Anupam Dewedi

Operations Associate

Bengaluru, Karnataka, India8 yrs 10 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

Expert in contact center technologies and solutions.
Proven track record in customer support excellence.
Strong background in applied machine learning and AI.

Stackforce AI infers this person is a SaaS expert specializing in contact center technologies and AI-driven solutions.

Contact

Skills

Core Skills

Contact CentersApplied Machine LearningVoice Over IpVideo ConferencingTelepresence

Other Skills

APIAPI managementAnalyticsApplication Programming InterfacesApplication behavior analysisArtificial Intelligence (AI)Artificial Intelligence for BusinessArtificial Intelligence for DesignAudio and Video ConferencingBreak-fix solutionsCUBECUCMCUICCisco Call ManagerCisco Telepresence

About

With a Master of Technology in Data Science and Artificial Intelligence from Birla Institute of Technology and Science, Pilani, I have stepped into the role of UCCE TAC at Cisco, where I leverage my expertise in contact center technologies. My core competencies include generative AI, large language models, and applied machine learning, which I apply to deliver end-to-end solutions for our clients. At Cisco, my team and I focus on delivering break-fix solutions, initial deployments, and application behavior analysis for UCCE and PCCE solutions. Our commitment to customer support and service excellence is paramount. We strive to integrate sophisticated data-driven approaches into our workflows, ensuring that the organization's culture of innovation and customer satisfaction is always at the forefront.

Experience

Cisco

2 roles

UCCE TAC

Jun 2023 – Present · 2 yrs 9 mos · Bangalore Urban, Karnataka, India

Cisco TAC has acted as a single shop stop and helped customers and services to gain extended support on Products and Protocol Procedures. I am currently working as a backbone engineer for the contact center technologies.
Providing end to end break-fix, initial deployments, upgrades, application behavior analysis for UCCE and PCCE solutions.

Contact CentersUCCEPCCEBreak-fix solutionsApplication behavior analysisApplied Machine Learning

UCCX TAC

Apr 2021 – May 2023 · 2 yrs 1 mo · Bangalore Urban, Karnataka, India

Providing end to end break-fix, initial deployments, upgrades, application behavior analysis for keywords like UCCX, Finesse, CUIC, CCP(aka socialminer),etc. are some of my daily deliverables.

UCCXFinesseCUICBreak-fix solutionsApplication behavior analysisContact Centers+1

Verizon

Engr(CSLT)-Lifecycle A&E

Dec 2020 – Apr 2021 · 4 mos · Bengaluru, Karnataka, India

Prolonging to my previous experiences, I understood that Cisco Collaboration has been a jack of all collaboration services along with the prudent
technology which has been deployed in the core heart of the customer networking Voice and Video topology.
My roles and responsibilities while being on this role is listed below:
● Responsible for initial setup and deployment of SIP related circuits.
● Providing lifecycle deployment documentation for the customer network setup.
● Handle priority escalations and SLA based customer cases.
● Assisting global Verizon customers for their voice call related issues.
● Integration of new sites and performing media cut overs via MPLS and SIP Trunks.
● Working on Virtual Machines and API management to provide better infrastructure control.
● Creating KB documents for my peer references.
● Providing timely trainings and attending the same to bridge the skill gap.

SIPAPI managementLifecycle deployment documentationVoice call related issuesVoice over IPContact Centers

Aricent

Cisco TAC Multiservice

Jun 2019 – Dec 2020 · 1 yr 6 mos · Gurgaon, Haryana, India

I have worked for the TAC Multi-Services Team to provide the end support to Cisco Global customers day in and day out.
To sum up of and extend all what i learned while being in Cisco CMS project, I dived deeper into the core of the technology of Gateways, CUBE and CUCM.
CME/SRST, CUBE, CUCM, Voice Gateways (SIP, H323,MGCP,SCCP), ISR-G2’s, G3’s, and ISR-4K, along with CUE integration with the CME are major keywords i supported.

GatewaysCUBECUCMVoice GatewaysContact CentersVoice over IP

Hcl technologies

Cisco CMS TelePresence Engineer

Feb 2017 – Apr 2019 · 2 yrs 2 mos · Noida Area, India

VCS(C&E), TMS and TMS-XE, TMS-PE, Tandberg, CTS, IX,Spark Rooms (formerly), Webex Boards, Room Kits, Conductor, CMS, TPS, MCU are some major keywords i made hands-on upon.
Worked in production environment to provide Audio and Video Conferencing solutions to the customer.
Telepresence Endpoint fault isolation including codec replacements. I have as far performed multiple codec replacements including both the Tandberg, CTS , IX , Webex Rooms and TX models.
Support to customers for Video Conferencing integrating along with Web-Ex and external conference bridge. (Bluejeans is one prominent external bridge i have worked with).
I have received multiple appreciations from Clients and Customers and was the best performer consistently from the past 8 months.
I provided support to Premier Customers like Pfizer and General Electric from February,2017 till August,2017 and Proctor&Gamble and Johnson&Johnson from September,2017 till September,2018.
I supported the Go To Market Video team which includes multiple customers such as Pepsi, SAP, Baxter Healthcare, Hilton, Barclays, The Home Depot, American Express, Ford, UTC, etc.

Audio and Video ConferencingTelepresenceWebexCodec replacementsVideo Conferencing