Jeff Reitzes Email & Phone Number

Santa Clara, California, Us

Spearhead development of new contact center features and functionality

New York, Ny, Us

Provide managed service support for Cisco UCCE Contact Center customers

San Jose, California, Us

Architect/Solution Engineer for Symantec's global Cisco UCCE/CVP Contact Center Enterprise.• Maintain architecture of Cisco Unified Contact Center Enterprise (UCCE) platform. Oversee roadmap planning for system upgrades and integrations.• Manage integration of 3rd-party applications with core UCCE platform, including Bucher+Suter Connects for Salesforce, NICE Engage Call Recording, NICE Workforce Management and In-House Reporting Wallboard App• Subject Matter Expert for OmniChannel Routing and Precision Queuing• Provide guidance to UCCE Operations Team on day-to-day maintenance processes, complex troubleshooting initiatives, break/fix system remediation and vendor management• Evaluate capabilities and costs of new Contact Center technologiesKey Accomplishments• Managed seamless upgrade from UCCE version 9.0 to version 11.5• Engineered OmniChannel solution to combine routing of Voice calls with Web Cases and Chats generated from the Salesforce customer web portal• Implemented Cisco Precision Based Routing for the Enterprise Support team; Replaced 7,200+ Skill Groups with 257 Precision Queues. Presented project summary at Cisco Live! 2019• Added UCCE Click to Dial functionality into the Contact Center• Managed Contact Center technology conversions to support major Business divestiture initiatives

San Ramon, Ca, Us

• Managed day-to-day operational and tactical aspects of SAAS cloud-based call center implementations for a designated base of Enterprise Corporate Clients• Designed, deployed, supported Inbound IVR and Outbound Predictive Dialing solutions in a wide array of call center configurations and customer environments• Specialized in development of Salesforce integrations with Five9 call center software - including CTI Screen Pop, Dialing List Synchronization and Salesforce Call Activity generation/retention• Provided documentation, training and live demonstrations of Five9 call centerfunctionality for Agents, Administrators, Supervisors and Reporting Analysts

• Managed engineering and implementation of Cisco UCCE / CVP (version 8.5.2) for global contact center enterprise• Designed CVP and UCCE call flows, translating Business Requirements into functional design specs and partnering with implementation vendor to build call flows to meet those requirements• Engineered comprehensive UCCE/CVP CTI solution for integration with…o Salesforce.com for CVP web service calls, Soft Phone and Screen Popo Cisco Unified Call Manager VOIP phone systemo Aspect eWFM Voice Connector for Historical and Real-Time Adherence reportingo NICE Call Recording for association of business data with voice recording• Developed and implemented comprehensive migration strategy from legacy Apropos solution, as well as test plans to validate call routing logic, prioritization and site-to-site call transfer capabilities• Trained business leaders and contact center agents on use of desktop telephonyapplications, execution of test cases and fundamentals of Cisco UCCE architecture, functionality and fault tolerance

San Francisco, California, Us

• Coordinated migration from Austin Logistics (ALI) to Aspect Advanced ListManagement (ALM) platform• Integrated CallTech application with Aspect ALM• Converted intraday list management functionality from OnQ to Aspect ALM• Developed conversion business requirements, system configuration specifications and outage contingency plans

New York, Ny, Us

Lead architect for Cisco Intelligent Contact Manager (ICM) call routing engine; Design call routing strategies for multi-location onshore/offshore call center enterprise. Develop system integrations between call routing engine and Automated Call Distribution (ACD) systems, CTI platforms, VRU systems, predictive dialers and call recording applications.

Basking Ridge, Nj, Us

Telecommunications Account Manager for large Finanacial Services company headquartered in San Francisco. Sold a variety of telecom services, including inbound/outbound voice, data networks, audio/video conferencing, internet access and local access services.

Basking Ridge, Nj, Us

Handled all telecom service issues for large corporate customers. Responsibilities included implementation and maintenance of advanced toll free voice networks; design of network-based enhanced call routing applications; troubleshooting of call routing issues; support of billing issues.

Ma, History

Teaching Credential, Social Studies

Ba, History

Ba, Radio-Tv-Film