Bob Cupit Email & Phone Number

Chicago, Illinois, Us

Hanover, Md, Us

Support the Solution Engineering team in discovery sessions for migration from legacy on-premises telecommunications systems to Amazon Connect.- Assist with defining documentation standards- Partner with Architects and Solution Engineers to identify documentation gaps- Manage team intake board

Responsible for cloud-based telephony and contact center infrastructure across all Kemper business units. Manage daily operations support for break/fix, modifications and relocations, sizing and capacity planning, business unit application integration and the implementation of upgrades, enhancements and new system deployments. Provide leadership for team of 8 – 10 telecom and contact center engineers with minimal turnover. • Led technology transformation effort to replace enterprise on-premises telephony platforms with cloud- based telephony solutions managing project deliverables, vendor relationships, project budgets, phone number porting, carrier circuit disconnections, and legacy hardware decommissioning and disposal. o Migrated 4,000+ agents and supervisors to Amazon Connect (CCaaS); efforts included contact flow design, systems integration, user interface design, reporting, and workforce management. o Migrated 3,500+ front-line and back office users to RingCentral (UCaaS) across 100+ locations; efforts included site planning, station review, and end user training. Implemented Microsoft integration enabling use of Teams Calling across RingCentral network. • Manage $12M annual budget to support ongoing telephony operations and strategic initiatives.

Hanover, Md, Us

Led team of 15-18 technical business analysts translating legacy contact center call flow functionality to support a Unified Communications (UC) platform migration for a Fortune 50 insurance firm. Responsibilities included conducting interviews with key internal stakeholders, documenting business requirements and processes, and scripting contact center call flows. Created and validated over 800 call flows of varying complexity spanning three regional operations zones.

Chicago, Il, Us

Responsible for strategic planning, budgeting, maintenance, operations, and voice/VoIP project delivery oversight within North America. Provide analysis, conduct research, recommend and implement standard equipment and services to deliver the best possible solutions to meet guidelines for supportability, quality, cost-efficiency and the needs of business units.Led team of three Avaya-certified IP Telephony Engineers in analyzing, designing, and implementing 40+ Avaya Aura Communication Manager and Avaya IP Office voice systems integrating voice messaging with Microsoft Exchange and providing end users with click-to-dial functionality via Microsoft Office Communicator. Developed strategy, designed and implemented solution to improve availability and survivability for Avaya Aura Communication Manager VoIP telephony system in global headquarters location supporting 5,000+ end points spanning multiple locations including trunk optimization and server/gateway geographical separation.

Accountable for the daily operations of the telecommunications systems including desktop voice communications and mobile communication devices for 3,000+ end users. Managed telecommunications staff, carriers and vendors, billing support for telecommunication services, contact center application development and support, desktop installation and relocation, trouble shooting and repairs, paging services, system integration, capacity planning, budgeting and contingency planning.Developed, documented and deployed strategy for Cisco Call Manager voice system to improve overall stability, resiliency and performance for 500+ desktop voice communication devices. This included contact center call flow design, trunk optimization, voice gateway geographical separation and software patch management. Managed telecommunications staff, carriers and vendors, billing support for telecommunications services, call center/CTI applications development and support, desktop installation and relocation, trouble shooting and repairs, coordination of repairs, paging services, system integration, capacity planning and contingency planning.

Chandler, Arizona, Us

Contractor with EDS, an HP Company, at Bank of America.Provided project support for 4,000+ station Cisco VoIP implementation at a global financial institution. Activities included conducting site assessments, analyzing system data, providing gap analysis and preparing system hardware. Functioned as Subject Matter Expert for legacy voice products and services.

Charlotte, Nc, Us

Supported acquisition and transition activities for Voice Services team. Provided leadership for Contact Center, Trader, and Enterprise Voice transition activities encompassing people, process, and technology. Led RFP engagements, evaluated technologies at acquired institutions, and worked with suppliers to ensure continued support of business-as-usual processes. Managed successful transition of LaSalle Bank’s voice and video infrastructure support to Bank of America’s managed service provider including incident and problem management, communications to end users, and closing in-flight projects.Led effort to provide physical telephony separation of LaSalle Bank from ABN AMRO N.A. after acquisition by Bank of America for 1,000+ users, which included the planning, development, and implementation of an Avaya Communications Manager telephony system, Avaya Modular Messaging, and Avaya Call Management System (CMS).Provided program management for 7 strategic transformation-related VoIP telephony projects with overall budget of $20M that contributed to long-term profitability of major contact center lines of business related to Countrywide acquisition.

Us

Functioned as Subject Matter Expert (SME) for voice products and services. Mapped suppliers and products to client requirements and drove suppliers to fulfillment. Created and managed product strategies. Identified cost and quality improvement initiatives for products and clients. Led a regional initiative to deploy a technology refresh, using Avaya Communications Manager VoIP telephony systems for 500+ branch locations in North America; efforts included system architecture design, dial plan creation, feature review, handset selection, system programming and risk mitigation.Participated in the development, analysis, and validation of telephony-related technology savings, working with other IT leaders that resulted $500k annual savings.

Us

Led planning, development, implementation, operations, budgeting and maintenance of voice services in global environment. Managed telecom carriers and service providers to meet or exceed service level agreements, improve response times, provide metrics tracking, and other contract requirements. Supervised team of 8 technicians, analysts, and project managers with minimal turnover.Led the voice architecture design, call flow development and system deployment for 2 networked contact centers (IL and MI) with 600+ agent seats on Nortel Meridian 1 PBXs including Genesys CTI integration, 600+ ports of NICE voice recording and 384 ports IVR that serviced 2M+ calls annually. Appointed to 8-member global RFP team that evaluated and recommended a global Avaya VoIP telephony solution and managed service provider to support 150,000+ handsets across 3,400 telephony systems to produce improved operational efficiency and cost. Directed planning, development, and implementation for multi-site Avaya Communications Manager telephony system that supports 13,000+ handsets including a 2-node Avaya Modular Messaging voice mail system serving 7,000+ clients, 1,000 extension to cellular (mobile) users, 300 ACD stations using Avaya CMS, and 700+ ports of NICE voice recording.