• Solution deployment of new/upgrade UCCE, CVP, CUIC, CUSP, and F5 implementations.• Migration of UCCE, CVP and CUIC from physical to virtualized environment.• Conducted end to end testing of newly build environment before deployment• Tech Lead on various Infrastructure/Refresh Projects.• Created, maintained and presented implementation and testing plans to clients and internal steak holders.• Provided advisory support as the UCEE SME (Subject Matter Expert) on various Projects (i.e. CUCM upgrades, Unity upgrades, DRP Testing, VA – Vulnerability Assessment, etc…).• Transitioned new implementations and upgrades to Day 2 Support teams.• Provided training and knowledge transfers to Day 2 Support teams.• Escalation support for Day 2 team on technology• Worked on to develop new call flow and implement as per customer request (COR)• Developed tools to automate mundane and manual labor-intensive tasks. • Maintained good rapport with Clients, Vendors, Partners, Project Managers, Management and peers.• Trained and coached new team members to ensure their success within the team.

• IP contact center(UCCE Version 4.6 , 7.2 , 7.5, 8.0, 8.5, 9.x and 10.x and PUCCE version 9.x) support and operation• Worked on Cisco Dialer Support and Operation • Worked in support and operation of Cisco IPCCE call center for over 8000 agents• Worked on scripting and routing logic to configuration of skill based routing,.• Worked on reporting tool such as Webview and CUIC• Worked on CVP with SIP proxy• Worked in expansion project (UCD Agents) for City of Toronto added 2 new IPIVR and PG’s with existing environment. Build the development environment for City of Toronto.• Worked on upgrading the Canadian Tire UCCE environment to version 8.5.4• Troubleshoot Intelligent Contact Management (ICM) and IVR/IPIVR/CVP, CAD/ CTIOS, Finesse and CIM/EIM/WIM related issues.• Provide 3rd level support and communicate with clients and vendors as per need to diagnostic and follow-up on incidents, problems and alarms• Prepared and delivered knowledge transfer of technical documentation to Level II and Level I support group• Quality assurance for deliverables via appropriate testing, manage and execute MAC (Move, Add & Change) & COR (Change Order Request) requests as per client needs.• Knowledge of ITIL process and experienced in building support team and all support related documentation• Involved in multiple successful project such as, Contact Centre Application upgrade, Call Manager Upgrade, CVP Upgrade, DRP testing