VEERA VENKATARAO KAMISETTI

• Administration of VoIP calls (Avaya, SIP, Cisco Webex Calling, Five9 CC, LiveVox CC & MS-Teams)
• Hands-on of IP-telephony, SIP and Telecommunication protocols

Technical Skills:

• Develop project plans for the implementation of New UC application and systems as well as enhancements of existing systems.
• Good experience in designing, implementing and managing Five9 VCC environments, including Admin Console, Five9 Analytics, Five9 Reporting and Dashboards.
• Expertise in configuring Call flows, routing strategy, custom scripting, API integrations, desktop and 3rd party app integrations with Five9. Integrated Five9 Adaptor with Salesforce and Service now.
• Work on Five9 could contact center, WebEx Calling administration & Avaya Telecommunications UC and CC (support)
• Handled ServiceNow incidents, tasks, and change requests within SLA
• Perform user level MACD’s and system level Complex requests
• Handle all L2 Five9, Avaya & Webex Calling incident cases raised by users, customers & NOC escalations
• Troubleshoot IP phone and calling issues using gateway debugs and SIP traces.
• Migrated users from CUCM to Webex Calling and from UCCX to Five9 Contact Center.
• Migrated banking centers from on‑prem to cloud Webex Calling solutions.
• Provision users, phones and video devices in Webex Control Hub
• Perform IVR script modifications and disposition code updates in Five9
• Handle softphones issues of Avaya equinox & AAFD, Five9, Bria & WebEx Calling
• Being as standalone L2 Telecom engineer
• Complete responsible of NOC escalations cases
• Trained the NOC (L1.5) team on tech issues, updates, or changes as a SPOC, and provided telecom training for NOC team joiners.
• Providing root cause analysis for major outages
• Ensure process, procedure and work instruction documentation for Incident Management activities is up-to-date
• Increased customer satisfaction with timely responses to inquiries, thorough research, and effective problem-solving strategies.
• Optimized workflow processes by implementing automation tools, significantly reducing manual labor requirements and improving project turnaround times.
• Oversaw daily operations within the department, delegating tasks efficiently and maintaining a positive work environment for all team members.

• Administration of VoIP calls (Avaya, SIP & LiveVox Contact Center)
• Hands-on of IP-telephony, SIP & Telecommunication protocols
• Roles and Responsibilities:
• Ttec formerly known as Teletech, one of an Avaya’s platinum client
• Performing user level MAC and system level Complex requests - 596043
• Performing backup/reboots on AES, CMS & AMS
• Handling Avaya equinox & Bria
• Trained on Sonus SBC, Netsource, Netscout, Ribbon Protect & wire shark
• Livevox Overview: Livevox cc is a cloud-based contact center solution. We primarily use it to facilitate outbound call campaigns according to our clients’ specifications. The ACD features of LiveVox are not actively used by TeleTech at this time, however, outbound agents may be required to receive direct inbound calls from customers in some instances.
• Call Centers, Services, Agents & Campaigns
• CDRs / All Inclusive - Call Detail Reports (CDRs) show each record attempted within a campaign and the corresponding result. They are run on the next business day following the campaign run –
• Campaign Statistics - Campaign Statistics report show the overall day to day efficiency of a campaign’s operations, such as connect rates, AHT, and, agent work state distribution. They are run for each campaign on the next business day
• Specifications:
• Customer Already Paid / Exclusions, Call ID / Connected Integration (IBC Campaigns only), Loading and Managing Campaigns, Termination Codes (Dispositions), User Management Do Not Call (DNC)
• Oversaw decrease in average daily number of trouble tickets by [Number]% after expanding helpdesk support to 24/7 operations.

• Administration of VoIP calls (Avaya protocols – H.248, H.323, SIP & SBC)
• Hands-on of IP-telephony and telecommunication protocols
• Maintenance of Avaya solutions and S8300/8500/8700/8800 media servers and G450/G430/G700/G650 Gateways
• Well versed in AVAYA analog and digital Voice over Internet gateways
• Knowledge of the techniques and procedures of VOIP and voice TDM as well as deployment of AVAYA devices.
• Extensive knowledge of identifying root issues, maintaining VOIP systems as well as LAN/WAN technologies.
• Performed system and user level MAC requests
• Performing the Day2 checks activity for On-boarding customer
• Knowledge on Backup configuration of UC products.
• Troubleshooting Analog, Digital & IP Telephone issues
• Configuring & Troubleshooting Avaya One-X Softphone issues
• Providing root cause analysis for major and minor outages

• Priority Case Management - Monitor all priority tickets P1/P2 issues, ensuring time to time updates are provided to customer and Leadership, until issue is resolved.
• Supervised all major incident management & event management
• Analyzed all outages & high severity issues related to server break downs, network breakdowns and various application and database problems
• Chair MIM bridge and share the updates to internal leadership, Business partners and customer contacts
• Identified severity and assign ticket to correct groups and coordinating with various groups in resolving issues
• Infra monitoring teams to make sure all new devices/Cis are configured for monitoring
• Problem Management team on all Severity 1 & Severity 2 incidents
• Steered all incidents/scheduled maintenance activities, to appropriate stakeholders/clients and keep them
• Sprised on the progress until service restoration
• Presented resolutions to user queries via phone and email, reported from different geographies
• Conducted incident management by creating and routing incidents/tickets to appropriate team
• Executed application support – user level provisioning for Avaya,Five9, LiveVox, MS-Teams & Webex calling (Simple, Complex MACD’s & T2- Incidents)