P Gopinath
Chennai
Summary
Service Delivery/Operation Lead with 12+ years of working experience in IT and BPO Companies digital channels and strategic planning with CCaaS.
Extensive experience in building and leading high-performing teams, developing success plans and collaborating with cross-functional teams. Seeking a strategic level role to contribute and grow with the organization
Overview
21
21
years of professional experience
1
1
Certification
Work History
Infrastructure Technology Specialist
Cognizant Technologies Solutions
Chennai
02.2022 - Current
- Leading the Contact Center Operations team and Acting as the primary liaison Mentored junior team members in best practices for technology use, fostering a culture of continuous learning and improvement.
- Ensure high availability of Infra and conducting the periodic DC for the Contact center
- Managing the relationship with the service providers and the system integrators of the contact center Infra and conducting monthly performance review to ensure smooth operations
- Improved customer satisfaction by providing timely and effective technology support.
Tech Lead
Cognizant Technology Solutions
Chennai
08.2016 - 01.2022
- Administration and maintenance of Avaya Media Severs(S8300 & S8800) with Avaya Media gateway (G450&G650) across globe
- Creating new call flow and modifying the existing call flow based on the business requirement
- Administration and monitoring of Avaya ESS and LSP
- Raising Change request for the upgrades or for maintenance and ensure change is carried out without any production impact to end users
- Configuring SIP Trunks/ PRI lines and monitoring the same
- Troubleshooting day to day operational related issues
- Working on GSD tickets from end users and handling escalation incidents
- Coordinating with Service providers for Voice (TFN/DID) related issues
- Configuring VDN, Vector, Agent ID, and Announcement based on the project requirements
Telecom Engineer
AGC Networks Limited
Chennai
06.2015 - 08.2016
- Client: Cognizant Technology Solutions, MEPZ Chennai
- Role: Resident engineer in CTS for managing Avaya devices in client location
- Monitoring the health check of all the Avaya components in Contact Center Environment
- Creating agent profiles and providing necessary access in CM, CMS and in Nice/ Verint
- Working on remedy tickets to resolve issues for the users across the globe
- Uploading of announcement files in Avaya system based on the project requirement
- Creating voice mail box for users on Avaya Aura messaging
- Worked on Symon wall boards and ECHI sever
- Configuring CDR for getting call billing
- Generating monthly reports for the senior management team
Network and Voice Service Engineer
Naamaa Hospitality Services
10.2013 - 05.2015
- Client: Larsen & Toubro Infotech Ltd, Chennai
- Role: Senior Engineer, Network and Voice Operations
- Successfully designed and implemented the voice infrastructure for the entire 10 floors which includes 10 PRI’s from 3 different service provider, 2200 user extensions and Video Conference facility in 5 Floors
- Successfully implemented ACD connectivity for an international oil and gas company Client with 50 Agents
- Single point of contact for the entire voice infrastructure and managing 2 EPABX at 2 different locations
- Managed and coordinated activities of the global network team with on-shore and off-shore resources; point of escalation for all network related outages with overall responsibility for meeting or exceeding the service level agreements for the Client Maersk Oil
- Periodically conducted network security drills and generated reports
- Generating monthly reports and participating in the review meetings with the senior management team
Systems Engineer
Computer Planet IT Solutions
11.2011 - 09.2013
- Client: Larsen & Toubro Infotech Ltd, Chennai
- Role: Systems Engineer, Network, Voice and service desk Operations
- Delivered bottom lines in network administration, VLAN, access list creation/ deletion in core switch
- Maintained the LAN, WAN diagrams of all strategic business units
- Backup and restoration of configurations
- Involved in each process from Vendor quote to the implementation of ISP Links with different vendors
- Build a team of 6 members from scratch for handling helpdesk activities, vendor coordination and Data center monitoring and was responsible for escalation related to IT Helpdesk
- Handling escalations pertaining to helpdesk
- Generating monthly reports from BMC and conducting monthly review meeting with the L1 Engineers
Associate Consultant
Infosys Technologies
Chennai
04.2007 - 04.2009
- Client: US based Financial Services Company
- Role: Network Consultant
- Project: Network Design
- Met an extremely aggressive design deadline and High Level assessment to validate the bandwidth and port requirements and client support for migration process
- Devised security guidelines/hardening for primary and disaster recovery site
- Initiated documentation whenever there is a change in the network
- Created CMR whenever required and get the necessary approvals
Engineer Network Management
Wipro InfoTech Ltd
Hyderabad
09.2006 - 04.2007
- Client: GE Capital IT Services (GENPACT IT Services)
- Role: Resident Engineer for client GENPACT
- Responsible for handling network related issues pertaining to LAN and WAN
- Proactive monitoring of the network using monitoring tools
- Monitoring the WAN links from IGX (8410 & 8430) and MGX (8800)
- Participating in weekend changes involving hardware changes configuration tune-up/changes on switches and routers
Customer Support Engineer
Data craft India Ltd
Chennai
10.2003 - 09.2006
- Client: State Bank of India & Associates
- Project: SBI CONNECT
- Role: Core team member (Jan 2006 - Sep 2006)
- Co-ordination with different service providers for commissioning E1, PRI and maintaining optimum uptime for inter-city and intra-city links
- Configuring E1, PRI, Leased line, ISDN BRI, PSTN Backups and VLANs
- Assigning LAN ports to appropriate VLANs as per user requirements
- Responsible for changing IP phone numbers in Call manager for south region
- Handling reports on network diagrams, links, LAN ports to VLAN mappings
Education
B.E - ECE
Thiruvalluvar College of Engineering and Technology
HSC -
Kingston Matriculation Higher Secondary School
Matriculation -
Kingston Matriculation Higher Secondary School
Skills
- AWS / Genesys Cloud Contact Center
- Contact Center Operations management
- Vendor management
- Avaya Telephony
- Nice & Verint Recording Platform
Certification
- IT Service Management Foundation (ITIL) Ver. 2
- AWS Certified Cloud Practitioner
- Cisco Webex Contact Center Expert
Personal Information
- Age: 40
- Marital Status: Married
Languages
English
Tamil
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge
Date 09/02/2025,
Chennai
Timeline
Infrastructure Technology Specialist
Cognizant Technologies Solutions
02.2022 - Current
Tech Lead
Cognizant Technology Solutions
08.2016 - 01.2022
Telecom Engineer
AGC Networks Limited
06.2015 - 08.2016
Network and Voice Service Engineer
Naamaa Hospitality Services
10.2013 - 05.2015
Systems Engineer
Computer Planet IT Solutions
11.2011 - 09.2013
Associate Consultant
Infosys Technologies
04.2007 - 04.2009
Engineer Network Management
Wipro InfoTech Ltd
09.2006 - 04.2007
Customer Support Engineer
Data craft India Ltd
10.2003 - 09.2006
HSC -
Kingston Matriculation Higher Secondary School
Matriculation -
Kingston Matriculation Higher Secondary School
B.E - ECE
Thiruvalluvar College of Engineering and Technology