Steven J. Westerman

Experience

1. Senior Consulting Engineer Customer Interaction Solutions

   Nexus - A Dimension Data Company

   Aug 2005 — Present

   Utilized Cisco suite of customer interaction products & 3rd party products. Created new & enhanced customer interaction processes within clients contact center including voice inbound/outbound, email, web chat, quality control & work force management.New interactions, enhancements or controls came after in-depth discovery. Using data gathered wrote Requirement Definition Document (RDD), Data Collection Worksheets (DCW) & diagramed interaction flows. This became the ‘blue print’.Installed & configured Cisco UCS B&C series hardware, VMWare ESXi, MS Windows Server, MS SQL Server, Unified Communications Manager (UCM), Unified Contact Center Enterprise (UCCE), Cisco Voice Portal (CVP), Cisco Unified Border Element (CUBE), Cisco Finesse, Cisco Unified Intelligence Center (CUIC), Cisco Unified Management Portal (CCMP), Customer Response Solutions (IVR), Cisco Unified Interaction Manager (CIM), CRM connectors, Calabrio One, NICE, Cisco Media Sense & Exony.Based on ‘blue print’ developed scripting for voice, email & web chat, agent & supervisor desktops & work flows & quality controls.Wrote Test Plans to verify base installation, configuration & fail over. Wrote Test Plan to verify specific customization. Tested internally & with customer to verify ‘blue print’.Wrote training documents specific to customer. Provided training including ‘Train-the-Trainer’, admin, supervisor, agent, reporting & quality control.Provided documented cut procedures. Executed cut & provided go-live support.Provided current ‘as built’ documents Detailed Design Document DCWs & interaction flows. Internally worked with Solution Architects to create standards for the sale, install & customization of the Cisco suite of customer interaction products. Resulting in greater efficiency & profit. Created & refreshed documents including RDD, DCWs, Interaction Flows, & training. Provided ‘mind share’ for discovered, tested & ‘proof-of-concept’ within lab.

Education

• Devry University

  BS

Skills

• Call Centers
• Ip
• Avaya
• Virtualization
• Ivr
• Cloud Computing
• Unified Communications
• Cisco Technologies
• Telecommunications
• Customer Satisfaction
• Voip
• Data Center
• Enterprise Software
• Managed Services
• Microsoft Sql Server
• Cisco Call Manager
• Servers
• Crm
• Software Documentation