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Brian M
@brian_moya
Cisco Contact Center Specialist
Costa Rica
Spagnolo
Chi sono
I am a Cisco Contact Center Specialist with over 8 years of experience supporting and administering enterprise customer experience platforms. I have strong expertise in Cisco UCCX and Webex Contact Center environments, including IVR call flows, routing logic, and troubleshooting. I am skilled in collaboration technologies and dedicated to improving platform stability and operational efficiency.
Competenze
Brian M
offline •
Consulta i miei servizi
VoIP e telefonia
I will configure, manage, troubleshoot and train on cisco webex cc and uccx
Esperienza lavorativa
Cisco
Full time • 9 yrs 3 mos
Webex Contact Center Specialist
Jan 2023 - Present • 3 yrs 4 mos
Administration and operational support for Webex Contact Center environments. Management of contact routing and call flows using Flow Designer. Troubleshooting voice and contact center incidents, monitoring platform performance, and reporting. Collaboration with technical and operational teams for issue resolution and support for agents, supervisors, and customer operations.
UCCX Specialist
Jan 2018 - Dec 2023 • 5 yrs 11 mos
Administration and support of Cisco UCCX environments including IVR scripting and call flow troubleshooting. Managed queues and CSQs, Cisco Finesse support, and user administration. Responsible for CUIC reporting and analytics, incident management, root cause analysis, voice routing troubleshooting, and telecom coordination.
