Manish Aggarwal

Key Responsibilities:

• Designed IVR flow for customer call handling.
• Implemented VMN routing to agent forwarding numbers.
• Integrated API push and SMS workflows.
• Designed and maintained IVR call flows, including routing logic and API-driven decision trees.
• Managed telephony systems with Asterisk, monitoring SIP channels and call quality.
• Captured and analyzed PCAP and RTP traces to diagnose audio, one-way voice, and network-level issues.
• Integration of Call Leads into IVR Via APIs
• Managed Domains, Hosting, DNS, and SSL for clients on Godaddy and MS Azure
• Installed, configured, and debugged WordPress deployments on shared hosting.
• Executed SQL queries and optimized data workflows for telephony platforms and CRM integrations.
• Created technical documentation for IVR logic, system architecture, and operational procedures.
• Integration of IVR Leads in Glocal360 LMS for AI enhancements
• Coordinated with cross-functional teams for issue resolution and platform improvements.

Clients & Projects:

• Maruti Suzuki , Bajaj Motorcycles, Suzuki Motocycles, Eicher, KTM, Triumph, Muthoot Finance, Chennai Real Estate Clients and multiple small budget clients

Achievements:

• Improved IVR performance by restructuring call flows and API integrations.
• Successfully delivered multiple telephony/IVR deployments end-to-end.
• Automated diagnostic steps reducing troubleshooting time significantly.
• Reduced call drop issues by diagnosing SIP & RTP packet loss across networks.