James Grace
Greater Tampa Bay Area,FL
Summary
Cisco Certified Internetwork Expert (CCIE Collaboration) with 15+ years of experience designing and delivering large-scale enterprise Unified Communications and voice infrastructures. Proven expertise in Cisco UC platforms, SIP Trunking, voice gateways, dial plan design, and enterprise telephony migrations. Skilled at leading complex hybrid cloud transformations while ensuring resiliency, scalability, and seamless business continuity.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Unified Communications Architect
Masonite International
03.2018 - Current
- - Designed and maintained enterprise dial plans and global call routing across Cisco UC and Webex Calling environments.
- - Architected and supported Cisco UCCX 11.6 / 14.x deployments: IVR scripting, queue routing, and enterprise application integrations.
- - Configured and maintained Cisco CUBE SIP Trunking solutions (ISR 4000/1100, Catalyst 8300 Edge, ASR 1000) and VG224 analog gateways, supporting SIP Trunking, PRI, and hybrid PSTN connectivity.
- - Led hybrid voice integrations with Microsoft Teams Phone System and Webex Calling, ensuring seamless PSTN and global dial plan interoperability.
- - Managed a 3,500+ endpoint UC environment, ensuring resiliency, uptime, and business continuity across collaboration and contact center platforms.
IT Manager – Cloud Voice & Collaboration Solutions
ExamWorks Clinical Solutions
01.2013 - 03.2018
- - Engineered and managed large-scale UC migrations across multi-site enterprise environments.
- - Directed a 7,500+ endpoint Unified Communications environment, leading a team of network voice engineers providing Tier 1–2 support.
- - Designed, implemented, and maintained Cisco UC platforms: CUCM 8.x–11.x, Unity Connection, UCCX/UCCE scripting, IM&P, Jabber, SIP Trunking, MGCP, and VPN phones.
- - Delivered hybrid collaboration services, including Cisco Webex integration and enterprise faxing solutions (OpenText RightFax, XMedius, FaxCom, FaxCore).
- - Negotiated vendor/service provider contracts and set enterprise UC standards.
Sr. Voice Engineer
Wells Fargo
04.2015 - 07.2016
- - Executed a large-scale Unified Communications migration from CUCM/Unity 8.x → 11.x, including hardware refresh and software reconfiguration.
- - Designed and implemented UC architectures aligned with enterprise best practices.
- - Conducted end-to-end system testing, validation, and optimization during migration efforts.
- - Configured and deployed Cisco endpoints (79xx, DX Series, 8945, 88xx).
- - Supported SIP Trunking and PSTN integrations during UC migration projects.
Sr. Unified Communications & Collaboration Engineer
Adcap Network Systems
01.2005 - 09.2013
- - Designed, implemented, and maintained global Unified Communications environments (CUCM 7.x–10.x, Unity/Unity Connection, UCCX, IM&P).
- - Delivered UCCX scripting and IVR engineering, providing presales demos and TAC case troubleshooting.
- - Engineered Cisco voice gateways (VG 28xx, 29xx, 38xx) with SIP Trunking and PRI connectivity, integrating with enterprise switching platforms (Catalyst & Nexus).
- - Configured and deployed Cisco phones across models 79xx, 88xx, DX, and 7921 wireless.
Skills
- - Cisco Unified Communications: CUCM 7x–14x Unity/Unity Connection IM&P Cisco Emergency Responder
- - Contact Center: Cisco UCCX 116 / 14x UCCE IVR Scripting Auto Attendant Enterprise Queuing
- - Voice Infrastructure: Cisco CUBE SIP Trunking ISR 4000/1100 Catalyst 8300 Edge ASR 1000 Cisco Catalyst 9000 Switching SIP Trunking PRI Analog VG224
- - Migration & Design: Large-Scale UC Migrations Global Dial Plan Design Multi-Site UC Architecture PSTN Connectivity
- - Collaboration Ecosystem: Webex Calling Microsoft Teams Auto Attendant & Queues Hybrid Voice Solutions
Certification
- - Cisco Certified Internetwork Expert (CCIE) – Collaboration #69512 — Cisco (Issued Jan 2024)
- - Cisco Certified Network Professional (CCNP) — Cisco (Issued Jan 2022, ID: CSC010043297)
- - Cisco Certified Voice Professional (CCVP) — Cisco (Issued Jan 2022, ID: CSC010043297)
- - Cisco Certified Design Associate (CCDA) — Cisco (Issued Jan 2000, ID: CSC010043297)
- - Genesys Cloud CX: Professional Certification — Genesys (Issued Dec 2024)
- - Microsoft Certified: Azure Administrator Associate — Microsoft (Issued Mar 2024)
Technology Snapshot
Cisco CUCM (7–14) | Unity/Unity Connection | IM&P | CER | Cisco UCCE/UCCX | Genesys Cloud CX | Webex Contact Center | Microsoft Teams Auto Attendant & Call Queues | Cisco CUBE SIP Trunking (ISR 4000/1100, Catalyst 8300 Edge, ASR 1000) | Cisco Catalyst 9000 Series (9200/9300/9400/9500) | SIP Trunking | PRI | Analog | VG224 | Webex Calling | IVR/Flow Design | Auto Attendant | Omnichannel Routing | WFM & QM | Faxing Solutions: OpenText RightFax, XMedius, FaxCom, FaxCore, Syn-Apps | Hybrid & Cloud Faxing | Cloud & Hybrid UC Migration
Timeline
Unified Communications Architect
Masonite International
03.2018 - Current
Sr. Voice Engineer
Wells Fargo
04.2015 - 07.2016
IT Manager – Cloud Voice & Collaboration Solutions
ExamWorks Clinical Solutions
01.2013 - 03.2018
Sr. Unified Communications & Collaboration Engineer
Adcap Network Systems
01.2005 - 09.2013