Kunal Narula

Global Incubation & Product Engineering Lead UCC (Product, Proposition & Partner)

HCLTech | May 2021 – Present

• Spearhead innovation and incubation in Unified Communications & Collaboration (UCC), developing differentiated service propositions (UCC, AV, MMS).
• Define and execute product, partner, and GTM strategies to drive growth in HCL’s Mode 3 business (IP & workflow-led solutions).
• Lead cross-functional teams of architects and engineers, driving product engineering excellence and strategic partner engagements.

Presales Evangelist– Unified Communications & Collaboration (UCC)

HCLTech | Dec 2018 – Apr 2021

• Designed enterprise-grade UCC solutions, managing RFP/RFS/RFI/RFQ responses and complex transformation/managed service deals.
• Conducted strategic workshops for account growth, and delivered capability sessions to C-level clients and internal stakeholders.
• Collaborated with procurement and alliances to strengthen partner ecosystems and enhance solution delivery.

Center of Excellence (CoE) – UCC Solutions

HCLTech | May 2017 – Nov 2018

• Delivered end-to-end design and implementation of voice/video solutions (Teams, Cisco UC suite, Zoom, Webex, Telepresence).
• Led lab simulations, system upgrades, and technical documentation for client deployments.
• Provided proactive tech recommendations and knowledge transfers, enabling clients to maximize solution performance.

Technical Lead – iWAN (SDWAN), Multi-Service & Physical Security(IOT)

Cisco TAC

• Led technical support for iWAN, Physical Security, and Unified Communications, serving as the primary escalation point for complex multi-service issues.
• Delivered advanced troubleshooting for CUCM, CME, and Unity integrations, leveraging trace analysis, packet captures, and issue replication.
• Provided expert support across VoIP protocols (SIP, H.323, MGCP, SCCP, ISDN, SS7), ensuring high availability and system performance.
• Collaborated with engineering teams to resolve critical cases and influence product improvements.
• Trained and mentored junior engineers, conducting case reviews and fostering team capability in best practices and design guidance.

• Provided advanced support as an escalation engineer for third-party apps (OneNote, Outlook, McAfee), resolving complex user issues.
• Diagnosed and resolved network issues related to DHCP, DNS, TCP firewall, and security configurations.
• Delivered technical training to new team members, improving onboarding and support efficiency.

Executive Support – HP Alpha & Beta Project

• Provided technical support for HP wireless printers, fax machines, and modems, ensuring smooth device operation and customer satisfaction.
• Resolved Wi-Fi connectivity and DHCP configuration issues on Windows platforms.
• Educated customers on fax setup via RJ-11, enhancing user experience and device utilization.

Trainee – Customer Support

• Delivered technical support to High Net-worth Individuals (HNIs), ensuring high-quality service and issue resolution.
• Hands on work of Avaya Contact Center systems including CMS, ACD, IVRS, CTI, and voice loggers, ensuring smooth call center operations.
• Contributed to unit testing of new ticketing applications, aiding process enhancements and system reliability.