Vikas

• Expert in building advanced Genesys Cloud Architect flows and integrations.
• Salesforce CRM data actions and API-based third-party integrations.
• Skilled in BYOC solutions, SIP troubleshooting, and ACD queue.
• AI chatbot development.
• Proficient in user management, SSO, role configuration, quality management, and outbound campaign planning.
• Also working on Cisco UCCE and UC.
• Configuration and Implementing Cisco Voice Solution
• Handling Escalation Request, L1 Engineer, and Troubleshooting Cisco IP Phone, Jabber Issues, and IVR issues.
• Handling AutoAttendant and system call handler issues.

• Project

AU Small Bank, Jaipur.

• Maintaining operational data daily.
• Register the new Cisco Phone in CUCM.
  Manage Cisco IP Phone with Recording.
  Monitoring and generating network devices for CPU, Memory, and throughput daily.
  Manager, UCS Server, Logger, Calabrio Recording Server.
  Experience in executing SQL Server queries.
  ● Creating Agent
  ● Take a backup of SQL Server and Call Manager, CUIC, VVB, Finesse.
  Checking the DB Replication in Call Manager and Finesse Tool.
  ● To work with Cisco TAC.
  ● Installing the Jabber.
  ● Changing the IVR Prompt.
  Configured various user phone features, including IP phone customization and firmware upgrades.
  Troubleshooting skills on CUCM, Voice Gateways, Call Routing, and CUPS.
  Handles weekly calls with customers to update them on pending incidents and ongoing projects.
  Coordinating and following up with the telecom and PBX vendors to fix the issue on their side in case of third-party support.