Susan Miller

Experience

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  Citigroup Contractor, Employed by ZSI Inc.

  Aug 2001 - Dec 2002

  PBX Engineer

  Complex call center support for the Irving Credit Card Operation Center. Responsible for traffic engineering analysis and recommendations in a complex environment for performance evaluation and optimization of call center network facilities. Directed compliance activities of five other team members. Weekly on call duty to provide around the clock support and trouble resolution for several call centers with multiple platforms and applications.

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  ConvergeOne

  Dec 2002 - Apr 2023

  Design Engineer

  Design Engineer and Solutions Architect responsibilities for designing Cloud, Multi-Cloud, and premise-based communications solutions in a multi-vendor environment. Including converged technologies, VoIP, SIP, Unified Communications, Contact Center solutions, Omni-Channel, WFO/WFM, Messaging, Mobility, UCaaS, SaaS, CCaaS, E911, SD-WAN and more. Led the acquisition, analysis, and synthesis of client business information into business-driven use cases. Led architectural discussions to ensure solutions are designed for successful deployment. Acted as a technical liaison between customers, partners, engineering teams, implementation teams, and support. Collaborate with team members to develop proposals, RFI/RFP responses and strong and accurate SOWs for projects and services engagements. Technical presentations to customers and potential customers of recommended solutions, concepts, and design considerations.Awarded 2022 Team Member C1CX Cloud Deal of the Year. Awarded 2022 Team Member Base Modernization Deal of the Year. Show less

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  Waterfield Tech

  Jun 2023 - now

  CX Architect