Sr. Telecom Contact Center Analyst at Evolent Health (2021-07 – Present)
- Support and Maintenance: Manage and provide ongoing support for key telephony and contact center technologies, including VoIP PBX, ACD, IVR, CTI, eFax, and Workforce Management systems.
- Collaboration with IT: Work alongside the IT team to configure, implement, and maintain contact center applications, ensuring their optimal performance.
- Troubleshooting & Issue Resolution: Proactively diagnose, troubleshoot, and resolve technical issues, ensuring minimal disruption to contact center operations.
- Service Requests & Incident Management: Efficiently handle service requests and incidents, ensuring proper prioritization and timely resolution per Evolent's IT Change Management and Incident Management processes.
- Performance & Optimization: Partner with contact center operations to analyze business requirements and recommend technical solutions to improve performance and processes.
- Design & Configuration: Design, configure, test, and maintain contact center call flows, system updates, and integrations to optimize system functionality.
- Training & Support: Deliver training and hands-on support to contact center staff and end-users to ensure effective use of technologies and applications.
- System Monitoring & Insights: Monitor system performance and capacities, provide data-driven insights, and proactively recommend improvements to enhance system reliability and operational efficiency.
- Documentation: Develop and maintain system documentation, including configurations, troubleshooting guides, knowledge base articles, and operational procedures.
- Stakeholder Liaison: Act as the liaison between IT and contact center stakeholders, ensuring clear communication of system capabilities and limitations.
- Industry Awareness: Stay informed on industry trends, emerging technologies, and best practices to recommend innovative solutions that enhance the customer service experience.
- On-Call Support: Provide periodic on-call support to ensure uninterrupted contact center operations.
- Create and manage back-up procedures, documentation, call flow diagrams using Visio and end user guides.
Staff Implementation Manager at NICE CXone (2019-06 – 2021-06)
- Collaborated with both new and existing clients to implement NICE products.
- Responsible for setting up and implementing technical systems and applications, utilizing various configuration tools within the NICE platform.
- Developed User Acceptance Test (UAT) Plans and managed the UAT process with each client.
- Troubleshooting issues during the implementation phase.
- Managed multiple customer engagements simultaneously.
- Provided feedback to the Product Management team to support product enhancements.
- Adhered to established project deadlines to ensure timely delivery.
- Assisted customers in maximizing the value of their investment in the NICE platform.
- Work with other NICE teams to improve processes and design more efficient configurations for client portals.
- Provided clear and transparent project status updates.
- Demonstrated strong attention to detail.
Sr Telecom Analyst at Signet Jewelers (2018-02 – 2019-06)
- Provided daily operational MACD support and system administrator for the Interactive Intelligence (i3) system including IC Business Manager, IC Administrator, IC Attendant.
- Provided technical business analysis and project management for technical projects within the contact center.
- Managed relationship with technology vendors and work with IT support teams for complex issue resolution.
- Utilize Service Now and JIRA for documenting and tracking issues.
- Maintained call flow diagrams/documentation and call center telecom inventory (DID's/Toll Free's).
- Worked with finance department as well as our TEM vendors to reduce overall telecom spend reduction by auditing bills, consolidating services and removing services no longer in use.
Senior Telecom Analyst at XO COMMUNICATIONS / VERIZON (2011-10 – 2017-12)
- Provided design and engineering support for the Aspect ACD's, Aspect Director/Producer and Aspect eWFM.
- Provided daily operational MACD support as the Aspect ACD System Administrator, v9.3.
- Provided daily operational MACD support as the LiveOps Call Center System Administrator.
- Provided daily operational MACD support for CISCO UCM/CISCO Unity (1000+ end users).
- Utilized Remedy Ticket System to track and manage issues as reported.
- Managed vendor relationships for various platforms and systems.
- Built and maintained site inventory of all telecom assets using an in-house TEM system.
Senior Telephony Engineer at AMTRAK (2009-08 – 2011-10)
Contractor
- Provided daily operational MACD support as the Aspect ACD System Administrator, v9.3.
- Evaluated call center requirements based on business needs and created a statement of work in order to document all requirements and tasks to implement and support the solution.
- Managed call center SLA and agent performance reports via Crystal Enterprise 10 and SAP Business Objects.
- Monitored and analyzed real time system status for all telephony systems by utilizing the Empirix.
- Analyzed system alerts from the Nuance IVR and worked with the vendor to troubleshoot and resolve issues.
- Provided 24x7 On Call Support.
