Syed Khaja Ruknuddin

UCCE | HCS | Collaboration)

Roles and Responsibilities:
•Managing BT Cloud Solutions for APAC, EMEA, and NAM region.
•Responsibility includes Platform build, Control, updating of patches, third-party integrations, etc.
•Installation, the configuration of Cisco UC and Collaboration Network Infrastructure v 10x, 11x, 12x
•Installation and Configuration of CUCCE (Cisco Unified Contact Center Enterprise) v 11x, 12x
•UCCE and Cisco Collaboration Implementation, Upgradation, Migration, Platform management.
•Extensive Experience in all UCCE components, CUBE, VGW, worked for various clients across EMEA, APAC, and US regions. Major Clients Supported by BT, Servion & Telstra.
•Building the CC & IPT platforms for onboarding customers from scratch. Managing multiple DCs through VMware from version 5.5 to 6.5.
•Skilled communicator at delivering complex technologies, leading team to accomplish tasks and goals.
•Upgrade Cisco applications database migration with help of EDMT Tool.
•Focus areas are Installation, Upgradation and Migration of UCCE components, CVP, HCS, CUCM clusters on Cisco C series blades and basic changes on Cube & Voice Gateway, End to End call testing.
•Operational Readiness Test (ORT).
•Deployment and Implementation of UCS C240 Blades with Building Raid 5/6 configuration for storage, Installation of ESXI 6.0 for VMware environment, Deploying OVA templates for Windows and Linux platforms.
•Installing and configuration of UCCE components in Simplex & Duplex Model (i.e. ICM Components, CVP Components, VVB, CUIC, Finesse, CUBE, and CUCM clusters)
•Installation and Configuration of CUCM, CUC, CUSP, CER, Expressway C & E as MRA and other 3rd Party applications)
•VXML Call Studio application building.
•Configuration of Dial Plan, E1, SIP, Backup Management,
•License Management with Cisco Prime License Manager (PLM).
•Installation of 3rd party applications and adaptors and integration with Cisco.
•Running operation readiness tests before giving handover to the operation team.
•Assisting 1st & 2nd line Engineers with UAT and providing level 3 support
•Possess interpersonal, communication, and organizational skills with demonstrated abilities in Team Management and Customer Relationship Management.
•Developing Implementation, Upgradation, and migration process of the whole site as per agreed timelines

IPCC/UCCE) on IDEA Cellular Project

Roles and Responsibilities:

Voice Network Expertise (UCCE):
•Giving Support to India’s one of the largest telecommunication Idea Cellular.
•IDEA cellular contact center consists of CUCM, PGW (Gatekeeper), Cisco ICM, NAM, CCMP, CVP, CSS, Ingress/VMXL gateways, VXML servers, etc.
•Giving Support to 22 Circles OSCC for Cisco IVR and CTI applications in NOC Environment.
•Configuration and troubleshooting on Cisco Call Manager.
•Configuration of Troubleshooting of IP Phones with CUCM.
•Collecting RTMT logs from Call Manager.
•Implementing, configuring and maintaining Cisco VXML gateways.
•Configuration and Troubleshooting of E1/CICs on PSTN Gateway.
•Changes in ICM scripting as per requirement.
•Troubleshooting of issue regarding Call Volume, Less Call Flow, and High Call Flow.
•Troubleshooting of CTI Login related issues and call routing issues.
•Configuration and troubleshooting on ICM CTI components (Router, PG, AW, HDS, Logger).
•Configuration changes in Cisco ICM.
•Add/Remove Agents in ICM as per requirement.
•Configuration of DNIS, Call Types for flow in ICM scripting.
•Collecting Dump Logs from ICM Components.
•Configuration and Troubleshooting on VOIP Protocols like SIP/H323/MGCP/SCCP.
•CCMP Queue Monitoring, Provisioning and Troubleshooting.
•QOS/COS (Quality of Service/Class of Service)
•Uploading of voice prompts for MOH in the CUCM.
•Database monitoring using SQL Queries.
•Minor Changes in SQL Database for reporting purpose.
•Agent Creation and Skill group Assignment using AW and CCMP.
•Monitoring of ICM components and Process.
•Monitoring of PSTN Gateway & VXML Gateways via CSS.
•Monitoring the Data Network link for PAN India telecom circles.
•Collection logs on the PSTN Gateway.
•Coordinating with Circle SPOC’s & end user to resolve CTI related issues and activities.
•Co-ordination with Clients in day today issues via telephone/Ticketing System/Mail communication for incidents closure.
•Co-ordination with L2/L3 Engineer/Concerned Teams to resolve day today issues.
•Open TAC cases and co-ordinate with TAC engineer in case of major issues.
•Knowledge of Incident & Change management System (BMC Remedy Ticketing System Tool).
•Monitor Call Manger and agents in CUCM using Cisco Real Time Monitoring Software (RTMT).
•Raise an Incident, RFC, RMA, TAC case as per requirements and follow up.
•Fetching data for the purpose of daily reports for DCR and upload on the FTP of the OSCC.
•Monitor Voice Gateways using Alarm Monitoring Software Netcool.
•Monitoring Tools (RTMT, Netcool, I-Track, Solar Winds, CUOM, TIVOLI)