Aditya Jhingan
Surrey,BC
Summary
Dynamic professional with over 7+ years of experience in VoIP Design, Implementation, custom IVR Development, and Support within the Cisco Collaboration domain with a strong understanding of Network Routing and Switching. I excel in leading teams, managing processes, and navigating unexpected challenges with a positive and confident demeanor. Adept at effective communication, I convey ideas articulately and foster collaborative environments. Known for my organizational prowess and proactive mindset, I swiftly adapt to new work environments. Currently serving as a Senior VoIP Professional at Universal E-Business, I contribute to the Design, Deployment, and Operations/support team. Prior engagements include roles at Aricent (Cisco TAC) and FIS, where I honed my skills across a spectrum of technologies listed under skills but not limited to.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Voice Engineer
Universal E Business
09.2020 - 03.2024
- Led the seamless migration of a Contact Center infrastructure from UCCX to PCCE for a fortune company, optimizing operational efficiency and enhancing customer service.
- Engineered an automated IVR system utilizing REST APIs, allowing for dynamic greeting updates based on user selections within the IVR.
- Spearheaded the design and deployment of an IVR system enabling employee database cross-referencing and personalized email and voicemail generation, enhancing communication efficiency.
- Developed and integrated Menu Traversal String into call flows for comprehensive call tracking, customer analysis, and improved call routing strategies, resulting in enhanced call handling times and customer engagement..
- Successfully managed, upgraded and maintained certificates for various technologies including CUCM, Voice Gateways(CUBE), UCCX, PCCE, CER, Expressways,IM & Presence, Finesse, CUIC, Unity, Phones and Video Conference Devices.
- Proficiently handled Calabrio One for upgrading, managing, and troubleshooting purposes, ensuring optimal system performance
- Optimized Voice gateway configurations to utilize e164 calling standards, enhancing call routing efficiency
- Enhanced Cisco's Courtesy Callback CVP script to manage multiple queues with a single CCB application, improving call management capabilities
- Implemented REST APIs in CVP JavaScript for streamlined utilization of Business Hours functionality
- Deployed a BOT to send POST API using CVP, for automated text message responses to customers, improving service responsiveness
- Possessing a robust understanding of Webex calling alongside adept proficiency in routing and switching protocols— including but not limited to BGP, EIGRP, OSPF, STP, VTP, and VLAN
- I bring a comprehensive skill set crucial for navigating and optimizing network infrastructures
- Proficient in Webex CC, Genesys call routing/scripting, call flow design, and agent skills administration, I have garnered essential expertise vital for efficient management of Genesys Cloud contact centers
- Provided assistance to the client in the development of their calling agent by leveraging Finesse CTI messages for integration with CRM System
- Proficient in training customer service agents to effectively utilize tools and navigate ACD systems, I ensure seamless integration of technology with optimal service delivery
- Responsible to Implement, Design and document upgrades, call routing, changes, incidents, reports and present it to stake holders.
- Assisted management with Capex and Opex budgeting for Cisco collaboration.
- Successfully migrated VGW's ISR 4451 to SBC 8200 series.
Telecommunications Engineer II
FIS Global
06.2019 - 08.2020
- Successfully managed and resolved issues within a nationwide voice network spanning 140+ sites for prominent bank, inclusive of overseeing two major Contact Centers accommodating over 300 users each
- Spearheaded the enhancement of over 50 IVR scripts for the bank, focusing on optimizing customer experience through features like Dial by Extension, Data Collection, and Callback functionalities
- Orchestrated the seamless migration of 50+ sites within a single year, including a site with a user base exceeding 1700 individuals, demonstrating adept project management skills
- Implemented upgrades across key platforms including CUCM, Contact Center, and Unity, ensuring the network infrastructure remained current with the latest technologies
- Facilitated the integration of Salesforce products into the Cisco Contact Center ecosystem and coordinated the integration of Recording Tools with CUCM for streamlined call recording and monitoring
- Conducted comprehensive system and business requirement analyses for all IVR applications, ensuring alignment with organizational objectives and user needs
- Maintained meticulous technical documentation encompassing programming specifications, functional designs, and technical documentation, ensuring clear communication and reference for future endeavors.
- Improved network performance by designing and implementing efficient telecommunication systems.
- Reduced downtime for clients by providing prompt troubleshooting and repair services for telecommunications equipment.
VoIP Network Engineer
Aricent (Cisco TAC)
08.2016 - 06.2019
- - Provided expert troubleshooting and support for Enterprise Voice networks, encompassing CUCM, IVR, and UCCX scripting, as a Contact Center Specialist Engineer within Cisco's Technical Assistance Center (TAC), catering to Fortune 500 companies.
- Responded to service requests from enterprise-level customers, swiftly addressing network downtime situations and restoring full functionality, while ensuring minimal disruption to operations. Assisted in the seamless integration of new Cisco products into existing environments.
- Collaborated closely with Development Engineers to devise innovative solutions by adapting code and adjusting base-level configurations, enhancing problem resolution capabilities and mitigating potential issues.
- Leveraged Cisco Lab resources effectively by simulating customer issues in a controlled environment, facilitating in-depth root cause analysis and delivering timely and efficient solutions tailored to enterprise deployments.
- Conducted comprehensive testing of Cisco equipment using a range of diagnostic tools, ensuring optimal performance and reliability in diverse network environments.
- Enhanced network performance by designing and implementing VoIP solutions for various clients.
- Reduced downtime and increased reliability through proactive maintenance of VoIP systems.
- Streamlined processes by creating detailed documentation for VoIP system configuration, maintenance, and troubleshooting procedures.
Education
Bachelor of Technology - Computer Science
Amritsar College of Engineering & Technology
Amritsar05.2016
Skills
- JAVA
- UCCE
- PCCE
- UCCX
- UCCX / ICM / CVP scripting
- Call Studio
- Cisco Collaboration/ IPT/ VoIP
- CUCM
- Finesse
- Cisco Unified Intelligence Center
- VVB
- Cisco Emergency Responder
- Genesys Cloud
- Webex Calling
- Webex Contact Center
- Cisco Unity Connection
- Voice Gateways/CUBE
- ISDN/PSTN
- Routing & Switching
- Windows Servers
- Project management abilities
- Call Routing Design
- Session border controllers
- Unified Communications Expertise
- Voice Gateway
- Contact Center Technologies
- Audio Codecs Understanding
- STP
- VTP
- VLAN
- EIGRP
- BGP
- OSPF
- Microsoft SQL
Reference
https://www.linkedin.com/in/ajhingan
Certification
CCNA (Cisco Certified Network Associate)
Cisco Webex Calling Intermediate Administration
Soft Skills
- Project Management Capabilities
- Technical Consultant
- Analytical Thinking
- Problem-Solver
- Telephony Systems Management
- Collaboration Tools Integration
- Team Leadership and Mentoring
- Telecom Expense Management
- Call Routing
- Problem-solving
- Team Collaboration
- Multitasking Abilities
- Organizational Skills
- Preventive Maintenance Management
- Technical Documentation
- Time management abilities
- Telecommunications Support
- Unified Communications Solutions
Languages
English
Full Professional
Accomplishments
- Resolved production issue through unit testing resulted in profit of 20%
- Collaborated with SAP and Power BI team in the development of personalized call connector for in house developed CRM.
- Documented and resolved Callback IVR Issue and Audio Issues which led to increase in 25% of productivity.
- Achieved smooth transition in employee attendance by introducing for Call Out line to assist HR. This resulted into 10% productivity of HR's.
- Introduced Text BOT in IVR for ease of customer know status of product which resulted into 15% growth in customer support calls and efficiency.
Timeline
Senior Voice Engineer
Universal E Business
09.2020 - 03.2024
Telecommunications Engineer II
FIS Global
06.2019 - 08.2020
VoIP Network Engineer
Aricent (Cisco TAC)
08.2016 - 06.2019
Bachelor of Technology - Computer Science
Amritsar College of Engineering & Technology
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