Muhammad Shahzad Hussain

Responsibilities:
1: Provide Level 2 and 3 support to customers in a Cisco UC & Hosted Collaboration Solution environment. Support consist of UC Application troubleshooting, network design and network installation of corporate voice networks.
2: Responsible for planning, designing & upgrading of Cisco UC & HCS based Solutions as a Service Provider.
3: Develop and deliver pre-sales technical presentations for engineers and on-boarding customers on various Cisco HCS designs/solutions to meet their corporate requirements
4: Responsible for provisioning new customers in the Cisco HCS solution and integrating Cisco UC solutions with business applications. Services & Support for the following products: HCM-F, ELM, PLM, PCA, CUOM, CUCM, CUCME, CUC, UCCX, IM&P, SIP Trunks, T1/E1, Cisco CUAC, Jabber, IP Phones, VCS Control, VCS Expressway.
5: Perform upgrade, migration and patching of Voice clusters. Work on UC design or design change as per Cisco HCS Standard. Prepare lab environment for upgrade/ migration/ patching or testing & demo purpose for new customers.
Write security impact analysis & change management documents for any new setup including upgrade/migration or patching Mentoring and training junior engineers. Remote support within Service Level Agreements (SLAs) to resolve client incidents, perform root-cause analysis and adhere to any related processes such as change Management.
Liaise with Cisco TAC engineers on few specific issues to get quick engineering fix.
6: Presale team coordination for designing LLD, HLD, and NRFU for final solution.

Responsibilities:
1: Responsible for planning, designing & upgrading of Cisco HCS Solutions as a Service Provider.
2: Develop and deliver pre-sales technical presentations for engineers and on-boarding customers on various Cisco HCS designs/solutions to meet their corporate requirements
3: Responsible for provisioning new customers in the Cisco HCS solution and integrating Cisco UC solutions with business applications. Services & Support for the following products: HCM-F, ELM, PLM, PCA, CUOM, CUCM, CUCME, CUC, UCCX, IM&P, SIP Trunks, T1/E1, Cisco CUAC, Jabber, IP Phones, VCS Control, VCS Expressway.
4: Perform upgrade, migration and patching of Voice clusters. Work on UC design or design change as per Cisco HCS Standard. Prepare lab environment for upgrade/ migration/ patching or testing & demo purpose for new customers.
Write security impact analysis & change management documents for any new setup including upgrade/migration or patching Mentoring and training junior engineers. Remote support within Service Level Agreements (SLAs) to resolve client incidents, perform root-cause analysis and adhere to any related processes such as change Management.
Liaise with Cisco TAC engineers on few specific issues to get quick engineering fix.
5: L1 & L2 supports for Networking (Switching, Routing, Firewalls etc..)
6: Migration of Legacy PABX solutions to Cisco Unified Communication and prepare ROI, advantages, new feature list for the customer.

Responsibilities: Administration and management of Avaya Aura Contact Centre, Cisco Unified Communication Managers, Cisco Unified Communication Manager Express, Cisco SRST, Cisco Unity Connection, Cisco Unity Express, Cisco Unified Presence Servers, Cisco Unified Contact Centre Express, Cisco Routers, Cisco Switches, Cisco Voice Gateways, Microsoft 2003/2008 Servers, Junipers Firewalls, Cisco XML Servers, Nice Call Recording and Wireless Networks. Integration & monitoring or SIP based devices with Avaya Aura Contact Center. Wall Board Desingning, Contact Center Routing.
Team member for Defining Technology Road-map, Service profile and formalize Service levels agreement between Consumer banking group & IT group.
Team member of Restructured & Rationalized Annual Maintenance Agreements with Vendors.
Implemented SIP based Ingress Call overflow bridging between both call center sites with NCC (Network Control Center) Enabling NSBR (Network Skill based routing) which makes improved agent work utilization as one customer support team regardless of regional limitation.
Nortel PABX & Component based upgrade to (CCMS) Contact Center Manager V6.2 with Administration Engine (CCMA) for enhanced control, performance and expansion to cater 3 million above MCB customers.
Contact Centre Technology end-to-end Avaya Aura Contact Centre 6.3 implementation covering IP based IVR Experience portal with geographic redundancy, CCT CTI, WFO ACR & Archive Manager, Avaya Proactive outreach manager, Avaya Session Manager for SIP third party connects.
MCB ATM booth connect to Call Center for skill set level standardization & reporting

Responsibilities: Technical administration & coordination with vendor for MCB VoIP Services including Cisco Call Manager, Cisco Unity Connection Server, Cisco Switches, Cisco Voice Gateways, PRIs (T1/E1, FXO, FXS), IP Phones, Wireless LANs.

Responsibilities: Manage end to end IP Telephony environment for one of largest deployment in Pakistan as a Lead Tech/ Engineer.
Provide technical support and troubleshoot issues of network environments. Responsibilities includes CUCM, CME, CUE, Unity Connection, CUEAC, Cisco IP Phones, VCS (C/E), CUPS, Cisco Prime Collaboration, Cisco Voice Gateway, GK, SIP Trunks, T1/E1 PRIs.
Perform upgrade, migration and patching of Voice or data networks. Work on network design or design change as per request from clients. Prepare lab environment for upgrade/ migration/ patching or testing.
Write security impact analysis & change management documents for any new setup including upgrade/migration or patching Mentoring and training junior engineers. Remote support within Service Level Agreements (SLAs) to resolve client incidents, perform root-cause analysis and adhere to any related processes such as change Management.
Liaise with Cisco TAC engineers on few specific issues to get quick engineering fix/ Bug id and/or process RMAs.
Maintain strong relationship with the vendor to ensure problem resolution where needed. Continuously improve technical and business skills through professional training and self-study.