troubleshooting on endpoints and CUCM server.
Daily Operations support of HCS Hosted Solution Environment and Legacy environments - CUCM/CUC 11.5 and upgraded CUCM/CUC to version 12.5, Unity Connection, IMP, CER, Expressway, UCCX, IPCC and Calabrio QM and WFM administration.
Cisco CUCDM for Customer System support. VOSS System Support tasks (CUCDM)
SNR (Single Number Reach) and MVA (Mobile Voice Access) support
UCCX – Scripting and programming Support for UCCX customers’ call flows.
Cisco Jabber administration/Troubleshooting
Cisco Expressway server administration/troubleshooting/logs capture and Cisco TAC escalation.
Cisco Call Manager and Contact Center Express administration v10.x.
Cisco CER server administration/troubleshooting
Cisco UCCX 10.0 Basic IVR Scripting support for Call Center.
Cisco Unity Connection administration.
Calabrio/Cisco Quality manager 10.0 and WorkForce Manager administration and support.
Cisco 3750, ISR4300 and 4400 router/switch cli navigation and troubleshooting. Layer 2 and 3 configuration and Site Installation. Cisco 2851/2951 Router Configuration and Site Installation.
Experience with ServiceNow ticketing software.
Circuit Outage Resolution, escalation and documentation- Escalation with Verizon and AT&T carrier support.
Century Link 3/06/2019 – 10/19/2020
Sr. Voice Engineer
IP Telephony Support - UCCX,CUCM, Unity, Expressway, SIP Trunk/Gateway, IVR Call Flow scripting
Responsibilities: (HCS) Support Hosted Collaboration solutions for Multiple customer Voice Cisco voice systems as well as Customer On-premise Voice systems Support.
RELATED SKILLS:
HCS environment – Cisco CUCM (10.5.2,11.5), Unity Connection, IMP, CER, Expressway, UCCX.
Cisco CUCDM for Customer System support.
VOSS System Support tasks(CUCDM)
SNR(Single Number Reach) and MVA (Mobile Voice Access) support
UCCX – Scripting and programming Support for UCCX customers’ call flows.
Cisco Call Manager and Contact Center Express administration v10.x.
IP Telephony Support - UCCX, CUCM, Unity, Expressway, SIP Trunk/Gateway, IVR Call Flow scripting
Cisco CME 4.1.0.1 to 7.0 and CUE 2.3.2 to 8.0 configuration and deployment.
Cisco UCCX 10.0 Basic IVR Scripting support for Call Center. IPCC User support
Cisco Unity Connection administration.
Calabrio/Cisco Quality manager 10.0 and WorkForce Manager administration and support.
Cisco 3750, ISR4300 and 4400 switch Layer 1 and 3 configuration and Site Installation.
Cisco 2851/2951 Router Configuration and Site Installation.
Experience with ServiceNow ticketing software.
Circuit Outage Resolution, escalation and documentation- Escalation with Verizon and AT&T carrier support
Coca Cola Co. Cons. 3/06 – 6/2019
IT Systems Specialist(Telecom Cisco Voice Administrator/Eng.
Cisco Contact Center Focus
Responsibilities:
IP Telephony Support - UCCX, CUCM, Unity, SIP Trunk/Gateway, IVR Call Flow scripting
Cisco Contact Center Express 10.x administration, Light IVR Call flow Scripting, Cisco Call Manager administration 10.x, Cisco Unity Connection administration, Calabrio/Cisco Quality Manager (Reporting software) administration, Cisco Workforce Manager Administration, Cisco IVR Scripting, IPCC and User Support remote Cisco VOIP CME/CUE deployment and Asset management. H323,MGCP,SIP gateway administration, Lite VMware administration for Virtual VOIP Servers Using VCenter- VMWare Client v5.x.
Server Patches and upgrade exposure, Server maintenance and Backup scheduling and configuration us SFTP servers. Lead Voice specialist on proof of concept AWS migration project including the below:
●Migrated Coca Cola’s HR contact center from Cisco platform to AWS platform.
●Coordinated with Active Directory team to configure the federation of user accounts for the HR contact center to integrate with the AWS environment.
●Planned and coordinated the setup and configuration of the AWS contact center using Amazon Connect for the HR contact center.
●Tested the Amazon connect solution with test HR contact center users before implementation and was able to provide a live implementation of the finished product.
RELATED SKILLS:
●AWS- Contact Center Implementation for HR Help Desk team.
●Migration/New implementation for Coca Cola’s HR Contact Center.
●Worked with Active Directory team to Federate HR contact center users to integrate them into AWS system.
●AWS - Worked with in-house Active Directory Team to Implement Federated AD Users for use in Amazon Connect Contact Center Voice web based Call control Client.
●AWS - Implemented HR Contact Center fully Cloud based Call Flow and Canned Reporting tools.
●Cisco Call Manager and Contact Center Express administration v10.x.
●Cisco CME 4.1.0.1 to 7.0 and CUE 2.3.2 to 8.0 configuration and deployment.
●Cisco UCCX 10.0 Basic IVR Scripting and IPCC end user support for Call Center.
●Cisco Unity Connection administration.
●Calabrio/Cisco Quality manager 10.0 and WorkForce Manager administration and support.
CERTIFICATIONS:
AWS Cloud Practitioner Certified 2019
Cisco CCENT Certified 2019
Microsoft Azure fundamentals Certified- 2022
CompTIA Cloud Plus Certification July 2024
SKILLS:
Cisco UCCX-Contact Center administration, CUCM, Unity, Expressway, SIP Trunk/Gateway, Cisco UCCX IVR Call Flow scripting, ACD, AWS(Amazon connect) Contact Center implementation and administration, Azure Fundamentals certification.
Working on CompTIA Cloud+ Certification.
Other Notes: US VETERAN
15 years ARMY(MEDIC)
7 years AIRFORCE ( Satellite Communications - Technical Controller).
E6 RANK at HONORABLE DISCHARGE.
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