Experience

• 

  Romtelecom

  Sept 2004 - Nov 2007

  Technical solutions specialist

   Providing technical support and administration of Alcatel Contact Centers Developing IVR applications Developing support applications for Contact Center’s agents Implementing new Contact Centers and Contact Center services Coordinating relocation of Contact Centers Elaborating operational procedures for Contact Center ISO certification Maintaining relationship with vendors Supporting Contact Center statistics

• 

  Stefanini romania

  Nov 2007 - Feb 2019

  Telecom administrator

   Providing technical support and administration of Aspect Contact Center (Aspect ACD and Aspect UIP systems) Configuring voice routing from call collection carrier towards IVR or/and ACD systems Configuring and provisioning SIP phones used by agents to handle calls (CISCO IP Phone, Yealink, Snom) Implementing new Contact Center services (Chat, IM using Skype for Business) Developing and maintaining IVR applications Configuring and managing automated outbound campaigns Designing and configuring solutions for CTI integration Coordinating with different teams for integration between telephony and 3rd party applications (ITSMs – CA, ServiceNow) Developing web applications (PHP, MySQL, JavaScript) Configuring and administering CISCO CUCM and CISCO Voice Gateways Configuring and administering Skype for Business (Lync) server from voice perspective Configuring and administering integration between CUCM and Skype for Business Network troubleshooting Preparing custom Contact Center reports and statistics Closely working with business to identify new opportunities for customer needs Maintaining relationship with vendors Show less

• 

  Enel românia

  Mar 2019 - Jun 2020

  Senior voice engineer
• 

  Avantor

  Jun 2020 - now

  Contact center & voice operations specialist