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Sr. Cisco Ucce/ipt Consultant Architect Resume

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NY

SUMMARY

  • Senior Cisco UCCE/IPT Consultant with 5+ years of experience with various Cisco Voice Products including Unified Contact Cisco UCCE/IPT Consultant Center Enterprise, Customer Voice Portal, Communications Manager, Unity, and Unity Connections, ICM.
  • Expert in implementing Cisco UCCE, ICM, CVP, CTI/CTIOS, Call Manager.
  • Expert in Aspect Unified IP solutions, Genesys, ACD, Verint Impact 360 solutions, IVR, Call Center Reporting, CUIC.
  • Experience with requirements analysis, architecture, resource and time management, design, code implementation,
  • Call flow testing, quality assurance, documentation and integration.
  • Expertise in leading and working with diverse vendor relationships.
  • Expert in integrating Cisco CTI with CRM solutions.
  • Proven experience in Legacy ACDs like Aspect, Avaya G3, Cisco Call Manager.
  • Strong technical skills and knowledge of the Telecommunications/Information Technology industry worldwide.
  • Experience in Design, Development & Architecture by using various tools and in various platforms in Information Technology including ten years in Enterprise Application Integration
  • Have successfully delivered projects as Architect/Tech Lead for major. Telecom, FMCG, Insurance, Manufacturing, Energy Utility clients from Onsite and Offshore
  • Hands on experience in SQL queries, stored procedures, TSQL
  • System configuration including tuning, network configuration
  • Willingness and ability to quickly adapt and learn new technologies
  • Experience in Genesys, Cisco UCCE Contact Center Solution, CISCO Routers, Network.

TECHNICAL SKILLS

Cisco: UCCE, VXML, CVP, IPCC, ICM, UCM, Finesse, CUIC, CUIS

Tools: /Languages: Java Script, VB Script, Shell Script RDBMS: Oracle, SQL Management Studio, MS Access, MySQL. MS SQL, Java, Visual Basic, HTML

RDBMS: SQL Server 2008, Oracle 8x/9x, MS Access, MySQL

XML related Technologies: XML, XSLT, SOAP, WSDL, JSON

Operating Systems: Windows 10/7, Windows Server 2008, Linus, UNIX, AIX

Development Tools: Visio, FrontPage, Office 2013, ANT, TOAD - 8.0, Oxygen Xml, Altova XML Spy, XML Marker, Splung, UML, RUP, PVCS Version Manager, Ftp Secure, Win Merge, PuTTY, Soap UI, Chrome Postman, JASON

Application Servers: Apache Tomcat, WebLogic Server, IIS

PROFESSIONAL EXPERIENCE

Confidential

Sr. Cisco UCCE/IPT Consultant Architect

Responsibilities:

  • Cisco Contact Center Enterprise 11.5 Design, Implementation, Administration and ICM Scripting.
  • Resolve networking issues in IPT engineering applications by diagnosis and troubleshooting at Level 3.
  • Set up, configure, and test components of the Cisco IP Contact Center, including Cisco Call Manager, IVR, CVP, and UCCE.
  • Administration of UCCE and ICM Scripting
  • Design, implement, and/or maintain Cisco Unified Communications systems including but not limited to CUCM, UCCX, UCCE, CVP.
  • Responding to IPT engineering problems by detailed procedure of troubleshooting and diagnosis of IPCC domain.
  • Creating SRD documents for various sites as per client requirement.
  • Configuring CUBE/SBC, CER for different sites.
  • Cisco IVR Design, Implementation, Administration and ICM Scripting
  • Resolving networking issues in IPT engineering applications by diagnosis and troubleshooting at Level 3.
  • Implementing Cisco solutions such as Cisco CUCM, Unity Connect.
  • Co-coordinating with offshore teams in relation to technical issues and resolve.
  • Monitoring and update Cisco IP phones and extensions as needed.
  • Performing VOIP sector configuration and service administration.
  • Functioning as customer technical liaison.
  • Coordinating with engineering teams on operational system expansion.
  • Providing technical assistance to third-party and client operational staff.
  • Assisting with helpdesk customer tickets by troubleshooting problems with regard to the VOIP system.
  • Assisting in migration project from Avaya to Cisco.
  • Facilitating switching and routing configuration work.
  • Coordinating with vendors, technical teams and users for Phone related issues and dispatch hardware’s to Clients.
  • Delivering on-site engineering support and handled specialized IP telephony equipment.
  • Helping internal Verint team members with server related issues.

Confidential, NY

CISCO UCCE Consultant Solution Architect

Responsibilities:

  • Responsible for a staff of 9 and supporting 900 users planning to go up to 1400 by holiday in 4 sites
  • Supported 900 users with UCCE and 210 Users with UCCX Since February 2015 till November 2017 alone.
  • Used agile solutions from CA and Rally to build transformative applications.
  • Handled standup meetings and review of work done or pending.
  • Troubleshoot call routing issues using debugs and traces to identify and correct issues.
  • Configure and implement voice gateways (H323/MGCP/SIP), SRST for remote sites, CUCME and CUBE distributed design.
  • Deployed FIPPA with UCCX where agents will not need to login to CAD and they can just login to any IP Based phone with credentials given to them.
  • Deployed New Call Center for corporate users with 210 agents using UCCX platform.
  • Excluding hotel users.
  • Configure dial plan with calling restrictions by using a combination of calling search spaces, partitions, translation patterns, dial-peers, translation rules and translation profiles.
  • Develop and maintain support documentation including support guides, knowledge base articles, procedures, and online customer information.
  • Responsible for the configuration, installation, upgrading and testing of Cisco Unified Communications products including: CUCM (up to and including CUCM Version 10)
  • Supported and Trained Users on Microsoft Applications, Voicemail Products, and Phone Features.
  • Managed and Maintained Analog fax lines, Voicemails, Auto Attendants, Phone setup, and Alarms/Alerts.
  • Deployed Cisco Jabber 9.0 with 5000 users in corporate.
  • Possess strong knowledge of the software development and IT product design lifecycle.
  • Recognized for delivering leading edge solutions that consistent meet complex business requirements.
  • Adept in building strong relationships with IT staff, customers, vendors and third party contractors.
  • Solid understand of application development, computer programming and architecture design.
  • Special expertise in product development, solutions design and strategic marketing.
  • Designed a IVR based claims processing system that enabled company to quickly respond and negotiate terms, saving over $1 million per year.
  • Deployed Precision Queue that will save contact center operation over 1.2 million in the first year and 1.7 million after words each year.
  • Deployed Call manager project that will save 350k every year with the overcharges with the carrier.
  • Troubleshooted the problem where calls not coming in with UCCE.
  • Troubleshooted the problem where Cisco Finesse related issue.
  • Troubleshooted the problem where CUIC will not feed the data.
  • Troubleshooted the problem where PSTN will through busy signal while trying to reach a customer service. Troubleshooted the phones not getting registered with Call Manager.
  • Troubleshooted agents not getting a call with PQ using CCE Administrator.
  • Currently in the process of deploying a Florida Contact Center with 500 agents.
  • Deployed EM with CUCM 11.0 where agents will use any IP phone to login with.
  • Deployed VM box to get PCA where users will be personalized their Voice mail box 11.0
  • Deployed auto pilot with Unity connection 11.0 where system will prompt automatically without anyone answering calls.
  • Deploying Courtesy Call Back.
  • Deploying Precision Routing.
  • Finesse Administrator.
  • Integrated EOM management system with Cisco Finesse where order tool will be populated automatically to an agent as soon as call arise along with customized gadgets with SMS delivery and order tracking link from UPS and FedEx along with Local weather to a caller by using the ANI information that is stored in our internal Database.
  • Troubleshot login issues with Agents.
  • Opened up the TAC Ticket.
  • Conducted DR Testing.
  • Assigned users to proper skill set to answer the call.
  • Participated in a major upgrade from Cisco 8.5 to 11.0.
  • Worked with DB team to Create Customized report in CUIC.

Confidential

Computer Telephony Integration Specialist

Responsibilities:

  • Integrated Cisco CTI to the CRM application using TIBCO middleware to transfer data between the two systems.
  • Build a Disaster Recovery Geo-Resilient Data Centre (New), which would work pear to pear or standby mode with the existing Production infrastructure at a different geographical location as the Production one.
  • Designed Installation, Deployment, & Implementation strategies, deployment prerequisites, & testing approach for the Geo-Resilient Data Centre.
  • Lead Installation & commissioning of various TIBCO software on new servers to build BW, EMS, and Admin Servers in FT & LB instances.
  • Exported engines from the existing production environment to the new Data Centre & deployed them in batches via AppManage.
  • Provided consulting & guidance for the integration testing of high availability applications with respect to the masked backend systems.
  • Participate in Client Instance strategy meetings and plan the server build activities.
  • Understand the business use cases and come up end-to-end Integration testing of few high available/critical interfaces.
  • Handed over the new servers to the testing team & guided them in performance testing of the new Data Centre.

Environment: TIB BW 5.9X, TIBCO Enterprise Message Service 7x, TIBCO Administrator 5.2/5.6, TIBCO Adapter for R 3 5.2/5.4/6.1 X, UNIX, FTP, PuTTY, TIBCO Runtime Agent 5.2/5.5/5.7X, TIBCO ADB Adapter, XML Spy, XML Marker, TIBCO Hawk 4.7, TIB RV 8.3X, TIBCO Business Events Admin, API Exchange, Apache, REST, Json and Active Space, MPP, Cisco UCCE.

Confidential, GA

Solution Architect (TIBCO Suite & SAP-XI/PI)

Responsibilities:

  • Overall ownership on the migration activity from Onsite & offshore
  • Analyze the current interfaces and group them into packages for deployments in the new landscape.
  • Provide technical guidance for the re-design of business-critical interfaces while migrating to the new landscape.
  • Play a technical lead role between the onsite and offshore teams in terms of work allocation, review the deliverables, status reporting.
  • Provide consulting guidance to Client technical team on TIBCO & SAP-PI middleware features.
  • Configure SAP/R3 adapters to different SAP Function Modules & BAPI(s)
  • Design, Develop and Enhance various SAP/R3 & Non SAP integrations per the business needs.
  • Promote TIBCO & PI codes to various Environments, like Dev, Test, & Production, with respect to the SAP Transports for SAP Releases.
  • Participate in Client Instance strategy meetings and plan the server maintenance activities.
  • Understand the business use cases and come up with the technical specs, interface design, end-to-end Integration testing.
  • Status reporting to the project stake holders at the end of each phase.
  • Data mappings with DBA’s, Business Analysts and End Users to get Input schema from database.
  • XPath, XSD, and XSL for the data validation and mappings.
  • Integrate various Admin systems to the database using BW 5.5.
  • Coordinate TIBCO & PI outages with respect to SAP maintenance, by alerting all the groups of interest, and involved in other cutover tasks during technical go live of the project.
  • Monitor and manage the deployments, & other TIBCO Components using TIBCO Administrator.
  • Investigate logs for root causing defects/bugs for all the TIBCO & SAP-PI applications

Environment: TIB BW 5.5/5.9X, TIBCO Administrator 5.2/5.6, TIBCO Adapter for R 3 5.2/5.4/6.1 X, UNIX, FTP, PuTTY, IBM MQ, TIBCO Runtime Agent 5.2/5.5/5.7X, TIBCO ADB Adapter, XML Spy, XML Marker, and TIBCO Hawk 4.7, TIB RV 8.3X, XI 7.0/PI 7.1, IR, ID, SLD

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