TELECOM
KETAN UNDE
Foundever (SITEL Pvt. Ltd.)
Kalyan,MH
8
years of professional experience
1
Language
Telecom Voice Engineer with 7+ years of experience managing mission-critical enterprise Avaya contact center environments, voice gateways, and SIP infrastructure. Proven track record in resolving high-priority P1/P2 production incidents, optimizing call-flow routing, and managing large-scale MACD operations. Actively expanding enterprise operations into cloud-native contact center platforms, leveraging practical Genesys Cloud administration, routing concepts, and workflows alongside legacy telephony systems.
Work History
Telecom Engineer
4 Years 3 Months- Administer Genesys Cloud CX platform navigation, user setup, queue management, and cloud routing workflows alongside legacy voice infrastructure.
- Possess basic knowledge of Genesys Architect flows and IVR call flow routing configurations to support cloud contact center interactions.
- Handle high-priority P1/P2 production voice issues and system outages to ensure business continuity across contact center operations.
- Support and configure Avaya SMGR, SM, SBC, Avaya CM, Media Servers, CMS Supervisor, ACD, and AES.
- Configure and upgrade Avaya Media Gateway 450 and G650; manage call-flow routing, trunk configuration, and SIP troubleshooting.
- Support Avaya One-X Agent/Communicator and Avaya Agent for Desktop while maintaining the NICE R7 recording environment.
- Support FreePBX voicemail configuration and CLI display management.
Avaya Senior Engineer
1 Year 4 Months- Delivered dedicated voice support on CMS and Avaya IQ for North America Region (NAR) accounts.
- Resolved daily MACD requests and managed high-priority P1/P2 incidents across multiple site locations.
- Performed daily CMS and IQ health checks, executed DSA changes/reboots, and performed Avaya IQ service restarts.
- Diagnosed and resolved CMS backup failures, Supervisor login errors, and reporting issues.
Avaya Engineer
1 Year 4 Months- Supported Wellspring and Telstra domestic and international processes on-site at TCS Vikhroli, Mumbai.
- Handled technical issues and escalations across Avaya products; extracted and analyzed report data using Prognosis and CDR applications.
- Designed and configured custom call flows using VDN, Vector, Skills, Hunt Groups, and Holiday Tables; uploaded announcements based on client demands.
- Managed CMS R17 user/group creation, monthly administration, manual log collection via PuTTY/WinSCP and routine maintenance backups.
Associate Executive Support (Avaya)
8 Months- Supported Business UAT testing and process onboarding for key clients, including Flipkart, MSEDCL, and CIBIL.
- Managed CMS R17 user creation, created Hunt Groups and Holiday Tables, configured announcements, and implemented VDN/Vector call flows.
- Assisted with MG450 gateway configuration and upgrades; performed scheduled and immediate backups of CM, AES, and CMS.
Education
BE - Electronics
GPA: 72%
HSC (XII)
GPA: 65%
SSC (X)
GPA: 88%
Skills
Cloud Contact Center: Genesys Cloud CX (Platform Navigation
Users
Queues
Architect Workflows & Routing Concepts
Basic Knowledge of Architect flows / IVR call flows)
Enterprise Avaya: System Manager (SMGR)
Session Manager (SM)
SBC
Communication Manager (CM)
CMS Supervisor
AES
ACD
Media Gateways (MG450
G650)
One-X Agent/Communicator
Agent for Desktop
Contact Center & Recording: CMS
Avaya IQ
NICE R7
CDR
Prognosis
Tools & Telephony: FreePBX (Voicemail Configuration
CLI Display)
PuTTY
WinSCP
Operations: P1/P2 Incident Management
MACD
Call-Flow Routing (VDN
Vector
Skills
Hunt Groups)
System Backups
Health Checks
RCA
Soft Skills: Technical Leadership
Cross-team Collaboration
Problem Solving
Incident Resolution
Websites
LANGUAGES & SOFT SKILLS
Languages: English, Hindi, Marathi
ADDITIONAL EXPERIENCE & RESPONSIBILITIES
- Hands-on knowledge of Avaya TN circuit packs including IPSI, CLAN, and MedPro.
- Executed data-center shutdown and restoration activities covering Avaya systems, CMS, AES, and Verint.
- Prepared Root Cause Analysis (RCA) reports following major incident resolutions.
- Managed scheduled and immediate system backups for CM, AES, CMS, and Verint.
Projects
- CAN-USB Converter: Built a CAN to USB converter using ARM-7, LM-35 sensors, and PIC16F876A processors.
- Heart Rate Monitoring: Designed a heart-rate monitoring module using Arduino and heartbeat sensors.
- LED Dimmer: Designed a light intensity reduction circuit using a 555 IC timer.
Timeline
Telecom Engineer
Foundever (SITEL Pvt. Ltd.)
07.2022 - CurrentRead More
Avaya Senior Engineer
Quess Corp Pvt. Ltd. (Avaya India)
12.2020 - 04.2022Read More
Avaya Engineer
Impact Infotech
08.2019 - 12.2020Read More
Associate Executive Support (Avaya)
CS Infocomm Pvt. Ltd.
12.2018 - 08.2019Read More
Mumbai University
BE from Electronics
Read More
Maharashtra State Board
HSC (XII)
Read More
Maharashtra State Board
SSC (X)
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