Michael Benjamin Email & Phone Number

United States

Avaya Telecom EngineerKey Responsibilities include:• Serve as a strategic advisor and lead for migration of multiple Avaya phone systems into a new platform.• Manage and support gathering of current system information, create data, design, and manage migration to ensure successful solution deployment to include, servers, gateways, and auxiliary systems.• Develop test plans for post migration of sites to ensure systems are working properly.• Create new, or modify existing documentation of system and site information, including Visio drawing, spread sheets, and cutsheets.

Tampa, Florida, United States

Key Responsibilities include:• Ensure successful planning of communication solution deployment for Avaya customers.• Serve as a strategic advisor and leads the architecture and design phase of the engagement. • Follow a proven programmatic process, which includes information and requirements gathering, information analysis, and design development.• Identifies and is supported by other subject matter experts on Avaya teams, as needed, to achieve the specific set of objectives in the Statement of Work.• Create Architecture and Design artifacts, such as sets of Visio drawings and Excel Workbooks to include: Solution Overviews, Trunking Diagrams, Application Overviews, High Level Call-Flow, System Configurations, IP Address workbooks, Trunk Groups, Route Patterns, Call Type Analysis, Feature Access Codes, Digit Conversion, Alternate Routing Analysis (ARS), SIP Domains, SIP Adaptions, SIP Entity and Entity Links, and Routing Polices and Dial Plans.• Following Design, transition to the remote Architectural Governance task to guide and lead the project to properly realize and execute the design against the design intent and requirements.

Orlando, Florida, United States

Communications Systems EngineerKey Responsibilities include:• Responsible for the design, configuration, deployment, maintenance, and support of Hilton Grand Vacations (HGV) Enterprise Telephony Systems and Integrated Contact Center applications.• Primary Subject Matter Expert (SME) for HGV’s Enterprise Avaya Aura System.• Maintain a highly available, fully redundant TDM and SIP network to the PSTN.• Perform interoperability testing and turn-ups of TDM and SIP trunks to the PSTN and Internal network.• Diagnose, troubleshoot, resolve complex service issues related to VoIP platforms, systems, and Contact Center applications.• Responsible for Advanced Call Routing logic using Avaya vectoring, scripting, and use of AT&T Route-It!• Analyze, review and apply security vulnerability updates to the VoIP network.• Manage growth and capacity in VoIP and TDM platforms • Monitor call quality, usage, and capacity.• Develop and maintain operational process and procedure documents.• Primary Liaison to Business Partners, 3rd Party Vendors, and employees on all Telephony and Call Center applications solutions.• Plan and Manage the installation, maintenance, repair, modification, implementation of complex communications equipment ensuring that operations are maintained.• Responsible for all Corporate, Call Centers, and Sales Centers Voice Systems and Telecom Infrastructure to include Avaya s8700 PBX, CMS, Avaya OA, Avaya AES Server, Voicemail Systems, NICE Systems, (Genesys) Interactive Intelligence, Infortel Call Account, and Envox.• Maintain over 10,000 Telecom endpoints.

San Jose, California, United States

Key Responsibilities include:• Provide strategic consultation to clients and assist with project management of technical services, including definition of detailed functional and technical IT strategies and requirements to include Avaya, Nortel, and Cisco PBXs.• Analyze client business requirements and make recommendations for new development and product enhancements • Assist in identifying resource needs, developing action plans, timelines and agreements for the implementation of essential client projects and programs • Ensure projects are initiated with the appropriate documentation and manage through execution the requirements of those projects • Manage all voice systems at client facilities including capacity monitoring, traffic/port utilization, system trouble isolation/repair, vendor management, contract administration, system performance monitoring, database administration, and management review • Onsite coordination of installation, troubleshooting or decommission on voice telco services (T-1, PRI, ISDN, Copper Trunks, POTS and 1MBs) • Provide MAC support services to include resolution of voice related trouble tickets, completion of voice related services requests; update and maintain database, provide end-users support, and facilitate adds, moves, and changes to phone/voicemail accounts and telco services • Create new, or modify existing documentation, to include data entry and design of spread sheets and databases

Tampa, Florida, United States

Key Responsibilities include:• Perform analysis, evaluation, technical specifications and recommendation of telecommunications systems and services; research technological, regulatory and corporate trends and developments • Handle all phone switch administration; perform reviews of call center procedures, staffing requirements, and schedules; train and evaluate all new hires on proper phone system procedures and etiquette• Create and manage call center reports within Avaya CMS, Excel, and other industry-specific software for enhancement of call center/customer service representative performance and tracking • Perform daily review and analysis of phone reports for call center and CSR trends, patterns, and performances• Develop and maintain ACD call center work flows and call routing

Tampa, Florida, United States

Key Responsibilities include:• Research, problem solve, and resolve written correspondence for members and providers • Receive, research, package, and present appeals to the West Coast Region Appeals Board • Correct and maintain computer systems within the department; develop custom phone and customer service reports in Avaya CMS• Help to design and develop call center call-flow routing

United States

Key Responsibilities include:• Perform and manage Information Management tasks and activities.• Implement Policy Direction and Instructions to managed information.• Create, update and publish publications, general forms, records, and administrative communications.• Manage and control resources, publish postal services, records management, and staff support.