9.6 years of experience in Convergence and Contact Centre solutions on Confidential industry proven product portfolio. Exposure to technologies such as Confidential, ACD, IP office, WFO, CTI, Reporting, Contact Centers, H.323, SIP, ISDN, VoIP, QoS, Networking .
- Strong command over written and spoken English.
- Good document writing and email correspondence capabilities.
Product: Confidential ACD (H.323 and TDM). Configuration, installation and maintenance of Confidential Media Servers S8800, S8730, S8720, S8710, S8700, S8500, S8400, S8300 with Confidential Media Gateways like G350, G700, G650, G450, G430,G350 and MCC and SCC cabinets. Installation and maintenance of Communication Manager (CM 1.x to 6.x), Enterprise Survivable Servers and Local Survivable processors. Endpoints (H.323, SIP, VPN, Digital, Analog, Soft).
Confidential softphone Onex agent, Communicator:, VDI agent, Onex Attendant. Confidential IP Phones 16xx, 96xx, 46xx series.
SIP: Maintenance, troubleshooting and Installation of System manager/Session Manager, SBC.
IP Office: Maintenance, troubleshooting and Installation of IP Office 3.xx to 7.xx
Reporting: Maintenance, troubleshooting and Installation of Confidential Call Management System R11 to R17, ECHI, Confidential connectors, High Availability, Survivable.IQ SERVER.
CTI: Installation, Maintenance and Configuration Application Enablement Services for CTI protocols like DMCC, TSAPI and DLG
Messaging Server: Maintenance, troubleshooting and Installation of Intiniuty,LX,IA770,Modular Messaging server.
AAEP: Maintenance, troubleshooting and Installation of Confidential AURA Experience Portal
ACCCM: Maintenance, troubleshooting and Installation of Confidential AURA Contact Center Control Manager.
ACR & WFO: Maintenance, troubleshooting and Installation of Recording & Quality Monitoring; Workforce Management; Performance Management.
Recording Solutions: Understanding of Trunk Side, Extension side TDM logger for exp Digital logger 9.06 & Analog logger 9.06, Nice perform3.1 & 4.
Tools: Worked on Tools like Confidential Site administrator, Confidential MST, Putty, Hyperterminal, Wireshark (ethereal), CMS Supervisor and VAL (Announcement manager).
- Have done the solution as well as installation of IVR and call centre migration of Confidential Product Like CM6.3,AES6.3, CMS R17,AAEP 6.2,SMGR6.3, SEM 6.3, G450, WFO12, ACCCM 7.1.2 in onsite BASE Belgium.
- Requirement Gathering, Solution Design & Sizing as per customer requirement.
- Preparing Low level & High Level design which encompasses Architectural Diagram, Bill of materials, complete end of configuration, Implementation Plans etc.
- Deploying new Hardware, Installations & Configurations.
- Doing POC, UAT & Sign Off
- Conducting, knowledge transfer session to the Customer as well as field teams.
- Working in Agile Methodology..
Lead Project Egg .
- Have done the installation of Confidential Product Like CM5.2 - 6.x,AES6.x,CMS R16.X,AAEP 6.x,IQ5.x, SMGR6.x, SES 5.2. Confidential Gateway etc.
Lead Engineer - Tech Support
- Member of the Regional Customer Technical Support team (L3), handling ACD, VoIP CMS, AES, IP Office, SIP related service tickets.
- Handling services support for major domestic contact centers of leading mobile service providers.
- Patch Management - Upgrade of firmware / software for Confidential products.
- Backup Management for all leading customers for disaster recovery.
- Health Check and comprehensive audits.
- Review of day to day call closures and proactive engagement with team members to achieve call closures within SLA.
- Proactive Deliverables: Maintaining software repository, Patch Management, Backup management.
- Understanding, planning and rolling out critical bulletins from Confidential viz. PKI expiry etc.
- Working on Metrics such as Escalated call closures, Software Management, 3 day call closures and Customer appreciations.
- Conducting Team Leader level reviews w.r.t Service Delivery with major BPOs and Service Providers in Mumbai Region.
- Proactive maintenance of various Confidential Products in different customer.
- Call centre administration and Maintenance of various Confidential products like
- Media Servers, Call Management System Session Manager, IP office,CMS, AES,Loggers