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 tools integral to modern contact center operations and IT infrastructure management.● 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 includes a wide array of platforms and tools integral to modern contact center operations and IT infrastructure management.● 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 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.● Utilize Cisco Unified Intelligence Center (CUIC) for reporting and analytics, creating custom reports and dashboards.● Employ SQL querying for data analysis and system monitoring, aiding in decision-making and troubleshooting. Show less

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 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 telephony infrastructure● Take part in on call rota to deal with out of hour outages and appropriately assign priority according to severity● Developing reports in CUIC using SQL for the operations and technical teams to better understand our telephony's performance and identify area's for improvementProducts supported:● Cisco Unified Contact Center Enterprise● Cisco Unified Communication Manager● Cisco Unified Intelligence Centre● Cisco Finesse● Cisco Jabber● Verint Call Recording● Microsoft SQL Server Management Studio Show less

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 product line infrastructure.Responsibilities:● 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 Aura product line infrastructure.Responsibilities:● 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● Consolidation of legacy systems● Improving system uptime and performance● Providing remote and onsite out of hour support where required● NICE Engage Call Recording user and system administration● Callmedia CTI supportProducts supported:● Avaya Communication Manager● Avaya Session Manager● Avaya Aura Messaging● Avaya CMS Supervisor● NICE Engage Call Recording● Callmedia CTI● Tiger Prism for CDR reporting● MyInbound by Gamma Show less

Bachelor Of Science (Bsc), Music & Audio Technology

Activities and Societies: Fundraising for ActionAid

National Diploma, It Practitioners (Software Development), Mmm