Working on Contact Center resiliency project

• Requirement gathering and analysis for next generation contact center platform. (Migration from Avaya Contact center to Five9 VCC• Collaborate with project management and architects to design, develop and deliver friction-less Omni-Channel contact center experiences.• Provide Subject matter expertise on design and architecture decisions, Telco Design and implementation.• Perform design, develop and build activities for the next generation Contact Center Environment.• Perform Contact center integration with CRM via Open CTI and cloud based Application programming interfaces (APIs).• Design and implement voice and data connectivity to all the sites globally.• Complete Design workbook with details of each site, users, security profiles, campaigns, call flows and integrations.• Attend training on the next gen Five9 contact center platform to be part of train the trainer program.• Perform Test and troubleshooting on the next gen Five9 contact center platform.• Post implementation support and hyper-care for next gen Five9 contact center platform.• Analyze and Support existing Avaya and Nice components including Avaya Communication Manager, Voice Mail, Call Management Server, IVR, AMC Contact Canvas, Avaya OneX Agent, Nice Engage Call & Screen recording Servers till end of migration.• Oversee and address customer issues/tickets; monitor system SLAs; address system issues by performing root cause analysis and eliminating repeat problems. Execute stakeholder communication plan to report incidents and resolution status.

As Technical Consultant of Great Lakes Consulting Group LLC, from Date to Date was responsible for - Solution design and migration of clients diversified telecom environment (Consists of Avaya, Nortel and Cisco) to unified telecommunications platform based on Cloud based Microsoft Skype for Business solution.- Providing multiple solution designs as per core requirements from client.- QA and testing of Audio Codes Gateways, SBCs, Ploycom End points for Cloud Telephony.- Training users on Microsoft SfB and Polycom End Points.- Supervising, operating, programming, and maintaining of Client Enterprise telephony, which consists of several Legacy PBXs (Avaya Red, Nortel BCM, Cisco UUCE, CME) at 60 sites globally. - Handling systems upgrades, migrations, and other IT functionalities and modules.- IVR design and development for customer contact center using Nice InContact CXOne.- Toll Free Number procurement, management, Telcom Circuit orders and deliveries.- Supporting Polycom Real presence resource manager to support variety of Polycom phones.- Supporting Cisco Meraki based SD-WAN and enterprise wireless networks.- Supporting MVIX XhibitSignage, which is a cloud-based content-rich digital signage software. Used for client’s digital sign needs.Gained experience in Cloud based Contact Centers like Nice Incontact CxOne, Microsoft Skype for Business, Microsoft SQL, Cisco Meraki SD-Wan and Enterprise Wireless solutions (Certified Meraki Network Operator).

As Associate Manager of Tech Mahindra Limited, from Date to Date was responsible for - Solution design and migration of clients diversified telecom environment (Consists of Avaya, Nortel and Cisco) to unified telecommunications platform based on Cloud based Microsoft Skype for Business solution.- Providing multiple solution designs as per core requirements from client.- QA and testing of Audio Codes Gateways, SBCs, Ploycom End points for Cloud Telephony.- Training users on Microsoft SfB and Polycom End Points.- Supervising, operating, programming, and maintaining of Client Enterprise telephony, which consists of several Legacy PBXs (Avaya Red, Nortel BCM, Cisco UUCE, CME) at 60 sites globally. - Handling systems upgrades, migrations, and other IT functionalities and modules.- IVR design and development for customer contact center using Nice InContact CXOne.- Toll Free Number procurement, management, Telcom Circuit orders and deliveries.- Supporting Polycom Real presence resource manager to support variety of Polycom phones.- Supporting MVIX XhibitSignage, which is a cloud-based content-rich digital signage software. Used for client’s digital sign needs.Gained experience in Cloud based Contact Centers like Nice Incontact CxOne, Microsoft Skype for Business, Telecom switches & Gateways, Audio Codes Session border controllers, worked on Microsoft SQL Database, Microsoft Azure.

As Technical Support Engineer of Avaya India Pvt. Ltd, from Date to Date was responsible for- Emergency Response and Tier3 backbone support for Global Customers of Avaya using Communication Manager server, Avaya Media Gateways, Avaya System Manager, Avaya Session Manager, Avaya CMS, Avaya AES platforms.- Handling several incidents and service requests on Communication manager systems.- Working in conjunction with customers’ technical operations team,- Managing Critical Customers and Critical Issues and restoring outages.- Responsible to restore customers’ systems to pre-outage performance levels in shortest time possible. - Lab implementations of Avaya Communication Manager systems and other Adjuncts to replicate reported issues.- Supporting software bug fixes by reviewing Development code based on logs to understand software bugs reported by customers and report to Tier 4 Support.Gained experience on Avaya Communication Manager, Avaya CMS, Voice mail servers, Avaya Aura Messaging and Modular Messaging, IP Telephony, H.323, SIP, Avaya AES, Computer Telephony Integration, C++.

As Senior Engineer of Satyam BPO Ltd, from Date to Date was responsible for - Supervising, operating, programming, and maintaining of Avaya based Voice switches, Avaya CMS, Nice & Verint call/Voice loggers, Symon Wall Boards, WFM Tools IEX Total View and Aspect eWFM. - IVR design and development for customer contact center using Avaya Dialogue designer, Java, VXML.- Handling systems upgrades, migrations, and other IT functionalities and modules.- Helping IT Transition teams in Customer facing calls for understanding RFPs and gathering customer voice requirements & assisting with RFP responses as required.- Advising users on Avaya Product offerings and with good understanding of Supported features and licensing options.- Toll Free Number procurement, management, Telcom Circuit orders and deliveries.- Working with T1/E1 Carrier Service providers, Vendors. - Knowledge management, Documentation for auditing, Key role in preparing SOPs for voice products. Gained experience in Enterprise Telephony and Contact centers based on Avaya Communication Manager, reporting tools like Avaya CMS, Voice mail servers, Avaya Aura Messaging and Modular Messaging, IP Telephony, H.323, SIP, Computer Telephony Integration, IVR design using Java & VXML, Microsoft SQL Database, C++.

As Software Engineer of Keane India Limited, from Date to Date was responsible for - Administer and maintain remote Avaya Communication Manager servers.- Administer and maintain Avaya Media gateways and associated circuit boards.- Administer and maintain Avaya adjuncts such as Avaya CMS, Intuity Audix Voice mail server.- Perform Moves, Adds and Changes as assigned for Avaya and Nortel PBX servers.- Monitor PRI communication circuits associated with the remote site PBX trunk groups.- Troubleshoot and repair phone service issue for End Users.- Handling systems upgrades, migrations, and other IT functionalities and modules.- IVR design and development for customer contact center using Avaya Vectoring.Gained experience in Avaya and Nortel PBXs, mainly on Avaya Communication Manager servers, Avaya Media Gateways such as G350, G450, Avaya Intuity Audix Voice mail servers, Avaya CMS.

As Telecom Engineer of IT Source India Tech PVT. LTD., from Date to Date was responsible for, -Working at Client Location Avaya Global Connect Ltd, who inturn placed me to work onsite for Nipuna Services Ltd (A Satyam Company)- Supervising, operating, programming, and maintaining Avaya Communication Manager Platform on Avaya S8700 Servers ensuring minimum outages and down time. - Day-to-day implementation, administration and maintenance of the various telecom equipment and the voice network to ensure the smooth functioning of call centers.- Programming ISDN trunking within PBX in support of STU and STE secure capable telephone equipment. - Providing 2nd level support for the overall voice network which includes voice switch, voice logger, Screen logger and Computer Telephony Integration. - IVR programming using Avaya Call Vectoring Expert Agent Selection.Handled Avaya Software upgrades, Firmware upgrades of Avaya Gateways, Cards and end points.Gained experience in Enterprise Telephony, Call Center Telephony, IP Telephony, VOIP, SIP, Avaya Aura Communication Manager, Avaya CMS reporting, Avaya AES, Computer telephony integration.

As Service Engineer of Balaji Communications, from Date to Date was responsible for, -Working at Client Location Avaya Global Connect Ltd, who in-turn placed me to work onsite for Nipuna Services Ltd (A Satyam Company)- Supervising, operating, programming, and maintaining Avaya Communication Manager Platform on Avaya S8700 Servers ensuring minimum outages and down time. - Day-to-day implementation, administration and maintenance of the various telecom equipment and the voice network to ensure the smooth functioning of call centers.- Programming ISDN trunking within PBX in support of STU and STE secure capable telephone equipment. - Providing 2nd level support for the overall voice network which includes voice switch, voice logger, Screen logger and Computer Telephony Integration. - IVR programming using Avaya Call Vectoring Expert Agent Selection.- Handled Avaya Software upgrades, Firmware upgrades of Avaya Gateways, Cards and end points.Gained experience in Enterprise Telephony, Call Center Telephony, IP Telephony, VOIP, SIP, Avaya Aura Communication Manager, Avaya CMS reporting, Avaya AES, Computer telephony integration.