Tan Hung Yong James
Summary
An experienced hands on voice engineer with over 15 years’ experience in voice engineering and contact center technologies. Skilled in implementing networks that meet voice, video and data requirement for quality of service. Experienced in both on premise and cloud voice technologies and SIP troubleshooting. Recently acquired AWS cloud infrastructure engineering and DevOps knowledge
Overview
20
20
years of professional experience
1
1
Certification
Work History
Associate Consultant
TATA Consultancy Services
08.2023 - Current
- Outsourced to Trellix as Genesys Cloud CX architect providing day to day and project support for their 24/7 global contact center (> 800 seats) running on Genesys cloud CX platform
- Act as consultant on Genesys cloud CX improvement project combining the voice and chat flows for the various business units
- Integration of SalesForce data actions with Genesys Cloud to improve call routing and customer experience
- Familiar with Genesys BYOC cloud, on-premises, hybrid and Genesys cloud voice deployment
- Familiar with WebRTC and SIP device deployment and on prem Genesys edge device deployment
Senior Voice Engineer
Trellix (Singapore) Pte Ltd
01.2011 - 07.2023
- Mar 2012 to July 2023 (Permanent) Telecommunications Engineer
- Sept 2011 to Mar 2012 (contractor) Senior Voice Engineer
- A member of the global voice team, who is based in Singapore working independently and reporting into the US
- Responsible for providing L3 operational support to business stakeholders in ensuring maximum voice services up time especially to McAfee contact centers users worldwide
- Responsible for authoring KBs for L1 and L2 support
- Responsible for providing consultative design, implementation, project management, and operational services for Avaya systems throughout the global enterprise infrastructure and contact centers
- Responsible for maintaining up to date voice architecture and related documentations and keeping and preforming software updates on Avaya workloads/equipment
- Responsible for handling procurement of Avaya hardware and service contracts for hardware maintenance across the region
- Responsible for major incident and root cause analysis reporting and presenting root cause analysis and resolution to RCA panel
- Good hands on knowledge with Avaya’s range of unified communication product (CM, Session Managers, System managers, Avaya session border controller enterprise, CMS, voice gateways, SAL gateway, Avaya experience portal & media processing platform, WebLM, one x agent, soft and hardphones and VPN phones, Aura messaging)
- Monitoring voice infrastructure and voice quality performance globally through 3rd party monitoring tools like prognosis and providing proactive action before an actual voice incident
- Responsible for resolving all Avaya incidents locally on site or remotely, sometimes through the help of vendors in replacing hardware if required
- Experienced with Avaya experience portals and CTI integration with Siebel for CRM functionalities
- Hands on experience and knowledge with Session Border controllers and SIP exchange, RTP and Qos troubleshooting
- Good knowledge of LAN/WAN technologies and familiar with routing/switching
- Experience working with multiple service provider worldwide on toll free numbers, porting of numbers to SIP platform etc
- Experienced with Polycom/Logitech Video conferencing systems and integrated room set up
- Experienced with building applications on VMware and general administration in VMware Vcenter
- Team lead who led the transformation of on prem voice technologies to the cloud UCaaS and CCaaS over the last 1 year
- Familiar with Microsoft Teams Operator connect and direct routing with the use of on prem Ribbon SBCs
- Familiar with call queues and auto attendant routing etc
- Led the conversion of Avaya to Teams voice as a platform for enterprise voice communication
- Familiar with Genesys cloud CX for contact center
- Led the transformation of Trellix’s Avaya on prem contact center to Genesys cloud CX
- Working with relevant business leads for business requirements and for a total conversion of services to Genesys cloud integrating with Salesforce and OKTA for voice and chat functionalities
- Experienced with outbound dialing campaigns and schedules within Genesys cloud CX
- Familiar with Genesys Architect call flow design and implementation
- A spin off from McAfee enterprise business
- Key achievements:
- Converted legacy standalone PBX systems in APAC to be on the Enterprise Hub and Spoke topology
- Assisted real estate team in moving APAC offices and provided recommendations for voice solution based on budget and timeline
- Part of the team member involved in designing/implementing ‘follow the sun’ support model for the McAfee Global Gold support contact center
- Part of a few team members involved in deciding and implementing McAfee standards for voice solutions
- Involved in CM upgrades globally
- Verizon SIP trunk implementation around the world for cost savings
- Led the transformation of on prem voice technologies to cloud technologies leveraging on Teams voice call routing and Genesys cloud CX contact center
Voice Engineer (Engineering and Project Delivery)
Citibank N.A
01.2008 - 01.2011
- Company Overview: Service Contract with Optimum Solutions
- Responsible for deploying voice related projects for Asia Pacific offices/sites
- Responsible for end to end voice architecture design including scoping of project requirement
- Work with teams from other regions (North America, EMEA etc) for Global scale projects
- Responsible to follow up/align with Global team on voice product standards
- Communicate with business/stakeholders on business requirement for assigned projects
- Propose, draft technical documents detailing proposed technical design, scope of work, financial analysis, expected man-effort and high level timeline for implementation
- Updating of project financial tracking databases and raising of purchase requests to purchase equipment/vendor services
- Ensure and check that equipment are setup according to Citi Global standards and secure build
- Vendor management and coordinate with Citi PMs on meeting milestones and project cutover timelines
- Responsible for providing voice requirements and work with network, Wintel, Unix and Database teams to deliver final solution
- Support business/stakeholders in conducting UAT/PAT testing subsequently obtaining sign-off
- Prepare cutover task list and provide project cutover support
- Closing of project by providing handover documentation to operations and provide or coordinate with vendors to providing first level training to operations staff
- Focused in contact center projects and some office moves and consolidation
- Service Contract with Optimum Solutions
- Key achievements:
- Changi Campus project (Citibank standalone building) (Avaya IP telephony, Tandberg video conferencing systems, NICE voice logging & Cisco Voice gateways)
- Aspect dialer upgrade project
- Trade floor voice trading turret upgrade project
- Citiservice contact center regional IVR consolidation (Avaya Interaction center, Avaya Voice Portals, NICE TDM and VOIP loggers)
- Regional Citiphone contact center consolidation project (Cisco ICM, Avaya Interaction center, Avaya voice portal)
- NICE voice tagging project with NICE perform 3 - 1200 seats (business data tagging for easier dispute resolution)
- Regional enterprise PBX upgrade/refresh – 4400 seats across APAC
- Global Customer service center IVR project – Global project that integrates contact centers from (ASPAC, EMEA, LATAM and North America) to a single IVR platform providing follow the sun support using Global Cisco ICM to route calls between regions
Systems Engineer
Jebsen & Jessen Communications (S) Pte Ltd
01.2005 - 01.2008
- Voice and network engineer, specializing on implementing networks and Avaya IP Telephony for voice communications
- Provide technical advice and engineering support to customers
- Execute equipment installation and configuration activities
- Preparation of project test plan and carry out pre-commissioning and acceptance tests
- Maintain proper documentation on customer’s records or systems configuration
- Support sales activities including pre-sales activities
- Experienced in small to large scale IP PABX telephony setups integrating multi-sites (countries)
- Experienced in interconnecting PABX through IP Trunk (Avaya), E1 and Qsig tie trunk between Philips, NEC, and Nortel PBXs etc
- Involved in overseas IP telephony deployment projects
- Experienced in the various Avaya setups
- (Call Centers, LSP, ESS and Standalone)
- Experienced in the various Avaya adjuncts (IALX, AES, Voice Portal etc)
- Implement Qos policies on data networks for Voice traffic optimisation
- Experienced in Cisco, Huawei, Avaya and 3Com range of Routing and Switching products and Meru Networks’ Wireless Lan for VOIP over Wi-fi deployments
- Involved in project meetings, planning and scheduling to meet project milestones and deadlines
- Key customer projects involved:
- Citibank FCE project (Citiservice APAC Call Center consolidation)
- Apple Computer Super Avaya project (APAC Call Center deployment)
- Intercontinental Hotels groups (Multi-site VOIP on Avaya and integration to NEC)
- VMware Inc (LSP deployments for Singapore and Sydney)
- Abbott Laboratories (Multi – site standalone deployment)
- Monetary Authority of Singapore (MAS)
- Sembawang Engineers & Constructors (Data and Voice Deployment)
- Starhub (Multi- site ESS deployment)
Network Engineer
X-TRA Automation Pte Ltd
01.2005 - 12.2005
- Staging and Implementation of new project setups and partial involvement in Pre-sales activities
- Site surveys and actual on-site testing for Wireless LAN projects for tenders
- Project Engineer for StarHub’s Airport Gatehold area Wireless infrastructure enhancement
- (Terminal 1)
- Assisted in Project planning for new infrastructure setups
- Experienced in LAN & WAN setups
- Experienced in Server Load Balancing using Foundry’s ServerIron
- Experienced in Juniper Firewall / VPN appliance
- LAN Infrastructure support for Cisco IP Telephony deployments including handling Cisco IP phones
- Migration of networks for customers
- On-site User Acceptance test
- Providing customers with detailed Network Documentation
- Key customer projects involved:
- Ministry Of Manpower
- Singapore Land Authority
- Singapore Institute of Manufacturing Technology
- ST Microelectronics
- Beyonics Technology Limited
- Starhub Pte Ltd
- A-Star
- Singapore Police Force
- Ministry of Home Affairs
Education
Bachelor of Engineering - Computer Engineering
Nanyang Technological University
01.2004
Diploma in Electrical Engineering - Electrical Power Engineering
Singapore Polytechnic
01.1995
Skills
- Genesys Cloud CX
- Avaya Aura
- Microsoft Teams
- Verint call recording and WFO
- Session Border Controller
- Ribbon SBCs
- H323
- SIP
- WebRTC
- LAN troubleshooting
- WAN troubleshooting
- Azure Privilege Identity Management
- Project Management
- Change Management
- Major Incident Management
- Root Cause Analysis
- AWS
- Infrastructure as Code (IAC)
Certification
- Routing and Switching Field Engineer / System Engineer (RSFE/SE) 642-053
- Cisco Sales Expert (CSE) 646-202
- Cisco Certified Network Associate (CCNA) 640-801
- Avaya Certified Associate (ACA) – Implement : IP Telephony
- Avaya Certified Specialist (ACS) – Implement : IP Telephony
- Avaya Certified Specialist (ACS) – Implement : Avaya Voice Self Service
- NICE Perform Certified Administrator (NPCA)
- Juniper Netscreen Firewall / VPN appliance training
- Aruba Wireless Networking course
- Cisco Callmanager Troubleshooting (TUC)
- Acme Packet training on Session border controller
- NICE Perform Certified Administrator Training 3.5 (NPCA)
Professional Development
- Genesys Cloud CX: Implementation
- Genesys cloud CX: Contact center administration
- SCTP cloud infrastructure engineering, NTU, 06/24
- Project Management Professional (PMP) training course, NTUC learning hub
- IT-PM-403S-1 Manage Project Scope, NCIF- organized by NTUC
- IT-PM-406S-1 Manage Project Risk, NCIF – organized by NTUC
Timeline
Associate Consultant
TATA Consultancy Services
08.2023 - Current
Senior Voice Engineer
Trellix (Singapore) Pte Ltd
01.2011 - 07.2023
Voice Engineer (Engineering and Project Delivery)
Citibank N.A
01.2008 - 01.2011
Systems Engineer
Jebsen & Jessen Communications (S) Pte Ltd
01.2005 - 01.2008
Network Engineer
X-TRA Automation Pte Ltd
01.2005 - 12.2005
Diploma in Electrical Engineering - Electrical Power Engineering
Singapore Polytechnic
Bachelor of Engineering - Computer Engineering
Nanyang Technological University
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