Mahesh Raju

Results-driven consultant with extensive experience in pre-sales and cloud telephony infrastructure management, specializing in designing end-to-end solutions for enterprise UCaaS and contact center environments. Proven ability to engage effectively with clients and align multi-vendor solutions with business objectives while managing competing priorities.

Technical Certifications & Qualifications

• Diploma in Computer Science & Engineering | Bangalore, India

Cloud & Infrastructure

• CKA: Certified Kubernetes Administrator (CNCF)
• CTP: Converged Technology Professional

Enterprise Voice & Unified Communications (UC / Contact Center)

• Avaya Aura Suite: ACIS (Avaya Aura Contact Center), APSS, Communication Manager, Session Manager, System Manager, AES, Presence
• Mitel: Certified in UCaaS & Contact Center Solutions
• Oracle: Oracle Session Border Controller (SBC) Certified Sales Specialist

Networking & Telephony

• Cisco: CCNA, CCVP (QoS, CVOICE)

• Date of Birth: 11/19/80
• Marital Status: Married

• Black Box India Pvt Ltd, Bangalore, Karnataka, India, Solutions Engineer – Unified Communications and Contact Center solutions, 12/01/22, Design end-to-end modern workplace solutions for major UC and CC vendors (Mitel/Avaya/Ring Central/Zoom) on cloud and on prem., Develop detailed costing sheets, budgetary plans for multiple high value projects., Create comprehensive SoWs, ensuring clear communication of project scope and deliverables., Collaborate with sales and technical teams to align solutions and client needs., Engage with OEM to validate design and non-standard solution / product., Ensure solutions meet industry-standard security and compliance requirements., Engage in customer facing meetings along with Sales team to boost revenue achievement., Deliver HLD & LLD based on project requirements., Work closely with the sales team and assist in expanding client base., Determine new business opportunities and develop strategies.
• Mitel India Pvt Ltd, Bangalore, Karnataka, India, Tier3 Systems Engineer – Cloud Operations, 06/01/17, 12/01/22, Hired as Senior engineer for cloud operations support and promoted to Tier3 engineer to manage cloud infrastructure for US, EMEA and APAC region., Onboarding and maintaining Mitel customers on private cloud (VMWare) and public cloud platforms such as GCP, AWS., Experienced in managing data center operations including data assurance, monitoring, notifications., Handling large customer migrations from on premise to cloud., Upgrades and patching Mitel applications to latest release., Build Proof of Concepts / demo environments for customers/partners/internal sales team., Handling capacity management by purge and cleaning up data center resources., Provide training and support of tier1/tier2 teams and for new hires., Keep the Knowledge base articles updated.
• Cispro Technologies, Bangalore, Karnataka, India, Project Manager, 06/01/15, 06/01/17, Managing a team responsible for technical delivery and project management for large accounts., Provided support to sales team in technical presales activity such as professional services effort estimation, scoping workshops, technical presentations, working with OEM vendors and partners to define role and responsibilities., Identify client requirements and develop customized solutions., Develop confidence and sensitivity in working closely with clients to clearly define operational needs and potential solutions., Project review and helping team members in technical delivery for large scale, multi-site, rollout., Managing escalations, Incident and change management., Operational experience in maintaining open communication and presenting regular updates on project status to all stakeholders., Preparing HLD, LLD documents for solution delivery.
• Mara-Ison Technologies, Bangalore, Karnataka, India, Manager – Technical Delivery, 11/01/13, 04/01/15, Managing a team responsible in planning and executing large projects specialized in Avaya Contact Center products., Provided system consulting services to customers including project planning and management, systems analysis and design including requirement gathering, user support activities, testing and documentation., Analyze processes to ensure maximum availability through change and problem management reviews., Provide RFP responses for complex contact center requirements and prepare technical proposals/documentations., Participate in customer engagement, conduct data gathering sessions and provide training for customers., Consultation on advanced Avaya solutions – features, functionality, licensing, and integration requirements., Conduct Demos and Proof of Concept installation for new product introductions to the market., Provide technical guidance to implementation team and project management activities.
• Avaya India Pvt Ltd, Bangalore, Karnataka, India, Consultant and System Analyst, 03/01/08, 11/01/13, Part of Avaya professional services team, majorly handling Avaya Aura Contact Center (AACC), Elite Multichannel (EMC), Avaya Interaction Center, Operational Analyst and Call Center Elite products., Involved in complex AACC install and upgrade projects for critical customers in US and APAC region., Provide implementation support for projects with defined implementation steps and manage integration and delivery of discrete deliverables directly to customer., Delivered complex AACC multimedia integration with existing elite environment for Tatts customer in Australia that helped increase agent productivity., Installed AACC mission critical and geo redundant setup for Empire life customer in US., Participated in cross-functional process team to develop/improve processes for effective solution delivery., Successful upgrade AACC system to latest release for Agoda customer in Thailand with zero downtime, including geo redundant setup., Involved in programming and testing complex call flow through orchestration designer for Infosys customer in India., Installed EMC with redundant setup for Boeing customer in US., Call Center programming in Elite environment through provisional tool., Have worked on complex numbering plan changes and large call flow designing projects and documentation in Visio., Producing technical documentation of own work and submitting white papers on knowledge management forum.
• HSBC EDPI Pvt Ltd, Bangalore, Karnataka, India, Assistant Manager, 10/01/03, 03/01/08, Part of HSBC group telecom team, involved in establishing and maintaining the IT and Telecom infrastructure., Actively involved in designing and implementing Contact Center (Aspect ACD, Verint voice logger, Nortel PBX) and Data (Cisco and Nortel passport) infrastructure for new sites in India (Bangalore, Hyderabad, Vizag) and Sri Lanka., Increased each of these sites had 2000+ seats helping back-end processing for HSBC bank worldwide., Manage Day to Day maintenance of telecom infrastructure., Conduct internal audits to ensure all IT equipment's are set as per group policy guideline., Vendor Management to ensure maximum uptime.
• Cyber Bazaar India Pvt Ltd, Bangalore, Karnataka, India, Telecom Engineer, 12/01/01, 10/01/03, Part of telecom team, involved in installation and maintenance of telecom equipment's., Maintain Alcatel 4400, Siemens PBX systems and Audio/Video conference bridges., Call flow programming and testing in IVR system., Programming and testing in house call billing software., Working with service providers for leased line and E1 lines commissioning and support.
• Easy Call India Pvt Ltd, Bangalore, Karnataka, India, Technical Trainee, 02/01/01, 12/01/01, Part of telecom team, involved in maintenance of telecom equipment's., Move, Add and Changes in Nortel 11C – PBX., Database Management and Backup routines., Install and Manage user desktops and CISCO switches.