SUMMARY:

• 7+ years of experience in Plan, Design, implementation and operational support on Cisco Unified Communication and Unified Contact Center Enterprise.
• Worked as Voice Engineer to provide services to major global customers, drive service and process improvements, Incident/Problem, Change/Release, Security, Risk/Compliance, Disaster Recovery, and Proactive Monitoring, culmination of which resulting in highly available and resilient systems and services.
• Well - versed in implementation, design, migration/upgrade, troubleshooting with Cisco Unified Contact Center Enterprise(UCCE) up to v11.5, Cisco Unified Contact Center Express (UCCX ), IVR Implementations, Call Studio, CUBE, CUSP, Cisco Unified Call Manager (up to v11.5), Cisco Unity & Unity Connection, Video, Cisco Jabber, Bulk Administrations (BAT), Telepresence, Automated Call Distribution (ACD), Email Interaction Manager (EIM), Cisco Unified Intelligence Center (CUIC), Unified paging, CER for large scale call center and IPT environments on CISCO UCS platform
• Intensive working experience with scripting with ICM, CVP, CCX IP-IVR, CALLSTUDIO
• Working experience with Peripheral Gateway of ICM, CTIOS, SIP Dialer Outbound campaign, CUBE.
• Experienced in troubleshooting with signaling protocols H.323, SIP, SCCP, MGCP, RTP etc. Voice gateway build configure and dial plan designs and implementation
• Experience of administering & troubleshooting with Microsoft Windows servers and operating system, Virtual machines VMware, FTPs, Linux environment, MS SQL server 2012, working with SQL database.
• Excellent knowledge of implementation and troubleshooting with Cisco CAD, CTIOS, Finesse and Salesforce.
• Good working experience working with datacenter and hardware Rack, load and configure virtualized Servers
• Experience with Troubleshooting with tools Prognosis, Cisco RTMT, dumplog, procmon, wireshark, notepad ++, Putty.
• Working experience with ISI Infortel, Emergency Responder, disaster recovery.
• Extensive working experience with at&t Route-it carrier routing.
• Working with call studio, Create & modify call flow in java script& deploy in CVP. Exception handling in Call studio.
• Working with video end points Cisco Spark, Lifesize, Tandberg, Polycom video end point configurations, working with VCS, Expressway and TMS. Skype and Webex administration and testing and support.
• Working with Cisco Unified Attendant Consoles (CUAC), ShoreTel, Polycom, Crestron, Avaya phone systems.
• Worked on Cisco Prime License Manager.
• Oracle Communications Application Session Controller, Avaya Session Manager, System Manger & SIP technology
• Good knowledge configuring voice gateways, VXML gateways, Codec and deploying routing protocols like OSPF, BGP, EIGRP, RIP on Cisco routers 2600, 2900, 3600, 3900, 7200, ISR 4400 series.
• Proven Knowledge in Call Recording, Video Recordings, Quality Monitoring (QM) and Workforce Management (WFM), Reporting, F&S systems in Verint and NICE systems.
• Good experience with TAC coordination with Cisco and third-party vendors like InContact, Verint, ISI Tele, various carrier AT&T, Verizon, TWTC etc, on resolving the system & application issues.
• Directing and leading development team from project initiation thro ugh delivery of final product, communicate effectively with technical and non-technical audiences.
• CCNA, CCNP s

PROJECTS AND WORK EXPERIENCE:

Confidential, Columbus, OH

Responsibilities:

• Performed requirement clarifications with multiple technical and Business teams.
• Developed UCCE/ICM scripts for the complex contact call flow for the State Auto contact center.
• Troubleshooting with CVP, Call studio, Media server and Confidential ICM components Router, Logger & PGs, and Cisco Finesse.
• ICM - Precision routing for the contact center. Finesse screen-pops.
• Working with and troubleshooting with Verint recorder, QM, WFM and reporting.
• Upkeeping & maintaining of UCCE, UC and Verint servers - Patching, Monitoring, Maintenance.
• Update routing and Troubleshooting CUBE, CUSP.
• ICM configurations, bulk configuration (Skill groups, Services, Route, Variables etc)
• Working with Cisco Finesse servers and Finesse agent settings. configuration of Finesse. Troubleshooting of agent and Finesse tool/server issues. End to End call flow testing and System/UAT testing Support.
• Various call routing issues troubleshooting with CUCM, Jabber, voice gateways, SIP trunks.
• Verint Quality Monitoring (Verint Call recording system) and Workforce management, various reporting for contact center.
• Working with administering of Aspect ACD and configuring phones.
• Working with Egain Exony report capturing, Historical Reporting.
• Administration and troubleshooting with Cisco Attendance Console

Confidential, Hartford, CT

Responsibilities:

• CVP scripting, VXML scripting and IVR development for various IVR requirements. Tracing and troubleshooting call routing issues on UCCE/ICM
• Scripts. Understand the call flow and Visio call flow update and documentations.
• Performed implementation and handover requirement
• Working with call studio, update and modify java scripts.
• Performed Route-it plans, update TFNs, Terminations and perform Carrier
• Routing requests for the contact centers.
• Extensive knowledge on with UC and Confidential 10.5.x and 11.5.x.
• ICM configurations, bulk uploads (Skill groups, Services, Route, Variables, etc)
• Experience with configure and troubleshooting with Router, Logger, AW, HDSPG configurations.
• Working with Cisco Finesse servers and Finesse agent settings. Installation and configuration of Finesse. Troubleshooting of agent and Finesse tool/server issues. End to End call flow testing and System/UAT testing Support.
• Working with CUCM bulk administration tools - creation, validation execution
• Outbound dialers and Outbound Campaigns
• Performed Verint Quality Monitoring (Verint Call recording system) and
• Workforce management systems
• Working with Crestron touch panels, AV systems like Tandberg, Lifesize etcSupport and testing co-ordination for the Working with Microsoft Skype with
• Cisco Spark video end points. Working with Video end point configuration
• VCS, Expressway and Telemanagement Suite (TMS) experience.
• Working with Cisco Unified Intelligent Center, report capturing, CUIC custom reports, Historical Reporting
• Updating Route Group/List/Pattern, paging and Hunt Pilot, translation pattersPLAR, working with mobility, class of control, CUCM enterprise parameters, configuring media resources, working with CDR tracing, RTMT log tracing for troubleshooting with the voip calls.
• Supporting and troubleshooting Confidential infrastructure, working with Diagnostic
• Framework Portico, Confidential logs, Trace Settings, PG logs, Route Call Details
• (RCD) record and Termination Call Details (TCD) and Log Collection FinesseTroubleshooting call routing issues on MS SQL server 2012 database On call Support.

Engineer

Confidential

Responsibilities:

• Involved in discussing Requirement Clarifications with multiple technical and Business teams.
• Worked with UC anhid Confidential for upgrades from v8.5 to v10.5. Step upgrade and platform change.
• Configurations of gateway Dial peers, IPT/CUCM, Unity voicemail system and Cisco IP phones.
• Configurations & Troubleshooting of Confidential 10.5 components in Duplex deployment model environment.
• Configuring Cisco UCS servers and VMWare for Confidential deployments
• Installed and deployed Cisco CUCM, Unity Connection.
• Working with unified mobility.
• Wide range of AVAYA and Cisco phones, Cisco Unified Attendant Consoles, AVTEC systems, Polycom phones etc.
• Scripting and configuring with ICM for contact center call flow.
• Gateway dial-peer configurations as per the business requirement.
• Working with configuring, troubleshooting AVAYA PBX.
• Cisco Emergency Responder. Working with CER, ERL and ELIN setting for the site and call flow update for the 911 calls for the sites.
• Configuring, Managing and Troubleshooting Cisco Unified Presence.
• Configuring, Managing and Troubleshooting Cisco Jabber.
• Updating Route Group/List/Pattern, paging and Hunt Pilot, translation patters, PLAR, working with mobility, class of control, CUCM enterprise parameters, configuring media resources, working with CDR tracing, RTMT log tracing for troubleshooting with the Voip calls. Configuring Route Group, Route List, Route Pattern and Hunt Pilot. Configuring Device Mobility, Device Pool, Partitions & CSS.

Associate Engineer

Confidential

Responsibilities:

• Installation and configurations of Confidential 9.0 components in Duplex deployment model environment. Configuring Cisco UCS servers and VMWare for Confidential deployments.
• Configurations of gateway Dial peers, IPT/CUCM, Unity voicemail system and Cisco IP phones.
• Working with Session Controller, Avaya Session Manager, System Manger & SIP technology.
• Installed and deployed Cisco CUCM, Unity Connection.
• Building ICM scripts as per the call-flow and project Visio plan.
• Configuring, Managing and Troubleshooting Cisco Unified Presence.
• Configuring and Managing Pots and VOIP Dial-Peer.
• Configuring and Managing Voice Protocols: H.323, MGCP, SIP, and SCCP, PRI/T1 gateways
• Configuring Route Group, Route List, Route Pattern and Hunt Pilot
• Gateway dial peers configurations as per the business requirement.
• Testing of end to end call flow.
• Supporting and troubleshooting Confidential infrastructure.
• Configuring, Managing and Troubleshooting Cisco Unified Communication Manager.
• Configuring, Managing and Troubleshooting Cisco Unity Connection.
• Configuring and Integrating CUCM with Cisco Unified presence and Cisco Unity Connection.