Saurabh Kumar

• Developed and maintained contact center solutions using Genesys Cloud, improving customer engagement and operational efficiency.
• Responsible for designing, implementing, and managing Cisco IP Telephony and UCCE/UCCX solutions to support complex contact center.
• Led migration of legacy contact center systems/Telephony to cloud-based solution, improving scalability, reliability, and customer experience for 5000+ agents.
• Led team of support engineers in providing top-tier technical support and ensuring high levels of customer satisfaction.

• Implemented and supported Collab OneContact solutions, creating design documents and troubleshooting guides for 10+ clients.
• Configured IVR flows, agent provisioning, CRM integration (MS Dynamics, Salesforce, Zendesk), and outbound dialers.
• Deployed Quality Monitoring, Workforce Management, Gamification, and Speech Analytics tools.
• Handled SIP-based VoIP troubleshooting, voice gateway administration, and third-party application integration.

Provided advanced support for UCCE and UC platforms to internal users.

• Deployed and maintained CUCM, CUC, and UCCX clusters, supporting over 20,000 agents.
• Configured and integrated SIP trunks, ICT, Finesse, and CRM for omnichannel contact center operations.
• Resolved high-priority issues (P1, P2) within SLAs and served as SPOC for problem management, including RCA documentation.
• Led upgrades, voice router deployment, and troubleshooting for CUBE, CUSP, CVP, and UCCX.

• Developed and managed complex ICM scripts for customers, including migrations and redesigns for 2000+ contact center agent setup.
• Extracted configuration data from databases for migration and performed script changes using customer functions.
• Created and maintained ICM scripts for bank holidays, evacuations, and call routing using global variables.
• Conducted script testing and implemented high-priority changes through the change management process.

UC Engineer

• Deployed, integrated, and supported Cisco CUCM, UCCX, and voice gateways for multiple regions, including Canada and India, supporting over 30,000 users.
• Developed UCCX scripts for contact centers and led the migration of 25,000 users from Siemens to CUCM.

• Supported 8 customers on Cisco Hosted Care Center, troubleshooting UCCE issues, managing incidents, and configuring Cisco ICM, CUCM, and Unity clusters.
• Handled call routing, voice gateway management, and integration with Verint call recorder and CVP.