Wayne Jackson Email & Phone Number

United Kingdom

Rolling Meadows, IL, US

Responsible for all M&A Voice implementations as AJG expands within the UK and across EMEA. Managing and scheduling all aspects of the M&A telephony/Unified Communication team from Basic telephony, Call Centre, Telco porting, Voice Mail through to MI applications such as Wallboard, Reporting to Outbound Dialler and PCI DSS compliance for telephony as part.

Rolling Meadows, IL, US

• Unified Communications, UC, Engineering & Operations ManagerManaging a mixed team of local and remote engineers responsible for all UC and Audio Visual. Technical ownership of all voice services Cisco CUCM, UCCE.

New York, NY, US

Overall Design Authority for voice services across EMEA from Nice Voice recording, UC Monitoring with Prognosis, Tiger Call Logging, CUCM/CCM and Call Centres-Unified CCE/CCX, CVP, Wallboards, Outbound Dialer, CRM Integrations, Voice & Chat Bots. Investigate the impact to the business with regulations such as PCI Compliance and technology in general.I’ve.

New York, NY, US

• Senior UC Engineer Support of EMEA region, technologies including PCCE/UCCE/UCCX Call Centres and 3 x Cisco clusters (including a mega cluster) over 130 sites and 25000 users. Support and training of colleagues across.
• Cisco Unified Call Centre Express versions 10.X, UCCX
• Cisco Packaged Contact Centre Enterprise 10.X, PCCE
• CUSP, SIP Proxy
• Acqueon Outbound Dialer
• Upstream, UWF Integration with CRM

Basingstoke, Hampshire, GB

• Migration of existing UCCE 7.5, IPIVR to UCCE 10.5 with Finesse, CVP, VXML and eGain Chat, CUIC integrating with CUCM and Unity Connection 10.5.
• Review and document existing call flow with view to provide and increase efficiently of call flow
• Understand current Business work flow with regards to new call flow.
• Design and Implement new call flow through use of ICM Script Editor, CVP.
• Implement process management and documentation.
• Implement a structured Environment from Design through to Test, Documentation and Customer sign off

London, GB

• Providing project and migration support for Thomas Cook`s migration to Vodafone`s HCS solution involving VOSS, IM&P, Unity.ARC Migrating 800+ stores
• Document, Test and Deployment of HCS based upon CUCM IM&P, Unity Connection, ARC to multiple sites across the UK
• Administrate and configure solution using VOSS, CUDM
• Develop a UAT lab environment to simulate Site types, Calling scenarios, Configuration

Westminster, London, GB

• Engaged on behalf of Dimension data UK to carry out site investigation and data gathering of legacy PABX infrastructure MITEL SX2000 and Mitel IPT 3300 in preparation of migration to Cisco IPT centralised Cluster.
• NPPV Level 2 Security Clearance
• Replacement of both legacy PABX and IPT system to a centralised Cisco IPT solution
• Site survey for all locations
• Extract and document legacy configuration of telephony
• Format to Cisco requirements in readiness for BAT implementation

Hull, GB

• HMRC project - Migrating 10k+ users onto a new ICM/ UCCE and HCS platforms. Creation of new Teams, Skillsets and Users and day to day administration
• Configuration Manager/ ICM using Bulk updates
• Cisco Call Centre Domain Manager – CCDM
• VOSS/ Cisco Unified Domain Manager -CUDM
• Verint Voice Recording
• Exony Administration

London, GB

As a SC cleared professional, I provide the design and technical sign off for The Home Office Tech Refresh Programme (TRP) transformation of existing TDM infrastructure for approx. 29K+ staff across multiple sites to a Cloud Based UC/IPT solution delivering both Telephony, Mobile client and Call Centre functionality.The initial deliverables are related to.

London, England, GB

• Responsible for day to day operational management of the IT infrastructure.
• Respond to 3rd line Incidents/Requests across the John Lewis/head office and Waitrose telephony estate.
• Communicate with a number of 1st/2nd line support teams to manage calls and resolve within an allotted time.
• Perform business as usual configuration changes on Cisco CUCM, UCCx and Unity systems.
• Call Centre, UCCX Script Creation, Changes
• Documentation Review and Creation

London, GB

• Service Line
• Created and developed BAT’s Collaboration Service Line Definition based upon the new Cisco’s IPT infrastructure
• Identify responsibilities, Escalations paths and Work flow between an Outsource Service Desk, Internal support teams and External Service Integrators for New requests and Faults.IPT Support Providing day to day 2/3rd.
• CUCM,Unity Connection, Cisco Contact Centre UCCX, Cisco ARC-CUEAC
• IM&P CUPS Server, Presence
• 3rd Party Apps Redbox Voice Recording, Tiger Call Logging

London, GB

• Managing the network team involved in Support and Installation covering ADSL, Lease Lines, SIP Trunks,Data Centre and project managing Hosted Voice and On Site CPE systems -Mitel,Cisco,PABX, Key systems etc
• Creating new working practices and structures
• Document procedures and process
• Ensuring KPI and SLA' s are met and regular reviews to met customer expectations
• Provide technical support to team members
• Management - team meetings, staff appraisals, 1-2-1's.

Copenhagen, DK

• Overall Technical lead for the migration of local TDM. IPT and UCCE infrastructure of approx. 450 locations to an outsourced Global Regional based Hosted IPT and UCCE with CVP solution.
• Providing technical sign off for site survey
• Managing and Supporting regional technical resources
• Liaising with France Telecom
• Reviewing and Sign off all aspects of the Hosted solution- UCCE Call flow, IPT standardisation, SRST, Session Manager Edition (SME),
• Overseeing Migration Strategy for all VOIP infrastructure -IPT, UCCE, Session Manager Edition (SME), Fixed lines, DDI

Bryanston, Johannesburg, ZA

• Assisting upgrade and user migration from 6.5 to 8.6 -Super Cluster 30k+ users
• Assisting Hardware and User migration
• Support
• Implementing Security features Encryption for Unity Connection, IPT phones,
• Encryption of Conference bridge, Voice Gateway and Signalling
• Implementing Encryption for 30k+ IPT phones

New York, NY, US

Managing and providing the technical expertise and focus of a small project team to oversee the migration of 8K+ users over staged weekends across several locations to a new single building. JPMC overall project is a rationalization of their existing buildings and subsequent Voice migration project. Integrating existing Cisco CUCM into IPC Dealing board.

Paris, FR

My time with BNP Paribas with ongoing contract renewals has encapsulated, through restructuring, a range of roles from an Architectural role: 2nd, 3rd support and providing technical training to both UK and international teams. Engaging with potential supplier to ensure BNP Paribas is aware of technology opportunities and developments.

Culver City, CA, US

Sole Support/point of Contact for Sony Pictures` IPT throughout Europe and Asia, work being divided between Support and Consultancy & Design of the existing clusters specifically to review and make improvements to existing design.Support and Upgrade of 2 x Call Manager 5.1.x, 2 x Unity systems,Inter Cluster Trunks, SRST Handsets, Gateways and Migration of.

Pre-Sales Remote and on site support Customer training

Issy-les-Moulineaux, Île-de-France, FR

Migration project for a Paris based client involving an installation of new 4.2 Call Manager cluster and migration from current Cluster to new system approx 200+ users

London, GB

• Managing a mixed team of Permanent employees and Contractors to support the business in a wide range of technologies – Cisco IPT, VOIP, Voice Mail Octel, Nortel, Clustered Mitel SX2000, Nortel Symposium, Blackberry.
• Direct Line Management
• Mentoring, Support and Guidance
• APR, Support Scheduling
• Budget Control
• RFI, RFP- Providing design and Guidance for UK 1st Magic Circle Law IPT Migration

2nd line support of Telco grade switch

London, GB

Co-ordinating Barclays` migration and BAU from a PABX based environment to a BT Feature net 5000/Centrex

London, GB

• I was employed in multiple roles within BT through internal promotion during my career ranging from installation of single lines, to Key system to Project Co-ordination example of such
• Natwest SyncordiaProviding NOC Remote Support to the UK based Nortel PABX infrastructure
• Project Co-ordinationManaging multiple customers’ voice projects including Configuration requirements, Cabling, ISDN, PABX and Training to customer requirements. Liaising between all internal BT groups and external.
• PABX Installation Installation, Configuration of various PABX`s