Senior Voice Engineer Resume Sample

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Senior Voice Engineer Resume Example

James Broderick

SENIOR UCCE ENGINEER | SENIOR VOICE ENGINEER

[email protected] | +1 (437) 778-1933

Solutions-oriented UCCE Engineer/Voice Engineer with broad technical knowledge and a range of skills including stakeholder communication, strategic planning, team collaboration, and troubleshooting. Able to manage all phases of complex design, configuration, implementation, scripting, and migration projects in consultation with multi-disciplinary colleagues and senior leaders. Dedicated to optimizing call center efficiency and effectiveness by deploying cutting-edge Cisco solutions while providing ongoing support and guidance as a trusted and influential subject matter expert. Demonstrated capacity to evaluate call center performance in an evolving commercial environment and continually align technology infrastructure with business requirements.

Areas of Expertise

UCCE Engineer
Problem Solving
System Configuration

Voice/Network Environment Support
Technical Troubleshooting
Cross-Functional Collaboration

System Upgrade/Migration
Stakeholder Engagement
Strategic Planning & Analysis

Professional Experience

INTEGRA Communications Group, Toronto, ON 09/2019 – Present

Senior UCCE Engineer

Currently providing technical subject matter expertise for complex call center operations including extensive cross-functional collaboration with engineering colleagues, project managers, divisional leaders, customers, and vendors. Achievements to date include the following:

Oversaw the design, configuration, and implementation of UCCE ICM scripting.
Led major migrations including the evolution of call center infrastructure from IPCC to Cisco Finesse.
Spearheaded strategic planning, business requirements gathering, delivery, customer service, and UAT.
Utilized outstanding problem solving and technical troubleshooting skills to resolve call quality issues (30K users globally) and various problems with CUCM, IP IVR, ICM, CUIC, and Finesse.
Managed the transition of CUCM, IP IVR, and ICM components from version 10.5 to 11.6.
Mitigated risk for the organization by migrating legacy servers to new hardware before upgrading IP IVR, CUIC, Finesse, and UCCE from version 11.6 to 12.5.1.
Acted as key contact for the business and provided technical support for NICE Engage voice/screen recording software and WFM.
Upgraded phone systems from IP Communicator to Cisco Jabber.
Handled all MySQL queries to collate key data outside the scope of CUIC.

COMTEL Systems Inc., Montréal, QC 10/2017 – 09/2019

Senior UCCE Engineer

Directed technical projects and operational workstreams including oversight for Collaboration Infrastructure and End User Helpdesk support encompassing over 7000 End Users and 10,000 IP Phones. Deployed outstanding interpersonal skills to resolve issues, enhance user uptake, and deliver strong productivity. Accomplishments:

Led the design, strategic planning, installation/configuration, and ongoing support for Cisco Unified Communications Manager (CUCM), Cisco Emergency Responder (CER), Cisco Unity Connection (CUC), Cisco IM&P and Jabber, Cisco Voice Gateways, Singlewire InformaCast, and XMediusFax systems.
Delivered Windows OS and hardware support for Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified IP Interactive Voice Response (IVR), Cisco Unified Intelligence Center (CUIC), and Cisco Finesse.
Implemented Virtualization solutions using Cisco Unified Computing System (UCS) servers and VMWare ESXi Hypervisor including migration from standalone bare-metal servers to virtual servers.
Introduced strict risk management and security protocols, played a major role in monthly assessments, and successfully mitigated 100% of issues flagged during risk audit and analysis.
Developed strong working relationships with Cisco Engineers/vendors to roll out collaboration solutions.
Successfully maintained and managed the Unified Communications lab environment for testing and system upgrades to closely mimic the production environment.
Facilitated the Census 2020 Survey by planning, installing, configuring, and deploying CUCM, CUC, and voice gateways at the National Processing Center.

TECHNOFORCE CONSULTING, Ottawa, ON 07/2014 – 06/2017

Senior Voice Engineer

Leveraged a strong blend of technical competency and interpersonal awareness to provide expert guidance and support for this large-scale organization. Highlights included the following:

Analyzed business requirements to develop call flows in alignment with Cisco best practice principles.
Oversaw Tier 3 troubleshooting for all voice and UCCE issues while providing comprehensive support for Cisco UCCE encompassing ICM, Cisco Unified Communications Manager, IPIVR, and Cisco Voice Portal.
Defined specifications and “as built” documentation for all existing environments.
Successfully configured mobility features including mobile voice access, extension mobility, and remote destination profiles in CUCM in consultation with a variety of end users.
Deployed Unity integration with CUCM via SIP, and Unified Messaging with Exchange.
Project-managed the transformation from ICM 8.5 to ICM 10.x in a greenfield build.
Led design, rollout, and testing of call and interview handlers in Unity Connection.
Implemented fully integrated CUCM SME clusters via SIP trunks.
Worked closely with business units to carry out ICM scripting.
Set up Acme Packet SBC for use in a LAB environment.

NEXSYS DIGITAL, Halifax, NS 03/2013 – 06/2014

UCCE Engineer

Orchestrated all aspects of technology deployed in the call center environment including numerous responsibilities from upgrading firmware for Cisco IP phones to configuring mobility features and troubleshooting issues. Developed consultative relationships with all stakeholders (colleagues, departmental leaders, vendors, customers) to provide in-depth advice and guidance. Designed and documented policies and procedures to ensure the effective management of support operations. Achievements included:

Drafted voice network documentation for internal and client use.
Rolled out new ICM environments including development and implementation of key components (Router, Logger, PGs, AW/HDS, and CUIC) and conducted ICM scripting with full SQL integration using data dips, JNDI, and web services.
Led upgrade projects including transition from ICM 8.5.1 to 8.5.4 and ICM 7.5 to ICM 8.5.
Oversaw the strategic planning and delivery of IPT applications and network infrastructure for global enterprise clients of all sizes.
Managed configuration of Unity and tailored Unity Connection to individual client requirements.
Provided support for Cisco Emergency Responder and Cisco Unified Presence Server.
Developed strong expertise in all Cisco IP phones (especially Cisco 9971 with SIP) and various VoIP protocols such as SCCP, MGCP, H.323, and SIP.
Delivered ad hoc support to the Product Engineering team on any issue arising with Cisco products such as CER, Unity Connection, CUCM, and UCCX.
Organized administration and configuration of Cisco Unity subscribers, call handlers, auto attendants, and directory handlers.

Early Career Roles

Voice Engineer

Infosys, 10/2010 – 12/2012

Professional Training & Certifications

CCNA Collaboration

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Showcase leadership, full-lifecycle impact, and innovation, Kevin Barnett style

Ready to move up in your software engineering career? Whether you’re seeking a principal engineer role, a team lead position, or a senior Android developer opportunity, your resume needs to reflect not only technical proficiency but also strategic thinking, people leadership, and end-to-end project influence. Kevin Barnett’s resume is a masterclass in balancing deep engineering knowledge with collaborative, results-focused leadership. Here’s how to build your own story with tip from our engineering resume writing service:

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“Accomplished Principal Software Engineer with a proven ability to plan, administer, coordinate, and execute full lifecycle software design, engineering and development projects.”

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“Adept at clearly establishing priorities and participating in the completion of complex, large-scale software engineering, design, testing, and development projects. Outstanding ability to gather and translate complex client requirements into practical, reliable, cost-effective software solutions.”

2. Showcase Diverse Industry Backgrounds and Problem-Solving

If you’ve worked across domains, finance, home automation, security, defense, spell that out. This signals adaptability and a broader perspective:

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Highlight your adaptability as a “proactive problem solver focused on developing software with careful consideration to bottom-line, long-range goals, quality, feasibility and ease of use.”

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Pull out one or two flagship projects and summarize your impact. Don’t just list them; include what you built, what was unique, or what business value you created.

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Flagship Mobile Platform – Consumer Retail:
Developed membership gifting features for a major retail app, enhancing payment options and driving new member growth.
Digital Banking Suite:
Engineered secure, user-friendly features for remote check deposit, Zelle integration, and ATM finder, improving customer satisfaction and digital adoption.

4. Professional Experience: Lead With Leadership, Close With Achievements

For each job, lead with your scope, people leadership, and major projects:

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RetailTech Global, Senior Software Engineer / Team Lead

“Lead six-member team in developing features on the Walmart flagship app, maintaining high code quality, and ensuring cross-platform consistency…”

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Show collaborative and technical skills:

“Coordinate closely with partner teams to ensure designs are consistent across platforms. Delegate and create new tickets based on the needs of the team and company.”

Achievements:

“Managed Membership, Gifting, and InHome features, delivering high-impact updates on aggressive timelines.”
“Interview new candidates and provide feedback on their viability as a potential hire.”

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Show your fluency in up-to-date frameworks, languages, and methodologies:

“Demonstrated strong background of design patterns such as MVP, MVVM, and MVC for ease of maintenance and continuous product improvements.”
“Maintained focus on secure programming practices and accessible UI/UX by working closely with the mobile security team as well as the design team.”

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Make sure every internal promotion or expanded responsibility is visible. It’s evidence of trust and success.

Example:

“Gained promotion from Contractor to full-time Principal Software Engineer and Tech Lead for the Android team…”

And include special recognitions:

“Received recognition for driving the implementation and configuration of the Detekt static analysis tool for Kotlin.”

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Call out experience mentoring, training, or hiring:

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“Interview new candidates and provide feedback on their viability as a potential hire.”

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Separate your languages, frameworks, databases, and tools. Don’t overstuff, keep it readable:

Languages: Java, Kotlin, Dart, Python, JavaScript, HTML, SQL…
Databases: PostgreSQL, MySQL, SQLite
Tools: IntelliJ, Android Studio, Jira, Confluence
Environments: Android, Flutter, Web, Mac/Windows Desktop, AWS, Firebase
Development: Full-lifecycle development, requirements gathering, user documentation, testing, UML, Use Cases, Design Patterns

9. Education: Show Your Foundation

Keep it simple and relevant:

Bachelor of Science in Software Development, Northern Canadian Technical University, 2012

10. Formatting and Professionalism

Use bold job titles and company names.
Start each achievement with a strong verb.
Avoid repetition, each section should add something new.
Use plenty of white space for readability.

11. Close With a Vision

Consider ending your resume (or LinkedIn summary) with a forward-looking note:

“Eager to leverage a decade of engineering and leadership experience to drive the next generation of mobile products or cloud-based solutions.”

Summary:

At Resume Writing Lab’s computer science team, we help engineers craft a story of growth, collaboration, and technical mastery, just like Kevin Barnett. Your resume should be more than a tech spec: it’s your blueprint for leadership, innovation, and cross-functional success.

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