Senior Engineer Contact Center Technology
Mcb Bank Limited
Total years of experience :13 years, 0 Months
• Providing 24/7 application and infrastructure support for all operational issues at MCB Contact Centers in Lahore, Karachi, and Rawalpindi.
• Managing and configures Cisco UCCE 12.6.1 solution includes CUCM, Finesse, CMPGs, ICMs, Roggers, VRUs, IVR, CVPs, VVBs,
Zoom Recording, CUIC reporting, Agent softphones and SIP Trunks on multiple sites/cities for services redundancy.
• Demonstrating ability to design, deploy, and troubleshoot UCCE issues including: reading logs, pulling logs from server
platform; ability to coordinate problem resolution efforts with multiple resources (Vendors, Customers, IT).
• Managing Bank various UANs/Toll free by coordinating with PTCL and configuring/landing on appropriate skillsets.
• Managing and configures Data Network, Cisco Voice Gateways, PRIs, Codecs & Dial Peers.
• Managing Customer helpline IVR and self-Service transactions by coordinating with CRM team.
• Assess, design and document technical requirements supporting business needs; Develops implementation requirements for technical infrastructure and services.
• Ensure all communications, reports and updates are accurate and consistently delivered in a timely manner, meet KPIs.
• Ensure technologies comply with corporate security policies and procedures and all audit observations, risks and/or exceptions
are identified and positively managed.
• Collaborate closely with all IT teams to deliver products and services that contribute to the organization growth.
• Performing daily BAU in the shape of Service Desk tickets as well as email.
• Managing four members in my reporting for daily BAU, operations monitoring, Agents softphones issues, calls recordings verifications, system resources, VMs, Hardware monitoring, Data Backups, activities plans, coordinate with vendor & cisco TAC.
• Support all aspects of an IPCC Enterprise Contact Center including ICM configuration, Scripting and ICM troubleshooting and Resolution, including assisting with TAC cases, Plan, Manage and execute IPCC upgrades also capable of supporting most aspects of Call manager administration.
• To Lead Operate and maintain Data/Voice Operations for different projects and to provide technical leadership and mentoring to a team of Engineers, Provide Onsite Support, solutions and analysis for system outages and service interruptions.
• Project Management and coordination for existing Core equipment and Coordinating with the Business & IT Teams.
• Support all aspects of an IPCC Enterprise and Express contact center and Collaboration applications.
• Implement the IPCC changes requested by the customer according to agreed SLAs and quality levels.
• Performing configurations on Cisco UC products: CUCM, UCCE, PCCE and Collaboration.
• Act as the change owner for the customer till change request is activated.
• Troubleshoot, identify and resolve call center and access number faults.
• Project, and manage bulk migrations using standard process and procedures.
PTCL is the largest corporate in Pakistan, in the field of Information and Communication Technology service provider with the pan-optic vision, high spirited mission and conspicuously professional core values.
• Responsible for creating, improving, developing IT support strategies.
• Provide 24/7 Helpdesk services to +400 users of four contact centers sites.
• Provide 24/7 Helpdesk services to +400 users of four contact centers sites.
• Configure machines for CISCO IPCC (IP base call center) and Siebel CRM.
• Installation and Management of Proxy server.
• IP Base surveillance.
• Maintenance of Contact Center active & passive network infrastructure.
• Assembling of Computers.
• Training and Support to end users about Cisco Finesse.
• Maintaining and updating the system support (HP, DELL, ACER, Lenovo, Fujitsu, IBM, and Inbox).
• Installation and configuration of Windows XP, Windows 7& 8, 10 windows Server 2008, 2012 & 2016.