Summary
Overview
Work History
Education
Skills
Timeline
Shivakumar K

Shivakumar K

Bangalore

Summary

Results-driven Technical Lead with over16 years of specialized experience in VoIP technologies, focusing on the installation, configuration, and administration of Avaya media servers, gateways, and advanced call centre environments. Proven track record in driving operational improvements through integrated technical solutions in complex VoIP infrastructures. Seeking to leverage extensive expertise in VoIP system integration and project management to contribute to organizational growth and innovation. Recording server -Nice, Variant and Envision Genesys – engage and Cloud cx one Cisco Voice – CUCM and Jabber and gateways

Overview

15
15
years of professional experience

Work History

Technical Lead Engineer

NICE Ltd.
01.2022 - Current
  • Spearheaded integration and support for NICE infrastructure across global client organizations, ensuring robust system performance and operational efficiency
  • Conducted installation, configuration, and troubleshooting of CyberTech/NTR/NRX products, enhancing resilience in IP telephony systems
  • Managed incident remediation, collaborating with teams to identify solutions using incomplete data
  • Supported continuous improvement initiatives delivering creative solutions, optimizing system performance

Technical Specialist

Mindtree Ltd. (Client: JP Morgan Chase)
11.2016 - 12.2022
  • Managed Avaya and Genesys Contact Center products globally across regions (APAC, EMEA, LACC, Canada), specializing in IP telephony and unified communications
  • Led troubleshooting and upgrades, providing high-level support for Avaya CM, AES, CMS, AURA, and media gateways
  • Ensured system uptime through proactive monitoring and performance optimization following ITIL best practices

Lead Associate Engineer

Genpact India Pvt Ltd. (Client: Armstrong North America)
04.2013 - 10.2013
  • Managed Avaya telecom infrastructure across North America; configured and administered Cisco CUCM and IP phone systems
  • Voicemail system Jabber
  • Provided24/7 operational support and proactive troubleshooting; managed integration for Cisco Unity voicemail
  • Taking care of Envision voice recording system

Engineer Analyst

JP Morgan Chase
03.2011 - 02.2013
  • Executed MACD requests across68 countries for JP Morgan Chase's voice systems, improving operational efficiency
  • Provided troubleshooting support for voice systems, ensuring service availability and quality

Level2 Avaya Support Engineer

Real soft Intl Pvt Ltd. (Client: Wipro Infotech)
09.2009 - 11.2010
  • Maintained Avaya telecom infrastructure; performed system backups and resolutions for uninterrupted service
  • Monitored performance metrics, adhering to SLAs for timely issue resolution

Level1 Avaya Support Engineer

Shree Communication Products Pvt Ltd. (Franchise of Avaya Global Connect)
03.2007 - 08.2009
  • Supported Avaya infrastructure for contact centres; managed configuration changes and firmware upgrades
  • Taking care Verint voice recording systems

Education

Bachelor of Science - Computer Science

Luqman College of Science, Gulbarga University
01.2004

Skills

  • VoIP Infrastructure: Avaya, Cisco, Genesys, NICE
  • Systems Integration: Avaya Media Servers (S8300, S8400, S8500, S87xx), Media Gateways (G650, G700), IP Telephony, Call Management Systems (CMS), AES
  • Protocols: SIP, H323, ISDN, MGCP
  • Project Management: Change Management, Incident Management, ITIL Practices
  • Databases: SQL, MySQL
  • Tools & Platforms: NICE NTR, NICE Compass, Kibana, Genesys Cloud, Cisco CUCM
  • Support & Troubleshooting: L2 Support, Root Cause Analysis, System Performance Monitoring

Timeline

Technical Lead Engineer - NICE Ltd.
01.2022 - Current
Technical Specialist - Mindtree Ltd. (Client: JP Morgan Chase)
11.2016 - 12.2022
Lead Associate Engineer - Genpact India Pvt Ltd. (Client: Armstrong North America)
04.2013 - 10.2013
Engineer Analyst - JP Morgan Chase
03.2011 - 02.2013
Level2 Avaya Support Engineer - Real soft Intl Pvt Ltd. (Client: Wipro Infotech)
09.2009 - 11.2010
Level1 Avaya Support Engineer - Shree Communication Products Pvt Ltd. (Franchise of Avaya Global Connect)
03.2007 - 08.2009
Luqman College of Science, Gulbarga University - Bachelor of Science, Computer Science

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Shivakumar K