Senior Cisco Collaboration Engineer
Saudi Telecom Company - STC
مجموع سنوات الخبرة :19 years, 0 أشهر
*Perform client consultation: Plan, design, implement, and support UC Clusters integrated with UCCE systems with integrated services.
*Support Enterprise and contact center infrastructure with Gateways capacity planning, Business call flow, ICM Scripting, backend database, Call Recording and Reporting dashboards.
*Drive technology design, implementation, execution, migration and optimization for customer projects with high availability and disaster recovery.
*Troubleshoot all incidents and manage vendor cases to find the root cause and apply permanent and workaround solutions.
*Manage end to end Call flow starting from SIP provider, Cubes to Agent endpoints.
*Drive technology design, implementation, execution, migration and optimization for customer projects with high availability and disaster recovery.
*Ensure solution is implemented as designed to customer satisfaction and approval
*Build customer simulations in test labs to resolve/validate complex problems and compatibility issues.
*Solve problems with innovative ideas, complete ownership with regards to the engagement with client and stakeholders.
** Achievements **
-Upgrade UCCE 11.6 to 12.6 including 1500 agents.
-Implement SSO integration with UCCE applications.
-Implement Mobile agent with media forking solution for disaster recovery plan.
-Implement Cisco Satellite with smart license accounts.
-Integrate Agent outbound evaluation with 3rd party reporting system.
-Upgrade Voice Gateways to SIP Cubes with SIP trunks.
-Implement and develop outbound campaigns.
-Upgrade SIP proxy CUSP.
*Operate and Support Avaya Contact Center and Cisco Collaboration systems.
* Integrate UCCE with 3rd party applications and Develop Call flow based on business needs
*Enhance system performance and utilization as well as ensuring enough operational capacity for the running systems and services.
*Support critical problems and escalation to higher management in case business is affected.
*Support Chairman, CEO and Board Audio and Video systems.
*Help the PBX engineering team in running the daily operations of all telephony systems and services in the call center and the enterprise branches serving as a support function.
**Projects**
*Upgrade Avaya CM 5.2.1 to CM 6.3
*Install Avaya Session and System Manager 6.3
*Install and Support Cisco Web Conferencing system.
*Implement and Support Cisco UCCE and CUCM at customer sites.
*Gathering and Analyze customer requirements and translate into a detail design.
*Generate working configurations and deliver successful deployments within their deadline
*Deploy multiple projects simultaneously with full ownership on all engineering tasks ranging from requirement analysis to customer sign off
*Support Tier2 Service Edge (problems, incidence, availability, change) management.
*Design and deliver HLD, LLD and UAT for all projects.
**Projects **
*Install UCCX and CUCM to National Bank of Abu Dhabi.
*Install UCCE and CUCM for Mobily Hosted Call Center at ECCO site.
*Implement and Support Avaya Contact Center and Cisco collaboration system in TE Data HQ with survive technology in remote branches.
*Cisco IP surveillance operation and support.
*Implement Hosted Call Center solutions on customer premises. *Train new staff and develop staff to maximize potential.
*Interface with Vendors and evaluate their product.
*Operate and support the following systems:-
-Avaya Communication Manager 3, 5.2.1 and 6.3.
-Avaya System and Session Manager 6.3.
-Avaya a Media Servers; S8xx and Media Gateways G350, G700, G650 & G450.
-Avaya IVR (Avaya Voice Portal and EPM ) plus Design call flows.
-Recording system (Avaya Witness (CSCM 7.7 and 7.8, I-Listen )
-Avaya AES.
-Avaya CMS perform all required reports and customize reports to CMS users.
-Avaya Meeting Exchange Enterprise MX5.2
-Avaya Web Conferencing
-Avaya Intuity™ AUDIX voicemail server.
-Cisco CUCM 7 and 9.
-Cisco Telepresence 1300 with Codec CTS 1.6.7(4212) P1.
-Voice Gateways (access servers), IMGs and their management servers GCEMS.
-Soft switches such as PGW, and Nortel CS2K
-Genband S3 (Egypt’s Session Border Controller)
**Projects **
*Upgrade Avaya CM3 to CM5.2.1 then to CM 6.3.
*Change dial plan from 4 to 5 digits for Hosted Call Center Scalability.
*Implement Toshiba Call Center at Abbasiya site.
*Implement ECCO Call Center at El Torgoman site.
*Implement TE Data Call center at mohandeseen site.
*Configure Cisco Telepresence at TE Data sites (SV and Dokki).
*Upgrade Avaya Voice Portal 4 to 5 then to Experience Portal 6.
Operate and support Avaya Contact Center and Cisco Collaboration systems
• Have Cisco Academy training in ''Arab Academy for Science and Technology" CCNP & implementing VOIP over MPLS track (Real Practice in Cisco Academy labs to managing & troubleshooting multiple series of Cisco Routers & Switches - WAN technologies, Routing protocols, VLAN design, implementation and troubleshooting -CVOICE and QOS).
• Soft Skills such as Communication, Team Building, Presentation, Sales and Marketing planning, report writing, problem solving, decision making.
Job description:
• Administrator Active directory with windows sever 2000.
• Create users account and assign them with their accurate level on the network domain and troubleshoot user's complaints.
Faculty: Engineering. Final Cumulative: Good (72.3 %) Graduation Project: Design & Implementation of Micro-Controller using FPGA. Graduation Project Grade: Excellent