Contact Center Communications Manager

Anas M

Troy, MI ***** 248-***-**** ad81ww@r.postjobfree.com

Summary

IT professional with 12+ years of on-site Telephony and support services experience, coupled with Microsoft Teams Phone and application subject matter expert experience. Proven history of providing supplemental and total management support for IT systems. Senior Cisco UCCE/IPT/Avaya Consultant with years' experience with various Cisco Voice Products including Unified Contact Center Enterprise, Customer Voice Portal, Communications Manager, Unity, and Unity Connections.

● Cisco Certified Professional & Sun Certified Consultant

● Expert in implementing Cisco UCCE, ICM, CVP, CTI/CTIOS, Finesse, Call Manager, Avaya PBX Administration.

● Worked on Cisco UCCE (10.5, 11.5, 11.6.12.X), PCCE, UCCX, CVP, CUCM, CUSP, CISCO GATEWAYS, CISCO PGW, VVB (voice browser) and CVP CALL STUDIO for call flow design.

● Expert in, ACD, Verint Impact 360 solutions, Colabrio voice recording, Nice Recording IVR, Call Center Reporting.

● Experience with requirements analysis, architecture, resource and time management, design, code implementation, quality assurance, documentation and integration.

● Expertise in leading and working with diverse vendor relationships.

● Strong technical skills and knowledge of the Telecommunications/Information Technology industry worldwide.

● Hands-on experience Call Manager/Unified Communications Manager 9.x through 11.x Unity Server and Unity Connection, Cisco Unified Communications applications, including Call Manager

● Experience working with SRST, UCCE, ICM, CVP, Call Studio, VXML gateways, CUIC, Finesse, Cisco Voice Gateways, SIP/H.3 23/MGCP & ISDN PRI troubleshooting

● Experience working with Cisco Voice gateways, including technologies such as CUBE, PRI, FXO, FXS, and SRST

● Experienced in troubleshooting with signaling protocols H.323, SIP, SCCP, MGCP, RTP etc for VOIP. Voice gateway build, configure and dial plan designs and implementation

● Experience deploying and providing maintenance and support to Cisco ICM (Intelligent Content Management), UCCE (Unified Contact Center Enterprise, and CVP (Customer Voice Portal), Cisco Unity Connection. Experience of network operations at Layer 2 and Layer 3 as well as a knowledge of the quality of service

● Expertise in upgrading Call Manager, Unity Connection, Presence, UCCE components: ICM, CVP, CUIC, Finesse and Cisco Instant Messaging & Presence, Cisco Unified Contact Center Enterprise ( UCCE ), PCCE, UCCX.

● WebEx contact center expertise.

● Expertise in IP Networking and Telephony protocols, including SIP, H323, and MGCP and routing protocols and fundamental network technologies (VPNs, NAT, etc.)

● Extensive experience of Cisco Unified Communications technologies and protocols including end to end call flow analysis and documentations.

● Integration of Unity Connection with Call Manager using Skinny and SIP protocol.

● Experience with Cisco Unified Communications applications, including Call Manager

Skills

●Technical solutions development

●Change Management

●Strategic Planning

●Skills Assessment

●Team Building

●Mentoring/Coaching

●Infrastructure planning and design

●Technical infrastructure migration

●Cisco Voice Products

●Troubleshooting and diagnosis

Experience

Telecommunication Engineer (UCCE /Avaya/Genesys), 12/2019 - Current

United Health Care Group

● Support cisco UCCE infrastructure

● Building/Configuring New/Non-Prod Call Routing.

● WebEx contact center enterprise administration and troubleshooting.

● Update ICM script OR Custom function to redirect Test ANIs and TFNs from Production flows to Test flows (no production calls impacted)

● Update ICM config Manager changes/New/Test ICM Service, PG Monitor, New Skill Groups, New TFN, New User Variables, New Custom Functions in ICM, New Translation Route, New Call Type/Mapping, New/Test scripting

● Build/Configure New BIE campaign

● Build/Configure New BPE rule

● Building new ICNI Scripts using non-prod/test TFNs

● Troubleshoot and support incident tickets related to Cisco Contact Center Enterprise.

● Work on Service request as per Client requirement.

● AVAYA PBX administration, AT&T Route it administration and UHG proprietary call routing systems.

● CVP/IVR and ICM Scripting as per business requirement.

● Participate in daily stand-up meetings

● Configure IVR call flow in Promptomatic (POM).

● Troubleshoot and debug IVR applications.

● Troubleshoot call routing issue in Genesys contact center using splunk logs

● Detail oriented

● Managed user issue tracking, triage and assistance for MS Teams.

● Managed MS Teams voice and video, installation and upgrades.

SENIOR VOIP ENGINEER (Cisco UCCE ), 02/2018 - 12/2019

United Airlines – Chicago, United States

● Installation, configuration, integration, Implementation - UCCE components.

● Administration of UCCE and ICM/CVP Scripting.

● Install and configure Finesse server's and troubleshoot finesse desktop issue.

● Install, configuration, integration of CVP, Media Servers, and CUSP.

● Troubleshoot and support incident tickets related to Cisco Contact Center Enterprise components and CVP

● Troubleshoot vxml gateways, ingress gateways, VVB (voice browser).

● Test and deploy vxml applications in CVP servers.

● Working knowledge of analytical tools and utilities including SQL Query Analyzer, TCD, Call Trace, OPCTEST, RTTEST utility and Log Analysis.

● End-End Hammer Testing for IVR,Agent Desktop .

● Troubleshooting of Call Manager, Unity Connection and ICM issues

● ICM Engineer for routing issues troubleshooting and script support

● Development of new contact center routing and CVP studio VXML applications.

● Upgrade implementations and bug fixes

● Troubleshooting VoIP Phones

● Configuring Cisco Finesse

● Configuring and troubleshooting voice gateways, Cisco “VG” gateways

● Created documentation and processes for contact Center Applications

● Resolving multiple issues with deployment of system due to incorrect configuration of all UCCE servers in the environment.

● Expert-level technical knowledge and working experience of Cisco Unified Contact Center Enterprise (UCCE) systems such as but not limited to ICM, Cisco CVP IVR design, development, and support utilizing Micro Apps and VXML IVR application development using Unified CVP Call Studio and Java

● Deployed New Sites for United Airlines Reservations Call Centers.

Contact Center Engineer, 11/2017 - 02/2018

Rush Medical University – Chicago, United States

● Support PCCE infrastructure. PCCE Administration and ICM Scripting,

● Installation, configuration, integration, Implementation - PCCE

● Configure Agents, ICM scripting.

● Troubleshoot Finesse desktop issues.

● Troubleshoot vxml gateways, ingress gateways, cube/sbc

● Configure new hire employee's (agent) from phone, desktop and colabrio voice recording.

● Configurations of gateway Dial peers, IPT/CUCM, Unity voicemail system and Cisco IP phones.

Voice Engineer, 06/2015 - 10/2017

Comerica Bank – Michigan, United States

● Facilitated discussions with internal clients to understand departmental telephony needs, recommended process improvements, and documented requirements

● Functioned as customer technical liaison.

● Coordinate with engineering teams on operational system expansion.

● Provide technical assistance to third-party and client operational staff.

● Configured reporting server and CUIC server along with vendors and assisted in contact center reporting issue.

● Facilitated switching and routing configuration work.

● Co-ordinate with vendors, technical teams and users for Phone related issues and dispatch hardware's to Clients.

● Configuration and troubleshooting UCCE components.

● Participated in UCCE scripting and implemented migrations.

● Analyzed and resolved issues for ICM and CVP systems.

● Provided technical support for voice recording and CVP applications.

● Documented ICM scripts, gateway configurations and translations.

● Supported Unity projects and voice recording profiles.

● Installed and tested Jabber for desk phone control processes

● Cisco IVR Design, Implementation, Administration and ICM Scripting

● Call flow designs in call studio.

● Monitor and update Cisco IP phones and extensions as needed.

● Deliver on-site engineering support and handled specialized IP telephony equipment.

● Helped internal contact centre managers with issues related to Verint recording.

● Set up new hire employee's (agent) from phone, ctios desktop.

● Troubleshoot endpoints using RTMT and wire shark for packet capture.

Unified Communications Voice Engineer, 10/2014 - 06/2015

RBS Bank – Providence, United States

● Developed and implemented procedures for preventive maintenance, backup, and data recovery.

● Performed day-to-day monitoring, management, administration and support of alarm systems.

● Researched and recommended network and data communications hardware and software.

● Perform VOIP sector configuration and service administration.

● Provide technical assistance to third-party and client operational staff.

● Assisted with helpdesk customer tickets by troubleshooting problems with regard to the VOIP system.

● Assisted in migration project from Avaya to Cisco.

● Facilitated switching and routing configuration work.

● Co-ordinate with vendors, technical teams and users for Phone related issues and dispatch hardware's to Clients.

● Configuration and troubleshooting UCCE components.

● Respond to IPT engineering problems by detailed procedure of troubleshooting and diagnosis of IPT domain.

● Implemented Cisco solutions such as Cisco CUCM, Unity Connect.

● Co-ordinate with offshore teams in relation to technical issues and resolve.

● Troubleshoot endpoints using RTMT and wire shark for packet capture.

● Advanced call manager to the standard version and updated system to support the VOIP enforcement.

● Deliver on-site engineering support and handled specialized IP telephony equipment.

● Helped internal verint team members with server related issues.

● Executed Avaya communications for Avaya server implementation.

● Configure, Troubleshoot Avaya Products and endpoints.

● Assessed facilities to determine capacity and needs for telecommunications systems.

Cisco Contact Center Enterprise/IPT Consultant, 10/2012 - 09/2014

Orlando Utilities Commission

● Cisco Unified Communications Manager Support Configuration and Integrations

● Cisco Unified Contact Center ICM Scripting including Custom scripting to solve complex business problems

● Cisco Unified Contact Center Express Scripting.

● Working on Verint Impact 360 call recording solution. Building and configuration of recording of calls for different environments.

● Taking requirements for different line of business and implementing in Verint for recording.

● Working on WFM & Project co-ordination for implementations and Roll-outs.

● Configuration of CUCM for Integration with Verint I360 like SIP trunks, recording profiles & IP extensions.

● Cisco Customer Voice Portal CVP Scripting

● Translate and Program Business Requirements of Contact Center into working solutions using UCCE\CVP CALL STUDIO and ICM Scripting

● Provide Technical Support for IP Telephony Solutions for Existing UCCE Expansion Projects.

Cisco IP Telephony\Contact Center Engineer, 07/2007 - 09/2012

CompuCom – Scarborough, Canada

● Served as Technical Contact between Customer and Cisco Partners\Resellers

● Lead Engineer for IP Telephony System Upgrade, and Support and ongoing Administration.

● Lead Engineer for Contact Center Enterprise Scripting System Upgrade and CTIOS Support.

● Provided support for Avaya Communication Manager and ACD

● Worked on Avaya Aura System, Session Manager and Aura Application Enablement Services Remote Gateways, ESS/LSP.

● Programmed ICM and IVR Scripting based on business requirements for a 24x7 Contact Center

● Cisco IPT Design, Implementation, Support, Administration for Unified Communications Manager 8.x

● Cisco Contact Center Enterprise 8.0 Design, Implementation, Administration and Scripting

● Cisco IOS Telephony Router Configuration and Implementation.

● Lead IPT\UCCE Engineer with Project Management Responsibilities for System upgrades.

● Provide Level 2\3 Troubleshooting, Support and Problem Resolution for Existing Staff.

● Developed Custom database driven Web Applications for Cisco Unified Communications Manager.

● Developed System Documentation for Cisco IP Telephony and Cisco Contact Center.

Network Engineer, 06/2005 - 06/2007

YM INC. – Toronto, Canada

● Provided computer help desk support via telephone communications with end-users and through remote access (LAN Desk).

● Creation of users, 24/7 On call Support.

● Answered over 100 calls and emails to support software and hardware issues

● Responsible for daily, weekly and monthly backups for production as well as test servers (AS400).

● Responsible for troubleshooting hardware issues, exchange server issues and printer issues.

● Worked with various heat ticketing tools such as Remedy, Heat and Applications.

● Responsible for daily downloads of sales from various retail units.

● Excellent communication and diagnostic skills, consistently solve problems and rarely escalate issues.

● Notified users of system status whenever there is an anticipated outage or unscheduled downtime occurs.

● Resolved user problems on initial call over 98% of the time.

● Selected to create new procedures to improve department productivity and train new members.

● Responsible for monitoring production servers.

● Ship and receive backup tapes through Recall offsite tape process.

● Performed diagnostics and troubleshooting of system issues.

● Optimized system performance and spool utilization. Responded to system hardware/software error messages, storage and hardware configuration problems.

● Escalating calls and issues where necessary to senior managers and team leaders.

● Authorized Service level agreement for internal/external customers for users/security administration.

● Provided technical support for systems and applications within organization.

● Configure, troubleshooting, maintain and support for Cisco Unified Communications Manager, Unity.

● Worked in setting up of web site and the online portal for travels and tours division

Education and Training

Diploma: Diploma in Network And System Administration

TRIOS COLLEGE - Toronto, United States

Bachelor of Science: Science, Technology, And Society

MS University - India

Post Graduate Diploma in Computer Application: Computer Application

SGVU University - India

Master of Science: Information Technology

Aspen University - Denver, CO

MBA: Information Technology

SGVU University - India

Certifications

Cisco Certified Network Associate Cisco Certified Network Professional Oracle Certified

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