Senior Voice Engineer Resume Sample

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

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