Responsible for all aspects of telephony applications; this includes Cisco Call Manager, Unity Connection, Nice Interaction. Zoom and Contact Center systems. Assisted with the conversion of the CWMS version of WebEx to Cloud based WebEx. Program voice mailboxes and menu applications in Cisco Unity Connection on an as-needed basis. Supervise one Contractor who manages the Call Accounting System and the Inova Reader Boards. Currently assisting with the UC/PCCE upgrade from 9.X to 11.x. Assisting with the planning, programming and converting from Nice Interaction to Zoom. Work with Call Center Management to assure all agents have proper tools to manage calls using their pc and verify all Contact Center telephone lines are recorded. Review and respond to customer requests sent via Telecom general mailbox. Evaluate and respond to move sheets received from the Corporate Support Services. Provide biweekly training to new associates that consist of telephone, voice mail, Jabber and WebEx. Liaison for external vendors and manage vendor relationships.Team Lead for the Telecommunications Department. Responsible for training new employees. The training consist of telephone, voice mail, Jabber, WebEx, Zoom Recording and IP Communicator. Tailored training material for all end points; including Cisco DX 80’s, WebEx Boards, WebEx Room Kits, 8841’s, 7975’s, 7945’s, Jabber, Unity, IP Communication and Mobile Connect. Interface with other departments; particularly the Help Desk and the Call Center using Service Now. Authorized Procurement Agent for telephony products. More than 19 years of experience in Disaster Recovery for all aspects of telephony. Change Management authorizer for telephony applications. Completed the telephone programming for a new call center.