MOHD BILAL BUKHARI
Hyderabad
Summary
Amazon Connect / Contact Center Engineer with 9+ years of IT experience and 2+ years specializing in Amazon Connect. Skilled in IVR and contact flow design, AWS Lambda, CRM integrations, call analytics, and omnichannel routing. Strong expertise in AWS services, Cisco UC, Genesys Cloud CX, VoIP, and enterprise contact center operations. Proven in P0 incident management, Tier-3 troubleshooting, RCA, and delivering high-availability communication solutions in Agile environments.
Overview
10
10
years of professional experience
Work History
Senior Technical Consultant
VIS Networks
08.2023 - Current
- Designed and implemented Amazon Connect contact flows for inbound and outbound call handling
- Built IVR menus with dynamic routing based on customer input, business hours, and queue metrics
- Integrated AWS Lambda to fetch customer data from CRM and DynamoDB
- Configured queues, routing profiles, prompts, and call recording policies
- Enabled real-time monitoring using CloudWatch metrics and Amazon Connect dashboards
- Optimized call flows to reduce Average Handle Time (AHT)
- Supported production issues and performed root cause analysis for call failures
- Ensured data security and compliance with Amazon standards
Voice / UC Engineer
Global NTT
03.2021 - 08.2023
- Administered CUCM, IP Phones, Jabber (CSF/TCT/TAB), and video endpoints.
- Troubleshot registration issues for phones, gateways, Jabber, and video devices, resolving Tier-3 tickets.
- Configured key UC features including Hunt Groups, Pickup Groups, SNR, Call Forward, and Extension Mobility.
- Managed on-net and off-net call routing issues across the enterprise network.
- Configured T1/E1 ISDN serial controllers and maintained connectivity.
- Supported MGCP gateways, SRST, and monitored system alerts.
- Resolved voicemail and Message Waiting Indicator (MWI) issues in Cisco Unity Connection.
- Performed LDAP user imports and directory synchronization tasks.
- Supported video conferencing environments using Cisco TelePresence Management Suite (TMS).
Network Engineer – Voice & UC
Exult IT Services
04.2018 - 02.2021
- Supported CUCM-based IP Telephony and Jabber environments for end-users.
- Troubleshoot IP phone, gateway, and video endpoint issues, ensuring minimal downtime.
- Managed dial plans and optimized enterprise call routing efficiency.
- Supported ISDN, MGCP gateways, and Survivable Remote Site Telephony (SRST) solutions.
- Assisted in phone replacement and cluster cleanup activities.
- Maintained Cisco Unity Connection voicemail services and user profiles.
- HPCL
FMS Engineer
Onward E-Services
12.2015 - 03.2018
- Provided comprehensive desktop, laptop, printer, and hardware/software support.
- Delivered remote support and video conferencing assistance to corporate users.
- Installing and troubleshooting Windows OS (XP to Windows 10).
- Supported MS Outlook, Word, Excel, and PowerPoint applications.
- Resolved LAN, DHCP, and domain-related network issues.
- Configured network printers and managed proxy settings.
Education
Bachelor of Engineering - Information Technology
PES College of Engineering
07-2014
Diploma - Information Technology
Jamia Polytechnic
01.2010
Skills
- Amazon Connect
- Contact Flow & IVR Design
- AWS Lambda
- AWS Services
- CRM Integration
- CTI & Telephony
- Call Recording
- Monitoring & Analytics
- Omni-Channel
- Troubleshooting & Production Support
- Security & Compliance
- Unified Communications & Voice
- Cisco Unified Communications Manager
- Cisco Unity Connection
- Cisco UCCX / UCCE
- Cisco IM & Presence
- Protocols
- Cisco Voice Gateways
- CUBE
- Contact Center & Cloud
- Genesys Cloud CX
- IVR Design & Migration
- Data-Driven IVR & Call Flow Development
- Skills, Queues, Agent Group Configuration
- CRM Integration using MuleSoft Proxy
- Monitoring, Tools & Infrastructure
- RTMT
- Wireshark
- CUCM Traces
- P0 / P1 Incident & RCA Management
- QoS Design & Troubleshooting
- LDAP / Active Directory Integration
- VMware / UCS
Core Technical Skills
- Amazon Connect (Inbound/Outbound, Queues, Routing Profiles)
- Contact Flow & IVR Design
- AWS Lambda (Node.js / Python)
- AWS Services: S3, CloudWatch, IAM, DynamoDB
- CRM Integration (Salesforce, Zendesk, ServiceNow)
- CTI & Telephony (SIP, DID, PSTN)
- Call Recording, Monitoring & Analytics
- Omni-Channel (Voice, Chat, Tasks)
- Troubleshooting & Production Support
- Security & Compliance (PII, Data Encryption)
- Unified Communications & Voice
- Cisco Unified Communications Manager (CUCM) – Administration & Troubleshooting
- Cisco Unity Connection (CUC)
- Cisco UCCX / UCCE
- Cisco IM & Presence (IM&P), CER, Expressway
- Protocols: SIP, H.323, MGCP, SCCP
- Cisco Voice Gateways, CUBE
- Contact Center & Cloud
- Genesys Cloud CX (Architect, Admin, Designer)
- IVR Design & Migration (On-Premise to Cloud)
- Data-Driven IVR & Call Flow Development
- Skills, Queues, Agent Group Configuration
- CRM Integration using MuleSoft Proxy
- Monitoring, Tools & Infrastructure
- RTMT, Wireshark, CUCM Traces
- P0 / P1 Incident & RCA Management
- QoS Design & Troubleshooting
- LDAP / Active Directory Integration
- VMware / UCS
Timeline
Senior Technical Consultant
VIS Networks
08.2023 - Current
Voice / UC Engineer
Global NTT
03.2021 - 08.2023
Network Engineer – Voice & UC
Exult IT Services
04.2018 - 02.2021
FMS Engineer
Onward E-Services
12.2015 - 03.2018
Bachelor of Engineering - Information Technology
PES College of Engineering
Diploma - Information Technology
Jamia Polytechnic