Raju Kumar Das
Bangalore
Summary
Motivated team Lead, possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Team Lead (Senior Specialist APS Engineer)
NICE INTERACTIVE SOLUTIONS PVT.LTD
Bangalore
05.2016 - Current
- Lead the implementation and maintenance of NICE voice recording systems across multiple locations. Coordinate with cross-functional teams to design and deploy scalable voice recording solutions. Conduct system analysis and troubleshooting to resolve technical issues promptly.
- ACD creation and configuration, Troubleshooting NICE recording issue , NICE Sentinel monitoring, troubleshooting, configuration, diagnosis, Incident creation, Escalation management Resolution on specific Telecom issue, closure of ticket.
- Service now Ticketing tool for (P1 Severe, P2 Critical, P3 High, P4 Medium, and P5 Low) Incident Management: ticket creation, follow-up, escalation and closing within TAT and ETA. with high end resolution and minimal touches.
- Ensure compliance with industry standards and regulations for voice recording and data retention.
- Train and mentor junior engineers on NICE system functionalities and best practices. Collaborate with vendors and stakeholders to ensure seamless integration and functionality.
- Spearhead the upgrade and migration projects to the latest NICE system versions.
Senior Telecom Engineer
247 Customer PVT.LTD
10.2014 - 05.2016
- Provided tier 3 support for escalated network incidents.
- Nice Call Recording System; responsible for monitoring the queue co-relation alerts.
- To troubleshooting the co-relation alerts,logged into the NTR portal to investigate the Missed all details to find out the CDR and VOX.
- Investigate with Nice to collect the RCA.
Engineer - Technical Support
VIS Networks PVT.LTD
06.2014 - 09.2014
- Gained strong leadership skills by managing projects from start to finish
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
Engineer - Projects & Services
AGC Networks PVT.LTD
11.2010 - 06.2014
- Demonstrated leadership skills in managing projects from concept to completion
- Demonstrated strong organizational and time management skills while managing multiple projects
- Responsible for NICE Implementation, Migration for different customer in Bangalore.
Education
Bachelors in Computer Application -
Diploma in Information System -
Skills
- Technical Expertise: NICE Engage Platform, NICE NTR & NTR-X, IEX, ACD configuration, NICE Implementation, Nexidia, Sentinel, NICE Recording eXpress, VoIP, SIP Protocols, Telephony Systems,Verint loggers
- Cloud: AWS & Azure
- WFM tools: iMPACTi360, Blue Pumpkin, Strategic Planner, Forecasting & Scheduling and Aspect WFM
- RDBMS: MS Access, MS-SQL Server2005,2008,2010
- Troubleshooting & Support: Root Cause Analysis, Performance Tuning, and Technical Support
- Project Management: Risk Management, and Resource Allocation
- System Integration: Custom Scripting
- Security & Compliance: Data Encryption, Access Control, and Regulatory Compliance (GDPR, HIPAA)
- Soft Skills: Leadership, Team Collaboration, Problem-Solving, Effective Communication
Certification
- AWS: DevOps Engineer Professional
- AWS-Solutions Architect Associate
- NICE ENGAGE, NEXIDIA,SENTINEL, NTR, NTR-X, WFM Admin Certified
- Certification from Verint on Implementation of Impacti360
- Certification from Aspect on WFM System Management Essentials
- Certification from Sanovi on Disaster Recovery Management System
Languages
English
First Language
References
References available upon request.
Timeline
Team Lead (Senior Specialist APS Engineer) - NICE INTERACTIVE SOLUTIONS PVT.LTD
05.2016 - Current
Senior Telecom Engineer - 247 Customer PVT.LTD
10.2014 - 05.2016
Engineer - Technical Support - VIS Networks PVT.LTD
06.2014 - 09.2014
Engineer - Projects & Services - AGC Networks PVT.LTD
11.2010 - 06.2014
SMU-DE - Bachelors in Computer Application,
EduSoft Computer Education - Diploma in Information System,
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