DEPINDRA SINGH

· Telecom Support Engineer with 8+ years of experience delivering enterprise-level support for Contact Center and Unified Communications solutions, with core expertise in IP Telephony, VoIP, SIP,and UCaaS/CCaaS environments.

· Experienced in Avaya ecosystems including Communication Manager, Session Manager, AEP, AES, and SBC for Enterprise; skilled in managing on-premise PBX setups, media gateways (G450/G650), and system integrations (HA) across global deployments.

· Demonstrated excellence in VoIP protocol troubleshooting (SIP, H.323, MGCP, H.248) using tools such as Wireshark and SBC logs to analyze signaling issues, codec mismatches, and call failures.

· Extensive experience designing and supporting IVR flows, call routing architectures (VDN, ARS, DID), trunk configurations, and automated inbound call handling strategies within Avaya and Cloud platforms.

· Hands-on expertise in cloud contact centers (Genesys Cloud CX, NICE CXOne, Amazon Connect), chatbots (Dialogflow CX, Microsoft CoPilot, Amazon Lex), and contact center analytics for continuous service enhancement.

· Adept at collaborating with cross-functional teams including Service Delivery, Project Management, Change Management and Incident Management, with proven ability to lead technical teams, drive operational efficiency, and align telecom infrastructure with business objectives.

· Contact Center Transformation & Strategy: Partnered with Business Engagement teams to deliver scalable and resilient cloud and hybrid contact center solutions. Led the design of complex call flows, routing strategies, and voice architecture for global operations.

· Telephony Infrastructure Leadership (Avaya Ecosystem):Directed end-to-end implementation and support of Avaya PBX on-premise systems, including onboarding of new BPOs, integrating global voice networks, and managing critical IT service interconnects.

· Access & Credential Governance: Oversaw secure provisioning and de-provisioning of user credentials across ACD, CMS, voicemail, and call recording platforms to ensure compliance and data protection.

· Advanced Call Routing & Design Optimization: Designed and maintained routing strategies including ARS, VDNs, and DIDs using ISDN and SIP trunking. Fine-tuned call flow architecture to optimize performance and minimize downtime.

· IVR & Call Flow Enhancements: Supported IVR design review and refinement using tools such as contact flows, queues, and routing profiles across platforms like Amazon Connect, Genesys, and NICE inContact.

· Core Telephony Troubleshooting & Analytics: Resolved SIP and H.323 call failures by addressing codec mismatches, misconfigured network regions, and hardware limitations. Delivered deep-dive analysis using Wireshark, SBC logs, and CM traces.

· Media Gateway & Hardware Health Management: Maintained health of Avaya media gateways (G450, G650), diagnosing DSP, fan unit, and synchronization issues through proactive system checks and real-time troubleshooting.

· Cloud Contact Center Operations: Processed MACD requests across Genesys CX, NICE CXOne, and Amazon Connect including user lifecycle management, role assignments, and access troubleshooting.

· Cloud Technology Exposure (AWS & AI Tools):Familiar with AWS services like Lambda, S3, IAM, CloudWatch, Polly, and Lex. Gained practical insight into chatbot platforms including Microsoft Copilot, Amazon Lex, and Google Dialogflow CX.

· Business Continuity & Disaster Recovery: Developed contingency plans to safeguard voice systems and ensure service continuity. Coordinated technical and operational efforts for disaster recovery and data resilience.

· Team Leadership & Cross-Functional Collaboration: Led IT service teams to deliver high-performance outcomes. Worked closely with Change, Incident, and Project Management functions to ensure smooth process integration and system stability.

· Continuous Improvement & Service Reliability: Identified and rectified systemic issues within telephony infrastructure, driving improvements in performance, reliability, and user satisfaction.

· 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