Prajwal M B

• Directed the end-to-end migration of Avaya-based contact center systems (PBX, AEP VXML IVR, VDNs, Vectors, Hunt Groups, CMS Reporting, CBA flows, SMGR/ACCCM provisioning) to AWS Connect, reducing operational costs, and modernizing infrastructure.
• Designed, developed, and deployed AWS Connect contact flows, Lex bots for NLU intent recognition, and custom call routing to enhance the customer experience.
• Led AWS Lambda function development and integration, along with data mapping and automation for bulk provisioning and configuration migration from Avaya CM to AWS Connect.
• Hands-on expertise in AWS services, including Lambda, EventBridge, Kinesis, API Gateway, CloudWatch, and DynamoDB.
• Developed contact center features using Node.js and JavaScript; maintained 90-day compatibility for Node.js API services; and was proficient in REST API design and testing with Postman.
• Created and maintained VXML IVR flows for both Avaya and AWS Connect, managing source control (GIT), CI/CD pipelines (Jenkins), and automated IVR testing (Cyara).
• Collaborated with product owners and stakeholders to align AWS Connect feature delivery with business goals, and provided training and best practices for AWS Connect adoption.
• Conducted performance monitoring and troubleshooting for AWS Connect and legacy integrations, ensuring high availability and reliability.
• Led an Agile team through PI/Scrum planning, capacity management, and release delivery, optimizing resource allocation based on skill sets.

• Implemented Avaya Oceana and Workspace for Elite, including the provisioning of sites, departments, teams, and attributes in ACCCM.
• Built IVR scripts using VXML and JavaScript to support complex call flows.
• Troubleshot and optimized the Oceana ED instance flows for improved performance.
• Led upgrades and implementations of Avaya UC product suites, including AADS, AES, CM, SM, SMGR, AMS, Breeze, and Utility Server.
• Proficient in TLS and certificate management—generating identity certificates and updating them across SMGR, Avaya Breeze, SM, Avaya Oceana, WSFE, and AEP.
• Integrated the Avaya environment with third-party devices, such as Algo, Right Fix, and Polycom.
• Configured dial plan analysis, AAR/ARS routing, adaptations, and CLI changes to support evolving business requirements.
• Implemented trunks on Avaya SBC to enable secure and scalable communications.

• Implemented and upgraded Avaya UC product suites including CM, AES (DMCC & TSAPI user creation), AADS, SM, SMGR, AMS, Breeze, and Utility Server.
• Configured VDNs, Vectors for Workspace for Elite and managed dial plan analysis, AAR/ARS routing, adaptations, CLI changes, and network region setups.
• Hands-on experience with Avaya SBC—troubleshooting, creating interfaces, implementing trunks, and integrating with third-party phones (Algo, Right Fix, Polycom).
• Proficient in TLS and certificate management, including generation and deployment across SMGR, Breeze, SM, Oceana, WSFE, and AEP.
• Skilled in both implementation and troubleshooting of Avaya products, ensuring reliable and secure communication environments.

• Implemented Avaya Oceana 3.7/3.8 and AACC 7.1 on VMware, including Breeze, AEP, AADS, SMGR, CM, SM, and AES upgrades, patching, backup, and restore.
• Built IVR flows using VXML and configured Avaya Contact Center Control Manager, Omnichannel, and multimedia channels.
• Delivered TeamSpace server implementations using microservices (Docker).
• Troubleshot and resolved SBC call-related issues; skilled in SBC configuration.
• Supported Avaya Sales Engineers in resolving technical issues and delivering successful client demos.
• Experienced in full lifecycle implementation, upgrades, and troubleshooting across the Avaya product suite.

• Analyzed customer requirements, coordinated with departments, and provided solutions aligned with client expectations.
• Administered and maintained Avaya Aura products (CMS, S87xx/S88xx Media Servers, G700/G450 MG, LSP, ESS), Avaya IP phones, and VDNs/Vectors for call routing.
• Managed CMS on Sun Solaris—agent ID creation, report generation, and backups.
• Performed remote activities including server reboots, power shutdowns, and system backups.
• Supported Avaya One-X Communicator/Agent and handled MACD on Cisco extensions.
• Conducted basic troubleshooting for Cisco voice issues, gateways, and SIP trace analysis via RTMT.

If you’d like, I can now take all your Avaya-related experience (Oceana, CM, SBC, AACC, dem

• Handled critical/major outages for multiple Avaya clients, coordinating resolution and interfacing with vendor tech support.
• Administered Avaya PBX, ACD, CMS, and configured VDNs, Vectors, DS1, IPSI, MEDPRO, VAL, PRI, IP trunks, and IP phones.
• Managed incidents, changes, and service requests; acted as change coordinator for regional sites, ensuring SLA compliance.
• Created and maintained CMS IDs, splits, skills, agent groups, and performed backups and maintenance.
• Troubleshot CTI application and call issues; maintained messaging servers (MSS, MAS, CMM, Audix).
• Performed firmware upgrades on CLAN/MedPro boards, VAL board announcement backups, and physical adds/moves/changes for voice systems.

• Performed daily health checks on Avaya servers, ensuring all services were operational.
• Administered and maintained Avaya Aura products (CMS, S87xx/S88xx Media Servers, G700/G450 MG, LSP, ESS) and Avaya IP phones.
• Configured VDNs/Vectors for call routing, managed CMS (Sun Solaris) agent IDs, reports, and backups.
• Coordinated with teams and vendors to resolve issues, providing regular ticket updates.
• Supported remote activities including server reboots, power shutdowns, and system backups.
• Handled MACD on Cisco extensions and performed basic troubleshooting on Cisco gateways and voice issues.