Saket Shandilya

1.) Integrating Google's CCAI ( contact center artificial Intelligence ) solution with different telephony vendors .

2.) Deployment and maintenance of Oracle acme SBC ( session border controllers ) for Cisco's ( Webex CCE ) clients.

• Part of Conversational AI team and primarily working on Google dialog flow ( DF CX ) : AI-based chat bot and Ml solutions . Taking care of Contact center artificial intelligence ( CCAI ) , Customizing web hooks and APIs.
• Working with Customers to design their overall solution architecture for CCAI solution including integration with telephony platforms and chat servers to meet customers' needs.
• As a Technical advisor , Implement troubleshooting to resolve cloud related technical challenges for customers.
• Creating and delivering best practices tutorials and service kits for customers and internal users.
• In addition to the aforementioned Conversational AI technologies, extensively worked on Google's proprietary contact center platform 'Speakeasy' , session border controllers like CUBE-E , Oracle acme packet SBC ..

• Deployment and maintenance of Cisco UC solutions such as CUCM , SME , Cisco voice gateways , CUBE ( E) and Broadworks call server, Oracle acme packet SBCs for Polycom internal users

• As part of Vodafone's Cisco HCS ( Hosted collaboration solution ) team , Provided L2/L3 support to the customers of Vodafone across the Globe. HCS comprised of CUCM , SME , CUBE , Cisco UCS , Vmware Vcenter , Fabric interconnect switches, Fabric extenders etc
• Troubleshooting issues on session border controllers like Oracle acme packet SBC and Ericsson smart edge router

• As a fresher in the IT space , I got a chance to work with one of the biggest service providers of Australia (as Infosys client )
• Worked as an L2 voice and data engineer on Cisco collaboration ( CUCM , SME , Cisco voice gateways , SME, CUBE ) and Networking products( Data routers, L2 switches ) .
• Experience in handling tickets using Ticket management tools like ServiceNow , Remedy