Greg Cording Email & Phone Number

San Francisco, Ca, Us

Super lucky to describe our cool Talkdesk Architecture to prospective Clients/Partners, providing problem solving and exploration of Integration Patterns to unlock business value.Honoured to support our incredible Solution Engineers with Architecture related training (Talkdesk Architecture Certified), and supporting them during complex telephony and Enterprise discovery client sessions.Proud Technical author of Talkdesk Technical Reference Guide (TTRG), Talkdesk Integration Guides and Master Architecture Deck.Best job of all, enabling our clients to have rich and rewarding interactions with their amazing customers across any channel they choose.

London, Gb

Reporting to the Vodafone UK IT Domain Lead for CX & Contact, I provided Contact Centre / Unified Communication Design, Strategy and Implementation leadership for new solutions and services integrated with the Customer Contact Centre Infrastructure.• Analysis of customer requirements.• Solution determination.• Presentation of IT Design Assessment to Architecture Review Board.• Translate requirements into High Level Design (HLD) / collaboration with vendors on HLD.• Implementation and Risk Mitigation Planning (migrations, number porting, Test & Turn-up).• Technical Leadership throughout implementation.• Operational Readiness and HandoffAccomplishments include Lead Architect for:• Migration from Nice Interaction Management to Verint WFO 15.2 including Speech and Text Analytics, WFM (WFM Mobile App).• Migration of Avaya Proactive Contact to Proactive Outreach Manager (POM) Omni channel outbound contact (Dialler).• Contact Centre Telephony Upgrade from Avaya Aura R6.3 (System Platform) to Aura R8.x on VMware Cloud Infrastructure leveraging VMware HA for DRS, vMotion etc.

Dallas, Tx, Us

Reporting to the Director of Global Engineering and accountable to the Chief Voice Architect I provided Unified Communication Design and Implementation leadership for EMEA and Americas Voice Transformation Projects across both Avaya and Cisco UC platforms.• Capture of customer requirements through interview with Business analyst.• Analyses of Avaya or Cisco UC and Network architecture through GUI, CLI, Netbrian etc. for configuration discovery, including CUCM (device pools, configuration of existing Voice Gateway (H323, MGCP, Voice PRI FXS, FXO NIMs), Access Switch and WAN Router configuration for Voice (802.1x, mab, circuit ef cos bandwidth, dsp for mtp / conference bridges / transcoders / SRST using SCCP and or SIP, ASA Firewall object groups).• Translate requirements into High Level and Detailed / Low Level Designs for Enterprise Voice platforms based on Cisco Unified Communications Manager (CUCM) and or Avaya Aura Communications Manager (ACM), including integration with SIP Trunks, SBC, CUBE, IPC / BT Turret Systems and Verint Voice Recording. Firewall traversal (ASA Firewall object-group nesting)• Implementation and Risk Mitigation Planning (migrations, number porting, Test & Turn-up)• Implementation support and Triage of issues such as 802.1x Authentication (EPoL, SSL), QoS related, use of Wireshark pcap and analysis.• Change Management (RFC/CRQ) and Work Center / 3rd Party implementation oversight.• Operational hand-off. Accomplishments included:Leading the migration of newly acquired Green Investment Bank (GIB) UC services (300+ user's) from the legacy CUCM Hosted Platform to Macquarie CUCM Cluster. Discovery through interview and analysis. Creation of HLD and LLD, support of AT&T centralized engineering team both Voice and Data to implement, test the solution and go live migration.Technical lead for the Design, deployment in the migration of users to the new Maquarie Group, Mexico City HQ office.

Dallas, Tx, Us

As trusted Senior IPT Project Engineer to American Express Account I provided EMEA focused Project Engineering and Operational Support of the Avaya and Cisco IPT Architecture.Tasks include:• Collaboration with HP and Amex Voice Architect peers in cutting new designs, additions and refinements of Amex Enterprise voice architecture.• Solution Design and Technical Lead resource for new and additional Avaya IPT Solutions within the American Express Enterprise Voice Core, interfacing directly with the Amex and HP Voice Architects.• Contact Centre ACD Vectoring Call Flow Design, Implementation and Operational Readiness Testing.• Mentoring peers on Avaya IPT including IP Network Region Design (H.323 Alternate Gatekeeper List considerations), Call Admission Control, IP Phone/Gateway Registration Loading across Port Network Gatekeeper resources, Voice traffic design and loading and Dial Plan utilization/rationalization as well as operational issues and troubleshooting techniques and process.• Generate both High and Low level IPT Project Solution Designs for Implementation.• Creation of generic Implementation and Operational Readiness Test Plans, driving standardization of delivery and testing across the AT&T LCM, reducing delivery time and improving quality. • Drive Change through American Express Change Management Process including presentation of Change to Change Advisory Board• Identification and resolution of IPT issues through Project Life Cycle such as Cisco DHCP IOS, LLDP interoperability, Avaya Communication Manager and Avaya IP Phone Software/Firmware issues. Extensive experience of using Wireshark to capture, analyze and document issues.

Dallas, Tx, Us

IPT Project Lead for Sun Microsystems Next Generation Office in Paris France, Planning and execution of Phased migration from Legacy TDM Avaya G3r to Cisco Unified Communications Manager and Cisco Unity Connection 7.x for 600+ users, MGCP Media Gateway Integration, H.323 Gateway Trunking to Avaya Communications Manager 3.x Hub Sites, H.225 Trunking to Legacy Gatekeeper environment, ISDN Q.931 debugging of both Cisco 3845 Media Gateways and legacy H.323 (H.225) Gatekeepers.Installation and testing of Unified Communications IPT Architecture both Avaya and Cisco for Sun Microsystems CTO Lab.Project Technical Lead for Avaya product and architecture selection of new builds and upgrades of Sun Microsystems locations.EMEA wide Sun Support Contact Centre solutions and CRM.Engages with Voice Architecture, finalize design and plans and implements.S8xxx Media Servers, Gxxx Media Gateways, ESS, LSP, SIP Enablement Server (SES), Application Enablement Services Server (AE Services).VoIP Bandwidth requirements.VoIP system DSP Resource assessment.Review QoS EF/CoS1/DSCP 46 bandwidth utilization reports.IP Network Region Design incorporating MPLS Virtual/Ghost Network Regions.

Dallas, Tx, Us

Working within the EMEA LCM as a contact consultant I delivered customer focused Project and Operational support of the global voice network for Sun Microsystems Inc.My role was primarily a project engineering however I also assist the front line operations team with fault finding, MACs, tier 3/4 escalations to Avaya.Projects have included:Avaya SIP Enablement Server installation and integration of Cisco 7960 SIP handsets, xten-lite softphones Avaya CM 3.1.4 S8710 SIP trunking to SES, EC500 for use with One-X Mobile Dual Mode , OPS integration/mapping of CM stations to SIP clients.IPT deployment of G700 Gateways utilizing new MPLS network, Network region design to accommodate Call Admission Control for limited QoS EF bandwidth, Avaya ACD Adjunct integration for Call Vectoring with Genesis T-Servers and Nortel IVR (provision of both MapD ASAI signaling and E1 interfaces).Support of Forklift upgrade of legacy Avaya Definity G3r and G3Si to S8xxx media servers configurations with G650 Media Gateway.

Integra Networks PLC, an Avaya Gold Partner for the installation and maintenance of Avaya Network Alchemy Argent Branch and Argent Office IP-PBX’s. The Argent product (which has now been replaced by Avaya IP office) incorporated an ISDN30 and ISDN2e ISDN/WAN router, integral 10/100Meg switch, Caller ID enabled POTS blades expandable up to 180 ports.While with Integra Networks I provided Help Desk/Field support based from the Chertsey office using a remote administration suite to identify issues from faulty handsets to debugging ISDN traces, Wan/ISP Traffic via the ISDN router and H.323 H.245 (VoIP/Control Protocol) Traffic issues. Vendor escalations for both PRI and BRI ISDN issues. IP traffic analysis for identification of unauthorized Internet access by customer employees.

Indeserve is a National Organization costing of 16 regional offices providing expertise in the Telecommunication Industry. Technical Services provided cover: -Network installation support and Management, such as Structured Cabling solutions (Krone ™ Installer of the Year 1999), Server-LAN-WAN installation and support.Provision of Network Services for Telecom NZ (Primary Telecomm Service Provider) e.g. PSTN, ISDN and ADSL. Preferred supplier to Telstra NZ, Erricson NZ and Alcatel NZ. Projects:National roll out of the Alcatel P4400 PABX to the New Zealand High and District Courts Www.alcatel.co.nzMaintenance of the MD110 for Erricson NZ, providing “on site” fault diagnostics for the Help Desk and carrying out Adds Moves and Changes. Www.erricson.comMaintenance of Telstra NZ services, including testing PRI and ATD’s, (Automatic Toll Dialers) PSTN digit insertion units for access to the Telstra NZ network. Www.telstra.com

Docklands, Vic, Au

N. James Communications is an N.E.C approved supplier in the installation and maintenance of their PABX products. During my employment with N.James I was involved in the installation and commission of the NEAX 7400 ICS 120 P.A.B.X incorporating On-Ramp PRI, In-Dial, and PSTN network connectivity.Duties included: - Identification of network services in place and customer related facility cables, proving of customer MDF/IDF records.Installation of ICS 120 PIM’s and associated LT equipment cables, krone module terminated onto the MDF/IDF. Population of PIM cabinets with Processor, SMDR AP00, PRI 30DTC + SC01 d-channel, Bus card, 4COT, extension cards digital/Analogue etc.Periphial device install, eg Voice Mail such as VM500 with Office Term TAPI solution, NEAX MAIL internal VM, Navigator Call Centre report generator and associated Split Strip Displays.Initialisation of P.A.B.X and programming of Office Data

Tie/Communications Inc. was a manufacture of the ONYX and Buscom product family of PABX systems and sponsor of the Jordan F1 Team.My position of Field Service Engineer and dedicated System Engineer for the Jordan F1 Team included fault diagnostics and repair, technical support, installation and commission projects incorporating site surveys, customer / contractor liaison and post install support, client training, DASS II /ISDN2e and analogue network faults. Supported Tie products included: -ONYX-72*180, VSN 16*48 PABX and the MARQ II, EK816 Key systems, manufactured for BT, Tie Info Manager ™ Voice Mail System (CTL development) incorporating IVR features. Computer Telephony Integration utilizing TAPI and TSAPI windows interfaces (CTI). SMDR applications Opal ™ and Phone Control ™ Call Management Systems.

Kista, Stockholm, Se

The two Ericsson’s projects consisted of the Construction of the AXE10 Digital switch to replace the old Analogue TXE 4 exchange.Duties included assistance in the construction of the AXE10 switch, (JIFF) jumpering and termination of the new MDF (either Wire-wrap soldered or A8 Punch-Down), cut over of exchange services to users and recovery of old jumpers in frame. Preparation of site documentation for presentation to client.

Totnes, Devon, Gb

West Devon Borough Council comprises of two site’s, with the head office located in Tavistock with 250 users utilizing Novell 3.11 Server, Ethernet network with IPX and TCP/IP protocols, 3Com ECS LinkBuilder Hub with Cat5 structured cabling, Fibre links to outbuildings with 3Com mini hubs providing Fibre to UTP connectivity, BT Kilostream for WAN access to the Oakehampton site with around 50 users also supported by a Novell Client/Server environment. Duties included the 1st level support of users in the operation of MS Office, Perfect Office, Windows for Work Groups, Novell v3.11 server and Kyocera printers. Identification of new network products of benefit to the network and subsequent communication and purchase, monitoring of LAN traffic for analysis of any potential problems, general house keeping of the server.

London, Gb

Implementation of British Telecom Projects at various site’s through out Cornwall with one of the largest projects being the roll out of the new Featurenet system replacing the old Meridian switch. Duties included secondary site survey to identify and resolve problems with the installation of proposed voice Network.Installation of cable and containment systems, MDF/DP jumpering and termination. Overlay wiring, proving of all pairs back to the exchange, change over of new switch and the recovering of old jumpers. Preparation of site documentation for presentation to client

Munich, De

Implementation of various large scale projects with the installation of Cat5 UTP and Fibre Optic Networks, these primary networks being FDDI and Ethernet.Duties included secondary site survey to identify and resolve problems with the commission of proposed network.Installation of Physical Network Topography support of Network Specialist in the commissioning of active equipment in most cases 3Com MSH smart Hub’s as well as associated sub-network’s active equipment.Testing of all installed systems using UTP MOD-TAP pair testers and Penta Scanned to ensure Cat5 concurrence to AT&T standards, all documented for presentation.Client Support in hand over and Commission of Live Network.Projects included: Cambridge University, Guys Hospital, National Health Executive Office, Nyrex UK (Oxford), Canada Life (London), Midland Police Authority, Lord Chancellor's Department, Guy’s Hospital.

Hnd, Telecommunications Engineering

Diploma, Engineering