Unified Communications & CCaaS Contact Center Specialist

MUHAMMAD HAQ

Contact Center Technology Specialist · Unified Communications

Genesys Cloud Certified Professional · Cisco UCCE / Webex CCE / CUCM · CCaaS & Cloud Migration · CX Reporting & Analytics

Mississauga, Ontario, Canada · Canadian Citizen · TN visa eligible for U.S. positions · Open to relocation (Canada, U.S., GCC, international) +1-416-***-**** · ****.****@*****.*** · www.linkedin.com/in/muhammadhaq-inam PROFESSIONAL SUMMARY

Contact center technology specialist with 18+ years delivering enterprise voice and customer experience platforms across banking, telecommunications and government. Currently responsible for production support of TD Bank’s contact center estate — Cisco UCCE, CUCM, Webex Contact Center Enterprise, and Genesys Multicloud — in a 24/7 environment serving the bank’s customer-facing voice channels. Newly certified as a Genesys Cloud Professional (2026), bridging deep on- premises telephony experience with modern CCaaS. Unusual breadth across the full contact center stack: routing and IVR, reporting and analytics, workforce management, call recording, cloud migration, and Level 2/3 operations — delivered on the same platforms rather than in isolation. CORE EXPERTISE

Contact Center Platforms Genesys Cloud CX · Genesys Multicloud · Cisco UCCE / UCCX · Cisco CVP · Webex Contact Center Enterprise · Finesse · Virtualized Voice Browser Unified Communications CUCM · Unity Connection · CUBE · CUSP / vCUSP · Cisco Emergency Responder · SIP · VoIP · Voice Gateways · Dial Plan & Call Routing Design · Jabber · Webex Reporting & Analytics Genesys Pulse · Genesys GCXI · MicroStrategy (reports & dossier dashboards) · Custom agent, queue, and omnichannel metrics

Workforce & Recording NICE Resource Optimization / Total View · NICE CXone · Verint Ultra Call Recording · eGain Cloud & Migration UCCE to Genesys Multicloud migration · Amazon Connect and AWS exposure · Hybrid contact center modernization

Operations & Tooling Level 2/3 production support · Incident, Change & Problem Management · ServiceNow · Remedy · Splunk · Grafana · Prognosis · After-hours on-call Networking & Security Enterprise routing & switching · QoS for voice and multimedia · VLAN & IP addressing design · VPN

/ IPsec / SSL · MPLS · Firewalls · Cisco ACS with Active Directory SSO · Controller-based wireless Automation and Scripting MS Powershell, Javascipt, Python, Java. CERTIFICATIONS & TRAINING

• CCIE Collaboration (CCIE # 59579)

• Cisco CCNP Routing and Switching

• Cisco Unified Contact Center Enterprise (UCCE / ICM) with CVP — Voicebootcamp, Toronto

• Genesys Multicloud CX professional, Training directly conducted by Genesys Telecommunication

• Network Design & Administration (Post Grad Diploma) 2000 – 2001, Humber College of Applied Arts & Tech, Toronto, On, Canada

• M.Sc. Mathematics 1993 - 1995, University of Peshawar, Pakistan

• Diploma In Computer Programming 1991 – 1992, Board of Technical Education, N.W.F.P, Pakistan PROFESSIONAL EXPERIENCE

IT Analyst III — Contact Center Infrastructure Operations Jan 2019 – Present TD Bank Toronto, Ontario, Canada

Maintain highly available enterprise contact center platforms supporting the bank’s customer-facing voice channels in a 24/7 production environment.

Migrated on-premises Cisco UCCE contact center operations to Genesys Multicloud, improving scalability and reducing infrastructure cost.

Own Level 2/3 troubleshooting and root cause analysis for production voice and contact center incidents, minimizing customer-facing downtime; participate in after-hours on-call rotation. Deliver operational reporting and analytics through Genesys Pulse, GCXI, and MicroStrategy that enable business leaders to monitor customer experience and operational performance. Contribute to enterprise cloud transformation, including migration initiatives from Genesys Multicloud toward Amazon Connect and organizational adoption of NICE CXone workforce management and recording. Deliver application and infrastructure changes with capacity and security management, coordinated through ServiceNow change and incident workflow.

Support NICE Resource Optimization / Total View workforce management and Verint Ultra call recording for workforce optimization and compliance.

Provide technical leadership to Continuous Improvement initiatives across engineering, operations, and business teams. Partner with Delivery and Solutions Engineering to prevent and resolve production incidents; monitor platform health through Splunk, Grafana, and Prognosis.

Automation scripting using Microsoft PowerShell, Python, Visual Basic for application, Java script, Java Application Analyst (Network, Voice Analysis and support) (2009 - 2019) CIBC Bank Toronto, Ontario, Canada

Delivered moves, adds, and changes across client CUCM, CME, Unity, Unity Connection, Unity Express, UCCX, Presence, and Jabber deployments.

Troubleshot T1 PRI, SRST, and voice gateway issues across multi-tenant customer environments. Built UCCX/IVR applications from business requirements, including custom scripting, prompt design, and CRM integration for CTI screen-pop to agent desktops.

Designed QoS, VLAN, and IP addressing schemes prioritizing voice, data, and multimedia traffic. Delivered enterprise routing, switching, firewall, VPN, and wireless infrastructure alongside voice. Produced site surveys, network risk analysis, scope of work, and network diagrams for project proposals; delivered end- user training and post-implementation support.

Technical Support Analyst Apr 2002-Mar 2007

CGI (Conseillers en Gestion et Informatique), Markham, On Provided Tech Support /Trouble shooting regarding Lan/Wan Server/Desktop and desktop applications (Clients: CIBC Wood Gundy/Oppenheimer/ Grand & Toy) Participated in training new members

Windows Rollout/Network upgrades Jul 2001-Jan 2002 Ministry of Transportation Ontario – DownsView, Toronto, On Participated in Windows 2000 Rollout across Ontario Upgraded all client desktop / Printers upgrade / Branch Network upgrades

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