Contact Center Amazon Connect
Resume:
Ernakulam,INDIA,******
***************@*****.***
PROFESSIONAL
SUMMARY
Productive employee with proven
track record of successful project
management and producing quality
outcomes through leadership and
team motivation. Works with clients
to determine requirements and
provide excellent service.
Accomplished support professional
delivering reliable information and
communications technology
assistance. Maintained robust,
high-performing systems through
ongoing monitoring and
improvement implementation.
Resolved issues quickly and
accurately through focused
troubleshooting.
CORE QUALIFICATIONS
• Microsoft Azure Cloud
Fundamental Certification
• Attended AWS training facilitated
within our organization to
understand the cloud telephony
and its various aspects.
• Oracle Session Boarder
Controller technical training
provided by Oracle.
• Internal training programs
conducted by Wipro subject
matter experts on Avaya, Verint
and Aspect.
• Conduct KT session with Team
on new technical
Vipin
ThekkeNedungalil
EXPERIENCE
August 2013 - Current
Senior Technical Manager HCL Technologies, VOIP
• 13 Years of overall IT knowledge on Unified Communication.
Experience in Cloud Contact Center Solution
• Amazon Connect Instance Deployment and integration.
• SAML integration of Amazon instance with Azure AD and creating
Contact flow, IVR, Queue, Routing profile configuration as per
project requirements.
• Amazon Connect dialer outbound campaign configuration and
integration with other AWS services.
• Experience on AWS services with Amazon Poly, Amazon Lex with
Amazon Connect.
• Coordination with internal team in developing custom Amazon
Connect contact flows with AWS Lamba integration.
• Uploading the CloudFormation template for deploying the features in
contact centre such as voice mail feature.
• Monitoring the Contact Center reports and help to integrate them
with PowerBI dashboards.
• Troubleshooting Amazon Connect Issues using CloudWatch and
Cloud trail services.
• Migrating the projects from On-prem to Amazon Connect Cloud CC
solution.
• Designing the contact flow along with EWT, PIQ and Callback
features(Immediate).
Experience in On-Prem Contact Center Solution
• Working on Avaya Call manager 10.x, Avaya Session Manager,
Avaya Media Server, Oracle SBC 3900, Verint 15.2 SIPREC, AWS,
Cisco IPT etc.
• Onboarding new projects in Avaya, Cisco platform by fulfilling all
their technical requirements.
• Integration of Professional IVR platform for dynamic IVR translation
over the call.
• Integration of CTI platform with customer ticketing tool for enabling
the screen popup with all required caller details at the Agent
workstation.
• In charge of various service improvement plans and bring more
value adds in terms of capacity management and cost savings etc.
• Prepare Get-well plan for different locations/ Critical Projects and
highlight the known risks on configuration or infrastructure level and
work towards mitigation thereby minimizing the incidents and
improve the uptime of business.
• Managed troubleshooting and problem-solving of disaster recovery
solutions under extremely tight deadlines.
• Tracking customer emails, calls and live chat regarding technical
malfunctions and issues to fix remotely.
• Provided clear and concise step-by-step technical support to guide
clients during process.
• Reviewed current processes and successfully identified improvement
implementations.
opportunities.
• Worked as a change manager and review and approve all technical
changes
Handling a Team for managing various project related requirements
in Avaya and Cisco.
• Knowledge in Oracle SBC, ECB devices and its various operational
requirements
Experience in CTI integration with customer managed ticketing tools
such as BMC or Snow etc.
• POC with vendor for new tool integration which can create
operational excellence, Cost optimization etc.
• Implementing various service improvement activities and makes the
system hygiene and error free.
• License clean-up activities on periodic basis to ensure proper
capacity management and saved cost for purchasing new license.
• Familiar with Verint call recording implementation, Troubleshooting
and support.
Co-coordinating with different vendors and contractors in ensuring a
stable voice network.
June 2010 - August 2013
Associate Engineer Wipro Infotech- Avaya VOIP Gurgaon
• Given profound experience in handling Avaya operational issues by
working in Central Voice team at Hyderabad.
• Association with Wipro's prestigious client Genpact and managing
their huge voice infra across the globe given maturity to handle all
sorts of Voice issues with courage and confidence.
• Site SME for Avaya and Telecom Technology related requirements
and implementations.
• Working on new Telecom products in Avaya and do the production
rollout.
• Good knowledge in IT related process and technical requirements.
• Installation configuration and testing of ISDN, PRI, E1 and T1 trunks.
• VoIP configuration and timely implementation of IP trunks using
codec set like G711, G729 etc.
• Mapping of Toll –free numbers /DIDs to the switch as per process
requirements.
• Responsible for call routing configurations in a callcenter
Environment.
• Checking of daily alarms and notifications.
• Designing Call Flows as per the requirement of the various
processes.
• Creating, managing of Hunt groups, Extensions/Stations, VDN's and
Vectors.
• Organize quarterly preventative maintenance of PABXs and PABX
hardware parts.
• Dial plan, ARS, AAR etc -programming and testing.
• Working on CALL MANAGEMENT SYSTEM (CMS)
• Manage and create Real-time, Historical, Integrated reports and
Designer Reports
• Manage and create login ID's / Splits / Skills.
• Manage Agent Administration, Call Center Administration, Custom
reports, User permissions and Maintenance.
EDUCATION
2008
BSc Computer Application
MG University, Kottayam, India
GPA: 86
2005
Plus
Board of Education, India
GPA: 82
2003
SSLC
Board of Education, India
GPA: 83
10th
ACCOMPLISHMENTS
• HCL Teh O-Infinity Award on showcasing exemplary performance
consistently from the year 2018 to 2021.
• HCL Tech Center Stage Award for best Innovator in the year
2017-2018.
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