ساجد Ahmad

I am a member of HTTS UCCE Team responsible for High Touch Technical Support to Cisco’s Premium Customer.

British Telecommunication offers a wide variety of Contact Center Solutions/Services. It offering includes Cisco based Hosted Contact Center Solution, Deploying & Supporting Enterprise Contact Center Solutions.
My responsibilities included:
To work with the team of L1-L2-L3 Team for supporting the Cisco Unified Contact Center Solution (Hosted and Enterprise). As an additional responsibility, I was serving as SPOC for a couple of customers.
Was Leading the Change Management team and ensure clean implementation of CR’s on the Contact Center platform.
To handle the new project transitions for the existing or new customers. It includes design, implementation of new requirements, workshop to understand the new requirements, overseeing the transition into production for the customer.
To ensure positioning of Hosted Contact Center as a proposition in APAC, Conduct Training Sales/Pre Sales, Product Support for BT APAC Sales and Pre Sales team.

As Senior Technical Consultant, Responsible for -
To help the account/sales team with response for the technical queries for the prospective customers. It includes the project discovery workshop, POCs, presentations with customers, partners etc.
Support Technical Lead (L1-L2) for BT Cloud Contact Cisco.
Act as a single point of contact for the contact center environment for Voice, web, chat and email to answer the queries from the field in terms of responding to mailers, Cisco forums and communities etc.
Environnent: Communications manager 4.x, 5.x, 6.x, 7.x, CVP 4.x, 7.x and eGain CIM 4.3
I have been involved in the various pre sales deals (as Voice Technology Group representative). My contribution has been technical answers for the RFIs and RFPs.

Project: Cisco Remote Operation Services
HCL COMNET is a Cisco gold partner company. Worked with Cisco systems for their Cisco remote operations services in which my job role is consultant (IP Telephony). My activities are monitoring and troubleshooting IP Telephony Network of more than 600 Cisco System’s clients. CROS strictly follows the ITIL procedures for troubleshooting.

Environment: Communications manager 4.x, 5.x, 6.x, 7.x, CVP 4.x, 7.x and IPCC Express, UCCE, Cisco Unity, Cisco presence, Cisco CME, CUE etc.

At Microsense, I worked with multiple areas of ownership, my primary responsibilities was to set-up HSIA(Wireless), Implement IP Telephony for luxury Hotel Chains like ITC Group, Hilton, Starwood etc.
Apart from above said, I also lead System Integration team to deploy challenging Voice/IP Solution.
I was also responsible for assisting the Sales Team with setting up and delivering PoC’s
Environment: Communications manager 4.x, 5.x, 6.x, 7.x, CVP 4.x, 7.x and IPCC Express, UCCE, Cisco Unity, Cisco presence, Cisco CME, CUE, Patton, Audio Codes, Communigate Pro etc