Joseph Joe English

WORK HISTORY

EDUCATION

SKILLS

ABOUT JOSEPH JOE ENGLISH

With 16 years’ experience in the Contact Center Technology field working on various large-scale enterprise related programs. These programs involved the modern transformation of the clients outdated PBX environment into an IP based platform using Genesys and Cisco Contact Center (UCCE) based technologies. Diverse, adaptable, client-focused and often described as someone that gets things done, are some of the qualities that I bring to every project.Primary Project Roles:Delivery and Deployment Project Manager – Cisco VOIP Phone and Cisco Unified Communication Manager (Call Manager) Deployment. Managed a team of Networking Engineers from Network Operations Centre (NOC) and Cisco Unified Communication Manager technical professionals for the delivery of Cisco VOIP phones across Canada.Delivery Project Manager - Using Aglie/Scrum principles, I was responsible for managing a team of technical resources for the delivery of agent/user details configuration in Genesys, Verint and Cisco Unified Communication Manager.Lab Change Manager & Test Environment Manager - Delivered an ITIL based process to govern all changes and activities in the Lab/Test Environments for Bell, CIBC and RBC. Planned, scheduled and oversaw the creation of the end user Lab Environment. Worked closely with testing teams to ensure the test environment met Call Routing, Outbound Dialer and IVR testing needs for the program. QA/Testing Analyst for Call Routing and IVR (Genesys & Cisco)- Executed Call Routing and IVR related test case scenarios and reported defects. Reviewed, Test Strategy, Test Plans and Call Routeing and IVR test cases with developers and business.Please feel free to contact me to discuss new opportunities and how my experience can meet your needs.