Joshua Turner Email & Phone Number

Norwalk, Ct, Us

Josh was recruited by this multi-national home emergency repairs and improvements company into a telecom engineering role before being quickly promoted to his current role as a Solutions Architect for Cisco Unified Customer Voice Portal (CVP), IVR, telephony integration, and Cloud technology solutions development. He leads a team of 4 in architectural planning and strategy, solution development and integration, and technology administration. He oversees voice/call route optimization projects and scripting algorithm development through all stages of planning, testing, documentation, and support. He also works with engineers, vendors, and business teams in voice infrastructure, application, and solution strategy, engineering, deployment, and administration.Position highlights include:► Leading the solutions architecture design, buildout and migration for the US from Cisco CUCM v10.5 to Cisco Unified Contact Center Domain Manager (CCDM) v12.5 in collaboration with third-party providers.► Upgrading to Cloud-based solutions (NICE IEX, Calabrio Call Recording, Jabber) to nimbly enable work-from-home solutions and at-home agent monitoring.► Scaling voice solutions to enable 2x customer growth and 500K calls/month with minimal agent increases (CVP, courtesy callbacks, SocialMiner).► Designing advanced call routing using Google Dialogflow and Twilio with a vendor.► Integrating 3rd party voice and IVR solutions into the Cisco platform to deliver new capabilities like automated speech recognition and voice sentiment analysis, including Twilio and SmartAction.► Revamping IVR platforms and optimizing call flows for acquired companies.► Innovating solutions with Nuance ASR, TTS, Cisco Finesse, CVP Java APIs, J2EE, JavaScript, JSON, Web Services/SOA, VXML, SQL Query Analyzer, RCD/TCD, Call Trace, and Log Analysis.► Delivering projects in a hybrid Agile-Waterfall environment and creating a deployment success template modeled for global UC transformation.

New York, Ny, Us

In this role, Josh drove the evaluation, engineering, testing, and support of unified voice solutions for American Express's mission-critical contact center environment. As American Express transitioned away from Avaya in their worldwide operations, Josh aligned the capabilities of Cisco's UCCE platform with the needs of the business.Position highlights included:► Evangelizing the Cisco Unified Call Center Enterprise (UCCE) platform to enterprise business teams.► Facilitating the migration to the Cisco Voice Infrastructure.► Piloting new technologies and leading the development of new product and service innovations.► Integrating Cisco Prime Collaboration and Jabber into the UC environment.► Delivering projects in a hybrid Agile-Waterfall environment.

Houston, Texas, Us

In this role, Josh led initiatives to optimize call center performance by guiding the development, implementation, and support of telephony and unified communications solutions. He collaborated with key business stakeholders to understand the needs of the operation, then he developed solutions based on his in-depth knowledge and technical expertise.He coordinated with project resources and facilitated the ongoing change management process related to voice network and unified communications solutions. Josh also managed the relationships with voice and UC vendors, and he oversaw the administration of service contracts.Position highlights include:► Evaluating opportunities to enhance or optimize the Cisco Unified Call Center Enterprise platform architecture using a hosted or Cloud (SaaS/IaaS/PaaS) environment.► Driving the migration to the unified communications platform to replace the legacy Mitel platform at multiple sites with the Cisco Customer Voice Portal (CVP), UCCE, Finesse, and Calabrio.► Recommending continuous improvement strategies based on emerging trends and new regulations.► Strengthening the integrity of data and performance reporting.

Phoenix, Az, Us

Josh designed and implemented voice network solutions and provided ongoing technical support and administration for the network infrastructure. He interacted with stakeholders of the business to identify their needs and develop appropriate solution strategies. He also engineered and tested the architecture design. Josh was originally hired as a Customer Support Representative, where he quickly showed his value to the organization. He was promoted within 6 months to Telecommunications Technician, performing IT telephony switch moves, adds, and changes as well as providing support to the telecom network.Position highlights included:► Working with the network engineering team to transform the network infrastructure and IP telephony platform as part of a $4.6M upgrade and expansion of the call center operation. ⍟ Deploying the NICE Perform solution and managing the migration from IPCC Express to UCCE 7.2 and 7.5 with full failover and redundancy across 2 data centers. ⍟ Expanding the CUCM cluster from 2 to 6 subscribers. ⍟ Migrating from Tier 2 to Tier 1 carrier services and creating a 7-digit dialing plan.► Optimizing the call flow architecture and improving the call routing capabilities by integrating CTI with the CRM desktop, helping to reduce abandon call rates by 75%.► Upgrading the copper DS1 to new DS3 trunks.► Designing and implementing a GeoMesh/GeoMax Ring network to unify services across 4 remote sites.► Leveraging virtualization to expand the server infrastructure capabilities without the requirement for a new server cluster.► Migrating to SIP over MPLS from a circuit-switched telephony platform to achieve increased speeds while cutting telecom costs 47%.► Implementing Cisco IP Communicator over VPN for the secure interconnection of 500 remote agents.► Porting 15,000 DIDs and deploying redundant Cisco SIP CUBE routers.

Tempe, Az, Us

Josh was hired as a Revenue Accountant and quickly promoted to the leadership role managing business development operations. In this capacity, worked with the General Counsel and Chief Compliance Officer to set policies and procedures as well as to ensure standards compliance within the operation. Josh also performed risk assessment and remediation to prepare the business for intensive internal audits.Position highlights included:► Establishing and managing IT project teams comprised of application developers and other technical talent to direct the redesign of the front-end Web application to drive performance and data security.

Tempe, Arizona, Us

Josh oversaw the analysis of payment trends and outstanding receivables for a multi-billion-dollar portfolio. He worked with cross-functional teams to execute his task. Josh was well recognized as instrumental in helping to ensure the seamless adoption and execution of Sarbanes-Oxley (SOX) compliance standards.Position highlights included:► Aiding in the design and implementation of billing solution that successfully brought in $20M in un-captured revenues.

Master Of Science (Ms)

Bachelor Of Arts (Ba)