Technical Consultant
Mannai Corporation
Total years of experience :11 years, 8 Months
Responsible for pre-sales design and post sales implementation for all elements of Contact Center, Unified Communications, Contact Center as a Service (CCaaS), Unified Communications as a Service (UCaaS), Network and Security solutions, including PCCE, UCCX, Genesys Cloud, CUCM, Microsoft Teams, Cisco Unity, CUBE, Imagicle, VOSS. Build Solutions, create RFI and RFP responses, present technical solutions and road maps, and develop Scope of Work, Project Plans, High-Level, and Low-Level design documents across Cisco Unified Communication and Collaboration, Contact Centre, and Enterprise Network Technologies. Participate in customer meetings to determine business and technical requirements that will be used in developing Cisco Voice solution or solution alternatives that map within the business capabilities. Responsible for site Migrations, Design and Modifications, Suggest best possible Solutions and Implement according to Client requirements. Perform changes and its related documentation, verifications, and handover product to operation team. Work closely with the internal sales team and constantly work towards the deal closure by delivering Proof of Concepts, attending Customer Workshops with the Customers Business and Technical Team.
Planning, Design, Implementation, Operation, and Maintenance of Enterprise Contact Center & Collaboration Architecture. Installation, Configuration and Upgrade Cisco Contact Center and Cisco Unified Communications Components including Router, Logger, AW/HDS, Peripheral Gateways, Finesse, CVP, CUIC, VVB, CUCM, CUC, IM & P, CUBE and Expressway. Design and configuredvoice (IVR) call flows as well as SMS, emails, and survey flows in Genesys Cloud architect. Integrate Genesys Cloud with backend systems in Genesys AppFoundry (Using OAuth method, input and output contracts for token access) for API calls(Post and Get Methods) using Webservices and REST APIs and invoking those data actions within Genesys Cloud architect. Integrate Genesys Cloud with CRM applications such as Dynamics Case Management. Configure Genesys Cloud features such as WFM, QA policies, reports, IAM, SSO, AD mapping to meet client requirements. Migration, design, implementation and administration of a Microsoft Teams Telephony solution. Setup direct routing trunk with AudioCodes SBC and Microsoft Teams direct connect to facilitate the PSTN connectivity for Microsoft Teams Users. Develop automation script in MS PowerShell for Teams users audits to make sure each users have appropriate voice policy, dialplan, IPphone Policy and Emergency calling Policy. Responsible for requirement gathering, Solution sizing, configuration, integration and implementation and post implementation support. Assist customers in migration from On Premises to Cloud Contact Center.
Lead Technical operations support for Contact Center Infrastructure and VOIP Infrastructure, including maintenance, and enhancements to ICM, CVP, CUCM, CUC, CUIC and Finesse. UCCE and IP Telephony Problem management & Escalation Support. On-call Support assistance for P1 and P2 case with RCA Fix. Troubleshooting in ICM (Central Controllers), PGs, CVP, SQL Queries, Finesses, CUCM, CUC, IMP, CUBE, CUSP, CUIC, Verint Recording. Create and schedule preventative maintenance plans for maintenance releases, firmware/OS support/security patching as well as break fix patching while working with multiple independent business units work priorities. Contact Center call flow setup from TFN provisioning, ICM and CVP Script development, Agent Provisioning, testing and go-live support. Monitoring server alerting to On-call paging setup using Python script and SQL Backup & cleanup Automation using SQL & SFTP Client. Infrastructure Upgrade: Upgraded Central Controller, ICM PG, AW, CVP, VVB and CUCM from 11.6 to 12.5. Installed Security patches for Log4j Vulnerability in UCCE. Extensive experience leading complex Contact Center troubleshooting efforts with Cisco TAC, 3rd Party integrators, and Service Providers through issue identification, resolution, root cause analysis reporting, and preventative actions.
Implementation and Support of UCCE, Cisco IPT and Network for the Client. Configuration and Troubleshooting of Cisco Unified Communication Manager, Cisco Unity Connection, Cisco IM and Presence, ICM, CVP, Finesse, CUIC, etc. Installing, Monitoring and Troubleshooting of Voice Gateways, CUBE and Call signaling protocols on Voice Gateway SIP & MGCP. ICM Configuration Manager Maintenance and ICM Script Editor for Call flow change or Holiday request. Troubleshooting and Configuration changes of ICM, CVP, CUCM, VXML Gateways, and PG. Extract and examine log files using Dump log or appropriate utility, Set Trace levels on ICM Servers and Run SQL queries for different reporting purposes on ICMdb. Creating Call Recording profile on Calabrio Server and L1 troubleshooting of Calabrio. Managed firewall using FortiGate to allow or block IPs, created policies added different interfaces and VLANs. Installations, design, and implementation of Cisco solutions, VPN, Fortinet, VOIP. Implementation and Support for Palo Alto firewall solutions. Configuring and Troubleshooting IPSEC Site to Site VPN and Client to site VPNs. Providing Tier-2/3 support for Contact Center, IP Telephony, firewall issues, network related issues and automation application support. Provide incident reports for critical incident, escalate incident to problem management or change management team if needed and co-ordinate with them.
Managing and Troubleshooting of Cisco Unified Communication products such as CUCM, UCCX, Cisco Unity Connection, Cisco IM and Presence, Call Manager Express, CIPC, Agent Desktop and Supervisor Desktop. Configuring and troubleshooting of Supplementary Features of CUCM like Extension Mobility, Device Mobility, Single Number Reachability, Hunt Pilot, etc. IP Phone firmware upgrade, CUCM upgrades, Patch installation. Installing, Configuring and Troubleshooting of CISCO Routers and Switches. Configuring and troubleshooting routing protocols such as STATIC, RIP, EIGRP, OSPF and BGP for IPV4. Implementing and troubleshooting of Layer 2 technologies like VLAN, STP, DTP, Etherchannel. Configuration of Network Services NTP, DHCP, DNS and Implementing Network Security techniques like ACL, NAT, Port Security, SSH. Monitoring the network with the help of Solarwinds and checking the Usage of links and Network Health status. Working knowledge of Virtualized server environments, VMware ESXI, UCS servers, Cisco Business Edition Appliance, etc. Windows Active Directory configuration, DHCP and DNS configuration and basic troubleshooting skills of Windows Server, Active Directory and SQL issues.
MCA
Bsc Physics