Consultant-Unified Communication & Contact Center
HCL Technologies
Total years of experience :11 years, 4 Months
• Designed and implemented Cisco Unified Communications Manager (CUCM) and related UC applications for 15+ clients, resulting in average 40% reduction in communication costs.
• Led 10+ successful Contact Center projects, achieving average 20% improvement in customer service response times.
• Resolved 95% of escalated UC and Contact Center issues within 4 hours, maintaining 99.9% system uptime for clients.
• Conducted 20+ comprehensive system assessments, identifying and rectifying inefficiencies that led to 30% increase in communication efficiency.
• Trained 100+ end-users and IT staff, improving user proficiency by 50% and reducing support ticket volume by 25%.
• Ensured 100% compliance with industry security standards and regulations in all UC and Contact Center deployments.
• Collaborated with vendors to implement 3 new integrations, enhancing UC and Contact Center capabilities by 25%.
• Achieved customer satisfaction rating of 95% or higher in post-project surveys, reflecting delivery of top-notch services.
• Manage and troubleshoot Voice Network of 140+ sites of bank across country with 2 major Contact Centers with 300+ users each.
• Designed and Improved 50+ IVR script design for bank for better customer experience with features including Dial by extension, Data-collection, Callback etc.
• Migrated 50+ sites in one year including site with (1700+ users).
• Upgraded environment to newer version in CUCM, Contact Center and Unity.
• Coordination in integration of Sales force products to Cisco Contact Center and Integrated Recording Tools with CUCM for call recording and monitoring purpose.
• Conducted complete analysis of system and business requirements for all IVR applications.
• Maintained comprehensive technical documentation such as programming specifications, functional and technical designs.
• Troubleshooting Enterprise Voice networks (including CUCM, IVR and UCCX Scripting) as Cisco TAC Support (Contact Center Specialist) Engineer for 500+ fortune companies
• Working on service requests with Enterprise level Customer networks on network down situations and restoring full functionality as quickly as possible and helping in setting up new Cisco Products as seamlessly as possible.
• Frequent interaction with Development Engineers in order to provide circumvented solutions by modifying code and base level configuration.
• Utilizing Cisco Lab to its potential by recreating customer problems in controlled environment to determine cause of problem and finding effective and timely solution to problems in enterprise deployments.
• Tested Cisco equipment using various tools such as bug diagnostic tools.
• Lead Cisco Contact Center TAC team for one year as technical lead.
• Send Access Service request for installation of UNI (User-network- Interface) at enodeB and EVC (Ethernet Virtual Circuit) for 2 major TELCO across US region.
• Assign facilities (i.e. ports to Routers and Bandwidth) based on optimal path layout.
• Coordinate facilities and install dates with internal and external (TELCO) organization to ensure dates are met.
• Actively engages in L2 and L3 synchs to ensure strong alignment.
• Ordering, tracking and overall coordination required for circuit installation as per targeted dates.
Created a LAN network for college in final year project which helped staff to do communication at no cost.