Yogesh M.

Experience

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  Wipro Limited

  Mar 2015 - Apr 2018

  • Handling Video conference calls• Checking recording solution• Scheduling webinars • Installation and Configuring IP Phones• MACD task• Troubleshooting Voice Calls (Cisco RTMT)

  • Collaboration Support Engineer

    Aug 2016 - Apr 2018

  • Information Technology Engineer

    Mar 2015 - Aug 2016
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  Velocis Systems Pvt Ltd.

  Apr 2018 - Feb 2021

  Collaboration Deployment Engineer

  • Installation and configuration of Cisco Expressway series, Cisco CUCM and IM and P, Cisco Meeting Server and CMS Recorder• Configuration of SIP Voice Gateway MGCP and Trunks to third party Products• POC for demo of Cisco WebEx solution, Small working deployment model solution• Knowledge on SIP signaling, Causes codes, Messages, SDP etc.• Extensive knowledge of installing Cisco IP phones & Cisco Video Conferencing devices with advanced configurations on CUCM• POC for demo of Cisco WebEx solution and working deployment model solution• Possess excellent technical, troubleshooting, analytical and communication skills. Show less

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  Zensar Technologies

  Jun 2021 - Feb 2023

  Contact Center Engineer

  • Supporting Cloud Contact Center• Proficient in user management, role configuration.• Working with technical support from WebEx TAC for required communications issues• Managing and Administrating WebEx Control Hub.• Configuration & Troubleshooting of IP Phones• Customization by using APIs• Automation of daily task with python scripting• Configuration of Dial Plan, Dial-peers and Digit Manipulation• Configure ACD Skills and Language Skills, agent utilization, wrap-up codes, After Call Work, Plan and configure ACD queues and routing and Admin settings.• Generate reports on system usage metrics and performance.• Conduct regular system audits to identify areas for improvement. Show less

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  Servion Global Solutions

  Mar 2023 - now

  Sr. Contact Center Engineer

  • Build Advanced Genesys Cloud Architect Flows and Integrations• Design and Implementation of WebEx CC• Migrating the Customers from legacy platform to the Cloud Contact Center• Implement BYOC solution with enterprise SBCs• Integrating 3rd party tools with Genesys Cloud CX using APIs• Troubleshooting flows with Execution History and Participant data logs• Configuring Different Features like Skill Based Routing, PIQ and Callback• Troubleshoot and Debug WebEx CC 2.0 Call Flows• Managing Roles, Permissions, Divisions and Licenses• Plan and configure ACD Queues and Routing• Managing Emergency Group, Data Tables• Configuring Internal and External Trunks in Genesys Cloud CX.• Salesforce CRM data actions, and API based 3rd-party integrations. Knowledge on Data table, System and User Prompts, Outbound dialing features such as use of Call Lists and Do Not Call Lists, Dialing campaign• Proficiency in scripting languages (Python) for automation.• Strong understanding of telephony protocols (SIP, RTP) and network infrastructure.• Working closely with other IT team members to ensure system stability. Show less