Education Qualification :
Any Graduate (Engineering / Science)
Skills :
Primary -> Technology | Cisco VOIP | 3 - Experienced
Primary -> Technology | Audiocodes | 3 - Experienced
Primary -> Technology | Genesys | 2 - Knowledgeable
Secondary -> Technology | RingCentral | 1 - Aware
Certification :
Technology | CCNP Collaboration/AudioCodes Certified Professional/Genesys Cloud CX Professional/Fortinet NSE 5 – FortiVoice
Experienced in managing Cisco VOIP environments, including configuring call routing, troubleshooting complex connectivity and quality issues, optimizing call flows, and mentoring team members on best practices for reliable VOIP operations.
Knowledgeable in AudioCodes VOIP operations, including configuring call routing, troubleshooting connectivity and quality issues, monitoring system performance, and providing guidance to team members on maintaining reliable voice services.
Knowledgeable in Genesys platform operations, including configuring contact flows, monitoring call performance, troubleshooting complex customer interaction issues, and guiding team members on best practices for optimal platform utilization.
Aware of advanced RingCentral functionalities and integrations, enabling optimized communication workflows, automation, and efficient issue resolution across enterprise environments.
Provides mentorship and guidance to Level 1 and Level 2 engineers, fostering skill development through continuous knowledge sharing, structured handovers, and adoption of best practices. Acts as the primary technical contact during major incidents and escalations, ensuring timely communication, effective resolution, and comprehensive post-incident analysis. Promotes a collaborative and positive team culture by proactively resolving conflicts and strengthening cohesive relationships across delivery teams.
