Self Employed Telecommunications Contractor over with 20 years Experience of voice technologies including 18 years working with Avaya solutions and 15 years working with call recording products, predominantly Verint technology to provide large and small scale contact centre solutions.

Work History

Work History
Mar 2016 - Present

Voice Support Analyst

The Co-Operative Group

To provide voice support to the Voice Network support team at The Co-Operative Group, Insurance and Bank. The three divisions operate on 2 different Avaya Communication Manager platforms from CM 5 through to CM6. A Transformation programme is underway to migrate the Insurance Division onto a new Avaya cloud based platform - Collaboration Pod.

The current CM 6 platform upgraded to CM 7 with further plans yet to be decided for the remaining CM 5 platform.

 My role is to provide support to the programme where required ad day to day support to the central call centre platforms and the individual Co-Operative stores and offices throughout the UK.

Liaising with third party suppliers for various services such as IVR functionality, NGN provisioning plus SIP and ISDN trunks to call centre sites and strategic offices as well as BT for independent store lines.

Adherence to Strict SLAs for incident resolution and requests is a key part of the role.

Sep 2015 - Feb 2016

Voice Technical Architect 

Capita Customer Management - Voice & Data Delivery Team

Providing voice support to  CCM delivery team as an Independent Contractor for a large scale back office migrating between multiple sites in Leeds.

The services provided to CCM are to Programme Delivery. I have been assigned to various short term and long term project deliverables across the Avaya estate. Currently I am the Voice Technical Architect for an office relocation of 500 staff into new offices. I am responsible for ensuring the new premises have the infrastructure to migrate services seamlessly. This involves working alongside network providers for increased bandwidth & VRF functionality as well as LAN connectivity on newly provisioned edge switches.

I am also working on a high priority investigation regarding issues between the Avaya platform delivering calls to agents and the Verint platform capturing the calls for call recording. This is reporting to senior board room executives explaining acceptable scenarios for any discrepancies as well as the investigations for issues that arise.

I have also been involved in the provision & testing of additional IVR functionality within the recently upgraded Avaya Session Manager platform through to delivering the call to Communication Manager 6 call centre agents.

Over the last 7 months several clients have uplifted their seat counts and I have provisioned services on both the Avaya and Verint call recording platforms for new clients, ensuring all levels of service migration are delivered on time with no issues.

Feb 2015 - Sep 2015

Telecommunications Specialist Contractor

Capita Transformation

Working alongside Capita Transformation team to help plan the consolidation and migration of  the Telefonica O2 VCC from various Avaya CM platforms  to a central Avaya CM 6 platform running alongside Genesys. Also to upgrade to CMS 16 whilst migrating to a new Echo IVR platform with enhanced features. I was also involved planning the migration of the existing voice recording platform from Verint Impact 360 V10 and an existing Qfiniti platform to Qfiniti V10 to provide voice and screen recording with enhanced DPA. 

I was responsible for updating firmware on 1500 Avaya 4600 IP handsets from 3.0 to 6._2_4 and subsequent deployment.

Apr 2013 - Jan 2015

Telecommunications Support Contractor

Capita Customer Management Voice Support Team

This role involved working in a 10 man Voice Telephony team supporting approximately 20,000 call centre agents over multiple clients across more than a dozen sites. Various versions of the Avaya Communications Manager system are used from 4.2 to 6 all utilising a combination of TDM & SIP trunks. A programme of transition was underway to migrate clients operating on the older systems.

Call routing was provided to various clients ranging from government to retail & financial industries. The call routing platforms varied from internal ACD vectors utilising skill based routing and vector variables, CMS skill based routing and dedicated IVR technology.

Many clients utilised the Cisco ICM call routing product to deliver calls to the Avaya ACDs.

My duties covered the Call Recording estate which includes Verint Impact 360 Version 10 & 11, Nice Perform version 3.5 & 4.1 and Talk Talk Business cloud based Opal replay service, fault analysis on the various Avaya switch platforms and maintaining and administering the different CMS platforms.

My role also included system support, consisting of fault analysis and resolution, achieving SLA on logged tickets and maintaining a fix level of 95% within SLA. These range from agent admin to the installation of new SIP trunks for recording.

I also worked on the migration of 15,000+ call centre agents from a variety of Avaya platforms, operating on different G3R & Call Manager platforms to a singular CM 6 platform.

Upgrades to the Call recording software were also undertaken from Verint Impact 360 V10 to Verint Impact 360 V11 as well as Nice perform upgrades.

The various CMS platforms ranging from 13 to 15 were centralised to a singular R16.3 platform.

Whilst working on projects I was responsible for designing the configuration of the clients call routing and voice recording configuration. I also set up new clients on the existing platforms as well as the transition of clients from older unsupported systems to the new system. I was also involved in the design and implementation of various PCI approved pause and resume solutions for clients based on their requirements.

Jan 2013 - Apr 2103

Independent Telecoms Contractor 

Capita ITS for the HMRC Disclosure and Barring Service (Formally Criminal Records Bureau) 

In January 2013 I became an independent Telecoms contractor. My first contract was with Capita ITS working on the Disclosure and Barring Service. Whilst providing the original level of support and maintenance in my role as Senior Telephony Support & Infrastructure Specialist I also assisted with the planning of the service transition of the telecoms infrastructure from Capita to the new service provider. This involved various planning & strategical technical meetings with the Home Office and TCS to create a timeline of service support and transition to ensure the service to the DBS customers would not be impacted during service transition. I also recruited additional Telecoms support staff for Capita ITS to assist with this work.

Nov 2002 - Jan 2013

Technical Services Team Leader

Capita ITS for the HMRC Disclosure and Barring Service (Formally Criminal Records Bureau

I began my career with Capita as a telecoms analyst providing 1st & 2nd line support to 2 separate sites running 1 call centre & approximately a further 1100 digital handsets. Both sites initially ran on Independent Definity G3R switches linked together by the Cisco ICM platform. Independent Avaya CMS platforms provided MIS reporting as well as connection to Spectrum wallboards. A single Audix voicemail platform supported the 2 sites. Both sites ran Comverse’s Ultra voice recording platform to capture calls. On both sites I was initially responsible for administering all platforms, performing maintenance & liaising with 3rd party support.

Over the 11 years both the Avaya ACD & Verint Call recording platforms were upgraded twice. Firstly in June 2005 both Avaya suites were upgraded to Communications Manager 3 running on S8710 servers along with CMS software & hardware upgrades. The voice recording platform at both sites moved to Verint’s Ultra 9 platform (one site form Ultra 8 to Ultra 9, the other from Ultra 6.7.2) with all calls being transferred to the new OS & hardware. Legacy Call recording equipment was retained for archive playback.

          In 2010 I managed the upgrade of the Avaya platforms again, moving from Communications Manager 3 to Communications Manager 5.2, removing the final MCC cabinets & upgrading the 8710s to 8730s. We moved from a 3 port network to a 2 port network & we introduced the AES server to manage the connections to the switch from the voice recording & IVR platforms. CMS was upgraded to R16.1.

During the final quarter of 2011 I managed the upgrade of the Voice Recording platform to Verint’s Impact 360 platform, or Ultra 10. This was new design, merging our 2 sites together running the Verint HUB & DC servers on virtual machines that connected to 2 separate VAMs, transferring recordings to a secure filer for long term storage.

Over the course of these upgrades the Audix platform was upgraded to an Intuity Audix platform whilst the Cisco ICM platform was upgraded to version 5 with assistance from our 3rd party support team.


In February 2006 I was promoted to Technical Services Team Leader covering Long Term Sickness absence. This lasted for 12 months before I was asked to manage the Technical Services team (responsible for the Wintel estate incorporating Telephony support) for an additional 6 months during a major management recruitment drive was completed. During this 18 month period I was responsible for all aspects of managing & a team of 12, resource management & ensuring service SLAs were met, budget management & supplier relationships.

We also upgraded our Wintel estate from NT4 platform to Server 2003 running a mixture of physical servers & virtual servers on several ESX hosts. New NetApp filers were introduced with replication to our DR site. A further 1000+ desktops were swapped out, again with minimal impact to service for our customer.

I also became responsible for resource management (support & project based) & project managing many customer initiated large scale office relocations; including a 20% increase in staff numbers, implementing extending working hours & transferring Home Office staff to new offices, on 2 separate occasions.

I have also assisted with the upgrade of our LAN & WAN infrastructure, replacing all elements of the LAN infrastructure (moving to a fibre based infrastructure, core switch & edge switch replacements) & secure offshore connectivity in my current role.

Oct 1998 - Nov 2002

Telecommunications Analyst


Providing 1st line support many IT related problems, from Wintel issues to SAP administration. Provide support & basic maintenance for the onsite 1st line helpdesk.

            I was involved installing a new Avaya G3R switch for 1st line support desk & providing ongoing support of the system whilst liaising with Lucent support, providing custom CMS reporting through CMS & IVR call routing management.

Sep 1995 - Oct 1998

Telecoms Support

Telewest Communications

Initially activating newly installed Cable phone lines & Cable TV. Moved into switch administration creating new lines & fault resolution. Worked on the initial stages of number portability, where customers where able to transfer their existing home phone numbers from BT to a new Cable line.

Technical Skills

  • Avaya Communications Manager 4 through to Communications Manager 6 for AACC. (including ESS & LSP resources)
  • Avaya G300, G450 and g650 Media Gateway Configuration
  • Vector, VDN and Skill based routing protocols for large and small scale call centre
  • DHCP configuration for Avaya VoIP
  • Legacy telephony switches running on multiple port networks and several G650 cabinets, providing service to TDM based stations & Cajun switches
  • Firmware deployment offor Avaya IP handsets (46xx and 96xx models)
  • Avaya CMS R13 through to R16.1 running on Sun Ultrasparc Unix terminal
    • Linked to Spectrum Wallboards running Ultralink 2
    • Avaya Supervisor
    • CT Connect servers providing CTI screen pop ups
  • Designing and maintaining call routing patterns across various platforms such as Avaya ACD & CMS, and Cisco IVR base technology.
  • Both ISDN 30 & SIP based trunk support.
  • Avaya AES Services r4-2 providing interconnectivity between Avaya, Verint, various IVR platforms and CTI screen pop solutions
  • Avaya MAPD technology
  • Intuity Audix Voicemail


  • Verint Impact 360 version 11 Contact Centre Suite providing Call Recording and  Workforce Management in a PCI compliant environment
  • Verint Desktop Process Analytics, MIS reporting & Evaluations.
  • Verint systems from previous version upgrades of Verint from 6.7.3 to Ultra 8 and 9.3 platforms.
  • Nice Perform 3.5 and Nice Interactions Manager 4.1 voice recording platforms
  • Supporting cloud based recording platforms via IP telephony
  • Cisco Intelligent Contact Management platform 7.5.2 to provide IVR based options for our call centres.

Professional Training


Cisco CCNA Switching and Routing

ICND 1 completed

Undergoing ICND 2 to complete CCNA Switching and Routing 

Avaya Session Manager 


Implementation and Troubleshooting

Avaya Aura Communication Manager

System Administration

Maintenance and troubleshooting

Gateway and Server Implementation

Avaya CMS Administration 

Report Designer

Custom Reports

System Configuration and Administration

Verint Impact 360 Version 11.1

Desktop and Process Analytics

Interactions Application Administration

Archive Administration

Recorder Configuration

Enterprise User Configuration and Management

Verint Impact 360 Version 10 

Framework Configuration

Recording Configuration

Interaction Configuration

Report Design

Form Design


Sep 1992 - Jun 1997


Preston College


Sports Science

English Literature & Language

Sep 1986 - Jun 1992


Parklands High School 

English Literature & Language








Mr Ray Harris (Head of IT Technical Delivery)
Capita Customer Management
Hepworth House
Claypit Lane

Mr Adrian Greenwood (Technical Delivery Team Leader)
Capita Customer Management
Hepworth House
Claypit Lane