Unified Communication / Contact Center Engineer
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With 19 years of Unified Communications experience with the last 10 focusing on the Contact Center and Recording space, my focus on Cisco UCCE and NICE Call Recording implementations have consistently delivered solutions for key deployments with market leading clients. This includes 10 years at American Express a leader in the financial market deploying solutions around the world in their key markets.
With extensive experience as a network engineer and a robust background in contact center technologies, I am excited about for opportunities to leverage my skills in supporting, designing, and deploying enterprise-level solutions for voice and data networks.
During my tenure at American Express, I honed my expertise in managing and optimizing NICE Engage and Genesys GIR Recording solutions, ensuring the security and efficiency of our systems. I successfully developed a custom report distribution application that automated the export and secure transmission of data to backend partners, showcasing my ability to innovate and streamline processes. My technical proficiency allows me to conduct comprehensive analysis and troubleshooting for both new and legacy deployments, ensuring seamless operations.
Previously, I played a pivotal role in the maintenance, development, and deployment of global contact center systems, including Cisco ICM, CVP, and CUCM, supporting over 40,000 agent seats worldwide. I led the design and deployment of new sites, successfully implementing Cisco UCCE and Genesys solutions, and integrated various systems such as the Outbound Aspect Dialer and Cisco Communications Manager.
At Black Box Network Services, I advanced to Senior Technical Support Engineer, where I managed a diverse portfolio of Cisco Unified Communications solutions. My responsibilities included crafting RFP responses, developing network design proposals, and overseeing major projects, such as the successful implementation of the Concessioner network at San Diego International Airport. Additionally, I managed the E2Net network for the U.S.
Air Force, supporting ten bases nationwide, and led several international deployment projects.
My career began in IT management and software support roles, where I gained valuable experience in network infrastructure and telecommunications, including administering MS SQL Server and performing development tasks using Visual Studio .NET. This diverse background has equipped me with a well-rounded skill set and a deep understanding of contact center operations.
