Call Center Systems Engineering Lead• Oversee and provide technical direction and guidance for a team of 7 PBX Software Engineers.• Plan, architect, test and install voice over IP (VoIP) solutions for large enterprise call centers while following enterprise change management guidelines.• Monitor software and hardware capacities, software release levels, and operational performance of Avaya 11 Call Center FCE Server Site PBXs supporting 40,000 Agent Seats.• Oversee the establishing, documenting, and maintaining Avaya voice standards throughout the global enterprise; increasing efficiency and accuracy of the staff’s execution of moves, adds, and changes.• Perform installations and upgrades of Avaya and Cisco equipment.• Work directly with network engineering team to ensure VoIP QoS is maintained throughout the WAN.• Act as the Tier 4 Escalation point for all chronic operational issues not able to be resolved within the firm’s Voice Operations organization.