Steven J. Westerman Email & Phone Number

Utilized Cisco suite of customer interaction products & 3rd party products. Created new & enhanced customer interaction processes within clients contact center including voice inbound/outbound, email, web chat, quality control & work force management.New interactions, enhancements or controls came after in-depth discovery. Using data gathered wrote Requirement Definition Document (RDD), Data Collection Worksheets (DCW) & diagramed interaction flows. This became the ‘blue print’.Installed & configured Cisco UCS B & C series hardware, VMWare ESXi, MS Windows Server, MS SQL Server, Unified Communications Manager (UCM), Unified Contact Center Enterprise (UCCE), Cisco Voice Portal (CVP), Cisco Unified Border Element (CUBE), Cisco Finesse, Cisco Unified Intelligence Center (CUIC), Cisco Unified Management Portal (CCMP), Customer Response Solutions (IVR), Cisco Unified Interaction Manager (CIM), CRM connectors, Calabrio One, NICE, Cisco Media Sense & Exony.Based on ‘blue print’ developed scripting for voice, email & web chat, agent & supervisor desktops & work flows & quality controls.Wrote Test Plans to verify base installation, configuration & fail over. Wrote Test Plan to verify specific customization. Tested internally & with customer to verify ‘blue print’.Wrote training documents specific to customer. Provided training including ‘Train-the-Trainer’, admin, supervisor, agent, reporting & quality control.Provided documented cut procedures. Executed cut & provided go-live support.Provided current ‘as built’ documents Detailed Design Document (DDD), DCWs & interaction flows. Internally worked with Solution Architects to create standards for the sale, install & customization of the Cisco suite of customer interaction products. Resulting in greater efficiency & profit. Created & refreshed documents including RDD, DCWs, Interaction Flows, DDD & training. Provided ‘mind share’ for discovered, tested & ‘proof-of-concept’ within lab.

Wrote capital budget requests, capital purchase requests, coordinated installation, trained other administrators and end users and maintained the following systems for the Arizona Republic Contact centers: NICE Call Recording, Blue Pumpkin Work Force Management, Inova Light Link wall boards (IP version), Cisco Call Manager, Cisco IP-IVR, Cisco ICM and upgrades to Avaya CMS and ECS. Customized TeleDirect for Circulation to include: custom DTS packages, reports and DNC list management. Created and documented call flow and assisted in creation of stored procedures, reports and queue methodology for circulation IVR. Beta tested version 8.8 of NICE Universe for NICE. As business needs required wrote Cisco ICM scripts, IVR scripts, and Avaya vectors. Documented all contact center systems customizations and processes as used by the Arizona Republic. Flexible hours and on-call required.

Maintained and organized quality installations of automated dialing systems that met or exceeded customer expectations. Worked closely with customer to determine the “Data Life Cycle”. Developed custom and standard interfaces and procedures including Data Transformation Services, Stored Procedures, Jobs, front ends, and reports to help maximize efficiency of the “Data Life Cycle”. Tools used for development included Microsoft SQL Server 7.0, Microsoft Office 97, TDI Application Builder, and TDI ScriptR. Trained call center managers in daily operations and procedures. Documented all customization for both customer and TeleDirect. Assisted in the development of implementation and support procedures for Liberation 6000. Worked with colleague to reduce 5.x installs from 20 days to 5 days. Flexible hours, 50% travel and on-call required.