Responsible for technical support: Deliver quality management and support services/resolutions for users’ issues & maintain uptime as per SLADirect involvement of the changes implementation and report to the stakeholders at important milestonesImplement tools, changes to simplify, automate, and centralize the system operation.Work with related parties to enhance the delivery flow and quality while minimizing the required resources.Direct implementation of relevant items in the roadmap and ensure the appropriate timelines and checkpoints are adhered to.Deploy and manage Change requests to minimize impacts to system operationResponsible for application operation and technical support, including day-to-day application deployment via maintenance, issue and incident managementRegular system checksPerformance maintenance tasks for IT systems

Design, Implement and Support for Genesys based Contact Center SolutionsDeployment, integration and up-gradation for Genesys/Avaya based Contact Center Solutions.Level 2 support for Genesys based Contact Center

• Planning, Implementation and Optimization of contact center technology infrastructure• Implementation of all projects/changes in line with established IT project management methodologies and resources• Setting-up project plans with timelines, building blocks and responsibilities - together with Commercial management team.• Write and evaluate RFQ, BOQ, SOW and FS documents for new projects. • Designing new contact centers as per the customized needs of the customer• Identify optimization opportunities in PBX, IVR, Routing and Reporting. • Performance Analysis and Optimization of the contact center infrastructure.• Provide consultancy/guidance for troubleshooting of backend issues of contact center technology platform i.e. Genesys framework, Genesys Routing, GVP and Avaya. • Design, out of the box solution for internal customers• Work on new technologies with minimum guidance and deliver solutions mapped with Telenor’s strategic directions.• Make sure changes and applications are well documented, quality controlled and delivered as per standards• Manage close interaction with stake holders and identify business requirements proactively.• Optimize planning and implementation technology processes with the help of critical/analytical approach, use tools like Six Sigma to identify process improvement opportunities• Be a key player in the process of continuous improvement of contact center technologies.• Identify opportunities for improvement and proposed appropriate solutions where required.• Meet business expectations under pressure situations and squeeze solution delivery timelines • Design and establish global connectivity models for customer service division’s VOIP and Data services centralization/industrialization.• Help in maintaining the locked KPIs closed as agreed in SLA with business/operations• Effectively resolve conflicts amongst internal customers

Implementation and administration of Avaya ACM 5.0.2, Media Servers S8800, ESS, G650 Gateways, SES, AES, CLANs, MedPros, and other cards.Support and maintenance of Integration of Avaya with Genesys CTI and Genesys Voice PortalsDesigning, Implementation and support of VDN, Adjuncts, Vectors, Hunt Groups, coverage path and Trunk group.Voice Over IP Network troubleshooting.Responsible for the administration/Operation of around 800 Avaya phones/seats.Administration of PRIs/DS1 and SIP trunks between Avaya and Genesys Voice portalsSIP signaling troubleshootingWorking as system consultants for business units & translating business needs into functionalrequirements.Responsible for overall Avaya, Genesys Release Management.Avaya CMS Operations and report creation.Optimization of existing solution Avaya/Genesys/Agent Desktop/GVP.Support for PBXs, adjuncts, call center architecture, general telecom and traffic routingconcerns.Hands-on experience in Genesys Framework, routing, reporting and in overall troubleshooting.TL9000 Process definition and ensuring compliance

1st level IT Support (Hardware/Software) to contact center of above 200 Employees.Followup the incidents/problems locked on Service Manager & close them after resolution accordingly by following SOPs to meet KPIs.Providing 1st level support of call center application to Customer Care Division.Creating and managing Avaya and Genesys accounts.Provided the AVAYA IP Phone & 1st Level Network SupportResponsible for troubleshooting 2nd level support of Avaya, Genesys Routing, Genesys Reporting, Genesys FrameworkMain components include:Avaya (CM 5.0.2 S8800 with AES and SES for IVRs)Genesys 7.6 (Skill based Routing with customized Agent Desktop)GVP 7.6 (Platform)1-Implementation of CRs (Change Requests) and Project related to Genesys Infrastructure (CTI, IVR), Avaya & Contact Center Reporting flatform.2-Evaluating business requests and translating them into technical requirements3-Performance Analysis and Optimization of the contact center infrastructure4-Troubleshooting of back end issues of Genesys framework, Genesys Routing, GVP and Avaya.5-Management of day-to-day operational aspects of assigned projects/CRs (Change Requests)6-Proper documentation and follow ups with vendors for deliverable of ongoing projects and CRs (Change Requests)

Day-to-day administration tasks on the Windows Server and Email Server, adding, changing and deleting users, resetting passwords, maintaining user groups and privileges, sharing printers, maintaining print queues, starting and stopping servers and servers processes.Implementing Group Policies in Windows 2003 Domain for different departments to limit the access rights according to the company policiesProviding Help Desk & Desktop support for all kind of Windows XP & Windows 7 problemsResponsible for the VPN connectivity over Internet for remotely located reporters.Installation, configuration, monitoring & troubleshooting of Cisco RoutersResponsible for maintaining & troubleshooting Internet connectivity via two WAN links.Recommended and implemented server configuration changes to improve performance..Analyzing and monitoring network traffic to configure and implement network security using network security devices and systems.Creation and execution of system test plans.Updating exiting software and implementing new software.Upgrading and replacing network components as per requirement.Tuning to network to achieve maximum performance.Analyze reported bugs for continuous process improvement and protecting the network against viruses.Supervise all IT related issues with assigned team in a project time line.Assisted in the planning and implementation of additions, deletions and major modifications to the supporting infrastructure. Helps decide, in conjunction with corporate leadership, which software and hardware products and other equipment are most suitable. Manages software licenses on a company-wide basis. Maintain, tune and patch systems for optimum performance and security. Ensure changes are planned and implemented in a sound low risk manner, without creating system outages.