Lead VoIP & CCaaS Engineer

VISHNU VARDHAN

Lead VoIP & CCaaS Engineer

Phone: +91-970******* Email: **********@*****.*** Location: Hyderabad, India Professional Summary

Lead VoIP and CCaaS Engineer with 12 years of experience in designing and optimizing enterprise communication systems. Expert in Genesys Cloud CX, Asterisk and FreePBX with a focus on building high-performance SIP routing, WebRTC solutions and Linux environments. Experienced in managing migrations, designing multi-channel IVR flows and integrating CRMs to keep systems running smoothly and fix technical issues faster.

Core Strengths

Expert in orchestrating enterprise-scale CCaaS solutions and VoIP ecosystems with comprehensive knowledge of Genesys Cloud, Asterisk and robust Linux server administration.

Designing and deploying advanced Asterisk IVR applications featuring complex custom dialplans to optimize automated call routing.

Install, configure, and maintain enterprise Asterisk VoIP systems to support high- availability business communication workflows.

Configure and integrate analog/digital media gateways to ensure reliable PSTN and SIP trunk connectivity.

Architect complete Omni-channel customer journeys using Genesys Cloud Architect across Voice, Email, Chat, Message, and Survey channels.

Seamlessly integrating advanced queue configurations, skill-based routing strategies, and custom IVR developments.

Integrate Genesys APIs with third-party solutions and enterprise CRM ecosystems like Salesforce and ServiceNow.

Building, scaling, and optimizing FreePBX, Vicidial and Go-Autodial systems.

Manage and support enterprise Genesys Cloud contact center operations, handling system diagnostics, platform tuning, and agent environment optimization.

Manage high-volume SIP trunks and inbound/outbound call routing matrixes for both Asterisk and Genesys systems.

Maintain enterprise Linux server infrastructures (RHEL, Ubuntu, CentOS) through secure user management, log analysis, and system updates.

Working knowledge of Kamailio, Zoom CCaaS and FreeSWITCH. Technical Skills & Tools

CCaaS & VoIP Platforms: Genesys Cloud CX, Asterisk, FreePBX, FreeSWITCH, Kamailio, Go-Autodial

Cloud & Infrastructure Architecture: Amazon Web Services & Cloud Telephony Migrations

Operating Systems: Linux (CentOS, Ubuntu, RHEL)

CRM & Voice Bot Integrations: Salesforce, ServiceNow, Amazon Lex (Voice Bots)

Databases & Servers: MySQL, MSSQL (Stored Procedures), Apache HTTP, SAMBA, FTP

Scripting: Perl, Shell, Python

Protocols & Networking: SIP, IAX, WebRTC,UDP, TCP/IP Certifications

Genesys Cloud Certified Architect (GCX-ARC)

Genesys Cloud Certified Professional (GCX-GCP)

Professional Experience

HTC Global Services

Associate Manager 08/2022 to Present

Manage the daily administrative operations and system-wide configurations for Genesys Cloud CX and Asterisk environments.

Design and develop multi-channel interaction flows using Genesys Cloud Architect for voice, email, web chat and messaging channels.

Design and build automated Voice Bots utilizing Genesys Cloud Architect and Amazon Lex frameworks.

Configure and manage SIP trunks, custom call routing and media settings across both Genesys and Asterisk environments.

Manage user access, platform permissions, and security roles across the contact center platform.

Create performance dashboards and monitor operational health through real-time platform metrics.

Manage the troubleshooting and resolution of voice quality and platform connection issues.

Develop and implement custom integrations between Genesys Cloud and external CRMs

(Salesforce and ServiceNow) using Genesys APIs.

Kfin Technologies

Project Lead 08/2014 to 08/2022

Managed the installation, provisioning, capacity planning, and operational maintenance of core VoIP and telephony server environments.

Developed custom Asterisk Dialplans and implemented multi-level Interactive Voice Response (IVR) architectures from scratch.

Provisioned and configured digital telephony gateways to seamlessly bridge traditional communication infrastructures with modern VoIP environments.

Built structural AGI scripts using Perl and configured Shell scripts to automate critical daily server tasks and operational workflows.

Established MySQL and MSSQL database connectivity for PBX systems, deploying custom stored procedures and analytical reports.

Managed complex system modernization projects, successfully deploying core Linux instances over to centralized off-premises environments.

Managed enterprise Linux operating systems (CentOS, RedHat, Ubuntu), handling server maintenance, user management, and core services like Apache, FTP, DNS, and SAMBA.

Managed the configuration, deployment, and ongoing maintenance of contact center applications and WebRTC communication platforms.

EDUCATION

Master of Computer Applications (MCA) Osmania University (2010)

Bachelor of Science (BSc) S V University (2007)

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