Jenishree Venkatapathy
Senior VOIP Engineer
Bengaluru,KA
Summary
Accomplished Senior VOIP Engineer with expertise in L2 support and SIP troubleshooting. Demonstrated ability to enhance customer satisfaction through effective communication and problem-solving. Proficient in PABX configuration and RTP analysis, driving system optimization and process improvements. Recognized for collaborative efforts and management skills.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
Senior VOIP Engineer
Movate Technologies Pvt Ltd
12.2021 - Current
- Provide L2 support for Linux-based Omni PCX Enterprise systems.
- Troubleshoot and analyze complex VoIP issues using tools such as Wireshark, syslogs, tcpdump, and PBX logs.
- Utilize the CLI for advanced configuration and management of enterprise telephony systems.
- Simulate real-world scenarios, including SOT deployment, database load, and license management.
- Collaborate with R&D teams for feature implementation, bug resolution, and system optimization.
- Document technical issues and resolutions using ticketing tools (Salesforce, YouTrack).
- Author Knowledge Base articles, and support proactive self-service initiatives.
- Interface with presales teams to validate enterprise voice architecture and assess solution feasibility.
- Provide technical support across UC platforms.
- Configured major call flows, including managing the Contact Center Operations, generating reports, call recording, etc.
- Implement and maintain systems on virtualization platforms, like VMware and Hyper-V.
- Manage hybrid voice infrastructure across cloud environments.
- Deliver knowledge transfer sessions for new joinees, and contribute to internal training initiatives.
- Engage in 24/7 on-call rotations to resolve high-priority incidents within the SLA.
- Participate in root cause analysis (RCA) and process audits to ensure quality improvement.
Senior Customer Service Representative
LYCATEL BPO Private Ltd
09.2018 - 11.2021
- Assisted customers with product inquiries, order issues, and account management. Resolved customer complaints and concerns in a timely and professional manner.
- Analyzed customer feedback and usage data to identify trends and opportunities for improvement, driving product enhancements and optimizations.
- Identified opportunities to upsell or cross-sell products and services to existing customers.
- Implemented customer loyalty programs and incentives to increase customer lifetime value.
- Collaborated with sales and marketing teams to create targeted retention campaigns and promotions.
- Establishing and shaping the client's expectations to maximize customer delight, and developing and implementing strategies to improve customer retention rates.
- Experience in conducting customer surveys and feedback analysis.
- Experience in conducting product and process training for new joiners.
Senior Support Engineer
CSSCORP Pvt Ltd
02.2017 - 06.2018
- Offering technical assistance for home networking devices.
- Assisting U.S. clients with product configurations and feature enhancements.
- Provided personalized support to high-value customers to strengthen relationships and prevent churn.
- Delivering comprehensive technical support, encompassing hardware testing, remote assistance, ISP conferences, and promoting upselling packages.
- Timely handover of cases to appropriate teams.
- Delivered exceptional customer service by addressing user inquiries promptly and professionally.
Consultant
Sutherland Global Service
04.2016 - 02.2017
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
Education
Master of Science - Computer Application
University of Madras
Chennai, India 04.2001 -
Bachelor of Science - Computer Applications
Nazareth College of Arts & Science
Chennai, India 04.2001 -
Skills
L2&L3 Troubleshooting for SIP/ISDN release call issues
Log Analysis
Understanding and troubleshooting SIP call flows
Contact Centre (Mitel)
RTP analysis (ie) codec negotiation and media flow between multiple networks
PABX configuration
Certification
ACFE OmniPCX Enterprise
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridOn-SiteImportant To Me
Work-life balanceCompany CultureFlexible work hoursPaid time offWork from home optionHealthcare benefitsCareer advancementStock Options / Equity / Profit SharingPaid sick leavePersonal development programsTeam Building / Company RetreatsTimeline
ACSE OmniPCX Enterprise
02-2025
ACFE OmniPCX Enterprise
06-2024
Senior VOIP Engineer
Movate Technologies Pvt Ltd
12.2021 - Current
Senior Customer Service Representative
LYCATEL BPO Private Ltd
09.2018 - 11.2021
Senior Support Engineer
CSSCORP Pvt Ltd
02.2017 - 06.2018
Consultant
Sutherland Global Service
04.2016 - 02.2017
Master of Science - Computer Application
University of Madras
04.2001 -
Bachelor of Science - Computer Applications
Nazareth College of Arts & Science
04.2001 -