● Lead team that supported entire telephony infrastructure. This included CM (AURA), AES, AEP, Aura Messaging and LSP gateways.● Implemented multichannel Avaya Aura Contact Center 6.4 for voice and IM customer interaction with Aura Communications Manager with Session Manager.● Created routing scripts using Orchestration Designer.● Used hardware appliance for small contact centers and deployed Aura on VMs for larger business units.● Created a scripting standards document outlining the correct use of variable mapping and general call flow requirements.● Ticket management and documentation including writing KBA articles, Visio call flow and network diagrams. Including both customer facing and internal documentation.● Designed, implemented, and supported Avaya Aura Communication Manager systems using S8300, S8400, S8500, and S87XX servers● Supported Avaya Definity TDM PBXs G3r, G3si, and Prologix and migrated users to newer Aura systems.● Created as-built, high level design, and low level design documents for existing and new environments.● Implemented Avaya Intuity AUDIX VoiceMail using Intuity Modular Messaging.● Lead the migration effort from TDM based systems to full VoIP environment.● Worked with providers for circuit turn up, testing, and troubleshooting inbound and outbound issues.● Implemented Call Management System with CentreVu Supervisor.● Performed advanced ACD programming in CMS with Avaya CM Server integration.● Designed ARS and AAR route selection including DCS and DCS+ for Avaya CM and Definity● Worked as technical lead for all high priority issues. This included running P1 troubleshooting, high priority tickets, and issues escalated form L3.

● Responsible for maintained, administration and support on all S8700 servers.● Implemented redundant platform serving over 100 individual client's business requirements and over 2000 agents.● Designed and implemented AAR/ARS routing. ● Worked with businesses to determine COR requirements and configured them within the PBX environment.● Designed and configured extensive vector scripting● Created and maintained VDN routing● Created all necessary Hunt/Skill/Split builds● Implemented, monitored and supported all CMS servers. ● Support end user installation and use of CMS.● Performed all moves, adds, and changes in call center environment.● PBX error/alarm troubleshooting● Implemented and supported NICE and Dictaphone call recording systems.

● Diagrammed call flows and performed extensive scripting.● Deployed and maintained the enterprise VoIP Platform for all business each unit having its own circuits and unique business requirements.● Worked closely with business units to capture requirements and gather information about existing PBX and key systems.● Deployed, Administered and Maintained Avaya S8700/S8500/S8300 servers and G700/G650/G600 media gateways.● Administered and maintained Avaya Modular Messaging systems.● Upgraded and maintained Avaya CMS and CenterVu supervisor system● Deployed and configured Conversant IVR systems.● Preformed moves and migrations form analog systems to the newer Avaya platform.● Preformed all maintenance and troubleshooting on the Avaya Interaction Center● Deployed Predictive Dialer including the CTI blended desktop application● Worked with carriers for circuit turn ups and troubleshooting.● Built extensive routing including Variables, VDNs, Vectors, Skills, Adjunct Routing, Off-PBX Routing● Worked as a high level escalation point for all issues within the call center and PBX environments.