Senior Cisco Collaboration & Contact Center Engineer

Charles Michael Curtis

Hickory, NC 828-***-**** ********@***.*** linkedin.com/in/michael-curtis-aab553161

PROFESSIONAL SUMMARY

Accomplished Senior Cisco Collaboration & Contact Center Engineer with over 15 years of specialized enterprise VoIP/Contact Center expertise and a 40-year foundation in telecommunications engineering. Proven track record designing, deploying, and optimizing mission-critical infrastructure for the Veterans Administration (VA), Department of Defense (DoD), healthcare systems, and Fortune 500 enterprises. Specialist in high-stakes CUCM 15.x migrations, complex UCCX scripting, and SIP modernization. Expert at maintaining 99.999% uptime across distributed, multi-site remote environments. Veteran, U.S. Navy.

CORE TECHNICAL EXPERTISE

Cisco Unified Communications: CUCM (v3.x to 15.x), Unity Connection, IM & Presence, Jabber, Cisco Jabber.

Contact Center Operations: UCCX (Advanced Scripting & Workflows), UCCE (CVP, IVR, ICM), Finesse, CCaaS.

Networking & Protocols: CUBE, Cisco ISR/ASR Gateways, SIP, PRI, MGCP, SCCP, SRST, SBC.

Infrastructure & Virtualization: VMware ESXi (C220/C240), Cisco UCS Manager, Linux, Windows Server.

Tools, Security & Compliance: DoD STIG Compliance, SolarWinds, ServiceNow, ConnectWise, Disaster Recovery, Microsoft Teams, Zoom, Slack.

PROFESSIONAL EXPERIENCE

Independent Cisco Voice Consultant Remote 2025 – Present

Provide high-level architectural oversight, infrastructure monitoring, and 24/7 Tier 3 troubleshooting for complex enterprise voice environments.

Veterans Engineering (VA Contract): Managed infrastructure monitoring for one of the nation's largest healthcare voice networks, ensuring seamless connectivity and high-availability communication frameworks for critical veteran services.

Senior Voice Engineer Various Enterprise & Government Projects 2010 – 2024

U.S. Air Force ACC Project: : Engineered multi-site CUCM and UCCX upgrades across secure facilities supporting (approximately, 5,000+) users; audited and hardened all voice configurations to meet rigorous federal security standards and DoD STIG compliance requirements.

State Farm Project: Spearheaded a nationwide SIP trunking conversion and multi-cluster CUCM implementation for over 5000 agents, modernizing legacy telecommunications systems to improve call routing efficiency and reduce operational costs by approximately 25%

Advance Auto Parts Project: Led a large-scale CUCM upgrade across 6 enterprise clusters, managing end-to-end VMware migrations on Cisco UCS C-Series servers and UCCX/UCCE deployment for over 3,000 endpoints.

Veterans Administration Project: Deployed VMware-based CUCM installations across dozens of regional medical centers to support expanding telehealth infrastructure and secure administrative communications for medical staff.

Verizon / Aspire / AtNet Projects: Architected advanced UCCX scripts, custom IVR workflows, and Finesse desktop configurations to automate customer interactions, reducing call-handle times and streamlining contact center reporting.

National Guard Project: Orchestrated statewide Call Center deployments across [Number] locations, providing secure, scalable communication frameworks for emergency response and military readiness.

Indian Health Service Project: Integrated multi-site CUCM with emergency paging systems across dozens of facilities to enhance facility-wide safety protocols and critical emergency response times.

CERTIFICATIONS

CCNP Collaboration (Cisco Certified Network Professional)

CCNA (Cisco Certified Network Associate)

Technical Specializations: UCCX Advanced Scripting, CIPT1, CIPT2, Advanced Routing & Switching

EDUCATION & MILITARY SERVICE

U.S. Navy – Honorable Discharge

Associate Degree in Computer Electronics

Associate Degree in Advertising Design

Associate Degree in Drafting

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