I.A. Rajesh
Lead Infrastructure Engineer (Avaya-Voice Networking & NICE Call Recording Solutions)
Chennai
Summary
Voice Infrastructure Team Lead coordinating offshore support, client escalation handling, and delivery planning for enterprise voice platforms. Directs team and project management, resource allocation, schedules, and documentation while keeping AVAYA, NICE, Verint, and Cisco support work moving through incident, change, and problem management processes. Partners with vendors and SMEs to close technical gaps and keep service commitments on track.
Overview
3
3
Languages
1
1
Certification
15
15
years of professional experience
Work History
Tech Specialist
Cognizant Technology Solutions
06.2016 - Current
- Providing Voice Infrastructure Support and Leading Offshore team.
- Experience in handling Avaya CM 5.x, 6.x 8.1, AES, SM and SMGR, AudioCodes SBC, Avaya SBC, ACD, skill based routing, call flows, OVOC call monitoring and VFC.
- Avaya Contact Center Support
- System Administration and Maintenance of Nice 4.1/Engage (voice)call and screen recording solutions
- Managed migration of NICE 4.1 call recording to cloud based NICE Engage 6.12 and Engage 6.12 upgrade to Engage 7.2
- NICE patching, upgrade, maintenance and troubleshooting
- old NICE 8.9 support and have experience in retrieving old calls from tapes
- Have knowledge in Microsoft SQL
- NICE inContact Call Center(CXone) & WFM Administration, Maintenance and support, Monitoring, Reports, End user issue handling, ACD and MAX agent issues, Business Communication, Collaboration with Vendor and SMEs.
- System Administration and Maintenance of the AVST (Open Text) Voicemail system.
- Verint L360 and Verint call recording experience.
- having solid experience in Service now ticketing tool.
- ITIL Certified, Incident (P1/Sev 1), having solid knowledge in Change and Problem Management procedures.
- Completed Administering Cisco Unified Communication Manager Training.
- Client interaction for requirement evaluation, risk assessment, finalisation of technical specifications.
- Handling projects from offshore, develop plans & schedules, resource allocations as per budgets, manpower deployment and team meetings for individual projects.
- Experience In Client escalation handling.
- Project Management, Resource Management, BCM, FTE, documentation, Appraisal/associate YEA review, having Mainspring, ispace tool knowledge.
- Interact with team members to ensure smooth progress of project work.
Technical Support Engineer (Call Recording Solutions)
Avaya India Pvt Ltd
12.2015 - 05.2016
- Provided L2 support for Harmony 4.x Call Recording solutions
- Avaya Contact Center/Enterprise Support.
Network Consultant
NTT Data Global Delivery Services
11.2014 - 11.2015
- JOB RESPONSIBILITIES:
- Global level L2 support for Client Morgan Stanley (APAC, EMEA and NA regions).
- Handling Avaya CM 5.x and 6.x with G450, G650 & G700 Gateways & Nice Loggers.
- Handling more than 80 Avaya PBXs Globally and giving remote Support
- Create\Edit Hotline, Hunt Group, vector & VDN Programming, holiday table.
- Coordinating with Project Team for New Site Go live and Site Decommissioning Activities.
- Hands on Experience in System Manager, Session Manager and CMS Reporting.
- Attended CUCM and Cisco Prime Collaboration Training Conducted by Client.
- Went to CISCO IPT implementation program/training at Client place.
- Installation and testing of Cisco 8841 and 88xx Phones.
- Participated in Nice Call logger installation and testing.
- Maintaining and configuration of Cisco phones, User Management and giving Remote support for Cisco User issues.
- Maintaining on working on Asterisk Voicemail for Voice (create/edit) related and issues.
- Working with Service now ticketing Tool Based on SLA.
Associate Engineer.
Flextronics Technologies
09.2013 - 10.2014
- JOB RESPONSIBILITIES:
- Complete System Support and data centre management support for Voice PBX CS1000E, Cisco and Network support.
- Maintained of Phone Control call billing server.
- Active member in Avaya to CISCO migration with Global Team
- Took care of Wi-Fi issues (ARUBA AP installation &configuration) and video conferencing (CISCO Tandberg) units.
- Maintained of Avaya and Cisco switches.
- Monitoring and Troubleshooting switch end issues (High Network utilization, Network failures, Switch Malfunctions, Switch down, loop Back, port issues Vlan issues)
Technical Consultant.
Orange Business Services through Magna InfoTech Pvt Ltd.
05.2011 - 08.2013
- JOB RESPONSIBILITIES:
- Provided system support for voice PBX CS1000E and Avaya S8800, ensuring operational efficiency.
- Managed Avaya Aura S8800 server with G650 gateways, facilitating seamless communication.
- Maintained ESS (S8800) server with gateway G450 remotely.
- Collaborated with design team to execute successful Nortel – Avaya migration, enhancing system capabilities.
- Maintaining remotely ESS (S8800) server with gateway G450
- Creating VDN, Vector, Hunt group, Agent ID.
Education
B.E - Electronics and Communication Engineering
Anna University
CHENNAI Diploma - E.C.E
C.N.P.T College
Chennai Skills
Avaya Aura Communication Manager
Session Manager
System Manager
AudioCodes SBC
NICE Engage administration
Nice Cxone Support and Infra Management
Support deployments, releases, and production changes
Max CX one agent, CX one and CX one reporting
ACD, IVR, routing, Studio, reporting, and dashboards
Call routing administration
Contact center administration
Call recording systems
Voicemail system administration
Gateway configuration
ACD, IVR, routing, Studio, reporting, and dashboards
Basic knowledge in AI
Monitor and resolve production incidents and outages
TTroubleshooting guides and operational documentation
Collaborate with cross-functional teams or stake holder on issue resolution
Offshore team leadership
Incident management
Change management
Problem management
Root Cause Analysis and Impact Analysis
Implement preventive measurement and solution
Client escalation management
Support deployments, releases, and production changes
Certification
ITIL V4 Foundation Certificate in ITSM
Timeline
Tech Specialist
Cognizant Technology Solutions
06.2016 - Current
Technical Support Engineer (Call Recording Solutions)
Avaya India Pvt Ltd
12.2015 - 05.2016
Network Consultant
NTT Data Global Delivery Services
11.2014 - 11.2015
Associate Engineer.
Flextronics Technologies
09.2013 - 10.2014
Technical Consultant.
Orange Business Services through Magna InfoTech Pvt Ltd.
05.2011 - 08.2013
B.E - Electronics and Communication Engineering
Anna University
Diploma - E.C.E
C.N.P.T College