Lorraine Putman

Accomplished Senior Unified Communications and Contact Center Engineer with over 28 years of extensive experience designing, deploying, and optimizing enterprise-level telecommunications architecture. Recognized expert in cloud migrations and contact center transformations, having successfully spearheaded the transition from Cisco UCCE to Amazon Connect and served as a steering team member for enterprise-wide migrations to Microsoft Teams. Proven track record of architecting and launching over 60 global contact centers from the ground up, utilizing advanced IVR, CTI, and workforce management (Calabrio) solutions to drive cost-effective, high-availability customer experiences.

Senior Unified Communications Engineer - International Paper - Memphis, TN

(1997 - 2026)

Promoted from Systems Specialist

• Spearheaded the comprehensive cloud migration and transformation of the enterprise contact center environment from Cisco UCCE to Amazon Connect, modernizing operations and scalability.
• Designed, launched, and seamlessly redesigned over 60 contact centers globally from inception to deployment, ensuring robust call routing schemes, virtual routing, and multi-platform integration across Avaya and Cisco environments.
• Served as a core steering team member for the corporate-wide migration from legacy Cisco IPT to Microsoft Teams; designed complex auto attendants and high-volume call queues to ensure business continuity.
• Managed the full product lifecycle of the corporate Edify Electronic Workforce IVR architecture.
• Designed, developed, and maintained the corporate Avaya Interaction Center Computer Telephony Integration (CTI) environment to streamline agent workflows.
• Integrated and administered advanced workforce optimization tools including Calabrio and the Witness eQuality call recording platform for corporate Human Resources and Information Technology Service Desk.
• Consulted with over 30 contact center managers to design, develop, and maintain historic and real-time custom reports using Avaya CMS, BCMS, and CentreVu Explorer.
• Designed advanced toll-free features and provisioned critical routing services utilizing AT&T's Route-It application.
• Managed MACs (Moves, Adds, Changes) across multiple enterprise Avaya PBX, ACD, IVR, CTI, and Cisco IPT systems; configured underlying Oracle and SQL database applications.
• Directed and executed annual failover testing for the off-site disaster recovery program, protecting critical campus communication infrastructure.
• Maintained 7x24x365 Tier-3 on-call support for all enterprise corporate voice systems and networks.

Systems Specialist - International Paper - Memphis, TN

(1997)

• Provided rigorous quality control and technical support during enterprise software conversions from cc:Mail to Lotus Notes and SmartSuite.
• Authored comprehensive technical training documentation and delivered end-user training; utilized Microsoft Project to ensure on-time delivery of application deployments.