Velappan Parameswaran Pillai
Chennai
Summary
Skilled VOIP Engineer with 8.6 years in implementing and supporting AudioCodes and Avaya Aura voice solutions. Expertise in Avaya Aura, AudioCodes SBC, OVOC, and UCaaS, alongside strong knowledge of SIP, RTP, and voice troubleshooting. Experienced in customer support, system upgrades, and call-flow analysis, focused on delivering reliable communication solutions and advancing capabilities in Cloud Voice and AI-driven technologies.
Overview
2
2
Languages
1
1
Certification
9
9
years of professional experience
Work History
Technical Support Engineer
AudioCodes Ltd
Chennai
06.2025 - Current
- Provide Tier-3 support for complex SBC issues, including troubleshooting, root-cause analysis, and technical escalations.
- Monitored and troubleshot AudioCodes Live Platform Managed Services alarms, incidents, and service-impacting voice issues to ensure operational continuity.
- Plan and execute AudioCodes SBC and OVOC upgrades, including readiness checks, implementation, validation, and post-upgrade sanity checks.
- Design and implement AudioCodes Hardware and Virtual SBC solutions, including High Availability (HA) configurations.
- Implement Answering Machine Detection (AMD) POCs solutions integrating AudioCodes SBC with Cisco technologies.
- Collaborate with R&D, Product, Professional Services, Support, partners, ITSPs, and customers to resolve complex voice and interoperability issues.
- Design and implement SBC call flows, routing, and route modifications based on customer requirements and network architecture.
- Troubleshoot one-way audio, no-audio, and media issues using Wireshark, SIP traces, RTP/RTCP analysis, and packet captures.
- Design and develop AudioCodes VOCA call flows using Call Flow Designer for IVR and voice application requirements.
- Conduct technical training and knowledge-transfer sessions for customers and technology partners.
- Developed knowledge of Microsoft Azure, Google Generative AI, Cognitive Services, AudioCodes VoiceAI, Meeting Insights, and Microsoft Teams Rooms (MTR).
- Experienced in UCaaS and CCaaS, with knowledge of cloud voice, collaboration, contact-center, and enterprise communication platforms.
- Manage Microsoft Teams Direct Routing and Operator Connect user onboarding and offboarding within AudioCodes Managed Services.
Senior Associate Engineer
Infosys Ltd
12.2020 - 06.2025
- Worked as an AudioCodes SBC SME for a major banking project in Sweden, supporting a large-scale Genesys Cloud migration and telephony operations
- Supported the migration of 12,000 users from legacy CS1000 to Avaya Aura as part of a large-scale voice transformation project.
- Successfully planned and executed the migration of 16,000 ISDN lines to SIP, including end-to-end implementation and validation.
- Supported the migration of on-premises users to Genesys Cloud, providing SBC, telephony, and voice integration expertise.
- Managed daily voice and SBC operations, handling incidents, troubleshooting issues, processing service requests, and implementing configuration changes to ensure operational continuity.
- Configured, integrated, and supported Avaya CM, Session Manager, System Manager, CMS, CS1000, Zoom Call Recorder, Mitel CMG, and Cisco voice solutions.
- Designed and implemented SRTP-secured voice communication across SBC and enterprise telephony environments.
- Integrated Avaya Aura and AudioCodes SBC with Zabbix for centralized monitoring and automated alarm notifications.
- Designed and configured E911 emergency calling and routing solutions.
- Configured Avaya Dial Plans, ARS, AAR, Route Patterns, COR, COS, Tenants, and Network Regions to manage enterprise calling and business-unit segregation.
- Designed and implemented Avaya Call Vectors, IVR flows, VDNs, and Hunt Groups for contact-center solutions.
- Executed AudioCodes SBC, OVOC, and Avaya Aura upgrades, conducting pre-checks, implementing upgrades, validating outcomes, and performing post-upgrade activities to enhance system reliability.
- Participated in annual Disaster Recovery testing and performed preventive maintenance and health checks for enterprise voice infrastructure.
- Troubleshot complex production issues by collaborating with business, service provider, engineering, operations, and end-user support teams to identify root causes and restore services efficiently.
System Engineer
Black Box pvt Ltd
04.2020 - 12.2020
- Supported unified communication systems for healthcare project, ensuring seamless communication and collaboration.
- Performed proactive troubleshooting and preventive support for Avaya PBX environments, enhancing service availability and reliability.
- Coordinated with stakeholders to gather requirements and translate them into functional system specifications.
- Analysed user feedback to continuously refine systems, improving user satisfaction and engagement.
- Delivered technical training sessions for staff, enhancing team competence in system operations and maintenance.
Tech Support Engineer. (Residential Engineer for Dimension Data ltd)
VIS Networks pvt ltd
03.2018 - 03.2020
- Executed proactive troubleshooting and preventive support for Avaya PBX environments, ensuring high service availability.
- Monitored and resolved system alarms and incidents, addressing daily user issues to facilitate seamless operation of enterprise voice environments.
- Configured and supported Avaya stations, including IP and Analog Phones, enhancing user experience and operational reliability.
- Performed firmware upgrades and maintenance for Avaya CLAN, MedPro, DS1, IPSI, VAL cards, and IP Phones
- Worked as a Residential Support Engineer supporting Avaya voice solutions for Dimension Data, covering APAC and EMEA regions.
Education
Bachelor of Engineering - Mechanical Engineering
Cape Institute of Technology
Tirunelveli2017
Higher Secondary (12th) - Tamil Nadu State Board
SMRV Higher Secondary School
Tamil Nadu01-2013
Secondary School (10th) - TamilNadu State Board
Government High School
Pottiyoor, Tamil Nadu01-2011
Skills
- SIP protocol
- AudioCodes SBC and OVOC
- Avaya Aura
- Wireshark analysis
- Mitel CMG
- Audiocodes VOCA
- Incident management
- Project management
- Technical instruction
- JIRA proficiency
- ITIL framework
Certification
● SIP School Certified Associate-SSCA
● AudioCodes Certified Associate for Implementation - ACA
● AudioCodes Certified Associate for Support- ACA
● AudioCodes Certified professional for SBC Interoperability and Security- ACP
● VOCA Conversational Interaction Center Professional (VCICP)
● VOCA Conversational Interaction Center Certified Partner (VCICP-CP)
● AudioCodes certified for Live platform Fundamental- ACLP
● Avaya Certified Implementation Specialist- ACIS 7120
● Cisco Certified Network Associate-CCNA R&S
● Avaya Certified Support Specialist-ACSS 72200X
Languages
Tamil
Proficient
C2
English
Proficient
C2
Declaration
I hereby declare that the above-written particulars are true to the best of my knowledge and belief.
Place:
Date:
Your’s faithfully :
Timeline
Technical Support Engineer
AudioCodes Ltd
06.2025 - Current
Senior Associate Engineer
Infosys Ltd
12.2020 - 06.2025
System Engineer
Black Box pvt Ltd
04.2020 - 12.2020
Tech Support Engineer. (Residential Engineer for Dimension Data ltd)
VIS Networks pvt ltd
03.2018 - 03.2020
Bachelor of Engineering - Mechanical Engineering
Cape Institute of Technology
Higher Secondary (12th) - Tamil Nadu State Board
SMRV Higher Secondary School
Secondary School (10th) - TamilNadu State Board
Government High School