Punit Jain Email & Phone Number

Bengaluru, Karnataka, India

*Implementation, configuration, and go-live support for the Verint v15.2 WFO suite (including QM, WFM, DPA, PM, and Speech Analytics) across Cloud and On-Premise environments.*Implementation support engineer for the v15.2 WFO suite, catering to both Back Office and Contact Center operations.*Managing data center and site migrations from Verint v11.1/v15.1 to v15.2, including executing data center replacement activities.*Conducting comprehensive systems testing to ensure optimal performance and reliability.*Documenting issue resolutions and captured lessons learned to enhance future project outcomes.*Delivering basic application training and provided ongoing support to clients’ engineers on Verint applications as needed.

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Pune

*Subject Matter Expertise: Provided advanced Day 2 support for Cisco UCCE application, NICE Interaction Management, and Engage solutions, ensuring optimal system performance and reliability.*MACD Management: Oversaw Moves, Adds, Changes, and Deletes (MACD) requests for UCCE and NICE applications to maintain seamless operations.*System Integration: Successfully integrated new business units into the system, extending support and enabling NICE call recording functionalities for enhanced operational efficiency.*Customer Relationship Management: Effectively managed client relationships and expectations, delivering prompt communication, troubleshooting, and resolution of technical issues

Pune Area, India

Pune Area, India

*Executed the installation and seamless integration of NICE software solutions at customer sites.*Delivered technical expertise across the entire NICE product suite, ensuring adherence to implementation methodologies.*Conducted comprehensive system testing to validate performance and reliability standards.*Authored detailed documentation on issue resolution and lessons learned for continuous improvement.*Enhanced the NICE Knowledge Base by documenting and uploading symptoms and their corresponding resolutions.*Performed routine maintenance of NICE systems across multiple customer locations.*Identified and reported issues during implementation, collaborating with support teams and escalating to higher tiers or management when necessary.*Provided guidance to client administrators on configuration, administration, and user management within the NICE system.*Conducted basic application training and supported client engineers in effectively utilizing NICE applications.

Pune Area, India

*Managed and supported Contact Center Applications, including Verint, IVR, ICM, ASPECT, and Softphone systems.*Troubleshoot Verint call recording issues and resolved challenges related to Impact 360 effectively.*Ensured optimal performance of Contact Center Servers through proactive maintenance.*Administered and monitored a network of 220+ servers, ensuring high availability and functionality.*Conducted daily monitoring of HUB System Servers to maintain seamless operations.*Proactively handled ASPECT and ICM servers to prevent any impact on production systems.*Implemented server upgrades, including applying the latest patches and hotfixes.*Collaborated with vendors to address and resolve application-related issues efficiently.*Performed daily administration and monitoring of Windows servers, focusing on functionality, disk usage, and critical alerts.*Developed and maintained a comprehensive Knowledge Base to enable quick resolution of recurring issues.

Bachelor'S Degree, Information Technology

Information Technology student

Higher Secondary, Pcm

PCM Student