Dhiraj Bhat
Voice Network | Unified Communication | Contact Centre Technology
Dubai
Summary
Results-driven Contact Centre, Collaboration and Unified Communication Technology Professional with 15+ years of experience in designing, implementation, maintenance, project delivery and voice operations. Hands-on experience with Avaya, Cisco, Genesys, Microsoft Teams voice and digital products with the majority of experience on Avaya Aura communication manager, Avaya contact centre, AIC, IVR, WFM, WFO, predictive dialers, telepresence solutions and digital channels solutions on eGain, Zendesk, Sprinklr.
Well-versed knowledge of up-to-date IT Operations, and security best practices. Self-motivated approach to monitoring and resolving troublesome Telephony issues. Adept at troubleshooting complex technical issues and providing hands-on support to users. Possesses excellent customer service and time management skills.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
Work History
TELEPHONY TEAM LEADER
OSN
Dubai
03.2019 - Current
- Manage and optimize telephony infrastructure for 2000+ users on various Avaya, Cisco and Genesys products, Microsoft Teams.
- Maintain and Support 300+ agents contact centres systems and applications distributed across MENA region on Avaya and Genesys products.
- Responsible for managing Cisco telepresence, CUCM for video conferences and integration of endpoints with Zoom, Pexip and MS teams.
- Actively designing and implementing solutions for contact centres from inbound, outbound, digital and workforce optimization.
- Managing support contracts with suppliers for all telephony products across OSN sites which include Avaya support registrations, Cisco SMARTnet renewals Genesys support and application support renewal contracts with software solution providers.
- Design and support Microsoft Azure cognitive services - ChatBot, QandA management.
- Manage SMS analytics, MIS, SLA and Billing and technical support for SMS gateways.
- Serve as escalation point for complex issues, problems and solutions which includes predictive dialer, Avaya products, digital channel, boardroom collaboration EV and applications within scope of telephony team.
- Actively involved in cross-platform requirement gathering, integrations and testing.
- Monitor and control telephony expenses according to organization policy.
- Coordinating with suppliers for completing tasks within defined SLA and
- periodic vendor evaluation on SLA and performance.
- Actively involved in RFQ, RFP requirements and technical evaluation for
- selecting right solution for OSN telephony and contact centre business.
- Forecast and manage Capex/Opex budget for telephony, contact centre
- infrastructure and application as per business needs.
- Responsible for MIS, risk assessment and mitigation.
- Follow ITIL methodology for change management, incident management,
- problem management and day to day operations.
Systems Administrator
OSN
Dubai
01.2014 - 02.2019
- Day to day operational support for contact centre systems, back-office telephony systems and video conference solutions.
- Responsible for administration, operations support and maintenance of Avaya Aura Experience Portal (IVR), Avaya Call Centre Elite vector designing, communication manager, Avaya interaction centre, CMS, Dialers, Avaya Recorders, Avaya workforce management systems, Cisco video conferencing systems.
- Orchestrated integration and communication of system upgrades.
- Spearheaded inventory control measures to replenish and maintain IT equipment.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Conducted routine and emergency maintenance of assigned contact centre systems and applications.
- Provide 24x7 technical support to contact centre team in the event of any issues related to Genesys PureConnect predictive dialer solutions.
- Documentation, monitor and conduct periodic audit for voice, video and contact centre environments.
- Actively involved in projects for technical support, IT testing, UAT support and Project Delivery.
- Collaborate with network, systems team, and business users to resolve issues.
- Review monthly systems heath checks with vendors as per contract and take corrective actions as recommended.
- Work with Telco providers on support for ISDN and SIP circuits in the event of outages and for new requirements as per business needs.
- Continuously develop own skills by attending all required online training courses and maintaining up-to-date knowledge of products, services, systems and work
processes. - Maintaining up to date and detailed documentation, SOP.
Monitor Telephony links and network links on daily basis to ensure smooth business operations. - Managing support priorities according to their importance and urgency.
Telecom Engineer Avaya
Jawad Sultan Technologies LLC
Muscat
07.2009 - 07.2014
- Designing, installation & maintenance of Avaya call centre & UC for small size, mid-size and large size business organizations.
Integration of Avaya converged solutions with existing LAN, WAN infrastructure. - Installation and upgrade of Avaya Aura communication manager, session manager, system manager, Avaya Aura experience portal, S8800, S87XX, S8300, S8400, S8500servers and Avaya G650, G450, G430, G700 gateways.
- Advanced designing, programming and troubleshooting of Avaya Communication Manager.
- Installation and configuration of Avaya IVR 3.0, 4.0 system and IR applications, Solaris, Minor call flow changes, Voice loggers like DG VOX, DCRS, and speech log, Teleopti WFM, Avaya AES Servers, BCMS, CMS Servers. CTI integration with 3rd party applications.
- Maintaining Avaya G3r, G3si, Definity Legacy systems.
Maintaining firmware upgrade of Avaya cards and patches for media servers. - Installed, maintained and supported IVR applications.
- Designed, installed and maintained organization's telephony network.
- Providing L1 and L2 support CTI Applications.
Maintaining Avaya CMS server, CMS Supervisor Designer Reports. Specialised in call centre implementation. - Specialised in Avaya IPT.
- Providing 24x7 support to call centre customers.
Responsible for preparing training manuals on Avaya package. - Researched and recommended voice network communications hardware and software.
Team Leader Avaya Support
I-Source Infosystems Pvt Ltd
Mumbai
08.2007 - 07.2009
- Managing team of 8 engineers and providing Level 2 support to contact centre/BPO at Intelenet/Teleperformance.
- Maintaining, operations and administration of Avaya S8700 media servers, communication manager, ACD, media gateways, Avaya CMS servers, Nice Perform call recorders, Verint call recorders, Voicemail servers, Symon dashboards, T1/E1 PRI.
- Responsible for shift management, assigning cases to engineers as per their skill set and guide them in resolving issues within defined SLA.
- Managing, handling and Assigning service desk Tickets as per Headcount.
- Make best use of available resources at multiple locations.
Maintaining asset inventory of all telecom, Logger and system-related products. - Providing periodic training to Level 1 engineers and trainees.
Sound knowledge of WAN, LAN, IP Telephony, TDM etc. - Mentored and guided employees to foster proper completion of assigned duties.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
Telecom Support Engineer
ICICI Bank
Mumbai
12.2006 - 08.2007
- Maintenance and administration of Avaya S8700 servers, Communication manager, Avaya CMS, Witness recorders, Bluepumpkin WFM.
- Collaborated with outside departments to implement system-wide improvements.
- Monitor and maintain daily, hourly checklist for Nortel IVR resources, ISDN trunk utilization and report any faults to level 2 support team.
- Involved in ICICI bank IVR testing as per business requirements.
- Monitored systems in operation and quickly troubleshot errors.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Created user accounts and assigned permissions.
System and Network Engineer
CMS Computer Ltd for Reliance Communications
Mangalore
07.2006 - 12.2006
- Perform IT system and network support for more than
30 locations in Mangalore cluster. - Provided network support services for devices such as hubs, bridges, routers, and other hardware within Reliance network around Mangalore cluster.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Router configuration of Cisco and maipu routers with new link commissioning of CBOP, SBI ATM, GE money ETC
- Support end users on lotus notes, SAP etc
- Maintaining Regional DHCP server for cluster.
- Design and maintain end user network LAN
- Support and troubleshoot Network and computer systems for customers and users.
- Worked effectively in both independent and team environments to exceed IT goals.
- Implemented technical solutions to solve customer issues and increase satisfaction.
Education
Diploma - Chemical Engineering
Karnataka Polytechnic
Mangalore,IN 06.2000 - 05.2005
Skills
TechnologyUC,ACD, VOIP, VideoChatBot, Contact centreProducts: Avaya, Genesys, CiscoEGain, Zendesk, Microsoft, ZoomLogitech, AWS, PEXIPProtocols and StandardsSIP,H323RTP, RTCPManagement Activities or FunctionsVoice operations, Project
Project Management, IT Operations
Incident and Change management
Vendor Management
Technology: Voice Network, UC, ACD, VOIP, Contact Centre
Voice Gateway: SBC, G450, G430, G650, ISR43xx, Yeastar PABX
Products: Avaya, Genesys, Cisco, eGain, Zendesk, Microsoft, Zoom, Logitech, AWS, PEXIP
Protocols and Standards: SIP,H323, RTP, RTCP
Management Activities or Functions: Voice operations, Project management, IT Operations, Change Management, Incident management, Vendor Management
Network : Voice, MPLS, SD-WAN
Certification
ITIL V4 Foundation
Timeline
TELEPHONY TEAM LEADER
OSN
03.2019 - Current
Systems Administrator
OSN
01.2014 - 02.2019
Telecom Engineer Avaya
Jawad Sultan Technologies LLC
07.2009 - 07.2014
Team Leader Avaya Support
I-Source Infosystems Pvt Ltd
08.2007 - 07.2009
Telecom Support Engineer
ICICI Bank
12.2006 - 08.2007
System and Network Engineer
CMS Computer Ltd for Reliance Communications
07.2006 - 12.2006
Diploma - Chemical Engineering
Karnataka Polytechnic
06.2000 - 05.2005