Sumit Sharma

Operations Associate

Gurugram, Haryana, India10 yrs 6 mos experience

AI ML PractitionerAI Enabled

Key Highlights

15+ years of experience in technical support.
Expert in UCaaS/CCaaS solutions.
Certified in multiple industry-standard technologies.

Stackforce AI infers this person is a SaaS expert with extensive experience in cloud-based communication solutions.

Contact

Skills

Core Skills

AwsCloud ComputingTelecommunications

Other Skills

Amazon ConnectAmazon LexAWS LambdaPythonAmazon KinesisAWS Secrets ManagerGitGithubSession Initiation Protocol (SIP)Avaya TechnologiesMachine LearningJiraAWS Secret ManagerNICE CXOne Studio ScriptingNice CXOne

About

As a Associate Manager at DXC Technology, I have over 15+ years of experience in providing high-quality technical support and solutions for UCaaS/CCaaS customers. I am a Chartered Engineer, an Avaya Specialist, Genesys CX specialist,A Microsoft Teams Expert and Expert in Amazon Connect and also certified in ITIL, RHCE, SSCA,and AWS Solution Architect. I have extensive knowledge and skills in Avaya Cloud (AXP Connect), SIP, Python, Microsoft Teams, AWS CONNECT,Genesys CLOUD CX,AWS services, including Lambda, DynamoDB, API Gateway, Lex (Voice/Chat Bots), S3, and Amazon Connect Streams.Boto3, Amazon Kinesis,Git and GitHub,Oracle SBC, Avaya SBC,Microsoft Azure, Google DialogFlow & Cognigy AI. I am also proficient in customer service, documentation, and training, having won multiple awards and recognition for my outstanding performance and teamwork.

Experience

Dxc technology

Associate Manager

May 2025 – Present · 10 mos · Remote

Overseeing the maintenance of Amazon Connect for multiple insurance sector clients, ensuring seamless customer service operations and Integration for various 3rd Party Systems.
Chatbot Development with Amazon Lex: Designing and deploying conversational chatbots using Amazon Lex to enhance customer interaction and automate routine inquiries.
Lambda Function Development: Creating and managing serverless applications using AWS Lambda, with a focus on Python, to support various backend processes and integrations.
Amazon Kinesis Implementation: Implementing and managing Amazon Kinesis for real-time data streaming and analytics, enabling clients to process and analyze large volumes of data efficiently and Utilizing AWS Secrets Manager to securely manage and rotate database credentials, API keys, and other secrets, ensuring compliance with security best practices.
Team Management: Supervising and mentoring a team of developers and engineers, fostering a collaborative and productive work environment. Conducting performance reviews, providing feedback, and supporting professional development.

Amazon ConnectAmazon LexAWS LambdaPythonAmazon KinesisAWS Secrets Manager+2

Avaya

2 roles

Principal Technical Support Engineer

Sep 2021 – May 2025 · 3 yrs 8 mos

GitGithub

Senior Technical Support Engineer

Sep 2019 – Sep 2021 · 2 yrs

Worked as Day2 Support Engineer for Avaya Private Cloud Service Customer where responsible to managing complex Call routing and Voicemails configuration with multiple service providers. Also responsible for working on Highly complex Configuration Changes and requirements, understood Customer's Business requirement and Provide solution to fulfill it.

American express

Technical Specialist

Jul 2016 – Sep 2019 · 3 yrs 2 mos · Gurgaon, India

Worked as Lead project Engineer for In-house Voice Engineering team for assisted business units for streamlining and revitalizing Contact Center call routing and integration with 3rd Party Solutions (IVR,Call Routings,Recording & Reportings).
Supported relocation and deployment of contact centers.
Coordinated with Different Business unit to understand their Requirement, design the call flows and implement it in Avaya Systems.
Coordinate with various Project Teams for various integrations i.e. Recordings, CDR etc.
Uplift and removal of Hardware from Asia Pacific Locations according to business requirements.

Session Initiation Protocol (SIP)Avaya TechnologiesTelecommunications

Avaya

Sr. Technical Support Engineer

Sep 2015 – Jun 2016 · 9 mos · Hyderabad Area, India

In This role I was responsible to ensure that backups are configured Avaya UC and CC Servers and verify the timing of the backups.
Also Configure Supported Products with automatic back up capabilities to automatically write/back up system configuration information to customer provided backup server, media, or file location. Analyze System information to assess the health of Customer devices and networks and Keeping the software and firmware up to date.
Being part of Avaya Private Cloud Services , I was also responsible to provide alerts when problems are detected,Deliver reports and other data insights and automate routine maintenance tasks to stakeholders.

Agc networks ltd.

2 roles

Senior Support Engineer

Promoted

Dec 2013 – Jul 2015 · 1 yr 7 mos

Technical Support Engineer

Jul 2011 – Dec 2013 · 2 yrs 5 mos

I was in Service & Support engineering at AGC Networks for 4 years. During that time I have held role of Support Engineer and Later and Implementation and Support Engineer.
In that position I was responsible for providing On Field Support & Implementation for various customers , contact center applications, and unified Communications for Avaya Aura products i.e. Communication Manager, Aura Messaging, Application Enablement Servers, Legacy VoIP(TDM) Experience Portal, Call Management Systems, IP Endpoints ,Media Gateways (G450,G650's,G430,G700) ,Media Module cards (DS1,IPSI,CLAN,MedPro) and other software configuration like Vector , VDN's, Skill, COR, COS, E1/T1, Call routing configurations and integration with 3rd Party systems like NICE , CISCO, Microsoft etc.
I also Perform corrective actions to restore Normal Service Operation for customer outages.and Installation of technician-installable Updates designed to fix known software and firmware bugs.