Feb 2020 – Feb 2022 · 2 yrs · Bangalore

• Project - Apple Inc
• Part of Platform Engineering Team which is responsible for Implementing and Deploying Genesys Inbound and Outbound solutions.
• Supporting Genesys Solutions globally in all the Geo’s (AMR, APAC, and EMEA).
• Worked with Genesys OEM for any new release of SIP Servers and other genesis components and tested the functionality by deploying on the lower environment first ( IT and UAT ) before rollout to business.
• Responsible for Genesys Env Infrastructure by regular patching and software upgrades, security certificates management w.r.t. to client guidelines.
• Deployed Genesys Sip Cluster Platform on IT and UAT Environment for all 3 Geo’s.
• Involved in Genesys Solution Migration Project from Premise to AWS Platform.
• Worked on SIP Expansion projects for all the business units to migrate all the advisors from Avaya to Genesys platform and responsible to build the SIP platform by leveraging existing Avaya setup and testing end-to-end call flows before handing over the platform to business.
• Responsible for capacity planning and assist in issues with clients on-ramp of advisors from Avaya to Genesys platform.
• Responsible for designing and deployment of Genesys solution installation, configuration, and testing the voice framework components
• Build and Deploy lower environment for Testing and Development (IT and UAT).
• Involved in the integration of Genesys solutions with SBC and helped the team in resolving Business continuity and Registration issues.
• Involved in Troubleshooting and Identifying the breakpoints between SIP Server, Avaya T Server, and Genesys Framework components as well as troubleshooting ISCC call flows with Genesys and working with Global Voice Support teams to resolve the issues.
• Supporting Change Management and Production support team for any new release up- gradation

Dec 2015 – Feb 2020 · 4 yrs 2 mos · Gurgaon, India

• Responsible for the maintenance of Genesys components (Inbound/Outbound).
• Responsible for solving Contact Center and Telephony related problems, analysis of logs related to SIP Server, OCS, URS, Stat, T server, CCPulse and performing Root Cause Analysis with the help of Incident Management, Problem Management and Change management as per changes in the Customer Setup.
• Handling customer High Level outages and scheduled activities.
• Responsible in making new OSCC live and to implement the new Project with client requirement.
• Installation and upgradation of Configuration Manager, URS, OCS, SIP as well as CCPulse, Calling list upload utility.
• Knowledge of Genesys layers. (Configuration layer, Management layer, User Interaction layer, Media layer, Service layer).
• Monitor the Genesys solution applications availability using Solution Control Interface and proactively acting on the alarms.
• Creating Routing strategy in IRD for outbound solution.
• Troubleshoot Calling list upload utility tool/CLDB related issues which is using for uploading customer data for dial out.
• Working on reporting related issues on INFOMART, ICON, Packages, and Store Procedures.
• Configure and Manage OSCCs reporting on database.
• Creating and managing web-based Agent desktop dialer for calling and troubleshooting on dialer related issues like SIP end point registration.
• Addition and deletion of CLIDs in Database and campaigns as per request raised by customer.
• Responsible for Implement the CR and WO (Creation of Table access, Calling list, Agent Groups, Campaigns, DN, Agent IDs, Routing points OR any changes required at application end) within SLA timeline.
• Implementing server reboot activity on quarterly for better performance of server under CR.
• Performing the UAT for newly live call centers and checking call connectivity, reporting tools, Genesys application related issues and providing proper guidelines to call center team regarding Genesys application, Dialer and Reports.

Dec 2010 – Nov 2015 · 4 yrs 11 mos

• 1. Well versed with ITIL fundamentals and having good knowledge of Change Management, Incident Management & Problem Management.
• 2. Commissioning, Set up, operation and maintenance of the Dialogic soft Switches and Media gateways.
• 3. SS7, SIP and ISUP Trunk groups’ configuration in EMS console for transition of calls –, SIP to SIP, ISUP to SIP and vice-versa.
• 4. Analysis of whole Bharti Airtel traffic, creation of new Trunk Groups, Add new routing plans & policies in Veraz soft switch as per requirement.
• 5. E1s augmentation to avoid congestion of channel for better network availability.
• 6. Routing of calls based on DNIS & TG to respective ACD (Automatic Call Distribution)
• 7.Coordination with MSC for E1 connectivity. Deployed Dialogic Gateways for TDM to IP conversion and vice versa.
• 8. Analysis of traffic over Media gateway (I-Gate 4000), coordination with field team for connection of E1 over it and create signaling for appropriate E1.
• 9. Having good Knowledge in XML scripting for Digit & Parameter Conversion
• 10. Plan Disaster Recovery, Upgrades and Backup for all Voice devices
• 11.Having Understanding to enable ethereal and debug traces for level 3 troubleshooting.
• 12. Analysis of P2P Report, MAX. TG Report & Failed Call Report for smooth operations.
• 13. knowledge of M3UA, MGCP, SIP, ISUP & PRI protocols.
• 14. Coordinate with OEM for capacity related issues and for new business requirements as per customer needs.

Dec 2010 – Nov 2015 · 4 yrs 11 mos

• Maintenance and management of Avaya Aura Contact Center 7.0 CS1000E Release7.5,7.0,6.0,5.5 UCM, MAS , MSC servers with Avaya Contact Center 6 & 7 and Veraz of Six Hub’s in India.
• 6 IP Telephony hub’s of India are on Nortel IP Telephony having CS1K 7.0 rls and Avaya Aura 7.0 contact center and UCM and MAS servers.
• 24X7 support to 70+ Outsource call centers of Bharti Airtel for Priority 1 issues.
• Planning of new projects with customer and implementing on all locations of Bharti OSCC’s.
• Receive handover from implementation team for Avaya Contact Center and communication server.
• Member of Incident management team working in 24X7 environment and responsible for troubleshooting for Priority 1 issues including major site outages.
• Performing day to day monitoring, Maintenance and management activities on call center equipment.
• Implement the changes at CS1000E/contact center/Switch Level and ensure adherence of Change process.
• Handle escalated routing issues and changes onsite.
• 3rd level escalated support to team members for priority 2 and 3 level issues.
• Analyzing various CS1K & SS logs before interacting with Avaya GNTS / GNPS Teams for design related issues.
• Handle the bandwidth management related issues.
• Interaction and coordination with vendors and Product principles like MSC team, Verint , Veraz ,Avaya.
• Create a Knowledge base at Site for all known problems & train the L1 level engineers.
• Successfully Implemented GSD settings on Nortel /Avaya and Verint Servers.
• Successfully implemented BCP process for Bharti Platinum Processes.
• Ensuring 99.50% uptime of all Voice servers.