Senior Software Engineer-Global Voice support (Level E)
Accenture Services Pvt Ltd
Total years of experience :5 years, 5 Months
- To provide regular and end to end support for IP telephony which includes CAD, CSD, CIM, TAP, NICE, Web view, Web board reporting etc. Vendor management in terms of deliverables service.
- To manage the upcoming projects/assignments for IPCC platform. Support for the enhancement of current setup.
- Administration & service management of Cisco voice networking, giving support to 9 international location and more than 74 client projects.
- Responsibility for problem management, Incident management & change management to provide better service to infrastructure outsourcing.
- Work on the part of voice-network planning, call flow design, build configuration on the platform, test, and deployment activities and strong in documentation.
- Administration, maintenance of Cisco interaction manager, CAD, CSD, chat, email and voice.
- Responsible for designing, deployment and support of VoIP network.
- Troubleshoot and solved customer ticket requests such as dialing/routing issues, name/extensions changes, voicemail password resets, and CCM user issues.
- Used BAT to insert phones/users and to update lines. Used BAT tool to import/export users and phones.
- Migration and Implementations from Legacy Networks to VOIP Network.
- Deployment and management of Cisco unified call manager administration 4.X and 5.X.
- Multisite centralized call deployment with SRST.
- Configuring Gateways with MGCP, H.323, SCCP, SIP Protocols on 3845, 3245, 2851, 2811, etc. Platforms.
- Configure Unified Messaging and Cisco Unity System.
- Generate Call Details Record (CDR).
- Creating and Implementing Dial Plans.
- Creating and Implementing Partitions, Calling Search Spaces and add these to Route Patterns.
- Creating Route Group, Route List and Route Pattern.
- Troubleshooting the outbound calls in Gateways.
- Liaise with other departments to facilitate the different projects and requirements.
- Responsible for the implementation and maintenance of all voice and data telecommunications networks, equipment and facilities.
- Deployment and management of Cisco unified call manager & administration of 4.X and 5.X Versions.
- Configuration of Cisco Routers Platform: 3800, 2800, 3640, 2600, MCS 7825.
- Configurations of Voice messaging server.
- Deployment of Cisco IP Phones Series: 794X, 796X, 797X, etc.
- Installation, Management and Monitoring of call manager cluster.
- Configuring class of service and Call admission control.
- Configuring call manger features and services.
- Configuration of call signaling protocols on Voice Gateways H.323, MGCP, SCCP, SIP
- Configuration of Voice Gateways, Gatekeepers, intercluster trunks and SRST.
Configuration and Installation of Voice Interfaces like E1 & T1 Lines (CAS and PRI), BRI, FXS, and FXO.
- Management and configuration of traditional telephony system (PBAX, Key System).
- End to End call management of Avaya Supervisor Console.
- Call auditing on daily basis to ensure quality and flashing the report on performance and taking necessary actions if needed to achieve 100% quality.
- Monitoring Service Level and call flow immediate action to bring under control if necessary.
- Preparing daily and Monthly reports (MIS).
- Inbound call center executive handling maximum 150 calls per day related to enquiry, request and complaint.
- Query resolution through inter department co-ordination.
- Handling escalated calls from the agents and ensuring close looping.