Terry A. Email & Phone Number

Lead contact center engineer utilizing project management and business experience to provide a customer-focused experience while delivering business value in every project. Technical Experience: • Customer-facing application engineer for UCCE deployments • UCCE application support engineer • UCCE, PCCE, HCS and UCCX developments • Cisco ICM scripting • Cisco CVP development • Custom JAVA element development • Custom Web Service API development (JAVA and Node.js) • Web Service integrations (REST-JSON and SOAP-XML) • Database integrations (MS SQL Server and MySQL) • Custom CUIC (HDS/Realtime) reporting • Custom CVP Reporting development • UCCE feature deployments (CCB, PCS, Agent Greeting and Whisper) • Cisco Outbound Dialer campaign development. • CCMP and CCDM integration • 3rd party integrations - Verint, Zoom, Nuance, 2Ring, ServiceNow • Ability to navigate Avaya to support Cisco migration design and planning Business Experience: • Operational manager for multi-site/country contact center • Project manager with delivery focus and excellent customer communication • Test planning and execution manager for contact centers • Technical writer developing business requirements, designs and planning documents • Technical and end user trainer • Experience in multiple verticals including government and financial services