principal collaboration engineer resume example with 11+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

Principal Collaboration Engineer with extensive background in telephony. Obtained Cisco Certified Network Professional: Collaboration certificate as well as the MS-700 for Microsoft Teams. Major strengths include designing, analyzing, installing, troubleshooting and repairing VoIP and video systems/software, telephony protocols, voicemail systems, hardware, software, and gateways, as well as the Cisco Webex/Telepresence suite of products/endpoints. Considerable experience with contact center scripting/agent skilling. Well versed in video conference resource management and recording as well as Cisco Expressway. Additional experience with Microsoft Teams/Microsoft direct routing and Operator Connect, as well as Azure and M365 Cloud solutions. Incredibly hardworking and dedicated employee who works well both independently as well as part of a team. Looking to continuously learn and accept new challenges in both a solutions architect position as well as a management role.

  • Cisco Certified Network Professional in Collaboration
  • Cisco UCS
  • SIP signaling, trunking and H.323 protocols/router management
  • Cisco Prime Collaboration Suite (Provisioning/Assurance/Deployment)
  • Cisco UC (CUCM, Unity Connection, CER)
  • Unified Contact Center Enterprise Technologies (ICM, CVP, CUPS, VVB)
  • UCCX
  • Cisco Unified Enterprise Attendant Console
  • NICE/Calabrio/Knoahsoft recording/WFM technologies
  • Cisco Jabber
  • Cisco Telepresence Endpoints (SX, DX, MX, CTS, Webex Room)
  • Telepresence Content Server
  • VCS
  • Telepresence MCU
  • TMS
  • Telepresence Conductor
  • Cisco Expressway Suite
  • Webex
  • Microsoft Teams/Office 365
  • Azure
  • Salesforce Ligthning
  • Connects for Bucher+Suter
Work History
07/2019 to Current
Principal Collaboration Engineer Blackbaud City, STATE,
  • Facilitated migration of lab Cisco environment out of decommissioned data center
  • Coordinated move of production Cisco UC and contact center environment from on-premise infrastructure to IaaS solution with managed services vendor
  • Collaborated with Salesforce administrators to add multi-channel (web cases & chat) capability to the contact center
  • Onboarded and integrated 300 employees from an acquisition in under 1 month to eliminate complexity and cost of transition
  • Consolidated scripting and agent skills to streamline troubleshooting and decrease time to resolution for any contact center related issues
  • Managed massive overhaul of lab and production Calabrio WFM/QM solution to Calabrio cloud as part of organaziation's cloud first strategy
  • Tech lead for migration of non-contact center telephony users to Microsoft Teams for meeting as well as external calling capabilities
  • Worked with Azure to implement SSO authentication for contact center and Calabrio applications
  • Currently working on a migration of the Contact Center to Webex Contact Center Enterprise
06/2017 to 07/2019
Designated Engineer/Advanced Diagnostic Engineer Convergeone LLC City, STATE,
  • Worked remotely as Cisco SME for two of ConvergeOne's largest customers
  • Coordinated directly with clients to achieve quick, efficient response and resolution on incidents and MAC-D requests for their environment
  • Assisted with high severity incidents when needed, while also managing entire queue for customers (30~40 tickets open at any one time)
  • Reviewed new software releases applicable to environment and upgraded when appropriate
  • Provided advice/improvements to align with Cisco best practices on any configuration/performance issues
  • Maintained documentation on customer Collaboration environments for engineers' use and special handling notes
  • Assisted with new customer installations and projects with professional services team to ensure understanding of environment
  • Ensured all devices in environments were configured and monitored in internal monitoring system/kept current
  • Hosted several training sessions and mentored other engineers on various UC/video technologies
  • Proved successful working within tight deadlines and fast-paced atmosphere
07/2011 to 06/2017
Senior Staff, Telecommunications Engineer E*Trade Financial City, STATE,
  • Installed, maintained and supported various VoIP and IVR applications
  • Installed, maintained and supported multiple models of Cisco Collaboration endpoints, including 79XX and 88XX series phones as well as Cisco Telepresence suite of products
  • Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications
  • Removed legacy NICE Perform recording software, and implemented Knoahsoft call recording system
  • Responsible for writing complex scripts in ICM for various customer service contact numbers and call routing using various components of UCCE
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrades
  • Coordinated installation of all new users' phones, voicemail, conference numbers, and video conferencing units
  • Trained junior members of telecom team in implementation and troubleshooting of telecom systems
  • Monitored performance of telecommunications systems and provided statistical reports for both real-time and historical measurements
  • Maintained documentation for all telecommunication systems, including equipment inventory and floor plans
  • Researched and recommended telecommunications hardware and software to upper management for service improvement
Expected in 2011 to to
BBA: Management Information Systems
The University of Georgia - Athens, GA
  • Recipient of HOPE Scholarship
  • Recipient of Watson Brown Scholarship
  • Vice President of Alumni Relations in Delta Sigma Pi business fraternity

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Resume Overview

School Attended

  • The University of Georgia

Job Titles Held:

  • Principal Collaboration Engineer
  • Designated Engineer/Advanced Diagnostic Engineer
  • Senior Staff, Telecommunications Engineer


  • BBA

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