Keith Foster

About Keith Foster

Almost 20 years experience in IT and VoIP related fields; 13 years supporting Interactive Intelligence/Genesys CIC and PureConnect for Enterprise Customers; 1 year supporting SharpenCX. 3 years with a focus on Unified Communications in the financial industry.

Experience

1. Sr Systems Engineer - Bt Voice

   CareCentrix

   Oct 2021 — Present

   Analyze/prepare detailed proposals for voice telecommunications technology for management\'s approval Determine end-user\'s voice communications requirements and business operational needs, research available technology solutions and recommend telecommunications solutions to support complex business problems Coordinate the ordering/installation of telephone voice/facsimile circuits and 800 number services for assigned field locations in the most cost effective manner. Coordinate telephone equipment changes including additions, deletions and moving of equipment Develop, plan and implement project work plans, arrange for necessary resources, monitor progress and resolve problems to ensure that deadlines are met Develop service outage and recovery strategies to provide field locations with detailed troubleshooting processes, escalation procedures and status notification in conjunction with Manager - Voice Services. Evaluate process and make recommendations for improvement as necessary Work with management to formulate and continually modify, as needed, long-term voice telecommunications strategies/standards Provide back-up customer support to large company field locations. Troubleshoot/resolve complex voice communications problems. Work with communications vendors to isolate the cause of a communications outage and to restore service in a timely manner. Provide regular status updates to necessary site contacts/management on service restoration process/timeline Maintain detailed asset records of telecommunications equipment/services provided by vendors to assigned locations Evaluate new voice communications technologies and analyzes the feasibility of proposed new applications using this technology Evaluate user training needs and recommends training programs. Provide hands-on training to users and, as assigned, conducts classroom training

Skills

• Sip
• Audiocodes Gateway
• Acd
• Troubleshooting
• Interaction Center
• Enterprise Support
• Management
• Enterprise Software
• Business Networking
• Technical Support
• Voip
• Microsoft Office
• Cloud Communications
• Contact Centers
• Session Initiation Protocol (Sip)
• Call Centers
• Icce 3.0
• Computer Repair
• Networking
• Help Desk Support
• Customer Service
• Enterprise Account Management
• Cloud Computing
• Customer Satisfaction
• Windows Server
• Windows & Mac Operating Systems
• Voice Over Ip (Voip)
• Polycom
• Windows 7
• Itil Foundations
• Icce 4.0
• Unified Communications
• Interaction Edge