Aman J Singh

• MS TEAMS, RingCentral & Zoom Telephony
• Manage meetings and events.
• Recommend meeting types, including live events, webinars, & virtual appointments
• Enable enhanced meeting features for a user by assigning Microsoft Teams Premium licenses
• Configure meeting settings
• Create and manage meeting templates and template policies
• Create and manage meeting policies
• Create and manage conference bridges
• Create and manage audio conferencing policies
• Plan and configure live events settings and policies
• Manage Teams clients and devices
• Identify licensing requirements for Teams Phone and resource accounts
• Identify licensing requirements for Teams devices
• Manage configuration profiles for Teams devices
• Configure Teams Rooms accounts and systems
• Manage device settings and firmware
• Manage Teams device tags
• Provision and configure remote sign-in for new devices
• Manage phone numbers and services for Teams Phone
• Evaluate PSTN,Calling Plan,Direct Routing,Operator Connect, & Teams Phone Mobile
• Add, change, or remove an emergency address for an organization
• Provision and manage phone numbers for users, services, and conferencing bridges
• Assign, change, or remove a phone number for a user or a resource account
• Create and manage resource accounts in the Microsoft Teams admin center
• Manage voice settings and policies for users
• Create and manage voicemail policies
• Configure auto-attendants and call queues
• Create and manage calling policies
• Monitor and report on Teams
• Monitor and report on voice and meeting quality
• Report on Teams usage,team activity,app usage,active users,per-meeting & storage
• Monitor and report on the creation and deletion of teams
• Monitor and report on guest access
• Monitor the Microsoft 365 network connectivity test tool
• Manage feedback policies
• Troubleshoot audio, video, and client issues
• Collect client-side logs
• Clear the Teams client cache
• Troubleshoot issues by using self-help diagnostics for Teams.
• Amazon Connect & Contact Flow Development
• AWS Lambda & Serverless Development
• Amazon S3 & Data Management
• Amazon Lex (Chatbots and IVR Automation)
• AWS CloudFormation & Infrastructure as Code
• Amazon Polly (Text-to-Speech Enhancements)
• Amazon Kinesis (Real-Time Streaming & Processing)
• Amazon DynamoDB (NoSQL Database Management)

Amazon Lex:

● Architect (IVR ScriptDesigning)

● Complex Script Design integrating with third-party API

● Five9 Inference Studio IVR

● Digital Engagement (Omni Channel)

● CRM Integration with SalesForce (ClassicInterface)

● Five9 WFO for Supervisor & Agent

● Five9 Integration with Unified (MS Team, Zoom, ZenDesk)

● Survey Design

● Call Back

● Campaigns (Inbound &Outbound)

● Campaigns Profile

● Skill-based routing

● Text to Speech tool, Prompts

● Connectors

● Disposition for Reportings

● Highly Cusomoized Reporting

● Session Management

Amazon Connect & Five9:

● Creating an Amazon Connect Instance - Serverless Cloud-Based Scalable Call Center

● Claiming a Phone Number - Claim and Map DIDs or Toll-Free number to your IVR

● Supported Regions and Availability Zones - Amazon Connect supported hosting regions

● Hours of Operation - Time of the Day, Day of the Week Based Call Routing

● Creating Queues - To handle the calls in wait.

● Quick Connects - To transfer the calls to different numbers, queues or supervisors, etc.

● Routing Profiles - Managing Agent and Queues together

● Adding Users - Creating users like Agents, Supervisors, Managers, Administrators, etc.

● Contact Flows - Designing and Implementing the Call Flow in Amazon Contact Center.

● Testing the Call Flow with Amazon connect

● Using Amazon Lex Chat Bot

● Amazon Lex Chat Bot Introduction Pricing and Setup

● Intent and Testing the Lex Chat Bot

● Integrate Lex with Amazon Connect

● Testing IVR Call after Integrating with Lex

● Lex error handling and much more.

Developing Experinces:

• The Configurations Web Services API

• The Web2Campaign API

• The Agent REST API

• The Supervisor REST API

• The Statistics Web Services API

• Navigate the Five9 WFA interface and describe core WFA technologies including connections,

streams and reactions

• Identify ways to utilize Five9 WFA to improve agent and customer experiences in your contact

center

• Utilize basic WFA built-in tools and functions such as a lightweight developer interface, an API explorer, task scheduler and data storage • Build and perform integrations with common business applications

Amazon Connect Architecture: Designed, implemented, and optimized Amazon Connect contact center solutions, integrating with various AWS services to streamline customer interactions and enhance agent productivity.

IVR Development: Developed and managed Interactive Voice Response (IVR) systems using Amazon Connect, ensuring seamless voice-based customer experiences and efficient routing.

Integration with AWS Services: Integrated Amazon Connect with AWS Lambda, Amazon DynamoDB, Amazon S3, and other AWS services for dynamic data processing, personalized customer experiences, and enhanced workflows.

Real-Time Monitoring and Reporting: Implemented real-time monitoring and reporting solutions with Amazon CloudWatch and AWS Lambda to track performance metrics, call volumes, and agent activities.

Automation and Orchestration: Automated contact center workflows, including case creation, ticketing, and notifications, by leveraging AWS Lambda functions and AWS Step Functions.

Amazon Connect Chat & Voice: Developed omnichannel support by integrating Amazon Connect with chat and voice functionalities, providing consistent experiences across multiple channels.

Custom Contact Flows: Created custom contact flows using the Amazon Connect Contact Flow Designer, optimizing call routing, agent scripting, and data retrieval.

AWS Connect Streams: Integrated Amazon Connect Streams to enable agents to manage customer interactions directly from web applications.

Conversational AI Development: Designed and deployed chatbots using Amazon Lex to provide natural language understanding (NLU) and automated responses for customer service, sales, and support applications.

Intent and Slot Management: Built complex intent-based conversational models and managed slot values, ensuring precise interactions based on user input for better user engagement.

Integration with AWS Lambda: Integrated Amazon Lex with AWS Lambda to invoke backend processes and external APIs, enabling dynamic responses based on real-time data and context.

Amazon Lex with Amazon Connect: Developed integration between Amazon Lex bots and Amazon Connect for voice-based interactions, automating call center operations and reducing agent workload.

Multi-Platform Deployment: Deployed Amazon Lex bots across multiple platforms, such as web, mobile, and voice systems, delivering a consistent experience for users on any channel.

Bot Analytics and Optimization: Monitored and analyzed bot performance through Amazon Lex’s built-in analytics tools to improve conversational flow, intent recognition, and response accuracy.

AI-powered Solutions: Delivered AI-powered solutions leveraging Amazon Lex, improving customer interactions and engagement, and reducing operational costs.

MS Teams Admin:

Teams Administration and Governance:

Managed and configured Microsoft Teams environments, including team creation, permissions, and policies to ensure compliance and governance.

Implemented security policies and data retention strategies to safeguard company communications and data within MS Teams.

Voice and Telephony Integration:

Configured and maintained Microsoft Teams Voice solutions, including Direct Routing, Phone System, and integration with on-premises PBX systems.

Deployed and managed PSTN connectivity options (Calling Plans, Direct Routing) to enable enterprise telephony within MS Teams.

User Management and Support:

Provided L3 support for complex issues related to Teams, including voice, video conferencing, and collaboration tools, ensuring minimal downtime and efficient resolution.

Managed user provisioning, licensing, and access control, ensuring proper role-based access and compliance with organizational policies.

Teams Meetings and Collaboration:

Administered and optimized Teams meeting configurations, including setting up meeting policies, breakout rooms, and integration with third-party apps.

Developed best practices and guidelines for Teams usage, fostering effective collaboration across remote and hybrid teams.

Monitoring and Reporting:

Utilized Microsoft Teams Admin Center and PowerShell scripts to monitor system performance, troubleshoot issues, and generate usage reports.

Implemented monitoring tools to track call quality, user adoption, and service health, ensuring optimal user experience.

Cisco Webex Control Hub:

Webex Environment Management:

Administered and managed Cisco Webex environments, including user management, workspace setup, and device registration through the Control Hub.

Configured and maintained Webex features such as Meetings, Messaging, Calling, and Webex Devices to support enterprise communication needs.

Security and Compliance:

Enforced security policies within Cisco Webex, including data loss prevention, eDiscovery, and compliance settings to ensure secure collaboration.

Managed and configured SSO (Single Sign-On) and multi-factor authentication (MFA) for enhanced security in the Webex environment.

Troubleshooting and L3 Support:

Provided L3 support for complex issues within the Webex platform, including troubleshooting connectivity, call quality, and integration problems.

Collaborated with Cisco TAC (Technical Assistance Center) for escalated issues and performed root cause analysis to prevent future occurrences.

Integration and Automation:

Integrated Cisco Webex with third-party applications such as Microsoft Teams, Slack, and other productivity tools to streamline workflows.

Developed and maintained automation scripts using APIs and Webex SDKs to automate routine tasks and improve operational efficiency.

Monitoring and Analytics:

Monitored Webex service health, call quality, and usage analytics through Control Hub dashboards, proactively addressing potential issues.

Generated detailed reports on usage patterns, meeting quality, and user adoption to guide decision-making and optimize platform performance.

● Reviewing the site document that contains the Mac address, gateway information, voicemail, Analog phones, VG’s paging, and Gate info.

● Configuring the backend in the call manager.

● Configuring call manager for Paging and Gateway

● Configuring the Analogue gateway and PRI depends on the site requirement.

● Configuring the phone through BAT.

● Configuring the AA in unity and adding the subscriber through the Bulk import tool.

● Configuring Router configuration.

● Dropping the configuration in the router.

● On-call with site contact, PRI provider (Confidential) at the time of cutover. Cutting over the site and making calls to test everything is working as configured.

Call flow Developer (Genesys Pure Cloud & Five9)

● Architect (Call flow Design, Flow Outcomes, FlowMilestone)

● Bot Flow Design with Genesys Bot flow, Amazon Lex Bot & Google Dialog flow

● Rest API to interact with third party application

● JSON concept (JSP File).

● Integrating with the database via API

● XML code change for desktop layout

● ACD concepts including evaluation & routing methods

● Overview of inbound flows for calls & emails

● Callback configuration and related IVR dependencies

● Accessing Genesys Cloud

● Evaluation and routing methods

● Agent utilization

● Telephony services and WebRTC

● Call recording enablement at the trunk level

● Assigning QM roles and permissions

● Setting recording policies

● Concepts covering agent evaluations and calibration

● Agent activation/deactivation with associated queues

● Outbound Dialer

● Scripting

Genesys CTI Integrator and support: Responsibilities:

● Gathering user requirements.

● Preparing specifications based on the requirement engineering.

● Understanding the current telecom infrastructure and systems and Designing Genesys Architecture.

● Develop high level architecture diagrams, call flow design using Visio

● Analyze and document business rules for call routing and develop logical diagrams of the existing CTI routing script

● Involve in design reviews for CTI project in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN, Route points, group agents/places.

● Created custom reports for business clients that provided data on queue on both predefined and custom metrics. Created Web services for UI screen..

● Monitoring and Validating data from Stat server withreports.

● Worked with Quality Monitoring for Live Monitoring, Reporting, and Evaluations of DATA from the switch

● Troubleshoot the issues based on the logs

● Worked with Enhancements based on the requirement given by the business.

Genesys Cloud Support Responsibilities:

● Design, implement and maintain GRE

● Involved in designing Inbound Voice, Email, and Chat solutions

● Involved in maintaining the outbound solutions

● Providing production support for the CTI services (Salesforce).

● Performance and Tuning of the system by doing the Query/Stored procedures optimization.

● Used skills-based and Service Level routing.

● .Worked with Genesys Architect to gain knowledge in emphasizing Genesys reporting.

● Designed and documented high-level functional requirements and low-level design documents

● Involved in planning the strategies according to the requirements (agents, geographic location, customers, and time zones) for the project.

● Testing required Using a softphone. Maintained QA of Reporting metrics.

● Involved in creating and testing routing strategies and Business processes using IRD(GUI)

Cisco Webex Cloud:

● Configuring Business Rules (BRE)

● Call Monitoring

● Call Recording (Calabrio)

● Recording Management

● New Digital Channels

● Courtesy Call Back

● Cisco Webex Experience Management

● Post call Survey

● Google TTS

Amazon Connect & Five9:

● Creating an Amazon Connect Instance - Serverless Cloud-Based Scalable Call Center

● Claiming a Phone Number - Claim and Map DIDs or Toll-Free number to your IVR

● Supported Regions and Availability Zones - Amazon Connect supported hosting regions

● Hours of Operation - Time of the Day, Day of the Week Based Call Routing

● Creating Queues - To handle the calls in wait.

● Quick Connects - To transfer the calls to different numbers, queues or supervisors, etc.

● Routing Profiles - Managing Agent and Queues together

● Adding Users - Creating users like Agents, Supervisors, Managers, Administrators, etc.

● Contact Flows - Designing and Implementing the Call Flow in Amazon Contact Center.

● Testing the Call Flow with Amazon connect

● Using Amazon Lex Chat Bot

● Amazon Lex Chat Bot Introduction Pricing and Setup

● Intent and Testing the Lex Chat Bot

● Integrate Lex with Amazon Connect

● Testing IVR Call after Integrating with Lex

● Lex error handling and much more.

Developing Experinces:

• The Configurations Web Services API

• The Web2Campaign API

• The Agent REST API

• The Supervisor REST API

• The Statistics Web Services API

• Navigate the Five9 WFA interface and describe core WFA technologies including connections,

streams and reactions

• Identify ways to utilize Five9 WFA to improve agent and customer experiences in your contact

center

• Utilize basic WFA built-in tools and functions such as a lightweight developer interface, an API explorer, task scheduler and data storage • Build and perform integrations with common business applications

CUCM and Voice Gateway:

● Configuring and Maintaining the CISCO IP Phones. (Hard Phone and Soft Phone)

● Troubleshooting problems related to IP Phones. (79XX, 72XX, 88XX etc.)

● Configuring agents Add/Delete in IPCC Environment - MACD

● Managing Device Pool, Partitions & Calling Search Space, Hunt Pilot, Hunt list & Hunt Group.

● Configuration and Maintenance of Cisco Voice Gateways H323, SIP.

● Support and management of Cisco Call Manager Version-11. x.

● Experience on troubleshooting Cisco Call Manager to enable features and services to include, speed dials, Call Pickup, Call Forward & many more supplementary Services

● Monitoring devices alerts and information & daily Health check on RTMT tools.

● Handling of escalation of Customers, coordination with different vendors (Cisco TAC, etc.), and internal escalations.

● Handle customer and technical escalation for the service.

● IOS upgrade of Cisco routers.

● Hands-on Experience on many third-party integrated tools like QAM, Verba, VSR2 (Wallboard), etc.,

UCCX

● Design and Implement new contact center solutions.

● Configuring Applications, Triggers, Workflows, and Resources in UCCX.

● Maintain CSQ, Skill, group, and Team for agents.

● Maintaining Prompts, Documents, and Scripts in UCCX.

● Creating reason codes, actions workflows, etc., in Finesse Administration.

● Hands-on experience in Agent and Finesse applications in UCCX.

● Troubleshoot on CUIC for any issues related to reporting.

● Customize CUIC reports based on User requirements.

● Pull and read UCCX Engine MIVR logs as and when required.

● VSR2 wallboard integration with UCCX.

● Handling of escalation of Customers, coordination with different vendors (Cisco TAC, etc.), and internal escalations.

Scripts:

● Understanding new call flow requirements and creating scripts in UCCX.

● Solution of Call Back features in existing script.

● Solution of Dial by Extension isprovided.

● Solution of Queue Position in the script provided based on Call flow.

● Worked on CRM database integration with UCCX scripting to pull customer data from the database queries.

● Worked on XML (Both Doc and URL) integration in the script.

● Optimized the old script based on call flow.

● Configuration of the Wallboard based on new requests and requirements.

Unity

● Configuring users for Voicemail, and admin accounts in Unity connection.

● Creating Unity call flow using System call handlers – for the given requirement.

● Modifying/ Creating Holiday/voicemail prompts as per requirement.

● Worked on FRR, and Directory Handlers.