Contact Center Team Members
Resume:
BEDA JAIN
Atlanta, GA
*******.****@*****.***
UC SOLUTIONS Engineer
Accomplished Cisco Collaboration CCIE certified and experience with Hosted Cloud and Managed services. Planning, Design, Implementation, Upgrade, Monitor, Pre-sale and Support for Cisco IP Telephony and Cisco IP Contact Center. Troubleshooting the UC Infrastructure for various size of customers. Strong understating on various call flow and failover/redundancy. Maintained Customer relationships, implemented Customer demos, provided enhanced support to enhance Customer loyalty.
EXPERTISE AND QUALIFICATIONS
Expressway for MRA and B2B
Unified Contact Center Enterprise
Unified Contact Center Enterprise Hosted
Unified Contact Center Express
Customer Voice Portal (CVP)
Cisco Dialer
Amazon connect
IP IVR
Cisco Call Manager with SME
Cisco Call Manager Express
Telepresence
Unity Connection
Cisco Unity Express
Voice Gateway
Switching Nexus 5k
CUBE
SIP and H323 Deployment
ICM Custom Scripting
IPCC Express Scripting
WebEx Calling, WebEx Contact center, Jabber and WebEx Meeting
CCIE Certified
Azure Fundamentals 900
UC Engineer, Ironbow, June 2021- Nov 2023
Design and Implementation of CUCM, Unity, CER, and UCCX both in hosted and on-premises environment
Design and Implementation of Jabber with MRA
Design and Implement UCCE solutions for large size customer
Design and Implementation of Cisco WebEx Calling and WebEx contact center
Design and Implementation Amazon Connect, migrate Cisco Contact Center to Amazon Connect
Design and Support for Call Manager, Unity, IP Phone, UCCE and IPCC express
Provide very detailed training to the team members on Troubleshooting UCCM, UCCX, and Unity Connection
Perform troubleshooting on Call Manager, IOS GW, Unity Connection, UCCE, and IPCC Express.
Provide knowledge transfer to team members on new features/solutions.
Customers can use draft deliverable documents, including network drawings and device configuration, to implement the solutions.
Configure the firewall to allow traffic for MRA
Upgrade UC from 12.x. to 14.x and run the certification testing
UC Engineer, Locus Recruiting, June 2020- April 2021
Design and Implementation of CUCM, Unity, CER, and UCCX both in hosted and on-premises environment
Design and Implementation of Jabber with MRA
Design and Support for Call Manager, Unity, IP Phone, IPCC express
Provide very detailed training to the team members on Troubleshooting UCCM, UCCX, and Unity Connection
Perform troubleshooting on Call Manager, IOS GW, Unity Connection, and IPCC Express.
Provide knowledge transfer to team members on new features/solutions.
Customers can use draft deliverable documents, including network drawings and device configuration, to implement the solutions.
Configure the firewall to allow traffic for MRA
Upgrade UC from 11.x. or 12.x and run the certification testing
UC Engineer, DATAMTX, Dec 2018 to March 2020
Design and Implementation of Jabber with MRA
Design and Migration for Call Manager, Unity, IP Phone, IPCC Express and IPCC Enterprise
Design and Implementation of UCCE with CVP/IVR with CUCM as ACD
Write ICM scripting
Troubleshooting CVP and ICM for SIP and IVR call flow
Troubleshooting on UCCM, UCCX, Unity Connection
Design and implement SME for Global setup with three CUCM clusters in three different regions
Configure the firewall to allow traffic for MRA
Upgrade UC from 10.x to 11.x
WebEx Control hub and WebEx hybrid Calling service
Design and implement WebEx Calling
Implement Social miner
Implement a paging server with InformaCast Singlewire
Implement centralized SIP Cube
UC Engineer, NWN, Feb 2017- Dec 2018
Design and Implementation of CUCM, Unity, CER, and UCCX both in hosted and on-premises environment
Design and Implementation of UCCE with CVP/IVR with CUCM as ACD
Write ICM scripting
Troubleshooting CVP and ICM for SIP and IVR call flow
Design and Implementation of Jabber with MRA
Design and Implementation of Telepresence conference with Telepresence Conductor and TMS for scheduling and monitoring
Design and Support for Call Manager, Unity, IP Phone, IPCC Express and IPCC Enterprise
Provide very detailed training to the team members on Troubleshooting UCCM, UCCX, Unity Connection, and UCCE
Perform troubleshooting on Call Manager, IOS GW, Unity Connection, IPCC Enterprise, and IPCC Express.
Provide knowledge transfer to team members on new features/solutions.
Customers can use draft deliverable documents, including network drawings and device configuration, to implement the solutions.
Design and implement IPCC solutions for large numbers of sites.
Configure the Nexus5k to set the basic switching for all the UC servers and phones.
Configure the site-to-site VPN
Configure the firewall to allow traffic for MRA
Upgrade UC from 9.x or 10.x to 11.x.
Work on HCS environment.
UC Engineer, Eloyalty, 2013-2017
Design and Implementation of Jabber with MRA
Design and Implementation of Telepresence conference with Telepresence Conductor and TMS for scheduling and monitoring
Design and Support for Call Manager, Unity, IP Phone, IPCC Express and IPCC Enterprise
Provide detailed training to the team members on Troubleshooting UCCM, UCCX, Unity Connection, and UCCE.
Troubleshoot Call Manager, IOS GW, Unity, Unity Connection, IPCC Enterprise, and IPCC Express.
Provide knowledge transfer to team members on new features/solutions.
Customers can use draft deliverable documents, including network drawings and device configuration, to implement the solutions.
Designed and Implemented IPT and IPCC solutions for a large number of sites.
Upgrade UC from 9x to 11x.
Work on HCS environment.
Work on Cisco IP Dialer
Work on Cisco EIM/WIM
UC Engineer, Internetwork Engineering, 2010-2013
Design for Call Manager, Unity, IPCC Express, and IOS Gateway.
Design the detailed Test Plan concerning customer requirement documents and product required documents.
Perform the upgrade of Call Manager, IOS GW, Unity, and IPCCX.
Configure the Nexus5k to set the basic switching for all the UC servers and phones.
Perform troubleshooting on Call Manager, IOS GW, Unity, and IPCC Express.
Provide knowledge transfer to team members on new features/solutions.
Draft deliverable documents, including network drawings and device configuration that customer can use to operate implemented solutions
UC engineer, Cisco Systems, 2000-2010
Setting up the network topology.
Customer support Engineer for IPCCX and IPCCE.
Configuring for Call Manager, Unity, IP Phone, IPCC Enterprise, IPCC Express, and IOS Gateway.
Design, assemble, and configure the lab (Unity, Call Manager, CME, IOS GW, IPCCE, CVP, and IPCCX.) to execute the test plan and recreate customer scenarios.
Perform the upgrade of Call Manager, CME, IOS GW, IPCCE, Unity, and IPCCX.
Perform troubleshooting on Call Manager, IOS GW, IPCCE, CME, CVP, GK, and IPCC Express.
Provide knowledge transfer to team members on new features/solutions.
Customers can use draft deliverable documents, including network drawings and device configuration, to operate implemented solutions.
Technically supports the sales team for complex solutions.
Design and Implement IPT and IPCC for large size customer.
EDUCATION
BS in Electronics & Telecommunication, University College of Engineering, INDIA.
VOLUNTEERING
I coach MATH, ACT and SAT to high school student.
US Citizen (Authorized to work for any US employer)
EDUCATION:
BS in Electronics & Telecommunication Sambalpur University
HIGHLIGHTS:
Leadership skills
Interpersonal Skills
Communications Skills Analytical skill
Critical Thinking
Team Player
Effective Listening
Service Minded
Problem Solving
Process Improvement
People Management
Good Time Management
Attention to Details
Information Gathering
Technical Support
Team Building
Coaching and Mentoring
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