Abhijit Pachpute

NICE, certified Implementation & Support engineer L2

• (Engage R7.2)
• Managing NICE call recording on Engage platform
• Project Implementation – end-to-end product delivery/implementation to client
• Incident management and service provisioning for clients on NICE Engage
• Skilled in managing service operations with a key focus on defining clients/partners SLA’s & bottom-line profitability by ensuring optimal utilization of resources
• Advance Knowledge in unified communication technologies like Contact center and Call center infrastructure.

• Skilled in managing service operations with key focus on defining clients/partners SLA’s & bottom-line profitability by ensuring optimal utilization of resources
• Advance Knowledge in unified communication technologies like Contact center and Call center infrastructure
• Expertise in implementation and service support for telecom products like Avaya & Cisco
• Administration and maintenance of Avaya Aura R8.0/R7.1/R6.3/R5.2
• Cross-functional communicator who easily interfaces with staff, vendors, and customers
• Other areas of key contribution to Vodafone include Quality Management & Infosec auditing, Risk management & Business continuity management / planning
• A dynamic, competent & diligent professional with experience in Telecom domain, Team management and Continual service improvement.

• Successful migration of 7000 seats contact center setup from Avaya to Cisco platform in timely manner with help of project management skills
• Data Center operations:
• Power shutdown activity as preventive maintenance work
• IT assets BCP system resiliency testing under change window as per ITIL framework
• Joined on IT source Payroll (later move to Concentrix payroll)
• Administration and maintenance of Avaya Aura R8.0/R7.1/R6.3/R5.2
• Media Gateways like G350, G430, G450, G650, G700 etc
• IVR design, routing on Avaya system, Monitoring & working on NICE logger and application server
• Good knowledge on Avaya AES, CM, SBC, System Manager and Session manager
• Implementing & modifying call flow in ACD as per requirements
• Advance knowledge of contact center voice protocols, trunking SIP, H.323 and MGCP and proficiency in working and troubleshooting on voice Gateways
• Handled entire process of installation including documentation part
• Project
• As project coordinator successfully migrated 10000seats LOB from existing Avaya release 5.2 (EOS/EOL) to release 6.3 planned and executed in proposed timeline
• Year of Passing
• Course
• Name of Institute 2019
• M.M.S
• Mumbai University