Aditya Jhingan Email & Phone Number

Burnaby, British Columbia, Canada

- Led the seamless migration of a Contact Center infrastructure from UCCX to PCCE for a fortune company, optimizing operational efficiency and enhancing customer service.- Engineered an automated IVR system utilizing REST APIs, allowing for dynamic greeting updates based on user selections within the IVR.- Spearheaded the design and deployment of an IVR system enabling employee database cross-referencing and personalized email and voicemail generation, enhancing communication efficiency.- Developed and integrated Menu Traversal String into call flows for comprehensive call tracking, customer analysis, and improved call routing strategies, resulting in enhanced call handling times and customer engagement.- Successfully managed, upgraded and maintained certificates for various technologies including CUCM, Voice Gateways(CUBE), UCCX, PCCE Expressways, and Unity.- Proficiently handled Calabrio One for upgrading, managing, and troubleshooting purposes, ensuring optimal system performance.- Optimized Voice gateway configurations to utilize e164 calling standards, enhancing call routing efficiency.- Enhanced Cisco's Courtesy Callback CVP script to manage multiple queues with a single CCB application, improving call management capabilities.- Implemented REST APIs in CVP JavaScript for streamlined utilization of Business Hours functionality.- Deployed a BOT to send POST API using CVP, for automated text message responses to customers, improving service responsiveness.

Gurgaon, Haryana, India

- Successfully managed and resolved issues within a nationwide voice network spanning 140+ sites for a prominent bank, inclusive of overseeing two major Contact Centers accommodating over 300 users each.- Spearheaded the enhancement of over 50 IVR scripts for the bank, focusing on optimizing customer experience through features like Dial by Extension, Data Collection, and Callback functionalities.- Orchestrated the seamless migration of 50+ sites within a single year, including a site with a user base exceeding 1700 individuals, demonstrating adept project management skills.- Implemented upgrades across key platforms including CUCM, Contact Center, and Unity, ensuring the network infrastructure remained current with the latest technologies.- Facilitated the integration of Salesforce products into the Cisco Contact Center ecosystem and coordinated the integration of Recording Tools with CUCM for streamlined call recording and monitoring.- Conducted comprehensive system and business requirement analyses for all IVR applications, ensuring alignment with organizational objectives and user needs.- Maintained meticulous technical documentation encompassing programming specifications, functional designs, and technical documentation, ensuring clear communication and reference for future endeavors.

Gurgaon, India

- Provided expert troubleshooting and support for Enterprise Voice networks, encompassing CUCM, IVR, and UCCX scripting, as a Contact Center Specialist Engineer within Cisco's Technical Assistance Center (TAC), catering to Fortune 500 companies. - Responded to service requests from enterprise-level customers, swiftly addressing network downtime situations and restoring full functionality, while ensuring minimal disruption to operations. Assisted in the seamless integration of new Cisco products into existing environments. - Collaborated closely with Development Engineers to devise innovative solutions by adapting code and adjusting base-level configurations, enhancing problem resolution capabilities and mitigating potential issues. - Leveraged Cisco Lab resources effectively by simulating customer issues in a controlled environment, facilitating in-depth root cause analysis and delivering timely and efficient solutions tailored to enterprise deployments. - Conducted comprehensive testing of Cisco equipment using a range of diagnostic tools, ensuring optimal performance and reliability in diverse network environments.

Bachelor Of Technology - Btech, Java,Ccna,Dbms,Android

Education record