Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vikas

Cisco Voice Engineer
Noida

Summary

Experienced Contact Center and Unified Communications Engineer with over 9.5 years of hands-on experience in maintaining Cisco UCCE and Cisco UCC solutions. Proficient in managing enterprise-scale contact center environments, including ICM scripting, CVP call flows, Finesse customizations, and integrations with third-party CRMs and reporting platforms. Strong knowledge of Cisco voice gateways, SIP trunking, and CUCM, with proven expertise in troubleshooting and optimizing end-to-end communication workflows. Adept at collaborating with cross-functional teams to deliver high-availability and scalable solutions that enhance customer experience and operational efficiency.

Overview

11
11
years of professional experience
2013
2013
years of post-secondary education

Work History

Technical Specialist -Cisco UCCE, UC

HCL Tech
02.2023 - Current
  • Delivered L2 support for users on Cisco Unified Communications Manager (CUCM) and Cisco Unity Connection (CUC), resolving technical issues efficiently.
  • Configured and implemented end-to-end Cisco Voice solutions, including call flows, IP Phones, voicemail, and telephony features.
  • Participated in project meetings and adhered to deadlines, ensuring SLA compliance and seamless coordination with onsite teams.
  • Collaborated regularly with customers, conducting follow-ups to ensure timely and effective resolution of voice-related issues.
  • Assisted users with call flow design, voicemail setup, and deployment of IP Phones in various environments.
  • Managed and updated voicemail profiles, system call handlers, and auto attendants within Cisco Unity Connection.
  • Performed bulk configuration and provisioning of Jabber softphones and Cisco IP Phones using the Bulk Administration Tool (BAT).
  • Investigated and resolved L1 escalations, addressing issues related to IP Phone registration, audio quality, and login failures.
  • Configured advanced CUCM features such as Phone Button Templates, Calling Search Spaces (CSS), Translation Patterns (TP), Route Patterns, Route Lists, and Hunt Lists.
  • Administered user telephony features, including speed dials, call forwarding, call transfer, call pickup, and auto attendant setups.
  • Created and maintained technical documentation, including configuration settings, user guides, troubleshooting steps, and customizations.
  • Utilized Real-Time Monitoring Tool (RTMT) for log collection and diagnostics to support troubleshooting and performance monitoring.
  • Demonstrated strong understanding of call protocols such as SIP, MGCP, H.323, and SCCP.
  • Maintained line groups, hunt lists, and hunt groups, supporting users in call flow implementation and optimization.
  • Provided end-user support for Cisco Jabber, voicemail, IP Phones, and audio-related concerns through calls and remote sessions.
  • Acted as Queue Manager for the team, overseeing task distribution and workflow prioritization.
  • Conducted training sessions and provided mentorship to new hires to ensure smooth onboarding and skill development.

Engineer

Servion Global Solution
04.2016 - 02.2023
  • 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.
  • Collaborate with Cisco Technical Assistance Center (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.

Engineer

Origin ITFS PVT LTD
02.2016 - 03.2016

Desk Side-Service Delivery

Progressive Infotech(p) LTD
01.2014 - 02.2016

Education

MCA - Computer Applications Development

Kamla Nehru Institute of Technology
Sultanpur, UP

Skills

Genesys Cloud CX

Timeline

Technical Specialist -Cisco UCCE, UC

HCL Tech
02.2023 - Current

Engineer

Servion Global Solution
04.2016 - 02.2023

Engineer

Origin ITFS PVT LTD
02.2016 - 03.2016

Desk Side-Service Delivery

Progressive Infotech(p) LTD
01.2014 - 02.2016

MCA - Computer Applications Development

Kamla Nehru Institute of Technology

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Vikas Cisco Voice Engineer