Scott Whitmer Email & Phone Number

Belmont, CA, US

• Provide Consultation on Cloud Bases Solutions for the Contact Center on the RingCentral platform.
• Implementation & Solutions: broad skills in both technology & analysis.
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
• Provide customer contact center call flows and design work via Lucidcharts.
• Manage intake of information and formulate for Contact Center from Business Requirements Documents, Spreadsheets, Administration setup of components to Go-Live.

Eagan, MN, US

• Consult as a resource for Telephony projects.
• Strategic, Analytical process to a better business
• Hands-on management, communications, collaboration, and leadership.
• VDN’s, Vectors, Advanced Call Routing Scripting
• Maintain Avaya R8.1.x version PBX with Session Manager
• Audio Codes SBC

• Manage client expectations, constant communications.
• Break fix in new agents, stations, additions, deletions, CMS
• Troubleshoot issues with agents.
• Analyze and provide recommendations for call routing.
• Post-Production maintenance and change management.
• Server support for the Afiniti business line

• Manage client expectations, constant communications.
• Work with clients and project team to obtain requirements and design documents on Interaction Center (IC) installations
• Prepare Design documents (i.e. Word, Visio, Excel) and obtain customer signoffs
• Install necessary software on customers equipment, (i.e. physical, VMware) for the Application / Administration servers / Database
• Resolve complex problems and providing excellent technical and customer service to specific key accounts.
• Work with Servers, Database and Service Pack updates

• Work with Telecom Managers Call Center Leads and teams to help support the company Nationally.
• Help support the Call Center side US and Canada, domestically and Infrastructure support
• Work with various business leaders to help design, recommend, install and put into place the new call flows or needed changes (i.e. routing, announcements, CMS changes, design documentation)
• Help other team members with new ways of doing call flows in a more effective manner
• Run reports for Empirix/Virsae reporting tool for MOS Scores of Partner sites and put together PowerPoint presentations to show how they are doing on a weekly basis.
• Assign various tasks and completed in timely fashion ahead of schedule, proven leadership

• Manages a team of telephony engineers in a 24x7 environment (wired, VoIP and wireless) that has working knowledge of Avaya, Cisco, Contact Center technologies such as ACD, CTI, IVR, Call Recording and Mobility support.
• Hands on when assisting other team members and collaborative work.
• Experience in designing and implementing complex, multisite voice deployments
• 3rd party applications or integrations for Avaya, Cisco, Skype, inContact, Verint.
• Engagements and complex problem identification and resolution for various styles of phone systems and voicemails.
• Experience in Designing Global dial Plans for Large Enterprises

• Provide Consultative advice and support of the day-day operational support of global call center corporate voice telecommunications services; to include design office voice services, voicemail messaging and networking.
• Global Telecom Voice Lead for successful rollout of new International Call Centers in Australia, Brazil, Greece, India, Philippines and Mexico,
• 200+ agents and multiple toll free numbers with Avaya Communications Manager with specialized IVR and routing.
• Interaction Center CTI connectivity with Seibel providing screen pops to the agents with call recording 24x7.
• Successful movement of the Mastercard Loyalty Services Asia Pacific call center from old Avaya hardware to new IVR flow call routing via the US using Avaya one-X Agent.
• Ordering and maintain of customer dialed numbers in our Route IT / Business Direct tool.

Ellisville, MO, US

• Design, test and implement new call center applications, including connectivity with Interactive Voice Response unit, Avaya Interactive Center and NICE.* Activities include ordering and implementation of voice.
• Perform project or maintenance tasks with minimal guidance of management or upper level engineers.* Facilitate solid line of communication and coordination with regional offices and engineering teams throughout the.
• Perform project or maintenance tasks with minimal guidance of management or upper level engineers.* Excellent communication skills and ability to effectively execute critical projects.* Simple project management and.

• Technical Analyst / Senior Call Center Consultant, Enterprise Telecommunication GroupDevelop and implement strategies to maximize functionality, availability, efficiency, and quality of high-volume call center. Manage.
• Increased client / network agent efficiency and reduced costs by leading migration to enhanced processes and systems.
• Enabled optimization of coordination between client and insurance agent network by advising on call flow, identifying improvement opportunities, and positioning client contacts to win buy-in from senior management.
• Leveraged expertise in AT&T, Sprint, Cisco, and other cutting-edge environments.

Des Moines, Iowa, US

• IT Senior Architect / EngineerDirected 28+ PBXs and 200 small key systems distributed worldwide. Managed operations and team members in conferring with internal / external customers to maximize adherence to.
• Decreased annual telecom costs $50,000 (in collaboration with colleagues) through identification of process improvement opportunities and the development / deployment of robust new solutions.
• Facilitated seamless integration of an acquisition by ensuring compliance with deadlines for transition of services to the new business name; traveled within the U.S., worked remotely, and coordinated with local.

• Senior Associate, Voice Engineering (2003 to 2005)Created, programmed, implemented, and tested (Tier 3) Avaya voice engineering solutions in support of Tiers 1 and 2. Played key roles in change management and numerous.
• Deployed ACD, IVR, VoIP, Predictive Dialer, Call Recording, and SONET / Circuits solutions.
• Leveraged expertise in Avaya PBX, ACD, CTI, CMS, ATM, Audix, Call Accounting, etc.
• Cooperated with key vendors (Avaya, Qwest, AT&T, etc.) on implementations and repairs.

• Telecommunications Consultant Optimized Voice operations by providing peerless onsite Tier 2 support for Discover. Contributed technical skills to projects such as systems migrations, enhancements, and.
• Capitalized on systems improvement opportunities as part of change management team.
• Supported multiple Avaya systems / platforms and collaborated with vendors.

Lynwood, CA, US

• Senior Telecommunications Engineer – Team LeadManaged 4 team members (1 analyst and 3 technicians) and hospital-wide telecom operations. Ensured operability of 18 phone systems in 3 states. Led all phases of key.
• Transitioned from 4-digit to 5-digit internal dial plan; delivered with minimal disruptions.
• Achieved alignment with State E911 requirements 1 year ahead of schedule.

Responsible for overall daily activities within the Telecom group, which included 4 techniciansResponsible for a major private telephony network with a 5-digit dial plan, networking, and trunking, call centers of various sizes and related equipmentOther responsibilities include but not limited to design of new systems and upgrades, trouble shooting.

Peoria, Illinois, US

Supervise, schedule, plan contract telecommunication maintenance and installations at various customer facilities (i.e. Caterpillar, Hagerty Steel)Responsible for various types of communications equipment: Gandalf, Avanti, UDS modems: install of networks Decnet, Ethernet, Token ring and NovellResponsible for all of the East Peoria baseband and broadband.

Washington, DC, US

TelecommunicationsObtained the; responsible for proper operation of all circuitry to/from the flagship during watch. Troubleshoots circuits/equipment outages and coordinates restoralAssistant work center supervisor (CA01): supervised 6 personnel in performing preventive/corrective maintenance on HF/UHF/VHF/SHF, Satellite communications equipmentResponsible.

Associates In Applied Science, Microcomputer Software Specialist

Education record

Certificate; Certificate, Microcomputer Applications; Microcomputer Software Support

Education record