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T. Mark Collins, P. Eng.

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Curriculum Vitae



Markham, Ontario, Canada

Application Design Consultant

My responsibilities within the National Contact Centre Applications Team (NCCAT) were to provide expert consulting services to sales reps, technical staff, and to customers in respect of contact centre solutions employing complex technology. Primarily this was on large complex customer projects which required my extensive and broad experience.

The activities involved business requirements gathering, innovative solution design, Statement of Work (SoW) documentation, solution implementation, training, and support documentation. My responsibilities involved all parts of a project life-cycle. The technology was typically Nortel or Cisco for customer premise based solutions, or CallCentreAnywhere, a TELUS fully hosted offering.

Project activities included; business requirements gathering and refinement; creation of Statement of Work documents; complex contact centre design and implementation, including integration with 3rd party systems; participation as a key personnel on a small team for Cisco Unified Contact Centre Enterprise (UCCE) lab design and implementation; and creation of base Feature Document, plus a Statement of Work template for Cisco UCCE solutions.

General services involved; interfacing will sales specialists as a contact centre expert for both pre-sales and implementation stages; interfacing with engineering groups to provide contact centre elements for system quotes; interfacing with technicians for implementations; providing Tier 3 advanced technical support to the contact centre support team for complex troubleshooting; and to maintain knowledge proficiency on product updates.

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