Senior Manager - Voice Planning
du
Total years of experience :22 years, 0 Months
Achievements & Responsibilities:
I’m a team member of Network Development and Engineering department responsible for Strategic Planning and Execution of Voice, Video, mVoIP and Unified Communications/RCS Services in du.
Some highlights of my career in du:
• Solely responsible for Mobile VoIP (OTT) service for du consumer and enterprise segment
• Fully managed the end to end delivery of du’s award-winning Hosted Voice/UC platform based on Cisco Hosted Unified Communications Solution (HUCS)
• Proof of concept for Genband A2 server and NSN NVS (Nokia VoIP Server) for providing mVoIP and Rich Communications Services
• Ran proof of concept for VoLTE with Genband TAS also integrated the Acme Session Director (AF) with PCRF via Rx (Diameter) interface for bandwidth policy management
• Currently working on migration strategies from Cisco HUCS to the new Cisco Hosted Collaboration Solution (HCS)
• Implemented Acme Packet and Cisco Session Border Controller for UNI and NNI interfaces
• Participating in IMS/VoLTE/RCS initiative covering convergence
• Deployment of full Cisco Collaboration suite for du corporate (covering Cisco Unified Communications Manager 8.6, Unity Connection, Unified Presence)
• Implemented Cisco UC integration with Microsoft OCS/Lync for du corporate users, also Cisco Jabber integration with HUCS for du customers
• Implemented Acme Packet Session Border Controller for Cisco UCM as an access SBC, for all SIP endpoints in UCM (Cisco SIP IP Phones, CSF clients, 3rd party SIP endpoints), for accessing Voice/UC services from public internet
• Implemented a Proof of Concept with Sipera UC-Sec as a phone proxy for HUCS solution
• Implemented Cisco/Tandberg/Polycom personal video conferencing systems for executives
• Deep technical understanding of Cisco PGW, Media Gateways, Signaling Controllers (ITP), Cisco Unified Communications Manager (CUCM), Cisco Unity Messaging, Cisco Unified Presence, Cisco Meeting Place, Movius Unified Messaging System, VOSS Unified Services Manager (USM)
• Excellent SIP, H323 knowledge and also the traditional TDM (E1, T1), SS7 and SIGTRAN
• Gained knowledge on IP networks, Firewalls, VPNs, Application acceleration (ACE, CSS).
• Excellent presentation skills and have the ability to understand the audience needs and address it dynamically
• Plan and prepare presentations and reports and present it to management (VP, SVP level) to empower them to take right strategic decisions
• Deep understanding of Service Management Integration (OSS/BSS layer) on a Telco environment
• Working closely with Segment and Product Marketing teams for addressing market needs and productization of Voice/UC services
• Responsible for overall budgeting and roadmap planning for the department
• Responsible for resource allocation and management
Awards:
• du’s Business Voice Solution project won the Global Telecom Business - Innovation Award for 2009 for the Best Managed Services Solution.
• Recognition from du CEO for implementing nation wide dial plan for launching Fixed telephony services UAE wide.
• Capacity planning and upgrade strategies for Hosted Contact Center infrastructure
• System enhancement and new functionalities for HIPCC
• Productization of du Business Contact Center Solution for HIPCC offering to the customers
• Evaluation, execution and testing of business requirements in the form of business change requests
• Implementation of software staging and business process implementation
• Designing and execution of telephony applications development.
• Works closely with Cisco Advanced Services for any system enhancements and planned changes and escalated service requests
• Developing RFPs for adding functionalities to the call center setup, recently done RFPs are for Contact Center Reporting and Analytics, Hosted Call Recording Solution and Hosted Outbound Dialer Solution
• Designing Managed Hospitality Voice Solutions for Large Corporate like Emirates Airline and IDAMA and integrations with their Property Management Systems.
• Working and outsourced model for du Directory Enquiries
• Mentoring fellow team members
• Documents the contact center setup, issues, solutions and reporting.
An active member in Network Operations - Tier 3 team under Technology, my duties include the following but not limited to:
- Tier 3 Support for Cisco Hosted IP Contact Center System serves for du's customer base as well as du's own customer care
- Tier 3 Support specialist for Cisco IP Telephony systems spanned across du network considered as the largest commercial implementation of Cisco IPT
- Gained in-depth expertise in Cisco’s IP Communications systems and Unified Contact Center systems (Cisco CallManager, Cisco IPCC 7.1(3), Customer Voice Portal with CVP VXML, IPIVR, ICM NAM/CICM architecture, Cisco Outbound Dialer, Cisco Unity, Cisco ICM multi-channel, CRS, IPCC Express, Remote Monitoring Suite, IOS Voice Gateways like AS5350, 2800 and Cisco Gatekeeper on 3800 platform)
- Also gained knowledge on systems supporting Contact Center setup like Witness work-force optimization suite, Gateway side IP recording solution using Witness IP recorders and Toplayer, Symon Real-time monitoring suite (Symon Enterprise Server), Siebel CRM integration.
- Works closely with Cisco HTTS TAC support for any system enhancements and planned changes and escalated service requests
- Ensure the system up time and service deliveries within defined SLAs
- Monitor systems for its optimum performance and proactively suggest or resolve any problem which may arise
- Mentoring fellow team members
- Documents the contact center setup, issues, solutions and reporting.
Achievements:
- Executed a complete PDIO life cycle for the IPCC Enterprise solution which caters to the current business of du (about 300 agents).
- Active involvement in the Hosted IPCC implementation with Cisco Advanced Services Team and acquired the complete knowledge and working of the setup
- Suggested few design changes which was acknowledged and accepted by the Projects Team/Cisco.
An IT Department member and a responsible for the company’s entire Telecommunications backbone.
Responsibilities:
- Managing the entire telecoms infrastructure of the company and taking care day-to-day technicalities of telecoms systems, ensuring the proper system operation with lowest possible service interruption.
- The systems managed by me includes Avaya Definity G3, Avaya S8500 Media servers with Avaya Communication Manager software, Avaya CMS, RACAL/Audiolog voice logger, Ringmaster Call Accounting System.
- Health monitoring of the systems
- Maintenance and administration of all telecom equipments and services
- Design, creation and testing of inbound/outbound and blended campaigns
- Generating and monitoring scheduled reports on system capacity usage, trunk occupation and the interpretation of other numerous call center reports
- Administration and maintenance of Windows network, Ms Exchange, SQL, IIS and end user support
- Administration of Cisco routers, firewall and catalyst switch
- Administration of LAN/WAN links (ISDN, LD, MPLS) to client sites
- Ensuring proper documentation of the allocation/usage of system resources
- Telco billing breakdown for the campaigns
Achievements:
- Actively involved in setting up the entire call center facility during relocation from Jebel Ali Free Zone to Dubai Internet City within a record time of 48 Hrs.
- Managing the entire Telecoms and partial IT infrastructure of the call center independently
- Implemented process flow for IT services and maintained upto date documentation
As and Implementation Team member and being responsible for providing essential telecom support for the turnkey solutions, my job responsibilities includes but not limited to:
->Design, Implementation and post-sales support for Multimedia Contact Centers.
->Sizing IPLC, CTI servers, PBX, IVR, ACD, Voice-mail, Unified Messaging systems and predictive dialers.
->Gained expertise in Customer Interaction Center (CIC), Multimedia contact center platform from Interactive Intelligence Inc.
CCNA tests the basic understanding of networking essentials.
Avaya Certified Associate is a test to my knowledge and capabilities in Avaya's communication systems, services and applications. Secured 94% in CommNet Exam.
TIA Certified Convergence Technologies - proves my core competency in data networking, telephony networking and convergence technologies.
Post Graduation Diploma in Telecommunications Software Accredited training course conducted by TCIL, a well renowned telecoms consultant in India. This training basically covered the telecoms fundamentals and related software technologies. Secured 'A' Grade.
Four year bachelors degree of Electronics and Communication Engineering. Secured 72% with first class