Rick Spoolstra Email & Phone Number

Texas, United States

United States

Lead a team of engineers in designing Genesys Cloud, implementing, and administering a suite of contact center technologies as well as performing Architect duties across the Vibrant and Veterans Crisis Line (VCL) network. Supporting ACD,IVR/ASR systems. And Manage third party vendor relationships and services with telecommunications partners. Manage team.

United States

• Led delivery and onboarding of TruContact solutions and pre-sale/post-sale contact center delivery intelligence services between clients, product team, sales team, engineering team, tech-ops, and billing.
• Represented capabilities and functions while designing and leading clients through their deployment implementation, setup, configuration, and debugging data pipe foundations via data flow design, JSON REST API design.
• Worked with range of solution to include breadth of marketing solutions technologies, with keen emphasis on AI - Phone Behavioral Intelligence, Predictive AI - Dialer Intelligence with Five9 and NICE-LiveVox Dialers.

United States

Work directly with sales, analyst, engineers, managers and clients in providing voice and data/network - cloud customer estimate designs within the Accenture worldwide on an offshore infrastructure. Provided project management until transition deployment. Data cloud technologies worked with – C2S Internet, MPLS and S2S Internet, MPLS, and P2P MPLS and AWS.

United States

Independent Consultant, Oxford - worked directly with assigned Microsoft customers and other engineers to assist, and lead the global deployment of Skype for Business in an enterprise environment within FastTrack Incubation Team. Unitizing strong Unified Communications background with deployments of Skype for business. Leaning on great customer facing.

Houston, Texas Area

Insight Global Consultant - Hewlett PackardDesign and development of VoIP systems for new locations and newly acquired businesses worldwide transformations. Including the integration of legacy digital and analog systems used by multiple vendors into the HP Microsoft Lync network. Primary responsibilities included global integration of VoIP systems design.

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• Indpendent Consultant, Insight Global Global IT support for HP 250,00 User and Partners in HP, Resolve Global voice issues - Avaya IVR Designer, Avaya CM, Avaya Call Center, CMS Supervisor,
• Cisco Voice Unified (Call Manager) and Phone administration
• Microsoft Lync PC phone (ver.4.0 MS LYNC 2010)
• Vendor management

Houston, Texas, United States

• Specialist responsible for assisting and providing leadership in planning, design, programming, scripting, and implementation of a multi-million dollar contact center and VoIP telecommunications for 27 locations in the.
• Identification of cost saving areas E911 as a result of system integration and new feature implementation. Managed contract vendors and material sources and distribution.
• Controlled operating expenditures through continuous systems audits, systems restructuring, and resource allocation. Technologies included Avaya – Nortel Communication servers 4.5 – 7.x, Avaya Aura Contact Center 6.x.

Idaho, United States

• Consultant - Idaho National Laboratory
• Assisted in the Avaya/Nortel CS1000E, CallPilot telephony installation and rollout, call routing and dial plan concepts, voice menus, announcements, CCM/CCT, telephone set administration and skill-based call routing.
• Assisted in the technical design and engineering, installation, and maintenance of the INL’s backbone transport network (i.e. SONET OC48 Fiber Network, Dense Wave Division Multiplexer Optical Transport Network; etc.)
• Customers included all INL tenants and numerous external organizations.
• Assisted in designing, engineering, installing, and maintenance of special services circuits (Newbridge – Alcatel) in support of mission related programs. This included maintaining all configuration management.
• These services included voice, video, data, security communications, and life safety services, DOE, NOAA, National Security and program specific communications.

Boise, Idaho, United States

• Mentored clients to manage staffing requirements, technical system management, and configuration.
• Implemented call center applications including NEC IPX, IVR, ACD skill base routing, voice mail, Real-Time Navigator, and reporting so clients could more efficiently use technologies in the call center.
• Partnered with business managers providing performance issue resolutions as well as call handling strategies and goals for the food stamp TVPC department.
• Addressed call center gaps and provided recommendations concerning technical support and how to sustain it.
• Utilized contact center tool sets, rerouting out of control call volumes and emergencies options.
• Mentored business to managed staffing requirements and 101 call center best practices.

Seattle, Washington, United States

• Responsible for system engineering; designing voice and WAN projects; and installation, administration, repair, and maintenance for all voice applications and voice development for Seattle, WA, Daly City, CA, and.
• I have been both a team lead and project manager for many IT projects. I have had extensive experience in researching new technologies for business needs. In a project manager role I evaluated all call center processes.
• Designed and implemented 800 call routing treatments, WAN networks, provisioning of frame relay, DSL broadband, MPLS, DS0, DS1, ISDN, DSL, POTS, T1 circuits, and vendor management.
• Troubleshot issues with network carriers (local and long distance traffic). Worked with vendors for support issues and solution analysis. Maintained documentation of all phone systems applications.Technologies: Cisco.

Boise, Idaho, United States

• Responsible for end-to-end processes, administration, installation, configuring updates, patches and maintenance of telecommunication platforms: Nortel Meridian Option 81, 61, 11 & PBX systems, Contact Center.
• Provisioning of OC48, OC12, T3, T1 and ISDN PRI circuits.
• Maintained monthly system audits, data storage backup and disaster recovery on and off site
• Run monthly system utilization, traffic, call metrics, and reports via Switch-view, AVOTUS, and Symposium and Aspect ACD servers.
• Participated in the monthly on-call rotation that composed of approx. 48 systems both Nortel and Aspect ACD to ensure availability, reliability, and stability of the platforms in a 7/24hr operation. With the ability to.
• Developed and recommended new telephony components/solutions, building strong relationships and trust with internal and external clients. Also, was lead liaison between business and external vendors, communicating and.

Boise, Idaho, United States

• Installed & troubleshot telecommunications equipment and circuits end-to-end including PBX, Key systems, voice mail, IVR, DSU, CSU, KSU, MUX, T1, ISDN, PRI ISDN, POTS on most major communications equipment.
• Responsible for provisioning lines/circuits via vender services.

Boise, Idaho, United States

• Provided preventative maintenance & equipment installation including PBX, Key systems, caller ID systems, POTS, frame relay, Ethernet hubs, IBM computers, monitors, printer sharing units and printers, as well as ADT.