Cisco Collaboration & VOIP Engineer
Malomatia
Total years of experience :16 years, 2 Months
The position is responsible for day-to-day operational activities which include monitor, installation, configuration and troubleshooting of Contact Center Enterprise Solutions & IPT Solutions.
The position adheres to ITIL standards following Incident, change and problem management, policies and procedures and knowledge on information security best practices.
Analyze and resolve Voice hardware and software problems in a timely and accurate fashion.
Implement, maintain and support voice solution either IPT or IPCC.
Interact with daily change requests.
Interact with daily incidents and resolve within agreed SLA.
Maintain technology documentation with up to date changes.
Enhance and facilitate operations of Voice infrastructure.
Cooperate with colleagues and project manager to stabilize operations.
My responsibilities at Ufone-PTML are:
• Administration, maintenance and planning of Solution running on Cisco IPCC Enterprise/Hosted. Solution includes ICM 7.5/8.5/10.5/11.5, CVP 7.5/8.5/10.5/11/5, CUPS, CUSP, Cisco Universal Gateways 5350XM, Cisco Unified Communication Manager 7.5/8.5/10.5/11.5 Cluster and Globitel Speechlog Recording solution.
• Development of new IVR self-services dynamic applications on Cisco Customer Voice Portal Platform.
• Integrating IVR systems, CRM and database functions, managing system resources and tracking response times to maintain operating efficiency.
• Executing outbound campaign management and administration. Management of IVR/Agent based campaigns and resource planning. Data extractions from CRM based on different segments of subscribers.
• To guide team members to make excellent frontend support framework available to call center business unit.
• To advise and implement best support practices with team to achieve call center business goals.
• Responsible to plan contact center IT networks expansion and operations with Network team.
• Network and server monitoring and optimization through NMS (Using Solarwinds/Cisco Unified Operation Manager/Cisco Prime Collaboration)
• Taking an active part in maintaining Data Networks. Connectivity of different sites using Microwave/OFAN, PTCL Fiber through E1 interface of routers.
• Administration of Various Virtual Machines running on MS Virtual Server 2005/VMWare.
• Look after Cisco IP Telephony setup. Administration of Cisco Call Manager, Cisco Gateways and IP Phones i.e. CIPC, 7960, 7912 etc.
Expertflow is multination Cisco UCCE and UCCX solution provider and integrator, also an ATP partner of Cisco in UCCE and CVP. I joined Expertflow as IPCC and Voice Recording Engineer.
My responsibilities at ExpertFlow were:
• Providing Support UCCX 8.5 Solution at KPLC.
• Providing Support Zoom 4.9.0 Solution at KPLC.
• Providing Support IPT and UCCE Solutions at PTCL Pakistan.
• Providing Support Zoom 4.9.4 Solution at PTCL Pakistan.
• Providing Support UCCE 8.5.3 Solution at Mauritius Telecom.
• Providing Support Zoom 4.9.4 Solution at Mauritius Telecom.
• Providing Support UCCE 8.0 and IPT solution at Raya Egypt.
• Providing Support UCCE 7.0 and IPT solution at Tunisie Telecom Tunisia .
• Providing Support UCCE 7.5 and IPT solution at Airtel Tanzania .
• Managing UCCE 7.0 solution and Voice Gateways for Multilinks Nigeria.
• Managing Voice Recording Solution (ASC) for Multilinks Nigeria.
• Managing UCCE 7.0 solution and Voice Recording Solution (ASC) for Access Bank Nigeria.
• Managing voice recording solution (ASC) for Wateen Pakistan.
• Managing voice recording solution (ASC) for Warid Congo.
• Managing Internal Network Management and Troubleshooting.
• Expertflow Lab Designing and management.
As a part of IPCC/IPT Operations and Maintenance team I was involved in setting up, configuring and testing of components of the Cisco IP Contact Center (Cisco Call Manager, and Cisco Intelligent Contact Manager), working with call flow analysis, ICM scripting, IVR. Understanding the ICM Software Processes, Evaluating Distributed CallManager, Evaluating Clustering Over WAN Environments, Evaluating Centralized CallManager, Multi Site Dial Plan Considerations Analyzing Existing Dial Plans, CallManager Dial Plan Routing Issues, Multi-channel services on converged networks, IP networks and voice-over-IP (VoIP) applications, Inbound telephone call management.
• Operation and Maintenance of IPCC and IPT Enterprise Network of Warid Telecom.
• Central controller (Call Router + Logger) installation and configuration.
• PGs installation and configuration.
• CTI Server installation.
• Cisco Unified Communication Manager 6.1 administration and installation.
• IP Phones configuration (7920, 7940, 7960), Cisco IP communicator Installation.
• Voice Gateways AS 5400, XM5350.
• Cisco Web view installation.
• Cisco Voice Gateway AS5400 and XM 5350 configuration.
• Cisco Extension Mobility Implementation.
• Implementing & troubleshooting IPCC Contact Center Solution for Warid Telecom.
• Interaction with Cisco TAC Engineers. Preparing documentations, technical proposals. Managing the operations, daily planning, engineering, design. Ensures customer satisfaction
• Backup Planning for Warid Call Center Data Center Enterprise.