Onkar Gautam (Customer Experience , Cloud CX , Delivery)

Experience

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  Orange Business Services

  Oct 2008 - May 2013

  Service Engineer-VOIP

  ► Responsible for real-time end-to-end service NEO (Next generation voice) network and incident management. Supervise all disruptive network and service changes in their time frame. Complete track record of all customer issues and respective solutions.► Define Technical impact, Service impact and business impact by discussing with Technical Teams and Client Services manager.► Post incident Review to assist problem management for detailed analysis on root cause.► Exposure to IP Core Architecture, Voice and Data / VOIP (Soft switch, SBC, GK, Media Gateway,Italtel Multiservice Switch, PHS,Huwaie Media Gateways, Cisco) and Other Voice/Data equipment.► Responsible for second level troubleshooting of services like Business Talk, International Voice Off net, Network IP Contact center, Audio Conference, NIVR (genesis), Network Contact management, Flexi Contact Centre (FCC) and CDN etc. provided by Orange Business Services Global Monitoring, maintaining and testing backbone link with carriers worldwide. Show less

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  BT Global Services

  Jun 2013 - now

  Consultant Voice /Delivery Manager-Cloud Services

  ►Planning and designing IVR, work directly with customer to deploy Cloud Contact Centers(Cosmocom) Enghouse CCSP , Genesys Cloud and Cisco HCS►Delivered multiple cloud contact center for multiple customers like Cathay Pacific, Dell, MARS, Genpact, Sab Miller and CSC etc. around the globe.►Identify business problems, analyses complex solutions requirements, design and develop solutions to enhance system availability, maximize the efficiency, effectiveness, overall quality and business experience.►Analyzing, developing, interpreting and evaluating complex system design and architecture specifications, data models and diagrams in the development, configuration and integration of Cisco Contact Centre and Enghouse CCSP. ►Responsible for overall solution architecture, design, development and integration of applications, ensuring high quality coding and scripting standards.►Researches and analyses of network architecture, and recommends network design to implement proposed Solutions.►Work directly with customer for end to end delivery which includes Training/Go Live etc.►Technical Leadership and responsible for overall Project Life cycle incl. analysis, design, development, implementation, support and enhancements.►Preparation of HLD and LLD for internal and external clients.►Lead on the delivery of Cloud contact next generation components development and advance configuration.►Exploring, investigating, appraising and monitoring network infrastructure to ensure networks/Cisco Contact Center/Cloud Contact are configured to function at prime performance.►Preparing and maintaining procedures and documentation for network inventory, and recording diagnosis and resolution of network faults, enhancements and modifications to networks, and maintenance instructions.►Provide Onsite training to both internal and external clients on Cloud Contact technology. Show less