• Providing 24*7 level 1,2 technical & Application support for Contact Center (Lahore, Karachi) and integrated services to one of the largest banks in Pakistan HBL.• Managing countrywide AVAYA IP Telephony with almost 3000+ IP end points in 1000+ branches of the bank. • Avaya Aura Platform Administration including (AVAYA IP telephony H.323, SIP, IVR, AVAYA CM, AES, WFM, CBA (Call Back Assist), SIP Session Manager, System Manager, AVAYA Experience Portal, UNISON CRM… Show more • Providing 24*7 level 1,2 technical & Application support for Contact Center (Lahore, Karachi) and integrated services to one of the largest banks in Pakistan HBL.• Managing countrywide AVAYA IP Telephony with almost 3000+ IP end points in 1000+ branches of the bank. • Avaya Aura Platform Administration including (AVAYA IP telephony H.323, SIP, IVR, AVAYA CM, AES, WFM, CBA (Call Back Assist), SIP Session Manager, System Manager, AVAYA Experience Portal, UNISON CRM, RDV).• Management and administration of contact center recording solution ACR (Avaya Contact Recorder) in terms of recorders, replay and archiver.• Configuration and troubleshooting of Avaya IP Phones (9608G,1608-I, J169, J179) and Avaya 1x Agent. • Manage internal projects, perform UAT and fulfill relevant roles as per assignments.• Inbound outbound call routing through PRI's and gateways administration.• Contact Center Applications support including Unison CRM (Customer Relationship Manager).• Administration and management of Avaya CMS (Call Management System) Supervisor reporting tool. • Countrywide ATM Hotline deployments and operation support.• Handling changes requests and incidents of Contact Center through Remedy Force ticketing system.• Responsible for IVR application and database administration.• Performing daily, weekly health checks of Contact Center applications and quarterly preventive maintenance to minimizing the downtimes.• Coordination with vendor for RCA (root cause analysis) of incidents and outages.• Overall management and execution of outbound calling campaigns through Avaya POM (Proactive Outreach Manager). Show less

• Level 1 support of routers and switches• Configure machines for CISCO IPCC (IP base call center) and Siebel CRM• Training and Support to end users about Cisco Finesse.• Configuration and registration of Cisco soft phones CIPC (Cisco IP Communicator).• Provide Complete System administration support to a network more than 800 Nodes• Configure Active Directory (AD) in contact center• Maintaining and updating the system support with different vendors (HP, DELL, ACER… Show more • Level 1 support of routers and switches• Configure machines for CISCO IPCC (IP base call center) and Siebel CRM• Training and Support to end users about Cisco Finesse.• Configuration and registration of Cisco soft phones CIPC (Cisco IP Communicator).• Provide Complete System administration support to a network more than 800 Nodes• Configure Active Directory (AD) in contact center• Maintaining and updating the system support with different vendors (HP, DELL, ACER, Lenovo, Fujitsu, and Inbox)• Installation and configuration of Windows XP, Windows 7, Windows 8, Windows10 & Windows Server 2008, 2012 & 2016• Installation, Configuration, and maintenance of FTP (G6) server to secure or easily manage the call center data• Installation and maintenance of (CCTV) Camera’s system and shared it over the internet• User administration in Z-Mail (PTCL Webmail) for contact center staff internal communication• Installation and Management of proxy server• Extract and prepare monthly report to estimate the tickets resolution and SLA (Service Level Agreement) from CA Service Desk Manager• Provide remote support to contact center WFH (Work from Home) users through remote tools Anydesk, Remote Desktop Protocol, Team Viewer, Tight VNC and VPN• Installation and weekly maintenance of antivirus• Configurations of printers, wireless devices & Access Points• Physical connectivity of systems to switches Show less