Sr. UCCE/UC Engineer
Expert Flow
Total years of experience :15 years, 4 Months
Expertflow provides Turn-Key Call Center solutions in the Middle East and Africa through Cisco IPT Partners. Expertflow has become the leading company to provide Call Center solutions in Pakistan, Africa and Middle East.
Responsibilities:
• Responsible for smooth operation of ‘PTCL IP Contact Center’ which provides intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI) and multi-channel contact management over an IP infrastructure.
• Responsible of smooth operation of PTCL IVR/help line services.
• Responsible for troubleshooting any problem occur during day to day operation of IPCC/VoIP infrastructure and further escalation of problem to Cisco TAC.
• Member of deployment & operating team in different projects LIKE Mauritius Telecom, CIB Egypt, CBN Nigeria, RAYA, Air Morocco, LYDEC, KPLC, Tunisia Telecom, Warid Telecom.
• Responsible for adding servers in ESXI 5.5 and preparing complete platform of Windows server.
Founded in 1990, Gulf Business Machines (GBM) is the leading IT solutions provider in the region fulfilling the IT
requirements of local, regional and international organisations in the GCC.
GBM is the sole distributor for IBM® - excluding selected IBM products and services - throughout the GCC, except for
Saudi Arabia.
GBM's momentum was further enhanced in 1999, when the team secured the Cisco portfolio. GBM now holds the highest
level of recognition in the region from Cisco®, Gold Partner status, in addition to the Cisco Borderless Network
Architecture Specialized Learning Partner status.
Responsibilities:
• Responsible for smooth operation of ‘Etihad Airways Contact Center’ which provides intelligent contact routing, call
treatment, network-to-desktop computer telephony integration (CTI) and multi-channel contact management over an IP
infrastructure.
• Responsible of smooth operation of Etihad Airways IVR/help line services.
• Responsible for troubleshooting any problem occur during day to day operation of IPCC/VoIP infrastructure and
further escalation of problem to Cisco TAC.
• Responsible for flawless operation of IPT CUCM 9 clusters of Etihad Airways for their Contact centre, Head Office
and other offices connectivity.
• Responsible for day to day operations of access switches like port configuration, config-backup, IOS upgrade and
stacking.
Expert Flow
Expertflow provides Turn-Key Call Center solutions in the Middle East and Africa through Cisco IPT Partners. Expertflow has become the leading company to provide Call Center solutions in Pakistan, Africa and Middle East.
Responsibilities:
• Responsible for smooth operation of ‘PTCL IP Contact Center’ which provides intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI) and multi-channel contact management over an IP infrastructure.
• Responsible of smooth operation of PTCL IVR/help line services.
• Responsible for troubleshooting any problem occur during day to day operation of IPCC/VoIP infrastructure and further escalation of problem to Cisco TAC.
• Member of deployment & operating team in different projects LIKE Mauritius Telecom, CIB Egypt, CBN Nigeria, RAYA, Air Morocco, LYDEC, KPLC, Tunisia Telecom.
• Responsible for adding servers in ESXI 5.5 and preparing complete platform of Windows server.
• Worked as team lead for Warid location base call routing project on IPT nationwide cluster.
• Responsible for smooth operation of ‘Warid IP Contact Center’ which provides intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI) and multi-channel contact management over an IP infrastructure.
• Responsible of smooth operation of Warid IVR/help line (321) services.
• Responsible for troubleshooting any problem occur during day to day operation of IPCC/VoIP infrastructure and further escalation of problem to Cisco TAC.
• To maintain the smooth and flawless operation of network devices, layer3 switches and ISDN Routers of ‘Warid IP Contact Center’.
• Hands on experience on working on MCS 7800 series servers, HP Proliant with Windows server 2003 as platform and other Cisco IPCC softwares deployed in Warid Telecom Contact Center.
• Responsible for flawless operation of IPT CUCM (7.1) clusters of Warid telecom for their Contact centre, branch offices and Business centers connectivity.
• Coordinate with Wateen NOC, IT Development and other customers for various issues.
• Preparing, planning and Implementation of changes/modifications of Action Plans, upgrade documentation of Servers & Network devices.
• Planning, design and Implementation (Ownership) for the Backups for all Applications and Network devices.
• Planning, design & Implementation of CUCM/ IPCC Backup & Disaster Recoveries.
• Have deployed MCS Series Servers with different level of RAIDs.
• Hands-on experience of Configuring, Troubleshooting & Upgrade of All kind of Cisco IP phones, Cisco IP Communicators, Cisco Personal Communicators.
• Preparing, planning and Implementation of changes/modifications of Action Plans, upgrade documentation of Servers & Network devices.
• Prepare, implement and update LLDs for multiple solutions currently we are running in operation.
• Member of deployment & operating team in different projects.
• Operations and maintenance of IPCC Enterprise and IPT sites.
• On site customer support.
• Monitoring of IPT and IPCC sites.
• Configuration & Support of Cisco ICM7.0
• Configuration & Support of CVP4.0
• Reporting and troubleshooting.
• Manages Network Monitoring systems Report.
• Regular Backups of all the critical servers and configuration backups.
• Coordinating with Cisco TAC engineers for operational task.