Oct 2016 – Mar 2018 · 1 yr 5 mos

• Technical Lead for an American multinational investment banking and financial services corporations Instituational clients group. Handling Interactive Voice reponse application support and enhancement task coordination between technology, business and operations.
• As a Technical Lead, manage a team to provide production support, handle project tasks for IVR technology, coordinating between operations, technologies ( IVR development, infrastructure ) and business to drive the development, testing and implementation of IVR self-service applications.
• Work with CEMEA, LATAM and ASPAC business on IVR application issues, enhancements and fixes.
• Agent desktop CTI tool integration and support for operations team.
• Co-ordinate UAT for IVR application enhancement test cases, language testing etc., to meet project testing and implementation schedule.

Dec 2013 – Oct 2016 · 2 yrs 10 mos

• As an Application Architect handle Infrastructure design, Configuration, Implementation and integration of Cisco UCCE 8.5 with various call center applications and Avaya Voice components.
• ICM-IVR application interaction design and performance optimization. Design, develop and test prior to implementation
• Work with pilot team in proof of concept build for end to end UCCE 10.x setup using Cisco CVP as call director and CUCM for agent end points, Jabber.
• ICM, CVP scripting, CUCM configuration, Finesse integration and testing, Social miner integration to demonstrate proof of concept.
• Design reviewer for various voice projects globally.
• Attend PDP phase of projects and provide solution and high level sizing for projects.
• Reviewer and approver for change management requests for changes related to UCCE, Carrier routing changes and Avaya vectoring.
• Handle network call designing tools like AT&T's Route-It, British Telecom's Inbound Architect, Call Traffic Controller, Verizon's Network Call Manager etc to setup network level call routing design.
• Steer and guide Voice team per the blueprint road map of voice technologies.

Feb 2013 – Nov 2013 · 9 mos

• Onsite deputation as Tech Lead to handle a major project for the clients - to migrate voice contact center infrastructure, call flows from ACD only model to Network IVR integrated with Cisco ICM and Avaya ACD for self servicing capabilities and intelligent call routing
• Infrastructure design, Configuration, Implementation and integration of Cisco ICM 7.2.3 with various contact center applications and Avaya Voice components.
• ICM Consolidation and optimization for EMEA markets.
• Handled application design, development and implementation of voice migration project for EMEA from AVAYA platform to Network IVR ( Eckoh )
• ICM-IVR application interaction design and performance optimization. Design, develop and test prior to implementation
• Handle voice traffic migration from Avaya fronted setup to Network IVR application working with British Telecom to setup Network call routing using BT's CCS and Voiceport network capabilities.
• Setup Voice plans and handle migration using BT's Call Traffic Controller Tool.
• Design and implement translation routes from Network IVR to distributed call centers in EMEA
• Install ICM Peripheral Gateway to integrate 3rd party ACD into Core ICM network.

Nov 2010 – Jan 2013 · 2 yrs 2 mos

• Responsibilities:
• Technical Lead for offshore contact delivery and management team for an American multinational financial services corporation.
• Handle voice application development projects involving design, scripting and testing.
• Design and implement ICM scripting to drive IVR application logic hosted in Network IVRs by Tellme 24x7 Inc, Nekotec-Loquendo, Eckoh UK Ltd, hollyconnects® etc., depending on the region.
• Programming AVAYA ACD Vectors to complete call routing to agents
• Work with Various Telco's such as AT&T, British Telecom, Verizon etc to setup network level call routing using their intelligent voice platform capabilities.
• Handle network call designing tools like AT&T's Route-It, British Telecom's Inbound Architect, Call Traffic Controller, Verizon's Network Call Manager etc to setup network level call routing design.
• Work with various vendors like Cisco, HP, IBM to design and implement various voice solutions, including hardware procurement, racking and stacking for setting up ICM peripheral Gateways to support client's expanding call center network.
• Handle voice migration projects to implement IVR application solution and traffic cutover with zero or minimal downtime.

Sep 2008 – Oct 2010 · 2 yrs 1 mo

• Responsibilities:
• Lead a team of Aspect trained engineers responsible for design, implementation of call routing solution for EMEA region of HSBC Bank / Operations using ASPECT ACD network.
• Implement complex precision routing logic, an in-house built solution with custom application and IPNIQ feature of ASPECT Call Center ACD
• Responsible for managing teams, staffing, handling escalations.
• Handle daily / weekly /monthly meetings with team, to provide appropriate feedback on performance and conduct performance appraisal discussion.
• Prior to handling the team, had worked as IT Infrastructure engineer responsible for contact center delivery.
• To analyze, design and implement call routing designs using Cisco ICM, ASPECT CallCenter ACD working with different teams.

Mar 2006 – Sep 2008 · 2 yrs 6 mos

• Responsibilities:
• Providing the necessary Telecom infrastructure for the Data Processing center and testing the same for User Acceptance test.
• Maintenance, Testing and troubleshooting of Aspect ACD 500R.
• Work closely with CTI, IVR, Dialer teams to implement complex call routing design solution.
• Configuring and generating the Reports for Aspect as per the requirement of the users using Crystal Enterprise application.
• Plan, design and implement call routing design, using various methodologies in ASPECT ACD & ECS
• Maintenance, Testing and troubleshooting of Witness Eyretel Voice recording systems and Eyretel Application servers
• Maintenance and Administration of Nortel Meridian CS1000 M MG and 11C PABX systems for GR sites across EMEA and ASIA PACIFIC regions
• Configuring Nortel VOIP phones, Digital and analog phones, tie lines, fax and performing other day-to-day activities on varies voice networks.
• Administration of CTI and various other critical call center related servers
• Configuring and maintaining Tandberg Videoconferencing Equipments such as Tandberg 8000, 1000 MXP, 150 MXP
• Handling Tandberg MCU and VCS unit for scheduling multiparty videoconferencing between different protocols
• Implementing Video Conferencing solution for Senior Management team by considering the factors Qos, Jitter, Network Delay and Packet loss.
• Integration of Video Conference as a UC solution with various voice and data end points and make sure the effective communication by utilizing lower BW, Least Cost Routing and LHNR.
• Handling Process migrations, coordinating with the Project team and Technical team from offshore
• Remote support for any voice related issues reported from GR sites across EMEA and ASIA PACIFIC regions
• Monitoring and troubleshooting the Network slow response issues using the various monitoring tools such as Sniffer (Wire shark)

Sep 2004 – Mar 2006 · 1 yr 6 mos · Chennai Area, India

• Client : Synergy Log-in Systems Ltd, Chennai.
• Role : Production Support Engineer
• Responsibilities:
• Worked for Synergy Log-In Systems Ltd, Chennai in the areas of Bug-fixing and support process by Reksys Technology Solution Pvt. Ltd. Provide consulting services to clients on Power Builder, Oracle based systems. Consulting services include providing remote assistance, trouble shooting production problems, software maintenance, custom software development etc.
• Network maintenance, installation, software support for Reksys Technology Solution Pvt Ltd.
• Technology : Power Builder, Oracle.