Responsible for all aspects of the IVR and all supporting applications for 3000+ seat call center spanning 16 lines of business and over 30 CVP/IVR apps and related ICM scriptsManage Development group of 12 split between on and off shore Vendor management, contract reviews and negotiationsJIRA/Agile trained Product ownerTechnical design and build in CVP, ICM, Finesse. Completed CVPDJDesigned and led development of custom web application/SQL DB that allows business controls over processes in the IVR Application that would normally require code changes.

Working with Cisco Advanced services my focus was in Applications on UCCE, primarily in ICM and CVP. Working directly with clients, I worked on solution designs, builds, deployments and optimization.

Cisco UCCE Admin. Responsible for the daily operations of the Contact Center solution. From carrier to Skill Based Routing, hardware and application.• Managed and developed in CUCM, UCCE, ICM, CVP and off system integrations.• Designed and reconfigured dialer Campaigns to optimize and stabilize outbound production on UCCE• Developed new CVP and Call Studio programs for CS survey, Call Routing and more• Designed Call Flow in ATT "Route It" to accommodate new and existing TFN routing• Negotiated new Telecom contract to move company to Level 3, saving the company over $250,000 annually• Planned and Performed the Carrier Migration; Resp Org, reconfiguration of the H.323 gateways and other UCCE components with Zero loss of production • Designed and deployed, (*8) Carrier based call redirect, aligning the programming of Cisco UCCE ICM and CVP with the Carrier RACC Portal programming of all destination• Designed and deployed "Local Presences", where most all outbound calls are ANI masked to a local number that upon dial brings the customer back to the specialized divisions of the Call Center. Carrier and Cisco programming.• Lead the development to move the "Outbound" workforce into a blended environment increasing productivity and reducing the Customer Service demands of inquires about call attempts.

• Successfully Migrated Quantum Service from a Third Party Dialer to an in-house Noble System• Built and deployed a fully functioning IVR with Account lookup and Authentication• Built and deployed all DNIS, Call Center routing, Overflows and Voice Mail redirects• Developed and deployed Call lists programming and Dialer Strategy• Built management training/guideline document for Maestro and System Operations• Designed Dialer System for full Disaster Recovery• Support remote access and multi site connectivity. • Assisted in development of Agent Interface for Call Guidance, Data Collection and Adherence• Assist in all aspects of Call Center operations in relation to both Production and Technologies• Assist in development of other IT system projects both in relation to Call Center Operation and other business units. • Build reporting and Data tracking tools• Manage extensive daily reporting structure

As part of the Call Center Technologies Unit I ran a Linux based ACD and Dialer based platform (Noble). I was responsible for the day to day health and maintenance as well as developing call patterns, dialing strategies, list creation logic, IVR and ACD Skill based routing for the Mortgage servicing division.

I was hired to and completed the building of their QA department. During this time I ended up taking over the operations of the Call Center phones System which lead me to my current career as a Telecom Sys Admin