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
Noida
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
Chennai
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
Ludhiana
02.2016 - 03.2016
Desk Side-Service Delivery
Progressive Infotech(p) LTD
Noida
01.2014 - 02.2016
Education
MCA - Computer Applications Development
Kamla Nehru Institute of Technology
Sultanpur, UPSkills
Genesys Cloud CX
APIs
Gen-AI
Voice and Digital Bot flows
Cisco Unified Call Manager
Cisco Unity Connection
Configuration
Call Forwarding, Hunt Groups,CSS, Partitions, Route Patterns,Translation Patterns
Bulk Administration Tool (BAT)
Cisco RTMT
TranslatorX
Dial-peer configuration
Call Forwarding
Hunt Groups
CSS
Partitions
Route Patterns
Translation Patterns
Bulk Administration Tool (BAT)
API's (XML, REST)
WebRTC
Cisco UCCE
Recording Toll (Calabrio, Nice)
Cisco Jabber
SQL query IVR
VoIP Protocols: SIP,
CUBE (Cisco Unified BorderElement)
Cisco IP Phones (8800/7800series, etc)
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