TECHNICAL SKILLS• Unified Cisco Contact Express (UCCX) • Basics of UCCE and Call Routing.• EGAIN and EWFM• Standalone CUIC and APPSPACE.• Cisco Call Manager.• Cisco Call-manager Express• CUCDM• Cisco Unity• Basics of Cisco Emergency Responder.• Basics of Jabber.Unified Cisco Contact Enterprise (UCCE): • Call Routing• Call Router• Logger/Rogger• VIM• AW/CAW• HDS• CIM• CVP/IPIVRWorked on EGAIN and EWFM Products.Worked on Standalone CUIC and Appspace(Wallboard). • DMP’s• Players• Flash Files• Network Notifications.• Network Groups

Cisco Products:1) Unified Cisco Contact Express(UCCX).2) Cisco Call Manager3) Cisco Call-manager Express4) Cisco Unity ExpressUnified Cisco Contact Express:UCCX (5.x, 7.x, 8.x, 9.x, 10.x and 10.5.x) – Install, Upgrade, Configuration, troubleshooting. • Scripting (basic) configuration and Troubleshooting.• UCCX Call Routing .configuration and Troubleshooting.• Concepts, features, configuration and troubleshooting Cisco Agent Desktop, Cisco Supervisor Desktop, Cisco Desktop Administrator• Managing, Configuring and troubleshooting IPPA.• Managing, Configuring and troubleshooting Monitoring and Recording via CSD.• Desktop Based Monitoring/Recording, Span Based Monitoring/Recording concepts.• Handling of CET tool.• Concepts of HAOWAN and Failover scenarios.• Historical Reporting Tool and CUIC concepts and troubleshooting.• UCCX Licensing and all concepts and troubleshooting in "Root"Call Manager and Call Manager Express:• Configuration of call signaling protocols on Voice Gateways H.323, MGCP, SCCP and SIP Trunk.• IP phone - Install, upgrade, configuration and troubleshooting.• Voice gateway – Install, Upgrade, Configuration and troubleshooting.• Analog and Digital signaling.• PRI configuration and troubleshooting.

Roles and Responsibilities :• Handled escalated issues and drive them to resolution as per SLA & Documentations.• Worked on high severity issues (Severity 1 & Severity 2).• Good exposure of Handling Critical Bridge Calls for technical issues.• Had responsibly to drive all client meetings successfully along with recommendation of best business practices for the environment and drove them to completion.• Working on user issues globally and walking the user through email/call to ensure resolution.