Mohit Verma

• Amazon Connect Contact Center Configuration and Troubleshooting.
• Design, development, support, implementation, and migration of Amazon Connect cloud contact center
• Worked on s3, retention policy, IAM roles, and policy.
• Experienced on contact center end-to-end migration and implementation
• Queue, routing profile, queue, agent hierarchy creation Configuration related to User management, Routing profiles, Agent status, Security profiles, and Agent hierarchy.
• Custom status, Customer profile setup, voIP configuration, configuration related to IVR, Voice Message in Dynamo DB.
• Gathering requirements from clients and building the contact flow and database integration.
• Reporting Configuration- Real-time and Historical Metrics, Login Logout Reports, Call Recordings, and logs.
• Routing Configuration: Phone Numbers (DID, TFN & Extension), Contact Flows, Prompts, Queues, Hours of Operation, and Quick Connects.
• Kinesis stream setup and Reporting
• Agent Onboarding and Migration to the AWS platform.
• Managing Change and Service requests related to changes in Dynamo DB.
• Managing CCP Audio issue.
• Troubleshooting for Kustomer CRM integration with Amazon Connect.
• Design, Develop, and support IVR Self-service and Contact center operations.
• Experience in working with business users by analyzing the requirements, providing inputs, and identifying technical challenges.
• Good experience in Troubleshooting the issue/problem and providing Root Cause Analysis (RCA) to the client.
• Experience in leading On-Call support for IVR Apps and in coordinating & supporting Change Management and Incident Management.
• Launching and Configuring Cloud Machines: Deploy new machines in the cloud for client applications, ensuring proper configuration and setup
• Utilizing AWS Services: Create and manage services using AWS services such as EC2 instances, Auto Scaling, S3, Elastic Load Balancers, AMIs, and snapshots by utilizing EBS
• Database Management: Set up and manage databases on Amazon RDS, ensuring proper performance and availability. Monitor servers using Amazon CloudWatch
• Virtual Private Cloud Setup: Configure Virtual Private Cloud (VPC) with different subnets, routing tables (RT), Internet Gateways (IGW), and NAT Gateways
• Server Monitoring and Alerts: Monitor servers using Amazon CloudWatch and set up monitoring alerts based on severity levels.

· Managing responsibilities of Senior engineer in Amazon Connect (CCP), Dynamo DB, Amazon Support, S3, Lambda, Amazon Lexbots, CSHQ, Glance Application Support, Glance Smartlook Testing, Splunk Dashboards, CIC, Interaction Administrator, ININ Attendant, ININ Desktop, ININ Supervisor, ININ Support and Marquee Boards.

· Working with a 7-member team and managing daily Contact Center Operations and IVR-related changes.

· Tools: Slack, Service Now, Jira and Splunk.

· Amazon Connect Configuration and Troubleshooting.

· Configuration related to User management, Routing profiles, Agent status, Security profiles and Agent hierarchy.

· Contact Flow Configurations.

· Contact flow integrations with Lambda.

· Configuration related to IVR, Voice Message in Dynamo DB.

· Reporting Configuration- Real-Time and Historical Metrics, Login Logout Reports, Call Recordings, and logs.

· Routing Configuration: Phone Numbers (DID, TFN & Extension), Contact Flows, Prompts, Queues, Hours of Operation, and Quick Connects.

· Agent Onboarding and Migration to the AWS platform.

· Managing Change and Service requests related to Dynamo DB and CSHQ changes.

· Managing CCP Audio and Glance Video-related issues.

· Troubleshooting for Salesforce CRM integration with Amazon Connect.

· Administration of Glance Turbo Tax Application and provisioning of agents on Glance.

· Co-ordinate with different TELECOM Vendors/service providers worldwide and ensure timely restoration of Network Connectivity.

· Monitoring Amazon Connect and Splunk Dashboards.

· Create Task and Change Management Requests (CMR) as per new requirements.

· In CIC, Implementing and configuring IVR Applications using Genesys-Pure Connect Technologies like Customer Interaction Center (CIC), Interaction Administrator, Interaction Attendant, Interaction Designer, Interaction Client, Interaction Marquee, Interaction Recorder and Quality Analysis tools, Post call Customer Survey Mechanism (Interaction Feedback), Interaction Fax, etc.

· Handling Interactive Intelligence (CIC) requests for chat routing.

· Participated regularly in Review meetings with QA Engineers and Development team.

· Regularly interacted with offshore and onshore development teams.

· Documented all system changes and requests for user access using Change Management Forms in the SharePoint document library.

· Scenarios and test cases for integration, regression and User Acceptance Testing (UAT) to improve overall quality of the application.

· Wrote the Requirements and Functional Specification Documents.

· Managing/Creating monthly and quarterly business Service now reports and presentations.

· Managing responsibilities of System engineer in Genesys PureCloud and PureConnect Infrastructure as IVR Developer and Contact Center Support Engineer, Genesys CIC, Interaction Administrator, Interaction Attendant, Interaction Designer, Interaction Client, Interaction Marquee, Interaction Recorder, and Quality Analysis tools Marquee Boards.

· Working with the 8-member team and managing daily VOIP and Contact Center Operations.

· Genesys-CIC(Customer Interaction Center) Server Configuration for Call Processing.

· Configuration of Interactive Intelligence PureConnect environment with CIC Server, Media Server Gateway Installation and configuration, and timely patch upgradation.

· Configuration of PureCloud environment like Edge and Bridge server configurations.

· Integration of Contact Center with CRM solutions like Salesforce.

· Implementing and configuring IVR Applications using Genesys-PureConnect Technologies like Customer Interaction Center (CIC), Interaction Administrator, Interaction Attendant, Interaction Designer, Interaction Client, Interaction Marquee, Interaction Recorder and Quality Analysis tools, Post call Customer Survey Mechanism (Interaction Feedback), Interaction Fax, etc.

· Developing requirement-specific Custom Handlers using Interaction Designer.

· Implementing and configuring IVR Applications using Genesys-PureCloud Architects.

· Voice\Screen Recording Configuration, Retention Policy Configuration.

· License Allocation, De-allocation.

· Understand the customer requirements and design the tech visibility.

· Chat Configuration and support.

· Voicemail Configuration and Support.

· Polycom Phone Configuration and Registrations.

· Admin Task: IP Table configuration, Workgroup\Skills\Users Configuration\Report Configuration.

· Project management activities, RFP, PRD documentation, site-specific detail design document, including the site's architecture, network diagram, etc.

· Participated regularly in Review meetings with QA Engineers and Development team.

· Regularly interacted with offshore and onshore development teams.

· Documented all system changes and requests for user access using Change Management Forms in the SharePoint document library.

· Scenarios and test cases for integration, regression, and User Acceptance Testing (UAT) to improve the overall quality of the application.

· Wrote the Requirements and Functional Specification Documents.

· Troubleshoot failed development and production packages and communicate offline end-points to appropriate support teams and developers.

· Managed responsibilities as a system engineer in Avaya CM, AAM, CMS, NICE, AES, and CDR Infrastructure as a contact center and UC support engineer.

· Working with the five-member team and managing daily VOIP and Contact Center Operations.

· Managing & administering all AVAYA servers like CM, AAM, CMS, NICE, AES, and CDR.

· Working on CM Ver 6.0.

· Configuration, Troubleshooting & Administration of Avaya Servers S8300, S8500, S87XX, S8800, Media Gateways G-450, G430 & G-650.

· Create a new AVAYA extension, create and delete it, and provide management with the STD/ISD Authorization code.

· Creating, managing, and monitoring VDNs, vector Hunt groups, extensions, coverage paths, route patterns, dial plans, and AAR/ARS tables.

· Firmware upgrade for Avaya Phones.

· Backups, Server Health Checkups, and Announcement Backups activities on a daily basis.

· Creating audio TATA & BT international bridge for conferencing.

· Coordinate with all PRI vendors.

· Monitoring major, minor, and critical alarms on CM, NICE, and CMS.

· Escalate the critical issues immediately & contribute to solving them with 3rd level.

· Closing Issues within the SLA period (the Service Now Help Desk Tool).

Prepare monthly MIS reports and maintain assets inventory on the portal.

. Managing responsibilities of System engineer in Genesys Pure Connect Infrastructure as Contact Center & UC Support Engineer, Genesys CIC, Interaction Administrator, Interaction Attendant, Interaction Designer, Interaction Client, Interaction Marquee, IC Dialer, Interaction Recorder and Quality Analysis tools Marquee Boards, and Avaya Gateway 450 Working with 8 members team and managing daily VOIP and Contact Center Operations.

· Job Responsibilities:.

· Creating new AVAYA extension, creation and deletion of extension, providing STD/ISD Authorization-code to management, creating Campaign, Workgroup, and Skill in dialer, adding workflow into the particular inbound process, creating time zone for the different process in dialer.

· Creating, managing and monitoring VDN's, vector Hunt groups, extensions, coverage path, route pattern, dial plans, AAR/ARS tables etc.

· Solving day to day issues of call disconnect, tickets not presentable, issues with agent logging.

· Firmware upgrade for ININ Polycom phones and Avaya Phones.

· Managing & administration of AVAYA server.

· Managing and maintenance of Tele soft tool for CDR.

· Check backup of all server on daily basis.

· Creating audio TATA & BT international bridge for conferencing.

· Managing ININ server, working on CIC server, working on attendant for inbound and outbound configuration, making outbound campaigns, workgroup, skill, contact list on administrator.

· Providing dialer support to the end user and troubleshooting dialer related issues.

· To coordinate with all vendors of PRI and Audio conference issues.

· To create Dialer ids required by the operation.

· Pull out stuck recordings from ICBM and provide to operation.

· Checking alarm like major, minor, critical on CM.

· Escalate the critical issues immediately & contribute in solving them with 2nd level.

· Closing Issues within SLA period on (Service Help Desk Tool).

· Daily Health Check-up of Servers Like: CM.

· Managing and maintenance of VC through RMX video Conferencing solution.

· Preparation of Monthly MIS report and maintain assets inventory on portal.

· Managed responsibilities as a system engineer in Avaya CM, AAM, CMS, NICE, AES, and CDR Infrastructure as L1 Contact Center and UC Support Engineer.

· Job Responsibilities:.

· Managing Airtel Bharti Network (India and Africa) remotely using the Citrix tool.

· Performing a Health Check for the Avaya CM server and providing first-level resolution in case of any issue.

· Provided technical support to regional teams for O&M support, raising and closing incidents, and CR and SR, whenever required.

· Proactive Alarm Monitoring on Matrix AOSPE Tool.

· PRTG Network Monitoring (PRTG Tool) to optimize the network and avoid system downtimes.

· Real-Time Peri view Monitoring of MPS 100 by MPS Manager for monitoring E1s.

· MDM Monitoring—Use the Nortel MDM tool to monitor the connectivity status of DS3 links from the MSC Passport Device to the Hub Data Center Passport Device.

· Escalate the critical issues immediately & contribute to solving them at 2nd level.

Coordination with clients and meeting the desired SLA's.