Sony Thomas Email & Phone Number

Sydney, Nsw, Au

Sydney, Australia

VoiceFoundry specialise in the delivery of cloud-based enterprise contact centre solutions, with an expertise in deploying Amazon Connect.

Sydney, Australia

Bengaluru Area, India

* End-to-end project delivery: starting from SOW reviewing, Kick-off-call, Risk assessment, Change Management, Implementation Plan, Project Delivery and Closure. * Installation and configuration of Avaya PBX systems. * Installation and Integration of Call Management System. * Installation of UNIX scripts to integrate Avaya CMS and third party WFM vendors like IEX, Aspect, Verint, WFO, Geotel/Cisco ICM etc for high-end Call Centers. * Installation of UNIX scripts to integrate… Show more * End-to-end project delivery: starting from SOW reviewing, Kick-off-call, Risk assessment, Change Management, Implementation Plan, Project Delivery and Closure. * Installation and configuration of Avaya PBX systems. * Installation and Integration of Call Management System. * Installation of UNIX scripts to integrate Avaya CMS and third party WFM vendors like IEX, Aspect, Verint, WFO, Geotel/Cisco ICM etc for high-end Call Centers. * Installation of UNIX scripts to integrate Avaya IQ and third party WFM vendors like IEX, Aspect, Verint, WFO etc for high-end Call Centers. * Installation and Integration of Avaya reporting solution, Contact Analyzer. * Troubleshoot Implementation and Integration issues and escalate to Subject Matter Experts (SME’s), if required. * Work closely with R&D and Product Developers to resolve any bugs in the servers/scripts. * Work closely with the support team (Avaya Backbone) to resolve any post-implementation issues. * Deliver training to end users and system administrators. * Performing T&M request for specific sensitive key accounts * Co-ordination between the Sales/Account team, Project Managers, Account Managers, Business/Channel Partners and customers. * Attend the Project discussion calls with the stakeholders and make sure that the Statement of work (SOW) matches and meets the customer expectations. * Offering post and pre sales technical support for current and new customers, performing customer product demonstrations * Create technical documentations for Knowledge capture (Avaya Insite), defect management (for Product house) & inventory management (for PM’s) through internal mediums and Project Management System. * Handling Incident Tickets and also Change Management. Show less

• Responsible for providing Unified Communications including IP Telephony and related network design and architecture assistance. Installation and configuration of Microsoft Windows OS for end users and Administrators. • Provide IT support to end users remotely and Onsite. • Logging IT support help desk tickets and providing timely support. • Troubleshoot issues immediately over the phone or using a Remote Desktop Connection. • Writing IT support documentation and User… Show more • Responsible for providing Unified Communications including IP Telephony and related network design and architecture assistance. Installation and configuration of Microsoft Windows OS for end users and Administrators. • Provide IT support to end users remotely and Onsite. • Logging IT support help desk tickets and providing timely support. • Troubleshoot issues immediately over the phone or using a Remote Desktop Connection. • Writing IT support documentation and User manuals for various Windows and Linux applications.• Knowledgebase management and documentation of known issues and solutions.• Key Unified Communication Consulting Engineer responsible for Installation, Configuration and Implementation of network and voice devices such as routers, switches, voice application servers, voice gateways, etc• Testing the research work in a lab environment and producing recommendation documentation with lab results as supporting evidence.• Configuration of Switches and Routers • In-depth analysis of network faults in routers, switching, voice components and producing detailed root-cause analysis with recommendations to circumvent future occurrence of similar issues.• Conduct bootcamps for the training batches.• Creating test scenarios as per the training requirement.• Responsible for Level 3 support for Routing, Switching, and network faults.• Prepare design proposal inclusive of Network design, IP subnet allocation, Routing protocol design, summarization etc.• Prepare network implementation plan for new syllabus rollout.• Producing architectural and network designs with appropriate visio diagrams• Planning network capacity and availability requirements from WAN and LAN perspective.• Responsible for detailed network design documentation and sequential updation. Show less