DEPINDRA SINGH

Professional with 8+ years of experience supporting Contact Center solutions. Providing L2 support specializing in IP-Telephony. Seeking challenging role to optimize performance and contribute strategic leadership in Contact Center technology, Client Relationship Management, and Continuous Improvement initiatives within UCaaS/CCaaS environment.

· Telecom Support Blueprint: Working closely with the Business Engagement teams for the successful delivery of contact center projects involving complex incoming call flows/call routing and architecture.

· Avaya PBX Setups on-prem solutions: Spearheaded complex Avaya PBX setups, overseeing seamless onboarding of BPO business and integrations of Voice Network and IT services across diverse global locations. Demonstrated proficiency in managing intricate telecommunication infrastructures.

· Credential Management: Managed the add or removal processes related to Avaya credentials in ACD/CMS/Recording Portal/VM systems. Ensured secure and efficient credential management to maintain data integrity.

· Strategic Call Routing Solutions: Established and supervised call directions, Automatic Route Selection (ARS) entries, Direct Inward Dialing (DID), and Vector Directory Numbers (VDN) connections on trunk lines. Utilized ISDN and SIP trunking for the flow design.

· Review and assist on IVR flows using contact flows, queues and routing profiles wherever needed.

· CM Troubleshooting: Diagnosed SIP & H.323 call failures due to codec mismatch or misconfigurations of resource sharing in IP-network-region or failure due to any other reason be it hardware related or network/ISP related.

· Media Gateway (G450 & G650) troubleshooting: Worked on DSP, Synchronization, announcement and fan unit related issues by doing proactive health checklist else if any call quality issue reported.

· SIP Debugging using Wireshark & SBC Logs: Analyzed SIP traces and call failures using Wireshark, SBC Logs, and traces for in-depth troubleshooting.

· Flaw Identification & System Reliability Assurance: Played a crucial role in identifying and rectifying flaws in the existing design of Avaya PBX systems. Ensured the reliability and seamless functioning of voice systems, enhancing overall operational efficiency.

· Cloud Contact Center: Worked on MACD requests for business users mapped in Genesys CX, NICE CXOne & Amazon Connect. Requests include user activation/deactivation, profile and permission settings, password reset and issues related to user login.

· Basics fundamentals of AWS products such as Polly, Lambda, Les, S3, IAM, CloudWatch etc.

· Chatbot Knowledge: Understanding of Microsoft CoPilot, Google Dialogflow CX and Amazon Lex.

· Business Continuity Plan: Strategized for system continuity in the face of failures, incorporating technical and operational approaches, along with measures for effective data backup and recovery.

· Leadership and Team Management: Steering a team to ensure seamless operations and the delivery of high-quality IT services.

· Technical Issue Resolution: Oversaw the resolution of technical challenges, ensuring the maintenance of efficient and resilient systems.

Collaborated with Service Management teams, including Change Management, Project Management, Incident Management and Project Management, to ensure seamless process integration.

· Amazon Connect Developer Specialist

· Amazon Connect Communications Specialist

· AWS Certified Cloud Practitioner - CLF-C02 | 2023

· Ex. Avaya Certified Support Specialist (ACSS)

· Ex. Avaya Certified Implementation Specialist (ACIS)

· Ex. The SIP School Certified Associate (SSCA)

· Google CCAIP Badge: Configure and Maintain CCAIP as an Admin

· Google CCAIP Badge: Manage Functions and Reporting with CCAIP

· Google CCAIP Badge: Handle Customer Interactions with CCAIP

· Microsoft Azure Cloud Certified - AZ-104 | 2023

· MCSA Certified (Microsoft Certification ID: 6638022)

· Project Management Professional Certification (PMP) - Project Management Institute | 2023

· Introduction to Project Management from The Adelaide University, Australia | 2020

· TOGAF 9 Certified - The Open Group Certification for People | 2023

· ITIL V4 from AXELOS Global Best Practice | 2020

· Certification: Sprinklr Conversational AI Pro

· Certification: Sprinklr System Admin Pro_ Workflow Setup

· Certification: Sprinklr System Admin Pro_ Team Management