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Voice Engineer Resume Samples
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0-5 years of experience
Configure PLAR for front office phone to reach available staff and provided QRT for quality reporting.
- Design and Implement configurations for managed network devices (routers, switches).
- Documented Call Flows for the existing IVR treatment and provided solutions for new call treatment, such as self-service applications.
- Staged and Deployed 6 new MCS-7845 according to Cisco best practices.
- Configured SRST for remote site survivability on Cisco 2911 Gateways to insure against WAN outages.
- Modified route patterns to support external mask and setup call center agent 7940 IP phones with auto-answer.
- Installed CUCM 8.x Publisher, joined new Subscribers to the Cluster and integrated with existing cluster using SIP trunks for intercluster calling.
6-10 years of experience
Performed duties in the Information Technology Division as a Voice Engineer, responsible for client setup and integration on SITEL's global voice network. Oversaw setup and maintenance of all voice systems, including all integration of reporting, CTI, SIP and various Voice Recording Systems. Managed a team of voice engineers and Voice Operations Group.
- Architected and consolidated 15 large scale voice platforms into 4 data centers, centralizing network operations.
- Architected and implemented an internal call accounting process for outbound calling and isolated troubleshooting saving SITEL over $750K in proprietary software purchases, and $235K in annual maintenance.
- Successfully installed 7 large-scale global voice communication platforms carrying 90% of the company's telephony revenue by consolidating 36 independent voice platforms saving over $9.5K in annual maintenance costs.
- Designed and initiated/programmed ACD client call flow and led architectural designs of client builds eliminating programming differences between engineers and allowing for easier client moves, adds and changes (MAC) on a daily basis.
- Influenced the movement of Frame-Relay onto Multi-Protocol Label Switching Service (MPLS) allowing better traffic prioritization (voice and data) across the Wide Area Network (WAN).
- Provided Tier III troubleshooting support, in ACD, Call Recording, CTI, SIP Trunk. Complete familiarity with Avaya CM platform products.
0-5 years of experience
Supervised, engineered, managed and maintained multiple telephony engineering projects.
- Supervised, operated, programmed, and maintained the following switch networks, Nortel meridian Option 11C, 61C, 81C (CS1000), Avaya 8700 and the Harris 20/20 LH ensuring minimum outages and down time.
- Programmed ISDN trunking within PBX in support of STU and STE secure capable telephone equipment.
- Supervised, operated, and maintained Call Pilot and Meridian mail voicemail systems. Planned and supervised switch upgrades and replacements.
- Analyzed customer current configurations and recommends upgrade and changes to system, as the client needs change.
- Performed MACS (Moves, Adds, and Changes), as requested by client either on site, or remotely. Installs programs, and maintains telephony hardware at customer sites.
0-5 years of experience
Supervised, engineered, managed and maintained multiple telephony engineering projects.
- Supervised, operated, programmed, and maintained the following switch networks, Nortel meridian Option 11C, 61C, 81C (CS1000), Avaya 8700 and the Harris 20/20 LH ensuring minimum outages and down time.
- Programmed ISDN trunking within PBX in support of STU and STE secure capable telephone equipment.
- Provided VTC (Tandberg/Polycom) support both NiPR and SiPR networks and cryptologic associated equipment for the secure conferences.
- Supervised, operated, and maintained Call Pilot and Meridian mail voicemail systems. Planned and supervised switch upgrades and replacements.
- Analyzed customer current configurations and recommends upgrade and changes to system, as the client needs change.
- Performed MACS (Moves, Adds, and Changes), as requested by client either on site, or remotely. Installs programs, and maintains telephony hardware at customer sites.
0-5 years of experience
Provided lead Engineering support for Avaya Contact Centers and Telecommunications networks locally and nationwide. Worked with on-site personnel to remotely install, troubleshoot and upgrade Avaya and Nortel Systems as needed.
- Managed Sub-Contractors nationwide to ensure infrastructures were well maintained and upgraded according to Customer's specifications. Maximized communication and technical skills to ensure a smooth delivery of Telecom Support Services.
- Served as Project Manager for installs and upgrades
- Implemented Avaya G450, G350, S8730, S8800, S8300, MMS, Session Border Controllers (SBC), Definity G3, IP Office 500, Avaya Partner, and Merlin Magix Key Systems.
- Upgraded Avaya Communication Manager's to the latest 6.3 version
- Consistently worked with Carriers AT&T, Granite, Verizon, Frontier and other LEC's to ensure SLA's were being met. Oversaw the Vendor Management of sub-contractors nationwide.
0-5 years of experience
Provided engineering and operations support for the Enterprise and Field Organizations
- Facilitated discussions with internal clients to understand departmental telephony needs, recommended process improvements, and documented requirements
- Installed PBX hardware and Messaging platforms
- Designed, programmed, implemented, and tested Call Center solutions
- Provided level three support for Network Operations Center within agreed upon SLA's
- Performed routine moves, adds and changes
- Monitored incident activity to identify, investigate and avoid potential service escalations
- Analyzed phone records resulting in significant cost savings per month
0-5 years of experience
Supported administration on the Avaya G3R telephone system and Intuity voice mail for multiple site locations within the company, which included many campus sites and large corporate facilities within the voice network. Provided and administered technical support for ongoing projects both short/long term.
- Routinely attended several scheduled meetings per week to discuss both current and future projects. This included established training on future services and products to being introduced within the coming year.
- Regularly provided daily support of problems and issues through the Remedy ticket generating software.
- Supported systems such as Avaya G3R v11r.03, Call Management System R12.2, and Audix voicemail.
0-5 years of experience
Establish and maintain company Voice infrastructure to support all I/S Technology and facilities. Avaya PBX Platforms, Definity/Intuity Voicemail Servers.
- Combined the Atlanta Computer Facility, Elmsford Data Center, and Dallas Data Center Voice Services and Voice Telco Equipment into the Enterprise Technology Center located in Atlanta.
- Designed and executed North America Call Center enhanced call routing for the Globalization Consolidation Project (announcements, ACD/Vectoring/PBX/Voicemail)
- Provided daily 24x7 customer support enhanced diagnostic and troubleshooting as required. Maintenance and planning opportunities.
- Installed and supported Avaya PBX and Voicemail Equipment ( Definity One / G3 / S5100 / Intuity Conversant and Voicemail Servers) Siemens PBX Basic Support / Merlin Legend. Including installation and maintenance of all telco services associated with each site. Switch/Router configuration and shipping.
- Implemented the E911 Procedure at Atlanta Corporate Offices and Data Center then rolled out to all North America Sales and Production Facilities.
- Ensure all networks, applications and data is secure and that BIS is compliant with SOX and all audit controls.
- Scheduling and maintained all corporate video conferencing.
0-5 years of experience
Acted as a contractor for HP Enterprise Services for Bank of America. The position was focused on implementing VoIP changes.
- Worked on PRI and T1 gateway modification and troubleshooting.
- Modified and worked in the following platforms to support customer Voice: Cisco Unified Call Manager 6.x through 8.x, Cisco Unity Connection, CER, DRS.
- Performed duties mostly focused on CUCM stand-alone to cluster migrations.
- Executed large-scale automated changes with Bulk Administration Tool (BAT) and Curl Axl Toolkit (CAT).
- Completed lab testing to ensure functionality before production changes were implemented.
- Ensured production changes maintained expected call behavior and standards through testing and troubleshooting.
- Performed regular updates in multiple change and inventory database systems to maintain accurate records and achieve SLA requirements.
0-5 years of experience
Implemented and maintained Cisco IP Telephony applications included Cisco CUCM, Cisco Unity, Cisco IP Communication
- Implemented, monitored, reviewed and reported on VoIP system health to include availability, down time, utilization, capacity planning
- Documented and maintained VoIP infrastructure policies, procedures and other documentation
- Performed VoIP systems, operations, monitors error logs and error messages to ensure customer service level agreements are met
- Provided TOI to the IT team and end-users Cisco VoIP
0-5 years of experience
The end client was upgrading its current Cisco Call Manager ver 4.x cluster over to the new Cisco Unified Communications Manager version 9.x and in addition whole Cisco UC Collaboration for Voice & Video. The effort is to global office of Syniverse Technologies. Introduce Cisco Jabber as the Instant Messaging client for users by moving away from Microsoft Lync and deployment of Cisco WebEx Meeting Server solution for audio conferencing and desktop sharing.
- Provided Solution Architect and Design/Implement as per the Cisco Best Practices.
- Brought standard into the new parallel deployment of CUCM, CUC, IM&P, and WebEx.
- Full use of Cisco new server hardware UCS C Series and Virtualization using VMWare.
- Conducted white board session on moving to SIP architecture from PRI's
- Kept architecture documentation current and reviewed and updated all documentation for quality, accuracy, content and consistency.
0-5 years of experience
Added, moved, changed, and troubleshot Cisco IP telephony devices migrating from PSTN to VoIP.
- Supported IP users and identified network and server impact when administering changes.
- Configured Cisco CallManager 4.1 on Windows 2000, Exchange Server, Active Directory, and Lotus Notes with Cisco 7941 and 7961 IP phones.
- Implemented VoIP connectivity to SIP endpoints.
- Inserted route plans and MAC addresses on IP phones.
- Administered Juniper ISG 2000 10/100 GB traffic, call-path and unity for voice-mail deployment installation.
- Migrated Nortel Option 11/81C Avaya PBX to 7961 G series Cisco IP Soft Phones & Cisco Call Manager 4.1
- Troubleshot and resolved software and hardware problems including diagnostic remote loopback testing and bridging end-to-end testing for total VoIP migration.
6-10 years of experience
Led a group to meet aggressive deployment and performance objectives for the enhancement and maintenance of a 2000 port international VOIP\TDM system, 30-host High definition videoconference system, and 600-node wireless telecom infrastructure.
- Managed the daily operation support of Call Center.
- Recommended, designed and implemented telecommunications, voice network technologies, call center technologies, and voice recording technologies and video conferencing technologies.
- Worked with VOIP, Soft phone technology, multimode high definition video conferencing, CTI implementation, SIP trucking and advanced international call recording\reporting systems.
- Managed and implemented technology to ensure that corporate telecommunication infrastructure, network and phone systems meet acceptable uptime, performance and capacity requirements.
- Traveled to regional offices to resolve technical telecommunication equipment problems.
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