Joseph DeLuca

  • Director | VP | Manager
  • Piscataway, New Jersey 08854
  • Sep 27, 2017
Full time Information Technology

Personal Summary

Multifaceted, results-driven, and highly analytical professional with extensive experience in IT architecture, design, and management, encompassing core voice infrastructure and telecommunications as well as operations and system engineering. Equipped with the ability to manage large-scale projects; develop and implement strategic process and solutions; as well as lead and motivate top-notch team. Armed with communication and interpersonal skills essential in coordinating, establishing, and maintaining positive working relationship with all levels of professionals.

Work Experience

Director of Voice Engineering
Automatic Data Processing (ADP)
  • Assume key engineering role in the execution of the company’s global dial plan (GDP) using e164 numbering format

  • Take charge of assessing and developing business case requirements for existing telephony services and enhancements; as well as organizing project schedules, determining milestones, and delegating resources across multiple work streams and business units

  • Perform SIP connectivity, engineering, and troubleshooting for the organization’s Avaya, Genesys and IVR platforms

  • Hold full accountability for the following functions:

    • Establishment of technical roadmaps for all core voice product suites and contact center integration points

    • Regular coordination with the Executive Committee

    • Creation of documentation on design, technical process, code testing, and lab validation and implementation ensuring consistency and efficiency from engineer to engineer

  • Direct leadership and technical management of the core voice design and build team comprised of 10 engineers, geographically spread across the domestic United States, Canada, India, and the Philippines, responsible for the following:

    • Architecture and design of the company’s core voice infrastructure for over 15,000 contact center agents and over 40,000 enterprise users globally

    • Management of architecture and design engineering, implementation, and tier 3 and 4 support functions for the carrier edge (SBCs Acme Packet/Oracle, High Density Trunk Gateways (HDTG)–Audiocodes G860, and M3K) Avaya system/session manager, communication manager, application enablement services (AES), modular/aura messaging, message networking, Avaya G Series Gateways (G450, 650, and 860), call management systems (CMS) V890, NICE Call Recording, Verasmart Call Detail Recording (CDR), Polycom video conferencing, Avaya Centralized SAL (Secure Access Link), and all user end points (soft phone and hard phone)

Career Highlights

  • Drove full efforts in streamlining processes; minimizing waste; and enhancing the quality, consistency, and success ratio of designs and implementations such as the development of tools and automation of tasks to simplify changes to the environment and reduce errors in migrations and integrations of new elements to the enterprise

  • Directed the consolidation of information and system data thus optimizing routine tasks and troubleshooting of issues

  • Played a vital role in the implementation and expansion of the following:

    • Weekly design peer review and discussion forum for broader audience of project stakeholders including project, program, and service managers while maintaining awareness on the application of the process on a functional level throughout the transition of various IT methodologies such as ITIL v3, Agile, Scrum, and Waterfall

    • Roadmaps for core and contact center integration points and telephony improvement which involved voice biometrics, interaction analytics, Web RTC, SIP end-points, Pindrop, Genesys, and omniChannel

  • Served as the architect and engineer for various corporate-wide initiatives, including the following:

    • Consolidation of 150 regional locations and contact centers into two primary datacenters

    • Voice centralization endeavor supporting the attainment of over $11M in annual savings through the migration of legacy voice infrastructure to a centralized voice environment

    • Retiring individual PBXs, carrier SIP conversions, decreasing of maintenance costs, licensing, and simplification and optimization of OPX

    • Provision of multiple layers of redundancy and high availability exclusive for a datacenter environment

  • Led the successful incorporation and deployment of the RedSky e911 solution for 911 dialing of remote telecommuter, centralized call-center agent, and enterprise users

Technologies Consultant II
Automatic Data Processing (ADP)
  • Effectively motivated and guided engineering staff to acquire and improve new skill sets by developing a technical certification and training program ensuring that the engineering teams were properly positioned to support the company’s continued technological progression in the enterprise voice and contact center space

  • Assumed full accountability for the design, configuration, and implementation of network hardware to support IP connectivity for the upgrade of legacy Avaya PBXs throughout the domestic United States and Canada which included IOS installs and upgrades, full configuration development, as well as testing and deployment of Cisco 2851, 3560, 3750, 45XX series routers, and switches

  • Functioned as senior architect and design engineer for a multi-year project to upgrade legacy voice and data infrastructure by visiting various sites throughout the United States to perform complete forklift upgrades of all voice and LAN environments while performing overall project management and oversight, systems design and architecture, creation of design documentation and network diagrams, cabling (cross-connects, 66, 110 blocks, T-1 X-over, CSU/ DSU, RJ-45, RJ-11, POTS, ISDN, PRI TTU, Point-2-Point circuits and router configuration) vendor and carrier coordination, Avaya SCC/ MCC conversions to G650 PNs, messaging, SES, MAP-D, MEDPRO, IPSI, C-LAN, S8500, S8800, Octel Aria 250 installation, and programming

Career Highlights

  • Spearheaded voice architecture and design for the enterprise’s first session boarder controller (SBS) deployment which involved vendor paper analysis, lab testing, peer review, governance presentation, POC, and production pilot establishing the baseline direction for the eventual entrance into the carrier SIP space

  • Conceptualized and implemented a process for individual field testing and certification of each carrier which enabled the organization to begin its multi-year effort of transitioning from an entirely ISDN/PRI environment to a predominantly SIP-based transport that effectuated significant annual savings on carrier spend and boosted level of resiliency with minimized complexity and operational overhead

Education

Coursework in Visual Communications
Art Institute of Philadelphia
Coursework in Criminal Justice and Psychology
Essex County College
Coursework in Liberal Arts and Information Technology
Bergen County College
Coursework in Liberal Arts
Morris County College