Professional Synopsis
• Technically astute Professional with expertise in successfully completing large-scale projects on various platforms and technologies within multiple constraints in Contact Centre environment.
• Proficient in Call Centre Technology products like UCCE, CUCM, Verint, CVP, Call Centre Applications, Video Conferencing, CUIC & Business MI reporting, WebEx and WebEx connect, Symon, Queue Buster, Tele-presence, Dialler
• Adept in Installation & Commissioning, Testing, Troubleshooting of all Products at component level.
• Cisco Certified (CCVP).
• Lead a technical team through project development phases: analysis, development, implementation and transition to Support with proven ability to motivate team members. Ability to use sound judgment, decision-making skills and thrive in a deadline intensive environment, multi-task, performs under pressure and meet deadlines.
Core Competencies
Transform Business Logic into Call Flows for Cisco IPIVR, CVP, & ICM Scripts ▪ Run workshops to develop customer contact strategies, potential solutions and deliver detailed requirements, HLD & LLD and Test Scripts ▪ Product development ▪ PCI Compliance ▪ SLA Management ▪ Management of Technology partners ▪ Integration of different 3rd Party Vendors and Service providers ▪ Stake holder Management. ▪ Change Management ▪ Problem Management ▪ Capacity Management ▪ RCA ▪
Technical Expertise
• Verint Call recording, Verint Application Event Trigger for PCIDSS, and Witness Screen Capture configuration and administration
• Verint Workforce management , Forecasting and Scheduling
• Verint Quality Monitoring
• UCCE / ICM Configuration, Scripting & Troubleshooting.
• Cisco Call Manager, CUCM, VGW knowledge, VG224, ATA, UCS.
• CVP, IPVR scripting.
• Cisco Webview/CUIC
• Call Centre & Business MI reporting- CUIC.
• Cisco Unity Connection
• CUPS, SIP Proxy
• Cisco ACE
• Cisco Tele-Presence
• Symon Products
• Arc-Console
• Defining solutions and exploiting emerging technologies as part of an existing technology solution.
Career
Natilik Ltd., UK
Nov 2015 to Feb 2016
Contractor – Onsite Engineer Activity for Contact Centre Operations Lead (UK) – Leading IT and services provider (Rochdale, UK)
• Level 3 engineer- Incident Correlation & Swift Demonstration as to Root Cause for UCCE, VGW ,NICE, and Cubes application suites
• Pro-Active Identification of Access/system Issues.
• Reducing Incident Lifecycle via strong relationships with the client.
• Ownership Matrix ensuring clear responsibilities for services being made responsible.
• Management of Third Parties.
• Proactive Service Improvements has been provided like resiliency, back-up solutions, etc.
• Provide consultancy to improve the Callers Satisfaction while keeping the business logic intact.
• Work closely with Management for continuous improvement of Call Centre performance.
Wipro Ltd., UK
Dec 07 to Nov 2015
Contact Centre Operations Lead (UK) – Leading Water & Wastewater Utility (Worthing, UK)
• Strategically plan, analyse & conceptualize requirements while setting up the technical infrastructure of the project.
• Interaction with clients for understanding and analysing customer requirements and Business Logic.
• Conduct workshops during the various stages to develop customer contact strategies, deliver detailed requirements, SoW, Test plans and Potential solutions.
• Prepare design and implementation documents throughout the life cycle of Project execution to cater different needs of Contact centre.
• Design newer and quicker ways to minimize abandoned calls.
• Streamlining the coordination and establishing a cordial relationship between Offshore and Onshore teams.
• 24×7 BAU Support L1 – L3 to the entire Water estate including the Contact Centre and 52 Remote Sites.
• Stream lined the Contact Centre Telephony, Reduced Incident Counts, 24×7 fully managed service, On Demand and On Fly changes to Call Flows, CSAT Rating ~ 4.5/5, Zero Escalation and many more..
• Managing day to day operations using remedy as ticket logging software.
• Interactions with Management, Agents and Supervisors for reporting issues and day to day business operations including Vendor/Service Provider management.
• Provide consultancy to improve the Callers Satisfaction while keeping the business logic intact.
• Work closely with Management for continuous improvement of Call Centre performance.
• Adapt to ad hoc requirement of Business.
• Managing, Configuring and administration of the Verint AET in order to achieve PCIDSS
• Managing ,Configuring and administration of Verint Voice Recording/Quality Monitoring system
• Administration of the Verint Workforce and Forecasting and Scheduling Software
• Administration of the Verint Quality Monitoring software along with search and replay content checks; live monitoring, etc.
• Managing, Configuring and administration of the CUIC
• Managing users, database and developing reports used in CUIC
• SLA Management, Post Transition support and Escalation Management.
Significant Projects:
Designed and Built contact centre for Universal Metering Program (Cisco UCCE).
Designed and Built contact centre for Private Sewers (Cisco UCCE/IPT).
Implementation of PCI DSS in Contact centre (Verint) and Voice recording DMS solution.
Carried out successful telephony upgrade to new UCS infrastructure.
Redesigned call flows for Billing Contact centre for better SIM Score.
Telephony Relocation (Cisco IPT/IPCC) to New Data centre.
Designed and implemented contact Centre for:-
Customer Services and Revenue department.
Regional Control Centre.
Technical Centre of Excellence (TCoE).
Executed couple of Voice Outsourcing Project in exceptional time lines. Played various roles during the life cycle of the project, like, was part of team to select the right partner for Contact Centre outsourcing and then designed & implemented required Applications/virtualisation/access level/Call flows for business logic for all processes. Received various appreciations from Senior Management, Customer Directorates.
Successfully executed entire contact centre movement from one location to another location with zero impact. Played a lead role in delivering this project successfully with due intelligence and with proper planning. Received various appreciations from Senior Management, Customer Directorates.
Wipro Ltd., India
Aug`07 – Nov`07
Technical Specialist Contact Centre (India) – Leading BPO India (Hyderabad, India) is committed to offering quality and long term services to its customers.
• Carried out Installation of the Nortel CCs 6.0 Suite along with the help of Nortel Engineer.
• Integration of the Nortel Symposium with ICM 7.0.
Significant Projects:
Major role was to provide assistance in Integration of the Nortel Symposium with ICM 7.0.
Successfully Integrated Cisco ICM with Nortel CCS 6 which enabled geographic Call routing for HP Customer.
Wipro Ltd., India
April`07 – July`07
Technical Specialist Contact Centre (India) – A Semiconductor company having offices across the globe. Global Help Desk Setup in Bangalore (India).
• Global Help Desk concept is materialized with the help of IPCC Express. Servers are installed in Bangalore and all the agents were located in Chennai.
• Interaction with Client for information gathering about the project requirements, involved in low level design, high level design.
• Installation and configuration of HA IPCCX 4.0(4) servers, configuring agents /supervisors, Scripting for proper call routing.
• Documentation for the processes.
• Finally sign off.
Significant projects:
PPDIOO (Prepare, Plan, Design, Implement, Operate and Optimize) for 40 Seat Contact Centre using IPCC Express.
3D Networks., India
Aug `05 -Jan`07
System Engineer (India) –
A L1-L2 remote support to Australian Company which is a 2nd tier ISP having a Call Centre with capacity of 350 agents
A L1 remote support to major GSM Operator in Saudi Arabia having a call centre with capacity of 120 agents
• L1- L2 support managing day to day operations using remedy as ticket logging software.
• Addition, Deletion of Agents, Web view user creation etc
• Coordination with Cisco TAC to resolve the escalated problems.
• Interactions with Management, Agents and Supervisors for day to day business operations.
Significant projects:
An understanding of business process, coordination with vendors and updates to management at regular intervals, follow up of escalation matrix.
CMS Computers Ltd., India
Feb `04 -June`05
Desktop Engineer L1 (India)
• Responsible for resolving daily calls of customer related problems in daily computer operations.
• Configuring e-mail accounts through MS outlook, Outlook Express, Lotus notes.
• Resolve problems related hardware, network, and windows 9x/2000/xp.
• Responsible for Scheduling & taking Backup’s on DLT
• Managing day to day operations using remedy as ticket logging software.
• Addition, Deletion of Agents, Web view user creation etc
• Coordination with vendors to resolve the escalated problems.
• Interactions with Management, Supervisors for day to day business operations.
Academic Qualification
B.E (Electronics and Telecommunication) from North Maharashtra University, India in 2003.
Higher Secondary from Mumbai University, India in 1998.
Secondary from Mumbai University, India in 1996
IT Certifications
Certification/Course/Training Institute/Organization Year of completion/Duration
CCNA Cisco Jan-15
CCUCCX Implementation Cisco Dec-13
CCVP Cisco Apr-12
Cisco Collaboration Specialist Cisco Mar-14
Cisco IP telephony operation Specialist Cisco May-08
Cisco Unity Design Specialist Cisco Jan-14
MCP Microsoft Feb-04
Training
Cisco IPCC Boot Camp V 7.0 (May -2006).
ICM V 7.0
IPCCE V 7.0
ICM Multi Channel V 5.0.
