Akshay Vichare
Pune
Summary
Senior Technical Specialist with 8+ years of experience in enterprise Contact Center Infrastructure across banking and financial services (BFSI) environments. Expert in Cisco UCCE/PCCE, Unified Communications, Voice & Contact Center Operations, and Cloud Contact Center (Amazon Connect). Proven record in business requirement analysis, technical feasibility assessment, infrastructure design, and implementation. Strong people leader managing 30‑member teams, delivering SLA‑driven operations, incident reduction, and platform stability. Actively seeking Australia‑based opportunities.
Overview
7
7
years of professional experience
Work History
Senior Technical Specialist – Contact Center Infrastructure
Bajaj Finserv Ltd.
01.2023 - Current
- Lead L2/L3 operations for enterprise Contact Center Infrastructure within a regulated BFSI ecosystem.
- Manage and mentor a 30‑member contact center infrastructure team, ensuring 24×7 coverage, skill development, performance management, and SLA adherence.
- Partner with business stakeholders to gather requirements, assess technical feasibility, design solutions, and implement contact center enhancements.
- Own end‑to‑end delivery of infrastructure changes, upgrades, and optimization initiatives.
- Administer and support Cisco UCCE/PCCE, CUCM, CVP, Finesse, SIP Gateways, and integrated recording systems.
- Drive resolution of P1/P2 critical incidents, perform root‑cause analysis, and implement preventive controls.
- Coordinate with Cisco TAC, telecom providers, and third‑party vendors for complex problem resolution.
- Monitor platform health, capacity, and performance to meet SLA, KPI, and audit requirements.
- Develop and maintain SOPs, runbooks, and technical documentation for operational continuity.
Cisco Voice Engineer / UCCE Team Lead
Servion Global Solutions
11.2020 - 12.2024
- Led large‑scale Cisco UCCE/PCCE environments supporting mission‑critical banking contact centers.
- Managed a team of 10 engineers, ensuring 24×7 operational readiness.
- Delivered incident, change, and service request management across voice and contact center platforms.
- Configured and supported agents, skill groups, call routing, outbound campaigns, and dialer services.
- Supported core UCCE components: Router, Logger, AW, HDS, PG, CVP, Data Servers.
- Performed advanced log analysis (RTMT, PG, Logger, Event Viewer) and SQL‑based diagnostics.
- Supported UCCE upgrades, new gateway deployments, and post‑patch validation.
- Key Achievement: Promoted as Team Lead for Contact Center Setup (June 2022)
- Client: Kotak Mahindra Bank
Telecom / Voice Engineer
Anunta Technology Ltd.
12.2018 - 11.2020
- Supported Cisco IPT, UC, and Contact Center platforms across multiple versions.
- Executed MACD activities, voicemail provisioning, and phone onboarding.
- Administered Verint, Harmony, and NICE call recording systems.
- Performed platform health checks, backups, DR activities, and post‑patch sanity validation.
- Managed Asterisk PBX (IVR, routing, ring groups, disaster recovery).
- Coordinated with Cisco TAC and service providers for effective issue resolution.
- Client: Firstsource Solutions
Education
Bachelor of Science - Information Technology
Patkar College of Science & Technology
India01.2018
Higher Secondary Certificate -
Nirmala College of Science and Technology
Maharashtra, India01.2013
Secondary School Certificate -
Holy Angel High School
Maharashtra, India01.2011
Skills
- Cisco UCCE
- PCCE
- CVP
- CUIC
- Cisco Finesse
- Outbound Dialer
- Cisco CUCM
- SIP
- SCCP
- Voice Gateways
- Dial Plans
- Amazon Connect
- Verint 15x
- Harmony 45
- NICE Recording
- Cisco UCS
- RTMT
- CIMC
- Windows Server
- Linux
- SQL
Accomplishments
- Employee of the Quarter – 2019
- Team Lead – Contact Center Program (Kotak Mahindra Bank)
- Cloud Technology Training Certifications
Certifications Training
- CCNA Routing & Switching (Training)
- Amazon Connect (Training)
- Linux & Shell Scripting – Basic
Languages
- Marathi
- Hindi
- English, Professional
- Marathi, Native
- Hindi, Fluent
Technical Proficiencies
Cisco UCCE, PCCE, CVP, CUIC, Cisco Finesse, Outbound Dialer, Cisco CUCM (8.x–12.5), SIP, SCCP, Voice Gateways, Dial Plans, Amazon Connect, Verint 15.x, Harmony 4.5, NICE Recording, Cisco UCS, RTMT, CIMC, Windows Server, Linux (basic), SQL (basic)
Personal Information
- Relocation: Australia
- Title: Senior Technical Specialist – Contact Center Infrastructure
Websites
Timeline
Senior Technical Specialist – Contact Center Infrastructure
Bajaj Finserv Ltd.
01.2023 - Current
Cisco Voice Engineer / UCCE Team Lead
Servion Global Solutions
11.2020 - 12.2024
Telecom / Voice Engineer
Anunta Technology Ltd.
12.2018 - 11.2020
Bachelor of Science - Information Technology
Patkar College of Science & Technology
Higher Secondary Certificate -
Nirmala College of Science and Technology
Secondary School Certificate -
Holy Angel High School