PAUL LEONARD
Sterling Heights,MI
Summary
Telecom Engineer with over 15 years of progressive experience in analyzing, designing, and implementing enterprise network and voice solutions. Demonstrated expertise in Cisco Unified Communications Manager (CUCM) and Genesys Cloud CX, successfully leading large-scale telephony migrations and multi-site integrations. Proficient in translating complex business requirements into efficient call routing architectures that enhance system performance and reliability. Recognized for fostering cross-functional collaboration, resolving intricate technical challenges, and delivering scalable, high-impact telecommunications solutions within diverse enterprise environments.
Overview
15
15
years of professional experience
Work History
Telecom Engineer
OptumRx
Eden Prairie, MN
11.2024 - Current
- Managed enterprise voice environment across 4000+ endpoints and 760+ sites.
- Managed integration and optimization of Cisco CUCM and Genesys Cloud CX platforms to improve system performance.
- Spearheaded execution of 700-site migration to OptumRx CUCM.
- Designed and optimized call flows within Genesys Cloud CX to enhance customer interaction efficiency.
- Managed coordination of over 3000 DID migrations to AT&T SIP systems.
- Conducted root cause analysis to identify and resolve complex issues.
Business Analyst / Network & Telephony Architect
OptumRx
Eden Prairie, MN
01.2019 - 11.2024
- Analyzed business needs and developed tailored telephony solutions to optimize communication.
- Engineered call flow architectures and optimized routing logic for enhanced communication efficiency.
- Developed and integrated Intrado CCPro reporting to enhance URAC compliance processes.
- Oversaw management of Genesys Cloud CX environment and executed WebRTC migration.
- Formulated and executed integration strategies to streamline acquisition processes.
IT Program Manager
Genoa Healthcare
Renton, WA
09.2016 - 01.2019
- Managed end-to-end migration process for 250+ sites, coordinating cross-functional teams to achieve project objectives.
- Executed comprehensive infrastructure assessments to identify potential improvements.
- Managed acquisition and deployment processes to optimize resource allocation.
- Facilitated communication between stakeholders and vendors to support project objectives and deliverables.
IT Network Administrator
Advanced Care Provider Network
Shelby Twp, MI
04.2011 - 09.2016
- Managed administration of LAN/WAN VPNs and firewalls to enhance network security.
- Identified and addressed network problems to maintain seamless connectivity and operational efficiency.
- Resolved technical issues and facilitated user support to enhance engagement and functionality.
Skills
Cisco Unified Communications Manager (CUCM)
Genesys Cloud CX
Troubleshooting
Technical Support
Analysis and Problem Solving
Information Gathering
Requirements Gathering
Project Management
Project Leadership
Mergers and Acquisitions
Stakeholder Communications
Team Collaboration
Customer Support Experience
Customer Relations
Adaptability to Change
Continuous Learning Mindset
CORE COMPETENCIES
Enterprise Voice & Telephony Architecture, Cisco CUCM, Genesys Cloud CX, VoIP, SIP, WebRTC, Call Flow Design, Large-Scale Migrations, Root Cause Analysis, Data Center & DR Deployments
Timeline
Telecom Engineer
OptumRx
11.2024 - Current
Business Analyst / Network & Telephony Architect
OptumRx
01.2019 - 11.2024
IT Program Manager
Genoa Healthcare
09.2016 - 01.2019
IT Network Administrator
Advanced Care Provider Network
04.2011 - 09.2016