Worked to maintain a call center environment handling several thousand phone calls daily. Managed day to day tasks such as creation of new user extensions and voicemails. Built and ran reports on various statistics including call volume for the various business centers using Avaya Centervu software as well as exporting the raw data to Hyperion and building custom reports. Worked to align data from SQL and Informix databases with customer information and create meaningful reports. Used excel to provide the business with analytics on call volume and data to help drive business decisions. Worked with the business to design and build new call flows for new toll free numbers and lines of business. Worked with Avaya based vectors, vdns, queues, hunt groups, and most traditional call center functions. Maintained the NICE call recording system ensuring all required users were recorded, and providing health checks on the servers to ensure minimum interruption in call recording. Installed and maintained NICE Workforce Management suite and imported call data history and users for initial setup. Used automation software to automate repetitive job functions and to optimize work time. Created user guides used by the business for training on various systems. Worked to design and install new infrastructure in several new buildings including telephony and network routing hardware. Worked to transition the business to several new platforms during my employment, including moving from a premise base PBX to a cloud based voice solution, Serenova.