Sudha Viswanathan, Pmp Email & Phone Number

Morristown, New Jersey, Us

Senior Support Engineer for Avaya Enterprise Cloud Global Services Support and SME for Avaya Aura Contact Center Product Suite. On a daily basis, customer-facing, managing escalations, and provide mentoring to teammates across the globe. Provide Implementation and Post-sales support of various Avaya Contact Center product suites including Avaya Experience Platform (AXP/AXPC) on Public or Private Cloud and integrated with Google CCAI Dialogflow ES/CX; On premise Omnichannel solution Avaya Oceana® built on the Avaya Breeze® platform using modular snap-ins built, Workspace for Elite integrated with Control Manager, System Manager, using remote connectivity tools like Amazon Workspace and VMWare Client. Provide input to Product House for product life cycle/road map, new product introduction and readiness. Proficient with Avaya Enterprise Cloud integrated with Avaya Aura, CC Elite, AES and CMS and hosted in MS Azure.On everyday basis, work on customer facing SLA based issues, manage escalations and provide mentoring to team mates across the globe. Coordinate with Avaya Professional Services and Avaya Business Partners to get projects transitioned to Day2 Avaya Global Services Support teams.Also, Subject Matter Expert for Avaya's large Enterprise and mid market Call Center products like Interaction Center, Operational Analyst and Avaya Aura® Call Center Elite Multichannel.Work closely with many levels of upper management on product/process improvement to help team meet KPIs. Along with mentoring/cross training on additional Contact Center and Unified Communication products, I also work on Avaya KB creation and with Service Delivery Managers in getting new contracts to revenue recognition.

Morristown, New Jersey, Us

Provide Implementation and Post-sales support of various Avaya Aura components including Interaction Center, Operational Analyst, Elite MultiChannel, Application Enablement Services. Subject matter expert and mentor for team members on Call Center products install, maintenance, troubleshooting and upgrades.

Morristown, New Jersey, Us

Worked in core product for Avaya Call Center products.Worked with the Product group in defining requirements, roadmapManaged Telephony and Oracle/MS SQL technical resolutions and escalations.SME for Avaya’s multimedia contact center suite product across voice, email, or web chat, SMS channel with IP telephony (SIP).Represent Avaya Global Remote Support US region Backbone team in meetings with other teams like Avaya Product Management, Product House and Avaya Professional Services.Provide input to Product House for product life cycle/road map, new product introduction and readiness.Customer facing, managing escalations and provide mentoring to team mates across the globe. Performed supervisory role reviewing team performance reports, identified areas to improve process and products, and suggested measures to improve performance levels to meet team KPIs by doing many rounds of internal training.Coordinated with Avaya Professional Services and Avaya Business Partners to get projects transitioned to Avaya Global Remote Support teams.ISO Champion for the team during Corporate ISO Certification, and streamlined team’s web repository/share drive/sharepoint with lead role in managing Avaya Knowledgebase(KBase).

Morristown, New Jersey, Us

Worked in long-term managed support for multiple Enterprise and mid-market Computer Telephony Integration (CTI) products on Windows and Unix platforms integrated with various database software like Oracle/MS SQL technology stack.Involved in Managed Services Contracts negotiations, participated with Account Managers in sales pricing, presentations/offers/quotes for prospective support customers within Avaya US and Global regions. Worked with Avaya Professional Services in customizing Avaya integrated call center products integrated with applications like Siebel, Vantive and Blue Pumpkin Call Management System.Finalized Managed Services Contracts, participated with Account Managers in pricing offers/quotes for prospective support customers within Avaya US and Global regions, promoting sales; and interacted with Customer, Avaya Sales and Accounts Teams in getting new Support contracts signed and renewed. Actively participated in Avaya Global Managed Services(GMS) Hosted Solution offer, and had lead role in in-house call center implementation at GMS.

Irving, Texas, Us

Worked on enhancement of Service Information System Software (SIS) for Parts and Service Support Division.

Master'S Degree, Management Information Systems

M.S (Mca), Computer Science

B.S, Science