Summary
Overview
Work History
Education
Skills
Certification
Personal Details
Languages
Timeline
Generic
Anantharaj P

Anantharaj P

Chennai,TN

Summary

Having 13+ years of extensive work experience in Information Technology in Domestic/International Contact Center industries. Expert in designing and implementing contact center solutions using AVAYA, NICE, Genesys Cloud CX, MS Teams, Cisco WebEx Contact Center & Cisco Contact centre (UCCE). Strong problem-solving & technical skills coupled with confident decision-making for enabling effective solutions leading to high customer satisfaction and low operational costs.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Infra Analyst

CitiCorp Services India Pvt Ltd
12.2020 - Current
  • Worked extensively with all the Avaya products ACM, AES, SMGR, ASM and CMS systems
  • Played a key role in successful migration of Avaya Communication Manager, System Manager, Session Manager from 8.x to 10.x across APAC region
  • Led successful implementation of voice Access Control List (ACL) for Avaya devices in collaboration with network team
  • Led successful migration project from ISDN to SIP protocol, coordinating cross-functional teams to ensure minimal disruption
  • Implementation, Integration and administration of Genesys Cloud CX for various projects
  • Avaya On-Prem to Genesys Cloud CX migration
  • Implementation and administration of MS Teams
  • MS Teams migration and integration with Direct route
  • Administration of Cisco CUBE and AudioCodes SBC
  • CUCM cluster consolidation, Implementation, Up-gradation and Support.

Assistance consultant

Tata Consultancy Services - Client: CitiCorp services
05.2019 - 12.2020
  • Led design and implementation for Avaya, CISCO and NICE recording systems ensuring seamless integration and optimal performance
  • Proficiency in Genesys Cloud CX and MS Teams platform, including configuration, customization, and Integration capabilities
  • Familiarity with related technologies such as CRM systems, workforce management, and analytics tools
  • Administration and Troubleshooting CUCM, CUC, UCCX, UCCE, and Voice gateways
  • Implement and administration of CUCM, CUC, CCX, Expressway E and C and VCS
  • Utilized ServiceNow tool for implementing voice configuration changes within scheduled windows, ensuring seamless deployment and compliance
  • Led the successful Avaya platform (Avaya communication manager, system manager, session manager, and AES) upgrade from 7.x to 8.x across APAC and ensured minimal downtime and smooth transition
  • Led the successful Avaya CMS upgrade from R18.x to R19.x, enhancing functionality and performance
  • Led the successful migration project from Avaya to Cisco infrastructure, overseeing the transition process from planning to execution.

Senior Engineer

Servion Global Solutions - Client: CitiCorp services
06.2016 - 05.2019
  • Managed design and implementation tasks for both Avaya, CISCO and NICE systems, ensuring seamless integration and optimal performance
  • New Project proposal, Design recommendation, Preparing RFPs, HLD and LLD
  • Cluster sizing and design recommendations, New Product POC and result submission
  • Led major data center relocation project in the Philippines, successfully relocated 500+ users and servers with minimal downtime
  • Migrated major Avaya projects from static to DHCP improving network flexibility and management
  • Performed capacity analysis and prepared network voice design documents for new ramp-up projects, ensuring scalability and efficiency
  • Administration and Supporting of Cisco UCCX 9.x, CRS Script writing and new call flow design and implementation
  • Utilized ServiceNow tool for implementing voice configuration changes within scheduled windows, ensuring seamless deployment and compliance.

Technical Lead

Cognizant Technology Solutions
03.2011 - 06.2016
  • Managed Telecom infrastructure with a team in 24x7 environments, serving as the 1st level escalation point
  • Functioned as a Team Leader, providing support and guidance to all my team members for efficient operations
  • Administration and Support for Cisco Agent desktop, Supervisor desktop, CSQ, Skills, Application, CRS Scripts and Triggers
  • Support and Administration of CUCM 7.x, CUC, CME and Cisco Voice Gateways
  • Administration and Support for UCCE and UCCX Cisco contact center infra
  • Administration and Troubleshooting Voice gateways MGCP, H323 and SIP voice gateways
  • Managed strong relationships with key accounts, stakeholders & clients had frequent connections and ensured smoother operations, and improve customer retention
  • Ensure DR or BCP is planned and considered in solution for all requirements that are related to Voice operations.
  • Performing capacity management as Trunk/PRI Utilization, System Uptime, Downtime Tracker, Licenses Tracker, and CDR Data
  • Managed, troubleshooted, and performed daily health check-ups on Avaya PBX, Avaya Media Gateways (MG450 and G650), NICE, CMS Server, Dialer, SM, SMGR, AEP, and AES
  • Oversaw NICE administration, resolving call recording issues, recorder player issues, and managing NICE loggers across locations
  • Ensured compliance of all voice components with vulnerability standards.

Education

Bachelor of Engineering - Computer Science And Engineering

K.S.Rangasamy College of Technology
2010

Diploma - Electronics And Communication Engineering

Government Polytechnic College
2007

Skills

  • Contact Center Cloud Technology – Genesys Cloud CX, AWS connect, MS Teams & Cisco WebEx Contact Center Platforms
  • Contact Center On-Prem Technology – Avaya Aura, NICE, UCCE and UCCX
  • Ribbon SBC, AudioCodes SBC, Cisco CUBE
  • Programming Languages: HTML, Python and SQL
  • Business Continuity Planning
  • Project Management
  • Process Management
  • Technology Management

Certification

  • AWS Certified Solution Architect Associate
  • Cisco Certified Network Associate Voice
  • Cisco Certified Network Associate
  • NICE Engage R6.6 -NICE Certified System Administrator
  • NICE Engage Platform 6.5 Troubleshooting Fundamentals
  • NICE Playback Portal R6.7 Fundamentals
  • Data Exchange Framework V3.4 Fundamentals in NICE


Personal Details

Name                                 : P. Anantharaj

Date of Birth                       : 07-May-1987

Resident Address                 : Plot 1A, Vaibhogam Homes, Flat-S2, Deivanani Nagar 4th street, Madipakkam, Chennai-600091

Nationality                          : Indian

Visa status                          : NA

Passport No                        : Y1028272

Passport Expiry                   : 09/04/2034

Languages

Tamil
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)

Timeline

Senior Infra Analyst

CitiCorp Services India Pvt Ltd
12.2020 - Current

Assistance consultant

Tata Consultancy Services - Client: CitiCorp services
05.2019 - 12.2020

Senior Engineer

Servion Global Solutions - Client: CitiCorp services
06.2016 - 05.2019

Technical Lead

Cognizant Technology Solutions
03.2011 - 06.2016

Bachelor of Engineering - Computer Science And Engineering

K.S.Rangasamy College of Technology

Diploma - Electronics And Communication Engineering

Government Polytechnic College

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