Summary
Overview
Work History
Education
Skills
Languages
Certification
Disclaimer
Timeline
Generic
SWAROOP PATIL

SWAROOP PATIL

Kolhapur

Summary

Innovative professional in engineering field known for high productivity and efficient task completion. Skilled in project management, problem-solving, and technical excellence. Excels with strong communication, teamwork, and adaptability, ensuring successful project outcomes and collaborative work environments.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Manager

CS Infocomm
Pune
07.2025 - Current
  • Implementation, migration, upgrade tasks for cisco UCCE and PCCE setup
  • Responsible to handle day to day incident, service and change request, customer query by phone and e-mails and tickets.
  • Working and coordinating with Cisco TAC for escalated cases..
  • Telephony, SIP trunks, Edges Devices, Phone management.
  • Designing and implementation of ACD.
  • Admin activities, such as roles, divisions, and user creation.
  • Development of IVR call flows, Email and Chat flows and InQueue call flows.

SENIOR ENGINEER

Servion Global Solutions Pvt Ltd.
03.2024 - 06.2025
  • Implementation, migration, upgrade tasks for cisco UCCE and PCCE setup
  • Responsible to handle day to day incident, service and change request, customer query by phone and e-mails and tickets.
  • Working and coordinating with Cisco TAC, Genesys TAC for escalated cases.
  • Providing remote support for Genesys cloud contact center customers.
  • Telephony, SIP trunks, Edges Devices, Phone management for Genesys cloud.
  • Designing and implementation of ACD.
  • Admin activities, such as roles, divisions, and user creation.
  • Development of IVR call flows, Email and Chat flows and InQueue call flows.
  • Generate and maintain a repository of technical documentation.
  • Provide 24
  • 7 supports to the team.
  • Preparing and Publishing Monthly Reports with customer. (Ticket trends, Change Request)
  • Maintain established SLA's with customer.

3RD LINE ENGINEER

British Telecom
10.2022 - 03.2024
  • Working as 3rd line engineer role to provide UCCE, UCCX support for multiple customers.
  • Worked on vulnerability mitigation and patch upgrades for UCCE environment.
  • Coordinated with cisco TAC and cisco implementation team while upgrade to 12.6.2.
  • Generate and maintain a repository of technical documentation.
  • Provided onsite support to Genesys cloud contact center customer.
  • Providing support and configuration for Webex CC customers.

NOC ENGINEER

Capgemini
03.2021 - 10.2022
  • Project Name: UCCE, Amazon connect, Webex contact center.
  • Working as NOC engineer role to provide L2 support for multiple customers.
  • Administration, Configuration and troubleshooting of CUCM and Voice Gateways, servers, IP phones.
  • Generate and maintain a repository of technical documentation.
  • MACD for agents and supervisors in AWS.
  • Troubleshooting on agent level issue for amazon connect.
  • Working with amazon connect for call flow related issues.
  • Working on migration from existing customers to Webex cc.
  • Creating new call flows and providing supports to the issues related to webex cc.

NOC ENGINEER

TATA communications LTD.
08.2020 - 03.2021
  • Project Name: HCS contact centre.
  • Working as NOC engineer role to provide L2 support for multiple customers.
  • Administration, Configuration and troubleshooting of CUCM and Voice Gateways, servers, IP phones.
  • Configure and troubleshooting of ICM script.
  • Generate and maintain a repository of technical documentation.

SUPPORT ENGINEER

Servion Global Solutions Pvt Ltd.
01.2017 - 07.2020
  • Responsible to handle day to day incident, service and change request, customer query by phone and e-mails and tickets.
  • Working and coordinating with Cisco TAC for High end cases.
  • Administration, Configuration and troubleshooting of CUCM and Voice Gateways, servers, IP phones.
  • Configure and troubleshooting of ICM script.
  • Provide 24
  • 7 support to the team.
  • Preparing and Publishing Monthly Reports with customer.
  • Maintain established SLA's with customer.

Education

B.E. - Electronics

Shivaji University
Kolhapur

Skills

  • Cisco UCCE
  • Cisco PCCE
  • Cisco UCCX
  • Cisco Webex CCE
  • Genesys Cloud
  • Nice Recording
  • Egain chat and Email

Languages

English, Hindi, Marathi

Certification

  • Black Belt-Troubleshooting- UCCE support stage 1
  • Black Belt - Support - UCCE stage 2
  • Black Belt Webex Contact Center Deployment Stage 1
  • Genesys Cloud Certified Partner (Valid Up to 2025-03-01)
  • Genesys cloud architect training

Disclaimer

I hereby declare that the information furnished above is true to the best of my knowledge.

Timeline

Manager

CS Infocomm
07.2025 - Current

SENIOR ENGINEER

Servion Global Solutions Pvt Ltd.
03.2024 - 06.2025

3RD LINE ENGINEER

British Telecom
10.2022 - 03.2024

NOC ENGINEER

Capgemini
03.2021 - 10.2022

NOC ENGINEER

TATA communications LTD.
08.2020 - 03.2021

SUPPORT ENGINEER

Servion Global Solutions Pvt Ltd.
01.2017 - 07.2020

B.E. - Electronics

Shivaji University

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