Summary
Overview
Work History
Education
Skills
Timeline
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Paul Everton

Denver,CO

Summary

Talented Contact Center Design Engineer with extensive experience at State Farm, specializing in Cisco ICM scripting and call routing. Demonstrated ability to optimize operational efficiency and improve service delivery, with extensive problem-solving expertise. Strong interpersonal and communication skills, collaborating with cross-functional teams. Continuously curious DIY enthusiast with an affinity for cars, soccer, travel, and dogs.

Overview

14
14
years of professional experience

Work History

Contact Center Design Engineer

State Farm
Denver, CO
10.2020 - 01.2025
  • Converted business call flows into hybrid network utilizing Cisco and AWS technologies.
  • Supported CVP applications and ICM systems to enhance operational efficiency.
  • Collaborated with businesses on projects from discovery to design, implementation, and support.
  • Developed standard State Farm Visio stencils and templates for consistent documentation.
  • Participated in AGILE environment to promote iterative project development.
  • Managed on-call duties including checkouts, task reviews, and daily stand-up calls.
  • Optimized routing processes for State Farm enterprise to improve service delivery.

Contact Center Design Developer

T-Mobile
Denver, CO
06.2019 - 06.2020
  • Successfully led full UCCE conversion for Law Enforcement group, implementing cisco best practices and ensuring legal compliance.
  • Translated Avaya Vectors/VDNs into an improved UCCE design; Built call flows in Visio; Developed ICM scripts; ICM Configuration build; Finesse build; eGain build; CUIC reports; Bulk-Imported objects; DN mapping using AutoHotKey macro program;
  • Generated SQL queries and maintained training documents, change records, and issue tracker updates.
  • Created a solution using ICM and CVP to address bogus vendor customer information from vendor's Databases.
  • Designed custom Visio shapes and stencils to standardize documentation processes.

Senior Finesse Engineer

Kaiser Permanente
Denver, CO
01.2018 - 12.2018
  • Conducted weekly design review meetings with Kaiser businesses to ensure alignment on objectives.
  • Designed Finesse templates based on configurations including: Teams, browser templates, reason codes, and phone books.
  • Developed Finesse training guides and troubleshooting documents for user support.
  • Migrated, tested, troubleshot, and resolved issues in ICM, CUCM, CUIC.

Cisco Applications Project Lead

Cisco Systems
Denver, CO
02.2016 - 01.2018
  • Developed applications for American Express’s Cisco Cloud as a Service (CCaaS) Network.
  • Managed quality assurance for three dedicated scripters, ensuring high-quality deliverables.
  • Formulated design standards including scripting templates and variable naming conventions.
  • Worked comprehensively with EGAIN as the customer portal.
  • Utilized SQL to assist in application development and troubleshooting.
  • Co-designed the Smart Pairs Database for seamless integration with ICM scripts.
  • Implemented Finesse configuration, covering phonebooks, teams, and testing protocols.
  • Consulted on American Express Credit Card UCCE 11 upgrade project.

Cisco Applications Developer/Engineer

State Farm
Denver, CO
06.2013 - 01.2016
  • Provided third-level support for applications, troubleshooting and resolving ICM/CVP issues.
  • Supported enterprise contact center utilizing six ICM instances, enhancing efficiency and achieving TFN cost savings by designing consolidated scripts.
  • Co-developed best practices scripting guide and application design documentation to standardize processes.
  • Migrated over 60,000 dialed numbers using ICM bulkloadconfig tool.
  • Created outbound Cisco ICM dialer for State Farm Bank to streamline communication.
  • Developed CVP application to integrate with Verint for our Customer Feedback Survey.
  • Collaborated with Virtual Hold Technology to build 'Hold Place in Queue' in our call flows.
  • Conducted live screen-sharing sessions, including weekly problem management updates and collaboration meetings.

Applications Consultant/Designer

State Farm
Bloomington, IL
01.2012 - 06.2013
  • Oversaw quality assurance as applications consultant for team exceeding 20 designers and scripters.
  • Worked with diverse business partners to design Visios tailored for ICM scripts and Unity Call-Handlers.
  • Transformed Avaya pull data into actionable Visio diagrams by deciphering VDNs and Vectors.
  • Formulated enterprise-wide scripting standards encompassing naming conventions and peripheral variables.
  • Conducted detailed ICM scripting alongside the creation of call flow diagrams.
  • Engineered nationwide Catastrophe call studio application, serving as proof of concept.

Network Engineer

Aston Technologies
Minneapolis, MN
06.2011 - 12.2011
  • Monitored client call centers, recreating issues in lab to expedite resolution.
  • Built full UCCE 7.x environment for troubleshooting by field engineers.
  • Installed and configured UCCE/ICM components including Routers, Switches, Gateways, and more.
  • Utilized Hyperterminal and RTMT for extensive system monitoring and troubleshooting.
  • Migrated Call Manager from 4.x to 7.x through parallel build approach.
  • Executed migration of ICM from 6.0 to 7.5 with Active Directory integration.
  • Deployed CUSP framework within the operational environment.
  • Developed Call Studio application as proof of concept for banking client.

Education

Bachelor of Arts - Environmental Design

University of Colorado At Boulder
Boulder, CO
12-2005

Some College (No Degree) - Computer Networking

Red Rocks Community College
Lakewood, CO

Skills

  • Cisco call routing and ICM scripting
  • Contact center architecture
  • Visio documentation
  • Cisco solutions best practices
  • Cisco UCCE: ICM, CVP, CUSP, VXML
  • Cisco UC: CUCM, CUC
  • SQL database queries
  • EGAIN portal expertise
  • FINESSE agent desktop proficiency
  • CUIC reporting tools
  • IVR systems integration: Avaya to Cisco
  • IVR systems integration: Cisco to AWS

Timeline

Contact Center Design Engineer

State Farm
10.2020 - 01.2025

Contact Center Design Developer

T-Mobile
06.2019 - 06.2020

Senior Finesse Engineer

Kaiser Permanente
01.2018 - 12.2018

Cisco Applications Project Lead

Cisco Systems
02.2016 - 01.2018

Cisco Applications Developer/Engineer

State Farm
06.2013 - 01.2016

Applications Consultant/Designer

State Farm
01.2012 - 06.2013

Network Engineer

Aston Technologies
06.2011 - 12.2011

Bachelor of Arts - Environmental Design

University of Colorado At Boulder

Some College (No Degree) - Computer Networking

Red Rocks Community College

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Paul Everton