Experience

• 

  Infonet asia pvt ltd

  Jul 2001 - Feb 2003

  Field engineer (t)

  Voice Mail System: Experience in • Integrating Voice Processing System, a QNX based operating system developed by Quantum Inc. with EPABX Systems.• Installation/Configuring of Dialogic Card, SCSI Card for Voice Processing Unit.• Configuring Auto-attendant & Voice mail packages• Configuring Mail Box Manager• Integrating third party Automated Attendant / Voicemail Packages with Digital Exchanges.Call Billing: Experience in • Installation/Troubleshooting of Call Billing/Monitoring Software under Windows Operating System. It is front-end software, which monitors call charge based on the pulse rate loaded in it and other relevant information like date, time, duration, destination number, extension number etc., for both reversal and non-reversal DOT lines, developed by Tata Telecom Limited. JIS protocol is being used for getting call charge information.• Integrating PBX with third party Call Billing systems.Networking of EPABX Systems: Experience in • Interconnecting two digital EPABX Systems through Tie Line Management Systems (R.D., L.D. & O.D. Lines)• Configuring/Tuning EPABX System & router for E&M line Connectivity Show less

• 

  Cyberbazaar india pvt. limited

  Feb 2003 - Aug 2004

  Telecom engineer

  Experience in• Maintenance of Alcatel OmniPCX 4400 • Programming PBX for ACD & Third party voice mail systems.• Integration of PBX with Spectel Conference CTI server with Voice recording unit.• Installation of ISDN (PRI & BRI) Lines & Testing.• Analyzing Incoming & Outgoing Traffic using Phonecontrolpro software.• Installation & Configuring of Conference (CTI) server, running on UNIX & Windows Operating Systems.

• 

  Ramco systems

  Aug 2004 - Apr 2005

  Sr.network engineer

  • Installation & Maintenance of Nortel Meridian 1 Option 11c, 61c Systems.• Configuration of Call Pilot, a Unified Messaging system from Nortel • IP Peer Networking with H.323, through Succession 1K System• Maintenance of Nortel Passport 7480, a Multiservice Access switch for Call Centres.

• 

  Computer sciences corporation (csc)

  Apr 2005 - Feb 2007

  Sr. engineer

  • Was working with Nortel CS1000 platform.• Supporting Australian clients for their telecom infrastructure.• Maintenance of Nortel IP telephony network.• Exposure to Symposium Call Center Server.• Exposure to Unicenter Service Desk and Remedy Tools.• Undergone Cisco CVoice training.• Attended ITIL training course/workshop.• Administration of Cisco Call Manager.

• 

  Tata communications limited

  Feb 2007 - Jun 2011

  Manager – ipcc operations

  * Worked in Network Operations Center (NOC) in Enterprise Voice Division.* Implementation / provisioning of new customer projects* Taking complete ownership with respect to managing the customer project, right from implementation / delivery (technical) to handover to Service Operations Center (SOC).* Interacting with Sales / Business Development team during implementation / customer service-support upgrade.* Managing Vendor and conducting periodic review meetings.* Liasioning with Solution Architect team for customer requirement / solution vetting.* Working on customer tickets escalated from Service Operations Center (SOC)* Customer escalation handling and continuous engagement with them through conference calls.* Interaction with Engineering during platform/network/server upgrade / expansion.* Participating in test case validation / execution along with Engineering / Vendor team.* Updating Product team periodically on platform / network utilization and capacity.* Experience in Implentation of Genesys Hosted IP Contact Center (GHIPCC)and Cosmocom Hosted IP contact center (CHIPCC) Show less

• 

  Volvo india privatelimited

  Jun 2011 - Mar 2016

  Deputy manager

  * Installation and Maintenance of peterConnects & Enghouse interactive Automated Attendant Systems.* Upgrade and Management of Cisco UCM & UCCE suite of applications.* Integration of peterConnects with MS SFB for presence.* Solution design of call/contact center call flows and setup of customer service desk.* Preparing RFP proposals and validating / shortlisting prospective vendor for service offering.* Budgeting of the infrastructure spending for the upcoming year.* Training key customer side contacts on the usage of solution; Knowledge Transfer / handover of solution to operations for Run time support. Show less

• 

  Hcltech

  Apr 2016 - now

  Consultant

  • Working in the role of Lead Architect in designing and managing European based customer Telephony, Video & Contact Center solutions (in Genesys Cloud CX).• Participate in the pre-sales process to understand the customer environment and requirements, and responds to RFP/RFI/RFQ. Preparing customer infrastructure for Genesys Cloud CX by getting the FQDNs and IPs/Ports opened/allowed in the customer FW.• Developing Group Policy Object (GPO) for Genesys Cloud CX QoS with Windows clients.• Working with customer business contacts to run the AQA tests to determine the voice path the communication takes and to record MoS values.• Having experience in integrating customer on-prem PSTN service to Genesys Cloud CX using BYOC-premise. Integrating customer Org of Genesys Cloud CX with Intrado ERS for E911 routing based on Ray Baum’s law for compliance.• Have experience in developing customer infrastructure for Genesys Cloud CX and implementing design complying with India Telecom laws and regulations. * Have handled CC migration from Cisco UCCE to Genesys Cloud CX. Handling business requirement gathering workshops with customer business, translating them to technical requirements, and thereby implementing/onboarding them onto Genesys Cloud CX.• Integration of customer org of Genesys Cloud CX with Azure AD for AD group sync and MS TEAMS presence and for Single Sign On (SSO). • Gathering business requirements and breaking them down to arrive at the solution technically. Translate defined requirements and proposed solutions, into Statement of Work (SoW).• Preparing design Artefacts with different layouts according to the maturity level with each of the Gates the project passes and presenting it to the Architecture Review Board & EA certifier seeking approval, ensuring the solution adheres to the architectural and quality standards and policies.• Architecting/design of MS TEAMS Direct Routing Solution using Sonus 5400 SBC and Cisco ISR 44XX series SBCs. Show less