Amaresh Mohanty

Led enterprise-scale contact center transformation programs for global clients across multiple functions.

• Directed comprehensive program execution, including planning, budgeting, governance, and risk management.
• Managed cloud migration initiatives utilizing Cisco UCCE, Google CCAI, SIP telephony, Oracle SBC, and UCaaS platforms.
• Collaborated with client executives and technology vendors to implement AI-driven customer experience solutions.
• Established governance frameworks, executive dashboards, and KPI reporting to enhance delivery visibility.
• Coordinated various concurrent workstreams while ensuring compliance with quality, schedule, and budget objectives.
• Supported pre-sales activities, solution planning, effort estimation, and transition planning for strategic transformations.

• Executed end-to-end implementation of UCCE, PCCE, and IPT solutions, delivering tailored solutions for diverse customer needs.
• Led multiple interrelated large projects, consistently exceeding SLAs and mentoring teams.
• Ensured prompt resolution of day-to-day network issues in IP telephony and Unified CCE.
• Troubleshot complex devices via remote login to identify root causes of outages.
• Conducted root cause analysis to minimize impacts of system malfunctions.
• Resolved technical escalations from team and onsite peers, facilitating seamless deployments.
• Administered company applications to safeguard overall network integrity.
• Managed BAU operations and implemented new requirements for Cisco UCCE to enhance system performance.

• Managing the complete outbound set-up both IVR and agent based campaigns
• Implementing the business requirements both inbound & outbound
• Functioning on Ucce upgrade, UCS upgrade, DC migrations and part of various platform upgrades in JIO
• Working on Third Party Tool LCM and part of LCM migration from 3.X to 4.X
• Facilitated third-party integrations for Reliance Jio Contact Center, enhancing operational efficiency with tools such as Servion IVR, Egain, NIM, Novelvox, IMS, ESBC Genesys & LCM
• Analyzed SIP response codes to identify communication issues., understanding the responses and creation of sip profiles for managing the same
• Resolved S1 and S2 level issues independently to maintain system performance.
• Implementing & troubleshooting of: Cisco Cube with IMS and SBC, worked extensively on various integration projects
• Integration of Nice recording & PCS (NIM & Engage) with UCCE
• Integration of Cisco UCCE outbound solution with List and Campaign Management
• Implementation of various call flows and call routing as per the business requirements
• Cisco Cube upgrade and implementation TCL files
• Analyzed customer reporting requirements and developed SQL queries for CUIC reporting
• Led automation initiatives to streamline manual processes and minimize human errors
• Working with various Monitoring Tools like Cisco Prime, SolarWinds and ELK
• Understanding of various business KPI and implementing real-time dashboards to monitor the same

• Managed incidents and issues, restoring service within SLA without escalations.
  Provided level 2 support for customers, handling severity 1 and severity 2 tickets.
  Supervised iOS upgrade activities for Cisco routers to ensure system reliability.
  Troubleshot third-party call recording solutions, including Knoahsoft Harmony.
  Resolved issues with Cisco Enterprise Contact Center Campaign Management Tool (LCM).
  Implemented and troubleshot voice gateways (PRI T1/E1) and WAN connectivity.
  Executed service requests according to customer requirements efficiently.
  Monitored business KPIs using SolarWinds and Cisco Prime tools.