Christina Chapman

Denver, CO, USA

 

 

Voice Technical Architect Professional

Experienced voice architect with contact center solutions expertise, strategic design, and implementation with consideration to ease of support in the future.  Strongly skilled with utilizing analytics to enhance the customer experience, across multiple media types, including backend improvements with call resolution, improvements to staffing efficiencies, addition of valuable data analytics, and identifying self-service opportunities for customers.  Recognized as a dedicated and knowledgeable team member with the ability to work with initiative and independently.

 

AREAS OF STRENGTH

 

▪         Contact Center Solutions ▪         Strategic System Design ▪         Operational Support ▪         Tier 3 Troubleshooting

▪         System/Process Documentation ▪         Call Routing Analysis ▪         End to End Testing ▪         Business Communication

▪         Leadership ▪         Disaster Recovery ▪         Vendor Relations ▪         Updates & Upgrades

 

SYSTEMS EXPERIENCE

 

▪          Telephony/Voice Systems

o        Interactive Intelligence (version 3.0 and 4.0)

o        Cisco Voice Systems: ICM/UCCE (6.x-7.x/10.x), IP IVR (3.x-6.x), CVP (9.x), CUCM (4.x-7.x/10.x), UNITY (4.x/10.x)

o        Nuance (natural language IVR): Recognizer 10, Vocalizer 5, and MRCP

o        Genesys CTI: Framework, Routing, Reporting, Voice Treatment (versions 5 - 7)

o        Avaya ACD (including CMS / Site Administrator)

o        Aspect ACD (including Dialer)

o        Carrier Call Management: RouteIT, IP Network Manager, ECR

▪          Reporting and Analytics

o        SQL Programming

o        WebView/InfoMaker

o        Exony

o        COGNOS

o        Crystal Reports

▪          Workforce Management

o        Interaction Optimizer

o        TCS/eWFM

o        NICE WFM Suite/IEX/TotalView

▪          Quality Assurance / Call Recording

o        Interaction Recorder

o        Verint

o        Click2Coach/Envision

o        NICE Quality Management/Call Recording

 

 

PROFESSIONAL EXPERIENCE

 

▪          Primary technical architect for the evaluation, design, and implementation of a Cisco CUCM/UCCE telephony system, including multiple integreated applications for Contact Center: CVP (IVR/call routing), eGain (chat/email interactions), ALI/Noble (Dialer), NICE QA (call recording/analytics), NICE WFM, and Exony (reporting).  Migration from managed ACME SBCs to on-premise CUBE.  Migration from cloud WebEx to on-premise CUPS.

▪          Design and support all aspects of the Interactive Intelligence (ININ) software platform, including:  Attendant, Handler, ACD, Dialer, Switchover, Disaster Recovery, Director, Multi Site, Dialer campaigns, Optimizer, and Recorder.

▪          Deployed telephony system (ININ) and enhanced application which led to company’s 1st in 5 survey rank, resulting additional loan servicing volume.

▪          System design/build with consideration to be fully PCI, FSMA (NIST), and SOX compliancy and responsible for quarterly and annual security audits/documentation for voice and contact center technologies.

▪          Current 5C Security Clearance and a Information Systems Security Officer Level II (ISSO II) for federal government contracts with the Department of Education. 

▪          Primary technical architect for the evaluation, design, and implementation of the Interactive Intelligence telephony platform across 14 sites and multiple business units, updated from the previous Avaya system (with multiple contact center applications), as well as carrier migration to a fully VoIP (SIP) environment, with geo-diverse disaster recovery.  Architect so ININ system upgrade from version 3.0 to 4.0.

▪          Contact center call routing analysis and design, with a focus on supporting business initiatives/requirements to provide an improved customer experience across all media, including the implementation of a natural language IVR.  Provide customized reporting solutions for voice systems.

▪          Tier 3 ININ system administration/troubleshooting support, responsible for the operational support of the ININ voice system and contact center peripherals, including dialer, IVR, workforce management, post-call survey, and call recording applications.

▪          Provide vendor management and support with multiple carriers, along with the implementation of improved SIP trunking features, such as IP Toll Free / Verizon Network Manager

▪          Voice Operations Manager for outsourced voice services; responsible for voice operations service delivery, MAC management, and internal support center coordination to the customer’s satisfaction. Provide knowledge support for internal and external support centers through facilitating communication, adapting documentation, and identifying and simplifying processes for higher efficiency.

▪          Compliance Report Manager for outsourced voice services; responsible for monitoring and attaining SLA goals across service centers, ad-hoc and scheduled SLA and asset reporting, and inventory management.

▪          Acted as a Project Manager for voice and data projects with internal and external support centers.

▪          Cisco ICM/UCCE administration for 6,000 agents across 6 large call centers and 350+ branch locations, application/server administration for 42 ICM/UCCE servers, and Call Manager and Unity configuration and management for 10,000 phones across 7 clusters.

▪          Design and implement call routing, self-service applications, and IVR scripts for multiple business units with focus on the business requirements, the overall customer experience, and the company’s reporting requirements. Proactively analyze existing call flows and provide improvement solutions.

▪          Develop custom WebView/InfoMaker, SQL, and COGNOS queries and design reports for multiple business units. Cisco ICM and Call Manager configuration query design for team use and business audits.

▪          Responsible for Avaya ACD and Genesys CTI change management, including coordination of all telecom requests for marketing campaigns and operational changes with consideration for call and CTI reporting metric requirements.

▪          Continued development and support of screen-pop application / agent URL-based scripting tool which integrates with Genesys CTI, the Avaya, and the agents’ desktops. Develop, implement, and support self-serve call routing applications which integrate the Genesys IVR and businesses’ customer database records

▪          Streamline and improve voice system configuration though proactively auditing existing call flows and CTI reports, providing design solutions for business approval, and implementing changes for a more positive customer experience, a more efficient call flow, and simplified reporting.

▪          Provide technical support and troubleshooting for all Genesys applications/servers. Perform end user administration of Genesys application and associated data

▪          Previous experience in Workforce Management provides valuable knowledge in the contact center environment:

▪          Real Time Specialist for 1500+ seat call center; maintaining agent adherence and compliance for call center, monitoring queues and proactively reassigning agents to skill groups to meet service levels, manage agent overtime/early release to maintain staffing requirements, create and distribute call center reports, communicate with all departments, assist team manager with projects.

▪          Training Specialist duties include creating, scheduling, and maintaining training for entire site.

▪          Primary Scheduler; scheduling 350+ specialists, team alignment, coordinating all offline activity scheduling, process all status changes, administer all WFM systems, lead daily conference calls, assist payroll department.

 

 

 

Professional Career History

 

Technical Architect (Voice)NelnetDenver, CO06/2010-Present

Technical Architect (LCM Team)AT&TMemphis, TN05/2009-05/2010

Telecom EngineerServiceMasterMemphis, TN04/2006-05/2009

Technology AnalystServiceMasterMemphis, TN04/2003-05/2006

Resource Planning SpecialistT-MobileNashville, TN04/2002-07/2002

Workforce Management AnalystSprintTallahassee, FL08/1999-04/2002

 

 

 

Education

Northwestern State UniversityMay 2009

Bachelor of Science, Psychology

 

 

Technical Certifications

Interaction Center Certified Engineer (ICCE)

Interaction Center Handler Developer (ICHD)