Sr.WFO Consultant

• Jan 2021 - Present

Senior Technical Consultant

• Sep 2014 - Present

• APS (Avaya Professional Services) Sr. Consultant for Avaya India Pvt. Ltd. • Acting as SME for Avaya WFO solution. • designing/upgrade WFO solutions for CALA and EMEA and APAC /ANZ regions. • Complete installation, upgradation and configuration of Verint WFO V11.0/Avaya 12.0/15.X setups. • Implementation and upgrading of existing systems for customers of NAR, EMEA, and CALA & APAC/ANZ. • Provision third party application (NICE/CTI/Verint. Etc...) Integration with Avaya Product like AES/CM. • Knowledge Transfer on WFO and AES products post deployment. • Educate customer support team on L1 Troubleshooting during the handover of project. • Co-ordinate with Presales, Project Team and Customer during the project implementation. • Ensuring Project delivery within scheduled time. • Implementation of Security layers like SSL, Encryption server (KMS/Thales) with WFO. • Coordination with Support Engineering in case of issues during implementation. • Excellent in working closely and effectively with various level of management to satisfy project/productivity requirement. • Demonstrated Team Lead capabilities during the absence of reporting Manager. • Possess exceptional communication and interpersonal skills, analytical capabilities and good customer management skills • Suggest various methods, techniques and processes unique to the Implementation Team to resolve issues and successfully implement solutions more efficiently and effectively • Perform comprehensive validation tests (SAT and/or UAT) to confirm deployment completeness and operational readiness. Show less

Sr. Technical Engineer

• Apr 2013 - Aug 2014

• Technical Specialist (L3 Engineer). Proposing Verint Solution (V10/V11 Version) during setting up IPCC Projects. • Understand the Customer requirement and design Verint solution accordingly with help of internal Technology Team and Verint Solution Design Team. • Define and documentation of SLA during Project transition. • Integration of Verint Application with Genesys/Avaya/Cisco telephony systems. • Supported BT (British Telecom) Verint Cloud Optimization setup Through Tech Mahindra. • Daily troubleshooting on Call Recording issues and HFR/Patch Rollout. • Coordination with Vendors (Verint, Microsoft etc..) in case of escalation. • Knowledge of Cisco IPCC Platform. • Active Participation in Presales for Verint Product. • Expertise in strategizing existing /new customer and streamlining the process to meet the customer requirement. • Being point of Management level escalation & promptly own the Customer issues, work with internal technical team & vendor to provide adequate remediation on with greater sense of urgency. Monitoring ticket queue and managing the incidents through out to resolve within SLA. • Demonstrated capabilities in ITIL Incident Management with expertise in proactive and reactive fault management. Show less

Technical Analyst

• Mar 2012 - Mar 2013

• Technical Analyst (L1 support), Verint India. • Install, upgrade, troubleshoot, and service the Verint product suite for customers. & provide support post deployment, Configuring VOIP AM servers. • Administration and maintenance of Enterprise level Application. • Work as an escalation point for the issues on the Verint call recording system, after 1st level of analysis by Field Engineer & 1st level Engineer of partners site & coordinating with them till the closure of the issue. • Solution review, installation, configuration, test and troubleshooting an implementation and address customer issues to bring to closure, avoid escalation and recognize revenue. • Integrate Verint software in the customers test and production environments • Resolve all outstanding service/support issues as committed and escalate any issues as necessary through Verint Management or as outlined in the Escalation Process. • Strong team player, organized with the ability to plan and prioritize, adapt, open to change and continuously seek opportunities to improve systems, processes and methods • Managing /Installation & troubleshooting Verint VoIP loggers with Ultra 9.3/10/11 setups. • Capturing voice traffic from IP Phones. • IIS 6.0 Configuration & Troubleshooting. • Configuring & Troubleshooting ADAM issues. • Managing Voice Servers. • Consulting with Field Voice engineers, for the server maintenance & troubleshooting. • Impact 360 Ultra V10 Implementation & Troubleshooting with Verint Logger knowledge • Familiarity with Contact Center operations and technology software and tools • Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols • Familiarity with use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG etc., will be a significant plus. Show less

Sr. Infrastructure Engineer

• Apr 2007 - Feb 2012

• Sr. Software engineer, Mphasis an HP company. • Fetching reports from Verint, adding groups, agents, providing permissions to Supervisors post approval etc. • Setting up new coming projects for voice loggers in coordination with Vendor whenever required. • Coordination with respective vendors for all critical issues and escalating all critical issue to higher management. • Setting up the alerts and publish major system notifications. • Monitor CPU, memory, IO, storage utilization and application components. • Action requests from engineering and management teams for troubleshooting and issue resolution and provides relevant logs to engineering team to further troubleshooting and debug client issues. • Provide issue status and incident management and execute changes through change management. • Coordinate with development, operations and vendors. Validating the server sizing as per BOM. • Creation of new Databases, Setup SQL Server scheduled jobs and writing SQL queries. • Administration and providing reports to Domestic clients using SQL Database. • Ensure user satisfaction and productivity. • Daily check of servers for their functionality and Application and Database backups. • Set and manage accounts to provide proper access privileges to servers, folders and databases • Analyzing and implementing OS patches, hot fixes and updates. • Maintain the Technical documents and procedures for an Audit basis. • Installing, configuring & troubleshooting of network operating systems like WIN2k3 Server and internal and external applications used in MphasiS (e.g. MpacT, GyanKshetra and Work Force Management System (WFM)) • Hands on with TDM and VOIP configuration and troubleshooting for Voice Loggers. • Maintaining user profiles, user accounts and user rights on Active Directory. Show less