Randall Venenga Email & Phone Number

Lees Summit, Missouri, United States

• Serve as a valued GEHA Digital Solutions Leadership Team member as a solution architect for a healthcare insurance company's contact center applications and telephone infrastructure. • Design, implement, and support the Avaya technology platforms and the NICE recording and workforce management systems (WFM).• Research emerging contact center and telephony technologies to recommend solutions to increase cost-effectiveness and infrastructure flexibility.• Identify solutions to meet business requirements and fill functional gaps to clearly define a complete business and technical solution to meet the client's needs.• Facilitate in-depth design reviews for both technical and business stakeholders.• Evaluate existing architecture to recommend modifications or improvements and vendor proposals and provide recommendations for the final technical solutions.• Develop internal documentation for contact center and telephony solutions, including existing architecture, proof of concepts, and future-state technology strategies.• Provide wide-ranging architectural consulting expertise, direction, and assistance to analysts and system engineers.• Hold a key role as a technical mentor to develop team subject matter experts (SMEs) to expand business support.• Assign tasks to technical resources and follow up on tasks to ensure adherence to delivery milestones.Notable achievements while in the position have included:- Planned the successful migration from on-premises telephony to CCaaS and UCaaS cloud solutions.- Deployed Session Border Controllers (SBC) and migrated to a SIP infrastructure, saving $360,000 annually.- Implemented an Intrado E911 enterprise solution in accordance with Kari’s Law and the Ray Baum’s Act.- Designed high-availability telephony systems and tested business continuity plans.

Cedar Rapids, Iowa

• Served as a Lead Voice Engineer for an International Technology Services organization for a financial services company. • Engineered, implemented, and supported the Avaya Communications Manager and Avaya Contact Center technology platforms for Aegon NV and Transamerica customers in North America, Europe, and Asia.• Delivered successful migrations of Avaya Communications Manager, System Manager, Session Manager, Elite Multi-Channel (EMC), Experience Portal, Application Enablement, Nuance Security Suite, and Virtual Hold Technologies.Notable achievements while in the position included:- Produced a 99.9% uptime on Avaya, Nuance, Inova, and Virtual Hold Technology platforms through scheduled maintenance and change management.- Delivered annual savings of $30,000 on network infrastructure by virtualizing the queue management system and removing physical servers and devices.- Implemented Pindrop Protect fraud software, resulting in a 40% increase in fraud detection.- Maximized system stability and uptime by implementing SNMP V3 alarming and incident management.

• Supported engineer for Avaya, Nortel, and Mitel voice platforms at geographically dispersed locations. • Changed the design logic of the Cisco ICM routing formulas to increase service levels across multiple geographically diverse contact enters and managed ICM-related patching and upgrades.• Designed and implemented disaster recovery processes to protect business operations from catastrophic failure.Notable achievements while in the position included:- Increased e-mail response rates by 50%+ through implementing the Cisco ICM and Avaya EMC non-voice E-mail channels.- Introduced the Virtual Hold Queue Management product, which became a core contact center system, saving Transamerica $250,000+ annually in toll charges while increasing service levels and reducing call abandonment rates by 30%.

Master'S Degree, Network Architecture, 3.96

Activities and Societies: Graduation with Distinction

Bachelor'S Degree, Telecom Management, 3.97 Gpa

Activities and Societies: Valedictorian

Certificates, Sql And Visual Basic