Supported Genesys Cloud CX, Architect Flows, APIs, Data Actions, BOTs, Outbound campaigns, call recording, speech and text analytics, User setup and supervisor training on for call monitoring and analytics. Experience in multichannel Genesys applications (Voice, SMS, Chat, and Email) Mobile Office. Diagnosed and resolved voice-related issues, call routing problems, connectivity issues, and telephony system outages. Collaborated with cross functional teams to perform root cause analysis and implement corrective actions.Collaborated with the business partners to develop design specifications, business needs and other factors that impacted operational requirements and end user experience.Worked with Legal and compliance teams for Global Solution for Contact Center and Voice Solutions.Esker Fax on demand managed vendor relationship setup admin and end user accounts. Ported or procured numbers to assign for Fax to Email setup.

Microsoft Teams Voice Support: Provided comprehensive support for Microsoft Teams Voice Calling Plans, including Auto Attendants, Call Queues, and user setup and training.Technical Troubleshooting: Proficiently diagnosed and resolved incoming and outgoing PSTN, SBC, and SIP calling issues to ensure uninterrupted communication services. Legacy System Migration: Collaborated with project teams to successfully migrate legacy systems to Microsoft Teams, ensuring seamless transition and minimal disruption to operations.Configuration and Implementation: Expertly configured and implemented AudioCodes SBCs, Gateways, and a variety of IP phones including Cisco, Yealink, and Polycom models. Deployed and managed Audiocodes SBCs and Media Packs to optimize voice communication infrastructure.

As a Product Owner, I assisted in completing successful implementation of cloud services Direct Routing as a Cloud-based service (DRAAS) with Microsoft Teams. Key responsibilities include managing project timelines, facilitating communication with both management and clients to ensure project satisfaction, and overseeing resource management, coordination, and training with business users Strategy Development: Demonstrated ability to develop and refine product strategies aligned with business objectives. Product Roadmap: Proven track record in creating and managing product roadmaps outlining key features and milestones. Stakeholder Management: Strong skills in gathering requirements, prioritizing features, and ensuring stakeholder alignment. Requirements Definition: Experience in defining clear and actionable requirements based on stakeholder input and market research. Prioritization: Ability to prioritize features and enhancements based on business value and customer needs. Cross-Functional Collaboration: Successful collaboration with cross-functional teams to ensure successful product delivery.Release Management: Proficient in managing the release process, including planning, coordination, and communication. Performance Monitoring: Experience in monitoring product performance, analyzing usage data, and gathering feedback for improvement.Compliance and Regulations: Familiarity with ensuring product compliance with regulations and industry standards. Risk Management: Ability to identify and mitigate risks related to product development and operation. Customer Satisfaction: Track record of monitoring and improving customer satisfaction with products, Stay Informed: Demonstrated commitment to staying informed about industry trends and emerging technologies.

Lead team meetings, team evaluations, mentored and guided teams on professional development plans. Aligned Team with vision of team and business partners.Oversaw installation, maintenance, and upgrading of communication systems.Assisted team members with any technical or operational challenges they encounter, provided guidance and support for ongoing projects.Served as the primary point of contact during communication-related incidents.Ensured that all team members are aware of their roles and responsibilities.Served as SME for legacy voice systems and provided guidance and leadership for migrating from Avaya and Cisco systems to Skype for Business and Microsoft teams.Provided technical telephony support and network infrastructure troubleshooting for clients based on Cisco, Avaya, Nortel, SIP implementation/migration telephony and voicemail systemsConveyed complex, technical concepts into intelligible language for non-technical clients

Provided technical telephony support and network infrastructure troubleshooting for clients based on Cisco, Avaya, Nortel, SIP implementation/migration telephony and voicemail systemsWas responsible for research, acquisition, configuration and implementation of updated network devices while collaborating with diverse, cross-functional groupsSupported CME, CUE, and Cisco Unity, as well as Avaya ASA, Avaya Modular Messaging, Avaya Aura and Avaya Call PilotProvided advanced troubleshooting and vendor management support of PRI connectivity to the network environmentManaged device licenses for Cisco Call Manager and Cisco Unity voicemail systemsProvided production support on Cisco LAN/Wan routers and switchesManaged Cisco Smartnet contracts on company devices

Provided MAC support for Cisco Call Manager, Cisco Unity, Cloud Voice (Ribbon Phones, Xmedius VM) Avaya PBX, Avaya VM, Nortel PBX, Avaya BCM, Over saw the transition of phone support from local support to shared services.

Provided MAC support for Cisco Call Manager, Cisco Unity, Cloud Voice (Ribbon Phones, Xmedius VM)Avaya PBX, Avaya VM, Nortel PBX, Avaya BCM, Avaya: Aura System Manager, Session Manger, Communication System Administration , CMS Supervisor, Call Pilot Manager, Media Gateways, Business Element Manager, SAL Servers, Session Border Controllers, Call Vectors, VDN’ Skills and Hunt groups.Good Understanding of telephony concepts, VoIP, and network architecture. Porting of numbers - Toll-free Management, SIP Trunks, PRI, T1s. Circuit, (CTNS) Certification.

Definity BCMS Vu Release 2 Training, BTC 439M- Intuity Audix R4 System Administration Training, Definity G3R6 World Class Routing Administration Training, Definity ProLogix Solutions System Administration Training, Definity ACD & Call Vectoring Training, Avaya Site Administration Audix Voice Mail Administration, Message Manager Knowledge of Trunk Groups,SIP Trunking, TI Circuits, with AT&T, Sprint, Verizon, Windstream, Quest, Time Warner Knowledge of PBX, Wiring, TerminatingAvaya CM, Vectors and VDNs, coverage paths, COS.COR, hunt groups callflows, routing tables.Skilled in Moves, Adds, Changes, Deletes (MACD's) Troubleshooting major telecommunication outages with Vendors. Cisco Training Instructor for VOIP Phones.

Manage Service Dept., scheduling of employees to service Calls; repair and maintenance of computer, copier, fax and printer equipment, ordering and control of inventory, customer satisfaction. Supervise installation of networks. Copy Duplicating

repair and maintenance of copiers and facsimile equipment.