• Engaging in proactive customer interaction to elicit and understand detailed requirements for optimal solutions. • Spearheading the strategic design of contact center solutions, ensuring alignment with client needs and industry best practices.• Coordinating seamlessly with the information security team to obtain necessary approvals and uphold data integrity standards.• Collaborating effectively with vendors and the implementation team throughout the entire process, from solution conceptualization to User Acceptance Testing (UAT) and successful Go-live.• Actively exploring emerging technologies with vendors to stay at the forefront of advancements and enhance overall solution capabilities

• Overseeing and managing infrastructure upgrades, ensuring seamless transitions and optimal performance enhancements.• Functioned as the Technical Lead and sole point of contact for all escalations related to the Avaya unified communication environment.• Managed Avaya Unified Communication system and Cisco Hosted Collaboration Solution with diverse delivery models, incorporating cloud technology.• Oversaw and directed the comprehensive support and service initiatives for the designated customer portfolio, ensuring strict adherence to predefined Service Level Agreements (SLAs).• Took accountability for incident management, impact analysis, client communication, and conducted thorough root cause analysis to ensure effective problem resolution.• Identified areas of concern and proactively rectified technical issues through persistent follow-ups with operations leads.

• Specialized in Incident Management, Problem Management, and Change Management, ensuring seamless operations and swift issue resolution.• Provided comprehensive support to over 200 clients of Avaya, spanning regions such as EMEA, APAC, and NA, demonstrating a global reach.• Undertook the administration, maintenance, and core-level troubleshooting of Avaya Aura Unified Communication devices to guarantee optimal functionality.• Played a pivotal role in supporting L2 Engineers and collaborating with the internal team to successfully execute tasks.

Functioned as the designated Escalation Point of Contact for Tier 3 Level of support to Genpact Pvt Ltd customers worldwide, overseeing support for Avaya, Nice, and Verint products and technology, covering both "TDM" and "VOIP." Collaborated closely with Management Teams as an advisor, providing insights into areas for improvement and establishing improvement targets. Managed Customer Solutions, led voice infrastructure security hardening through audits, offered recommendations through presentations, and implemented approved strategies. Tracked, monitored, and reported on all Service Delivery and Quality improvement plans. Spearheaded the restructuring of customer voice networks, proposing improved infrastructure plans aligned with customer needs. Additionally, supported the planning and implementation of international voice systems. Demonstrated proficiency in Avaya, Nice, and Verint Products, actively participating in the implementation and solution support of new projects.Handled escalated calls, ensured resolution within SLA, and provided proper Root Cause Analysis (RCA) for violated calls. Prepared new operational, troubleshooting, and installation documents for the knowledge base, facilitating the resolution of minor or major problems; documents were shared among Internal Operation teams with user-friendly formats, including screenshots and step-by-step measures. Planned and conducted process audits on projects to ensure adherence to quality standards. Engaged in Vendor performance management and periodic evaluations. Participated in the preparation of Risk acceptance documents, User ID validation, and server activation/deactivation processes.

Functioned as the designated Escalation Point of Contact for Tier 3 Level of support to Genpact Pvt Ltd customers worldwide, overseeing support for Avaya, Nice, and Verint products and technology, covering both "TDM" and "VOIP." Collaborated closely with Management Teams as an advisor, providing insights into areas for improvement and establishing improvement targets. Managed Customer Solutions, led voice infrastructure security hardening through audits, offered recommendations through presentations, and implemented approved strategies. Tracked, monitored, and reported on all Service Delivery and Quality improvement plans. Spearheaded the restructuring of customer voice networks, proposing improved infrastructure plans aligned with customer needs. Additionally, supported the planning and implementation of international voice systems. Took charge of integrating Avaya Communication Manager with AES, Nice, Verint, CDR, voice mail, IVR, and other CRM applications, ensuring seamless connectivity. Demonstrated proficiency in Avaya, Nice, and Verint Products, actively participating in the implementation and solution support of new projects.