Julie Poole

Experience

• 

  NCR

  Jan 2001 - Jan 2004

  Contact Center Manager

  • Develop, implement, manage and maintain help desk analysts as well as policies, procedures for over a dozen employees. • Managed all aspects of call flows for contact center environment.• Managed a department budget. • Identify, develop and manage contingency plans for potential risks and opportunities.• Responsible for scheduling, timely reviewing, knowledge creation, providing technical assistance and documentation to the employees. • Technically train and oversee tier II level analysts. Technically support a customer base of over 36,000 by troubleshooting and solving Windows NT and network issues over a Wide Area Network. Show less

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  CARQUEST

  Mar 2004 - May 2008

  IT Engineer

  • Handled all Cisco IPCC script designs and deployments for entire corporate call center.• Cisco IP-IVR application design, deployment and support.• Cisco Call Manager support• Cisco Unity support• Maintained and supported over 40 ICM scripts and 150 agents for the enterprise. • Responsible for maintaining SW updates and patches on the enterprise servers

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  Cisco

  May 2008 - now

  • Lead multiple high-end customer deployments (2,000+ agents) including the architect, design, call center analysis and implementation/migration of large scale WxCC/UCCE/PCCE product suites. • Accomplished UCCE integrations with multiple CRM, WFM, eGain, KnoahSoft Harmony and other 3rd party product suites.• Responsible for in depth client discoveries, including business goals and improving reliability, operational efficiency and customer experience. • Mentor internal and contractor resources for the support of WxCC and UCCE deployments • Created several custom CUIC, eGain and ICM database reports/queries for operational efficiency and troubleshooting. • Extensive knowledge of CUBE, Dial Plans, voice and/or carrier related issues. • Created custom elements sample elements allows for simple decision or arithmetic operations to be executed as part of the call-flow, storing the result in element data.(including pebble)• Received multiple awards and recognitions based on performance and customer satisfaction. Show less • Lead Engineer for the infrastructure deployment of CVP within Cisco’s Global internal Contact Center. • Responsible for the implementation of Cisco IT's Unified Contact Center infrastructure and applications including ICM, IP-IVR, CVP, CUCM, Finesse, Media Sense and WebACD.• Develop routing solutions for multiple internal and external clients. Provide system analysis, design documents, implementation and test plans and support documentation for operational handoff. • Integrate heterogeneous systems for the various Contact Center applications at Cisco – IP/IVRs, CVP, Active Directory, Mailers, ICM, CtiOS, Oracle, etc.• Participate in Cisco’s mentoring program to assist in the personal and professional development of new engineers. * LEAP Award nomination and finale in 2013 for Execution Show less

  • Sr. Consulting Engineer

    Mar 2016 - now

  • Application Consultant

    May 2008 - now