Quintin Bulnes

Senior business technology, contact centre, unified communications, and IT professional with 15+ years of experience supporting complex enterprise environments and translating operational requirements into practical, technology-enabled solutions. Proven ability to work across business units, technical teams, vendors, and leadership to gather requirements, analyze workflows, improve services, coordinate implementations, manage change, and resolve complex operational challenges. Experienced with NICE CXone/inContact, Avaya Aura, Cisco UC/Webex/WxCC, Microsoft Teams, Zoom, RingCentral, IVR, workforce management, call routing, automation, call recording, SIP, and enterprise voice services. Experienced with ServiceNow, Jira, SharePoint, Microsoft 365, Agile/Scrum delivery, process documentation, API integration, and generative AI-assisted technical solution development. Strong record of leading initiatives from requirements gathering and future-state design through documentation, process mapping, configuration, testing, implementation, training, production support, and continuous improvement. Achievements include a 50% reduction in call abandonment, approximately 40% improvement in agent call-handling experience, $420,000 in annual telecommunications savings, and support of enterprise communications environments serving more than 4,500 users.

• Ability to stay calm in difficult situations
• Account Administration
• Account Management
• adaptability
• Administrative Support
• Advanced Computer Knowledge
• Attention to detail
• Bilingual communication
• Business Application Support
• Capable of working independently
• Change Management
• ChatGPT
• Claude
• client advocacy
• Collaboration
• Communication
• Compliance
• Conflict Resolution
• Consistent
• Continuous Improvement
• Documentation
• Google Workspace
• Jira
• Linux
• Microsoft 365
• Microsoft Excel
• Microsoft Office
• Microsoft Outlook
• Microsoft Teams
• Microsoft Word
• Problem solving
• Process Mapping
• Project Coordination
• Requirements gathering
• SharePoint
• Time management
• Training
• Windows
• Workday
• Workflow Automation
• Zoom

1. Senior Associate - Telephony

   Oak Street Health

   Jun 2024 to Jun 2026

   • Provided business and technical support across enterprise contact centre, telephony, network, Help Desk, Windows, macOS, and Google Workspace environments for on-premises and remote teams. • Served as a liaison between internal business clients, technical teams, vendors, and operational stakeholders, translating business requirements into practical contact centre and telecommunications solutions. • Conducted requirements discussions and working sessions with Marketing, Clinical, Help Desk, operational teams, and other internal clients to identify business needs, assess current-state processes, and define future-state solutions. • Developed and maintained process maps, workflow documentation, service models, business requirements, technical documentation, and standard operating procedures to support contact centre services and technology initiatives. • Designed, implemented, supported, and continuously enhanced solutions across NICE CXone/inContact, Avaya Aura, Lumen, Zoom, and RingCentral, including IVR automation, phone menus, call-routing strategies, agent workflows, and contact centre call flows. • Optimized patient voice interactions and routing, contributing to a 50% reduction in call abandonment for Marketing and Clinical teams and approximately 40% improvement in agent call-handling experience. • Managed initiatives through the full delivery lifecycle, including requirements analysis, stakeholder coordination, future-state design, configuration, testing, implementation, production support, documentation, and continuous improvement. • Used generative AI tools including ChatGPT, Gemini, and Claude to support technical research, solution design, and development of complex scripts interfacing with APIs. • Maintained internal technical documentation and knowledge resources in SharePoint, including document organization and permissions management. • Mentored team members and led monthly technical training sessions for a team of 12 engineers.

2. IT Telecom Engineer

   Caris Life Sciences

   Mar 2022 to Oct 2023

   • Supported enterprise IT, contact centre, telephony, unified communications, servers, voicemail, IVR, call flows, endpoints, call recording, workforce technologies, and collaboration platforms. • Worked with internal clients and cross-functional technical teams to gather business and technical requirements, analyze workflows, document current-state processes, and develop future-state service and technology solutions. • Created and maintained process maps, workflow documentation, service models, business requirements documentation, implementation procedures, and technical support documentation. • Collaborated with network, database, infrastructure, application, security, business, and vendor teams to troubleshoot integrations, evaluate technology impacts, and resolve complex production issues. • Designed and modified automated IVR logic, call routing, phone menus, and agent call flows to support changing operational and business requirements. • Helped replace six PRI circuits and three Avaya G450 gateways with active-active SIP trunks, improving redundancy while reducing voice carrier costs by approximately 40%. • Conducted a structured evaluation of 12 cloud contact centre and unified communications vendors, assessing capabilities, pricing, training, support, integrations, and technical fit before narrowing the field to three strategic finalists. • Identified and eliminated redundant carrier services, generating approximately $420,000 in annual telecommunications savings. • Managed carrier and vendor relationships, technology evaluations, user testing, cloud migration planning, technical recommendations, and implementation coordination. • Participated in formal CAB processes and Jira-based Agile delivery, including stand-ups, sprint activities, backlog discussions, testing, implementation, and post-deployment support.

3. Owner / IT Consultant

   IT Consulting Services

   Jan 2010 to Present

   Independent Consulting - Concurrent • Provide small and mid-sized organizations with practical IT and communications consulting, including hosted VoIP, strategic technology planning, cybersecurity assessments, software evaluation, implementation support, and IT asset lifecycle management. • Conduct client requirements discussions to understand business challenges, workflows, technology needs, operational constraints, and desired future-state outcomes. • Translate business requirements into technical recommendations based on operational effectiveness, cost, scalability, usability, security, and long-term support considerations. • Develop process documentation, workflows, implementation procedures, technical recommendations, SOPs, and end-user guidance to support technology adoption and ongoing service delivery. • Design and implement hosted VoIP solutions, call routing, automated menus, communications workflows, and related business technology services. • Use generative AI tools including ChatGPT, Gemini, and Claude to research technical approaches and assist in designing complex scripts and API integration solutions. • Deliver bilingual technical guidance, documentation, and end-user training and support in English and Spanish.

4. Voice Engineer / Senior Voice Engineer

   Osaic | formerly Advisor Group / AIG Advisor Group

   Feb 2007 to Mar 2022

   • Supported enterprise communications and associated infrastructure for more than 4,500 VoIP users across the continental United States, spanning endpoints, servers, applications, carrier services, contact centre technologies, and distributed business operations. • Partnered with internal clients, business teams, Service Desk, network, infrastructure, vendors, and leadership to gather requirements and translate operational needs into scalable communications and contact centre solutions. • Developed process maps, workflows, service models, requirements documentation, implementation procedures, support documentation, and SOPs for enterprise voice, contact centre, network, and telecommunications services. • Served as the sole internal technical resource and primary voice engineer for the 2012 migration from Nortel CS100 to Avaya Aura, coordinating requirements, future-state design, implementation, testing, technical changes, stakeholder communication, and operational transition. • Administered enterprise telephony hardware and applications, server configurations, security settings, user provisioning, voicemail, IVR, call routing, call recording, workforce management, and supporting web applications. • Designed and enhanced IVR systems, automated phone menus, agent workflows, routing strategies, and business call flows to support changing organizational requirements. • Collaborated with Service Desk, network, application, and infrastructure teams to resolve complex Tier 3/4 incidents and integrations affecting voice services, applications, connectivity, and business operations. • Assessed business and technical requirements for dedicated internet circuit upgrades, increasing bandwidth from 100 Mbps to 1 Gbps while reducing associated costs by approximately 45%. • Designed and implemented remote-worker SIP capabilities and disaster recovery solutions to strengthen service continuity, availability, and organizational resilience. • Supported acquisitions, organizational changes, complex call-flow modifications, service migrations, system upgrades, production maintenance, routing changes, and restoration activities involving multiple business and technology teams.

1. University of Advancing Technology

   Associate of Arts, Multimedia Technologies

   Phoenix, Arizona

   1995 to 1998

   GPA: 3.6

• EnglishFluent
• SpanishFluent
• FrenchBasic