Lucille M. Walker
Clarksville,TN
Summary
Implementation Solutions Engineer with extensive background in designing and implementing solutions large communication systems and omnichannel contact center, call recording/quality management solutions and workforce management. Experience with integrations with third party CRM systems. Extensive experience meeting with clients and obtaining system requirements. Proficient in creating high level design documents to present to client and to be used for implementation. Demonstrated ability to streamline processes and enhance system functionality. Proven skills in problem-solving, trouble shooting and client engagement. Working knowledge of AI-drive trends in the industry (Zoom, ChatGPT, CoPilot, Claude, LLM and Natural Language).
Overview
1
1
Certification
29
29
years of professional experience
Work History
Lead Customer Solutions Engineer
Lumen Technologies
01.1998 - Current
- Led a team of 6 system designers and 3 Operations Engineers in the development of UCaaS and CCaaS products. Oversaw a diverse product portfolio featuring Zoom, Webex, Microsoft Teams, and MT Webex DI. Conducted regular strategy meetings with clients to assess needs and deliver innovative solutions that modernize their operations. Championed the implementation of comprehensive communication solutions, including phone, SMS, fax, meetings, and webinars. Project lead on omnichannel Contact Center implementations.
- Collaborated with cross-functional teams to design and optimize customer-specific configurations.
- Developed and implemented innovative solutions to enhance system performance and reliability.
- Conducted detailed analysis of client requirements to provide tailored technical support and recommendations.
- Led troubleshooting sessions, reducing issue resolution time through effective problem-solving strategies.
- Mentored junior engineers, fostering skill development and knowledge sharing within the team.
- Facilitated training workshops on new technologies, enhancing team competency in advanced solutions.
- Provided technical expertise in product demonstrations, leading to an increase in successful client conversions.
- Collaborated with sales teams to identify customer needs, resulting in better-targeted solutions and higher revenue.
- Configured user accounts, password and account lock-out policies.
- Analyzed customer requirements to create tailored solutions that align with business objectives and operational needs.
Education
Associate of Science - Management Information Systems
University of South Florida
Tampa, Florida01-1989
Skills
- 28 years Telecommunications experience; Design and implementation of large (1,000 stations) PBX systems with omnichannel Contact Center
- Direct contact with customers; extensive experience interviewing customers and analyzing their needs and designing a solution
- Implemented Nortel, Avaya, Mitel, ShoreTel, Cisco legacy PBX WebEx Contact Center and Zoom systems phone and contact center systems
- Participated in ZAAP certification program (Zoom Phone, ZCX, ZVA); successful completion of Capstone projects
- Technical presentations for Kurmi, Zoom Phone, Zoom Contact Center, Quality Management and WFM
- UCaaS and CCaaS product implementation Lead
- Customer relationship management
- PreSales Support
- Technical Project management
Certification
- Certified Support Specialist, Avaya - 2022
- Certified Mitel Support Specialist -2021
- Certified Kurmi Specialist - 2023
- Zoom Contact Center (ZAAP) 2025
- Zoom Phone (ZAAP) 2025
- Zoom Virtual Agent (ZAAP) 2026
Timeline
Lead Customer Solutions Engineer
Lumen Technologies
01.1998 - Current
Associate of Science - Management Information Systems
University of South Florida