Summary
Overview
Work History
Education
Skills
Technical Experties
Certification
Language
Personal Information
Timeline
Generic

Raj Mohan Mumgai

Pune

Summary

Dynamic Lead Telephony Consultant with extensive experience at Encora Innovation Labs, excelling in NICE CXone management and Salesforce integration. Proven track record in optimizing contact center operations and enhancing team performance. Adept at problem-solving and project coordination, driving successful implementations in VoIP and unified communications.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Lead Telephony Consultant

Encora Innovation labs
01.2023 - Current
  • Company Overview: Project - Sony Interactive Entertainment
  • Senior Lead role overseeing NICE CXone contact center, Amazon connect, Salesforce CMR and Orange Toll-free number management.
  • Managing and supporting NICE CXone systems and Salesforce CRM.
  • Managing and supporting Amazon connect contact center system for one of the Sony business.
  • Orange Toll-free number management and solutions (Cloud Connect).
  • In-depth knowledge of NICE CXone call flow and implementation.
  • Knowledge of Amazon connect contact center call flow and implementation.
  • Project - Sony Interactive Entertainment

Sr. Eng. (Unified Communication)

Si2 Technologies
05.2022 - 02.2025
  • Company Overview: Project – Intuitive Surgical US
  • Senior Lead role overseeing NICE CXone contact center, Amazon connect, Zoom, and voice infrastructure, including SBCs, MS Teams, and Call Manager (CUCM).
  • Extensive experience in managing and supporting NICE CXone systems.
  • In-depth knowledge of NICE CXone call flow and implementation.
  • Proficient in NICE CXone Studio for updates and modifications.
  • Skilled in dashboard creation (Basic and Performance Management) and reporting.
  • NICE CXone implementation and end-to-end support.
  • Proficient in REST and SOAP APIs.
  • Proficient in API integrations with platforms such as Salesforce etc.
  • Expert in Certification renewal like – TSL, IIS (Window), Multi SAN, SSO, etc.
  • Hands-on experience with agent interactions and integrations within NICE CXone.
  • Strong knowledge of Zoom and MS Teams collaboration tools.
  • Comprehensive support for Zoom applications, including phone, fax, user licenses, and meeting management.
  • Created detailed knowledge base (KB) articles for NICE CXone, Zoom, MS Teams, and related tools.
  • Conducted training sessions for team members based on operational requirements.
  • Project – Intuitive Surgical US

Sr. Consultant

ADOBE India
05.2021 - 05.2022
  • Company Overview: TEKsystems Payroll
  • Working as Senior Engineer and taking care of UCCE/VoIP Services including Cisco Infrastructure Devices.
  • Strong working knowledge of Cisco call center (UCCE/PCCE) components like – CVP, ICM, Finesse, CUCM.
  • Different CUIC reporting and troubleshooting per the customer requirement.
  • Good understanding of ICM/CVP comprehensive call flow.
  • Preparation of design documents such as LLD, HLD, SRD, Questionaries’ and as-built.
  • Implementing & troubleshooting a complete IP Telephony network comprising Cisco Call Manager clusters, IPCC Enterprise Servers, Cubes (Voice Gateways), and IP Phones.
  • Basic SQL scripting and troubleshooting.
  • TEKsystems Payroll

Technical Specialist

HCL Technology
07.2020 - 05.2021
  • Working as Support Engineer and taking care of UCCE/VoIP Services including Cisco Infrastructure Devices.
  • Troubleshoot and configuration of different Cisco unified communication manager configurations and sev1 and sev2 issues.
  • UCCE/CVP Logs analysis based on RCK and RCKD.
  • ICM Tools – Configuration manager, Router Log viewer, Script editor, CTI, CTIOS, ICM Logs.
  • Agent greeting, Agent wisher, PQ, RONA, CCB.
  • Installation and configuration of different UCCE components (Call router, Logger, AW/HDS, PG, CVP) ICM version 9.X,10.X,11.X.
  • Worked with Cisco TAC concerning different UCCE upgrades, configuration/troubleshooting, and day-to-day long pending issues.
  • Log Analysis and CVP/ICM log collection via Dump Utility.
  • Working in incidents and changes of UCCE and IPT.
  • Migrated/Upgrade VoIP Infrastructure Servers Like - CUCM/CUC/UCCX 7.x to CUCM 9.x, 10.x, 11.x.
  • Deployed Cisco Unified Presence Server and the Cisco Jabber Client.
  • Played a key role during knowledge transfer sessions.

Senior Telecommunication analyst

Optum Global Solution
02.2017 - 07.2020
  • Company Overview: UHG
  • Part of the voice engineering team responsible for the design, implementation, and operations of an Enterprise Cisco IP Telephony/Call Center and Collaboration Infrastructure.
  • Support contact center enterprise and VOIP network for In-House solutions.
  • Responsible for implementation/troubleshooting on Cisco IPT and UCCE Environment and engaging respective partners.
  • Support UCC hosted contact center environment including call flow changes (ICM script editor), Ingress/VXML/CUBE gateway configuration.
  • Hands-on experience in managing and troubleshooting ICM components.
  • Experience in ICM web setup, PG setup, and Script editor & configuration manager.
  • Managing and troubleshooting UCCE script.
  • Manage and troubleshoot Cisco Finesse-related issues.
  • Health checkup of the CUCM and related voice devices using RTMT.
  • Hands-on experience with Prime collaboration development tools for UC server upgrade.
  • Implementing and troubleshooting of voice Gateways, CUBE, PRI, and Trunks.
  • SME (Subject Matter Expert) for UC/UCCE Certificate Renewal (Security Certificate) and Update/deletion.
  • UHG

Service Desk Sp.

Orange Business Services
03.2016 - 01.2017
  • Company Overview: Team Lease Payroll
  • Working as Support Engineer and taking care of VoIP Services including Cisco Infrastructure devices (CUCM, Jabber, UCCE) with proficiency in Incident Management and ITIL processes, DSR Hosting, and Reporting.
  • Hands-on with UCCE Functions related to Cisco agent creation, troubleshooting/Monitoring.
  • Working knowledge on CVP and its components, VXML Gateway.
  • Troubleshooting of call signaling protocol on voice Gateway like – SIP, MGCP, H323, etc.
  • Troubleshoot Cisco Unified Presence and Cisco Jabber Client.
  • Worked with Telepresence installation and Troubleshooting – TMS and TMSXE.
  • Implementing and migrating new sites, Incident Management, Service Request Management, Problem Management, and Change Management.
  • Resolving the primary issues related to end-user technology.
  • Interacting with end users on day to day basis to get details on the issue/cases and resolve them within the agreed SLA.
  • Team Lease Payroll

Network Eng.

Tech3i Pvt LTD.
11.2013 - 03.2016
  • Working as Transition & Support Engineer and taking care of VoIP Services including Cisco Infrastructure devices (CUCM, Cisco Unity Connection, Gateways, and UCS) with proficiency in Incident Management and ITIL processes, DSR Hosting and Reporting.
  • Being a part of Cummins Cisco Voice (Unified Communication) Migration and Operations team, the majority of my tasks and responsibilities involved Implementing and migrating new sites, Incident Management, Service Request Management and Change Management.
  • Involved in all-new site implementations and completed multiple sites and still it’s on the process including CUCM features.
  • Utilizing the Cisco Lab to its potential by recreating customer problems in a controlled environment to determine the cause of the problem.
  • IOS upgrades for the Voice Gateways and Cisco Phones firmware upgrade.

Education

MTech - WMC

DIT Dehradun
Uttarakhand, India
01.2012

M.Sc. - Electronics

DDIVE Agra
Agra, India
01.2009

Intermediate Certificate - Science

KVG INT College
Agra
01-2003

High School - Science Education

KSV Inter-college
Agra, India
05-2001

Skills

  • NICE CXone Design & management
  • Amazon Connect administration
  • Salesforce integration
  • VoIP support
  • Cisco UCCE configuration
  • Unified communications
  • Contact center operations
  • IP telephony systems
  • Team leadership
  • Project coordination
  • Problem-solving strategies
  • Zoom telephony
  • MS Teams telephony
  • SBC configuration (AudioCodes/ Cisco CUBE)
  • Problem-solving strategies
  • Zoom telephony
  • MS Teams telephony
  • SBC configuration (AudioCodes)
  • Problem-solving strategies
  • Zoom telephony
  • MS Teams telephony
  • SBC configuration (Audio Codes)

Technical Experties

Communication Manager: Cisco Unified Communications Manager 10.0, 10.5, 11.0, 11.5, 12.0

Messaging devices: Cisco Unity Connection

Video devices: Cisco TelePresence Server, MTR

Gateways: Cisco 2900, 3700, and 3900 series (H.323 and MGCP), VG224

SBC: Audio codes, Cisco CUBE

Call center: NICE CXOne, Amazon Connect, Genesys (intermediate), UCCE, UCCX

Technologies: SIP, H.323, SCCP, VoIP, TDM, Direct Routing

Virtualization: Cisco B and C Series UCS, VMware ESXi

Ticketing tool: Remedy, ServiceNow, JIRA

MS – Office: Outlook, PowerPoint, Excel, Word, and Visio

Reporting and management: CUIC, CVP, NICE reporting

Collaboration software: Zoom and MS Teams telephony

Certification

  • CCNA: Cisco Certified Network Associate
  • CCNA Collaboration

Language

  • English
  • Hindi

Personal Information

  • Passport Number: P64767768
  • Father's Name: Mr. Lalit Mohan
  • Mother's Name: Mrs. Kalpeshwari
  • Nationality: Indian
  • Marital Status: Married

Timeline

Lead Telephony Consultant

Encora Innovation labs
01.2023 - Current

Sr. Eng. (Unified Communication)

Si2 Technologies
05.2022 - 02.2025

Sr. Consultant

ADOBE India
05.2021 - 05.2022

Technical Specialist

HCL Technology
07.2020 - 05.2021

Senior Telecommunication analyst

Optum Global Solution
02.2017 - 07.2020

Service Desk Sp.

Orange Business Services
03.2016 - 01.2017

Network Eng.

Tech3i Pvt LTD.
11.2013 - 03.2016

MTech - WMC

DIT Dehradun

M.Sc. - Electronics

DDIVE Agra

Intermediate Certificate - Science

KVG INT College

High School - Science Education

KSV Inter-college

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