IT Consultant
British Telecom
Total years of experience :11 years, 9 Months
WebEx CC ((WebEx Contact Center, (CCaaS))-Trained
▪ Genesys Cloud (CCaaS)-Trained
▪ Amazon Connect (CCaaS)-Trained
▪ Microsoft Azure Fundamentals (AZ-900) -Trained
▪ AWS Cloud Practitioner -Trained
▪ Microsoft Teams Telephony
▪ UCCE Training - Trained
▪ IELTS-Qualified
Roles & Responsibilities Summary
▪ Working as a Solution Design Professional and responsibilities include planning, designing and delivery
of Unified Communications with cost analysis as a major factor.
▪ Solution Designing with cost analysis by going through the customer contract details.
▪ Digital Workplace Transformation for Unified Communication and Contact Center.
▪ Post Sales Solution Delivery for Unified Communications and Contact Center Project.
▪ Expert in preparation of technical documentation & familiar with Microsoft Visio.
▪ Knowledge and experience with cloud based IVR implementation.
▪ Experience and Knowledge in Anywher365: Configuration and IVR call flow,
Actively involved in planning and up gradation of voice infrastructure which includes Cisco Unified
Platform products like CUCM, CUC, UCCX, CUPS etc.
▪ Management and Administration of Cisco IP phones: and Cisco Voice gateways.
▪ Timely and effective resolutions to the troubleshooting tickets opened by end users & also work on
incidents that come during proactive monitoring and health check of the Voice Network.
▪ Worked closely with Project managers throughout the implementation process.
▪ Worked closely with internal and external stakeholders including vendors.
▪ Participated in key projects of client to provide recommendations and guidance for system migrations,
service launches and technology initiative Expertly conceptualize, designing, configuring, upgrading
& operating CUCM, Unity Connection (CUC), IM&P, UCCX and other UC application’s building blocks:
Partitions, CSS's, Device Pools, Users, Extension Mobility, MOH, DN/DID, BAT Files, their modification
and import, media resource/conferencing, gateway configuration MGCP, H.323 and SIP, Dial-peers,
COR, PRI/T1, SRST, ICT/UC Clusters, Route List, Route Groups, Hunt Groups/List, Translation Patterns,
TEHO, CTI RP etc.,
▪ Expert-Level debugging and troubleshooting on Cisco UC infrastructure
Working on incidents which require not just technical expertise but also the skills and experience to
▪ handle high-impact, critical customer situations.
▪ Working on the escalated cases of the client environment.
▪ Preparing SOP's, Attending daily stand-up meetings with customer.
▪ Streamlining the infrastructure to maintain the best up-time of the devices.
▪ Conducted interviews and aligning the team as per the business requirements with daily team review
meetings.
▪ Maintaining SLAs without any breach.
▪ Configuration of call signaling protocols H.323, MGCP, SIP.
▪ Configuring, troubleshooting, and updating Dial-peers, Dial plan, paging, Cisco IP phones, SRST
(Survivable Remote Site Telephone), attendant console application, Voice Interfaces like FXS, FXO,
ISDN T1/E1 PRI, IVR on CUC including call handlers, distribution list directory handlers, user
voice mail box, MWI etc.
▪ Configure Cisco Call Manager to enable features and services to include music-on hold, speed dials, Call
Park, Call Pickup etc.
▪ Working on the creation, modifications and troubleshooting of the UCCX scripting, Cisco historical
reporting, cisco supervisor desktop (CSD) etc. for the customers.
▪ Coordinating with Different Vendors to resolve Voice critical issues
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