Muru C.

Experience

• 

  Seagate Technology International

  Aug 1997 - Dec 1999

  Network Engineer

  - Installed,configured and managed NetWare 3.12 network and Oracle DBA

• 

  TMC North America

  Jun 2000 - Jan 2002

  IT Specialist

  - Installed,configured and managed Windows 2000 networks

• 

  Ceycan Group

  Mar 2002 - Oct 2003

  Technical Support Engineer

  - Providing technical support for network, desktop and server issues

• 

  Siemens Canada

  Nov 2003 - Apr 2006

  Network Engineer II

  - Technical support for 3Com / Trapeze WLAN, Data and Security Devices

• 

  Avaya Canada

  Apr 2006 - Mar 2009

  Converged Backbone Engineer III

  - Tier-III level technical support for Avaya Communication Manager ,Media Gateways and AES- Troubleshooting multi-site complex IP Telephony issues

• 

  AT&T Business Solutions

  Apr 2009 - Apr 2010

  Operations Manager

  - Operation Management of Avaya IP Telephony Infrastructure for Large Enterprises (AMEX and Honeywell) Globally

• 

  Avaya Professional Services

  Mar 2011 - Oct 2015

  Senior Consultant / Solution Architect

  - Consulting, design and implementation of large complex UC&C and CC solutions for some of the largest bank and Telco's- Technical Leader for UC &C and CC Project Delivery- SME for Avaya CM, SM/ SMGR, Media Gateways, Aura Messaging (AAM) and AES- Hands-on experience of Avaya UC application; CM, AES, AAM, SM/SMGR, SBC, AAC, Radvision video and SIP/ H.323 endpoints- Preparing project/activity plan, FSD, design/implementation documentation and operations manual - Auditing customer voice infrastructure and providing recommendation- UC Security consulting and implementation- CC application integration; IVR (AEP), ICR, CBA, CMS, IQ, and ACCCM- CTI integration of Avaya IC and Verint / Nice recording- Major Projects: SingTel CC, Standard Charted CC, UC and Security, DBC CC, OCBC CC, RBS CC & UC, Citi Group CC and Apple CC Show less

• 

  StarHub

  Oct 2015 - Jun 2017

  Technical Architect

  - Responsible for translating customer requirements to high/ low level technical design/solution.- Fronting customer in terms of technical design, issues and discussion in Pre / Post Sales Stages - Managing vendors to ensure that the technical design is implemented as required. - Conduct Proof of Concept tests for proposed technical solution- Assist Pre-Sales team on technical clarifications on RFP and Tenders - Assist and support Project Managers on technical design matters during project delivery- Technical Consulting area: UC &C, CC, UCaaS, Networking, WLAN and Security- Solution design with multi-vendor environment: Avaya, Cisco, Alcatel, Verint, HP, Aruba, Fortinet, Blackberry and VMware Show less

• 

  NCS Group

  Jul 2017 - Mar 2018

  Cloud Delivery Architect

  - Design and implementation of Private Cloud Implementation and Monitoring Solutions in a Multi-Vendor ( VMWare, Solarwinds, Cisco and Fortinet ) environment- Managing vendors to ensure that the technical design implemented as required. - Preparing project plan, design/implementation documentation, test plan and operations manual- Security hardening, Vulnerability Assessment and Security compliance review of Cloud Infra Application

• 

  Connex Telecommunications Inc.

  Mar 2018 - Feb 2019

  Contact Center Architect / Engineer

  - Technical consulting, design and implementation of complex CC solutions in multi-vendor (Avaya, Genesys, Audiocode and Verint) environment.- Own and prepare Pre & Post sales solution document for Genesys, Verint and Avaya based CC- Audit Rogers Communications CC and prepare report for senior management with finding and recommendation- Implementation of Audiocode based IP Telephony solution for Rogers Communications CC

• 

  Avaya

  Feb 2019 - Jun 2022

  Senior Cloud Architect

  - Provide technical leadership for Cloud UCaaS and CCaaS customer project delivery and Assists with configuration of Avaya and Non-Avaya products.- Involved in implementation of Avaya OneCloud Private Cloud built project: automated deployment, post deployment configuration and new solutions validation.- Working with different stakeholders for the migration of On-premises to Cloud based Solutions- Define, maintain, and manage configuration document, and artifact and templates- Projects: Advantage Care UCaaS & CCaaS, Telus UCaaS and Clarious UCaaS and CCaaS Show less

• 

  RBC

  Aug 2022 - now

  Senior CCaaS Solution Architect

  • Designing End-to-End Genesys based CCaaS solution for RBC USWM.• CCaaS infrastructure solution design includes Networking, Data Center, AWS / Genesys Cloud, Cloud Connectivity and SIP Trunk Service provider integration.• End to end Security design for CCaaS Solution; Data Classification, DLP, IAM, KMS, SSO, Azure IDP, Crypto Services, Security at Rest & Transfer, Firewall and API Gateways.• Own and Prepare Artifacts as part of the CCaaS design such as Context, Logical & Physical diagrams, integration & security diagrams, call flow diagrams and design documentation in confluence page.• Capture functional and non-functional requirements; User Endpoint experience, CC functionalities such skill routing and Queuing, Call back, Email, Co-Browse, Recording, WFM, Salesforce Integration, Cyara Testing, DR, BCP and Failover Analysis• Prepare presentation, Artifacts and other documentation to Architecture Review Boards and Senior Management for Architecture Approval.• Working with technical and maintenance teams to find out current issues, challenges in existing CC and Integration details.• Arranged brainstorming sessions with business teams and senior management to find out business requirements, organization goals and expected improvements in new CC.• Conducted workshop to Implementation teams, testing team, different technical domain teams to explain the solution.• Engage with Vendor for solution validation, and review RFP / POC Show less