Kanav Sharma

Subject Matter Expert (SME) in Cisco UCCX TAC, leading escalations, training and mentoring new hires, and providing technical guidance. Collaborating with cross-functional TAC teams to troubleshoot and resolve complex issues involving multiple integrated systems within the UC environment.

Technical Expertise:

• Explicit knowledge in troubleshooting core UCCX components, including Engine, Database, Finesse, CUIC, CCP, Outbound Dialer, CUCM Integration involving AXL/JTAPI/RMCM, Upgrade/Installation, Backup & Restore, Platform & Enterprise Replication, Certificates, Live Data, IVR call flow issues, Finesse agent login issues, CUIC Reporting-related issues, CCX Script issues, RTMT, RTR, and more.
• A detailed understanding of MIVR, MADM, MCVD, CUIC, Finesse, the database, and other CCX traces to isolate issues and conduct root cause analysis.
• Skilled in root-level Linux operations for UC systems, and experienced in virtualization using VMware vCenter, ESXi, and related technologies.
• Engaging with the Business Unit to investigate and validate UCCX defects, contributing to timely bug fixes, and effective workarounds.

Escalation & Case Management:

• Designated SSPT Select Engineer, handling high-priority cases for Cisco's strategic support customers.
• Serving as a TAC Sponsor, responsible for reviewing case diagnostics and troubleshooting efforts prior to initiating BEMS escalations with the Business Unit.
• Responsible for performing case reviews, collaborating with TAC engineers to ensure progress, GCI accuracy, and alignment on issue resolution.

Leadership and Technical Excellence:

• Trained in the TAC Excelerate Technical Leader program, focused on developing leadership, mentoring, and advanced technical capabilities.
• Achieved AI Green Belt Certification, demonstrating proficiency in applying AI concepts to enhance technical support, and automation initiatives.

Strategic Reporting and Metrics Management:

• Responsible for managing the Internal Team roster and Hybrid Work Schedule (HWS) to ensure optimal team coverage and performance.
• Managing and reviewing key performance indicators (KPIs) such as Case Acceptance Time, Customer Satisfaction (CSAT), First Day First Resolution (FDFR), and more.
• Assisting in the creation of Quarterly Business Review (QBR) reports for UCCX, helping to drive actionable insights for internal stakeholders.

Product Testing and Innovation Contributions:

• Participated in Early Field Testing (EFT) for Cisco UCCX 12.5 SU3 and 15.x builds, working directly with the Business Unit (BU) to validate pre-release software.
• Reported 15 product defects during the UCCX 15.x Bug Hunt, earning second position for contributions to product improvement.
• Authored six technical articles for Tech Zone Week, and was awarded third place for technical knowledge sharing and community engagement.

• Responsible for designing and optimizing Cisco Voice low-level designs (LLD). Transition for new clients, preparing HLD and LLD.
• Responsible for the implementation and troubleshooting of Cisco Unified Communication Manager (CUCM), Cisco Unity Connection (CUC), Cisco IM & Presence, Cisco Unified Contact Center Express (UCCX), and Cisco Unified Border Elements (CUBE).
• Actively involved in planning, migration, and upgrade of VOIP infrastructure.
• Responsible for implementation, configuration, and troubleshooting on CUBE SBC for SIP and Voice Gateways (ISR routers, ISR G2 routers, and analog gateways) for ISDN PRI E1/T1 (CAS, CCS), FXO, FXS, etc.
• Responsible for handling and troubleshooting SIP, H.323, and MGCP-related issues on CUCM and Gateway by analyzing Gateway debug and CUCM traces.
• Responsible for implementing, configuring, and troubleshooting UCCX clusters involving Cisco Finesse, CUIC, updating CCX certificates, and licenses.
• Identify project objectives, put together a complete project plan, and manage day-to-day project management activities like scope, cost, schedule, and risk tracking.

• Worked first as a Trainee Network Support (UCCX) from June 2019 to April 2020 and was then converted into a full time Network Engineer (UCCX) in April 2020 hence have 2 separate experience letters for two separate positions in same organization.
• Expertise in the implementation & troubleshooting of UCCX architecture and its components, and its integration with CUCM and other third-party servers.
• Explicit knowledge and experience in troubleshooting of UCCX call flow, agent login issues, upgrade/install, backup&restore, Finesse agent state, live reporting, silent monitoring, CUIC related issues, fixing CCX Script issues, for UCCX including CUCM call routing issues and Voice Gateways configuration and issues.
• Responsible for implementing resources, skills, CSQ's, teams, applications, scripts, triggers, CTI RP's, Call Control Groups troubleshooting Cisco UCCX and CUCM 10.x, 11.x, and 12.x.
• Responsible for implementing new scripts, updating and troubleshooting existing scripts and handling Advanced Scripting in CCX.
• Customization of Live Data reports as well as historical reports in CUIC and in Cisco Finesse.
• Responsible for training new joiners on CCNA before training them on Cisco Collaboration environment.
• Worked with Cisco Development team (BU) to identify new bugs/defects on UCCX to address them with a fix or workaround.