James Lineham Email & Phone Number

London, England, United Kingdom

• In my current role at Natilik, I specialize in managing and optimizing Contact Center as a Service (CCaaS) environments, with a focus on Cisco and Webex technologies. My expertise includes a wide array of platforms and.
• Administer Cisco Unified Contact Center Enterprise (UCCE) including ICM scripting, and manage CVP's, Loggers, Router/Logger (Rogger) and AW/HDS servers.
• Utilize platforms like… Show more In my current role at Natilik, I specialize in managing and optimizing Contact Center as a Service (CCaaS) environments, with a focus on Cisco and Webex technologies. My expertise.
• Utilize platforms like Acqueon, Eleveo, and Calabrio to augment customer interactions and data analytics.
• Oversee the Intelligent Contact Management (ICM) for routing and call management strategies.
• Maintain and optimize SQL Databases, ensuring data integrity and performance.

Bristol, United Kingdom

• Telephony Support Analyst for the RAC, providing technical support to users across 3 sites in the UK for Cisco UCCE telephony infrastructure.Responsibilities:
• Providing telephony support to around 3,000 end users as part of a small inhouse team
• Building and documenting IVR's and call flow configurations in Cisco UCCE
• Monitor telephony systems and provide real time reports to the team and managers
• Undertake regular house keeping tasks to ensure smooth running of… Show more Telephony Support Analyst for the RAC, providing technical support to users across 3 sites in the UK for Cisco UCCE telephony.
• Undertake regular house keeping tasks to ensure smooth running of telephony infrastructure

Bristol, United Kingdom

• Telephony Support Analyst for Teleperformance, working as a small dedicated team responsible for providing technical support to around 10,000 users across 10 sites covering the UK and South Africa for Avaya Aura.
• Providing telephony support to around 10,000 end users as part of a small dedicated team
• Building and documenting IVR's and call flow configurations
• NGN/DDI cloud based IVR routing
• Vector programming in Avaya
• … Show more Telephony Support Analyst for Teleperformance, working as a small dedicated team responsible for providing technical support to around 10,000 users across 10 sites covering the UK and South Africa for Avaya.

Bachelor Of Science (Bsc), Music & Audio Technology

Activities and Societies: Fundraising for ActionAid

National Diploma, It Practitioners (Software Development), Mmm