Prisca White

At Everise, I led the successful migration of a legacy on-premises Acqueon LCM outbound engagement platform to Acqueon Cloud, enabling the organization to leverage modern cloud-based capabilities, enhanced outbound campaign management features, and improved operational scalability. The project required close coordination across contact center, infrastructure, and application teams to ensure a seamless transition while minimizing disruption to business-critical customer engagement workflows.

As part of the migration, I was responsible for integrating Acqueon Cloud with Cisco UCCE to support outbound dialing operations and customer engagement processes. I developed and modified Java-based IVR applications to maintain compatibility with cloud communication services and evolving business requirements. I also engineered integrations between IVR systems, CRM platforms, and payment processing applications to streamline customer interactions and automate backend workflows.

Throughout the project, I collaborated with cross-functional teams to troubleshoot complex integration issues, support platform upgrades, perform root cause analysis, and validate production deployments. A key learning outcome from this initiative was gaining hands-on experience integrating with Cisco's outbound REST APIs and developing a deeper understanding of outbound contact center architectures, cloud migration strategies, enterprise API integrations, and large-scale contact center modernization efforts.

During my time at NCR, I served as the Lead Engineer on multiple merger and acquisition initiatives focused on integrating newly acquired organizations into a unified Cisco UCCE contact center environment. The primary objective of these projects was to rapidly onboard new business units by designing and deploying new contact center infrastructures that supported operational continuity, standardized customer experiences, and scalable growth across the enterprise.

I was responsible for planning and executing end-to-end contact center deployments, including the creation of routing scripts, agent configurations, call flows, number porting activities, and production cutovers. These implementations also included integrations with Cisco ECE for chat and email engagement, ServiceNow for case management and workflow automation, voice and screen recording platforms, and other critical contact center technologies. Throughout each project, I collaborated closely with business stakeholders, telecommunications providers, infrastructure teams, and application support groups to ensure successful delivery and seamless transitions for acquired organizations.

These projects strengthened my expertise in enterprise contact center architecture, system migrations, cross-functional project leadership, and large-scale deployment planning. They also provided valuable experience with multi-channel customer engagement technologies, third-party platform integrations, change management, production cutover execution, and troubleshooting complex dependencies across interconnected systems. The experience reinforced the importance of balancing technical execution with business objectives during high-visibility transformation initiatives.

At Yellow Pages, I served as a key contributor on an enterprise-wide Cisco Jabber deployment initiative designed to modernize user communications by transitioning employees from traditional desk phone-centric workflows to a unified communications platform that supported voice, presence, messaging, and mobility. The project aimed to standardize user experiences, improve operational efficiency, and streamline the provisioning and management of communication services across the organization.

I was responsible for designing Cisco Jabber templates and user profile configurations that established a consistent deployment model for thousands of users. To improve scalability and reduce administrative overhead, I helped automate deployment processes for more than 2,000 users and devices, significantly reducing manual provisioning efforts while improving configuration accuracy and deployment consistency. In addition, I developed Jira Service Management workflows, support processes, and technical documentation to facilitate issue tracking, operational support, and service request management throughout the rollout and ongoing support lifecycle.

Throughout the project, I collaborated closely with engineering, infrastructure, and operations teams to support voice platform upgrades, system integrations, and communications infrastructure enhancements. This experience strengthened my skills in unified communications architecture, process automation, large-scale user provisioning, technical documentation, service management, and cross-functional project coordination. It also provided valuable exposure to workflow design, operational efficiency improvements, and the importance of automation in managing enterprise-scale technology deployments.

At Yellow Pages, I played a key role in a large-scale contact center modernization initiative that migrated business operations from Cisco UCCX to Cisco UCCE to support increased scalability, advanced routing capabilities, and enterprise-level workforce management requirements. The project required rebuilding and validating critical contact center components while ensuring a seamless transition for agents, supervisors, and customers.

I was responsible for recreating call routing logic using Cisco ICM and CVP, configuring Precision Queues, Skills, Skill Groups, Teams, Desktop Settings, and custom Finesse desktop layouts. I also configured agent and supervisor phones and profiles, validated Finesse desktop functionality, and deployed mobile agent capabilities for select business units. To improve operational visibility and real-time performance monitoring, I implemented customized 2Ring dashboard and wallboard gadgets within Cisco Finesse for multiple contact centers.

This project expanded my expertise in enterprise contact center architecture, Cisco UCCE administration, call routing design, and contact center reporting solutions. It also motivated me to learn HTML, CSS, and JavaScript to better support and customize Finesse gadgets and dashboards, providing my first hands-on experience with front-end development technologies and laying the foundation for future web development skills. collapse

As a kickstart to my career in contact center engineering, I participated in a nationwide telecommunications transformation project at Yellow Pages that migrated more than 100 offices to a modern Cisco IP telephony platform. The initiative addressed the challenges of maintaining disparate legacy phone systems by standardizing communications infrastructure, improving manageability, and enabling advanced unified communications capabilities across the organization.

My responsibilities included coordinating with telecommunications carriers to order and port phone numbers, configuring call routing within Cisco Unified Communications Manager (CUCM), creating directory numbers and translation patterns, provisioning users and devices, and configuring voicemail services. I also supported contact center operations by configuring Cisco UCCX agent and supervisor profiles, implementing call recording solutions, and deploying Fax over IP services for each location. Throughout the migration, I provided escalated support for voice, carrier, fax, recording, and contact center-related issues to ensure business continuity during cutover activities.

The project strengthened my skills in Cisco unified communications, carrier management, telecommunications migrations, VoIP technologies, call routing, contact center administration, and enterprise-scale deployment planning. It also provided valuable experience in troubleshooting complex multi-vendor environments, coordinating large-scale implementations, and supporting critical communication systems during high-impact transitions. collapse