Arunkumar B.
Calgary,Canada
Summary
Accomplished contact center technology specialist with over 9 years of experience, including 7+ years specializing in Genesys Cloud and Cisco UCCE platforms. Proven expertise in User Acceptance Testing (UAT) for contact center solutions over the past 2 years, supported by hands-on involvement in solution design, implementation, troubleshooting, and process enhancement. Known for results-driven collaboration with global teams and for delivering robust, user-centric contact center systems.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Lead – Contact Center
Servion Global Solution Pvt. Ltd.
03.2022 - Current
- Manage large-scale Genesys Cloud and Cisco UCCE projects for Canadian clients, supporting both onsite and hybrid remote teams.
- Drive full-cycle UAT on Genesys Cloud implementations: outbound campaigns, architect flows, scripting, and user experience validation.
- Coordinate configuration, troubleshooting, and upgrades for Cisco UCCE and supporting tools, including contact center agent setups, voice gateways, and campaign dialers.
- Direct daily operations spanning incident resolution, MACD configuration changes, and process automation in ServiceNow.
- Mentored junior engineers, fostering skill development and enhancing team performance through knowledge sharing.
- Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.
Senior Converged Communications Engineer
NTT Data
11.2021 - 03.2022
- Delivered UAT and support for Cisco contact center deployments globally, working with multidisciplinary teams.
- Responsible for dialer configuration, outbound campaign testing, and reporting within Cisco environment.
Broadband Tier-II Technical Support Engineer
Innovatia India Knowledge Management Services Pvt Ltd.
06.2016 - 02.2018
- Provided technical support and troubleshooting for high-speed internet, IPTV, and fiber services for top global clients.
Education
Electronics And Communications Engineering
Shivani Engineering College
Trichy, India04-2016
Skills
- Genesys Cloud administration and scripting
- Cisco UCCE solution upgrades
- Cross-platform user acceptance testing
- IT Operations: Incident, Problem & Change Management (ITIL), ServiceNow automation, vendor & SLA management, operational and configuration support for North American and global projects
- Tools expertise: Calabrio Recording, Supervisor Management Console (SMC), List Campaign Manager (LCM), Microsoft SQL
Accomplishments
- CEO Delivery Excellence Award (2019, team)
- Outstanding Performer (2018, team)
- Recognized for driving excellence in contact center operations and technology adoption
Personal
Languages: Tamil, English, Kannada
Nationality: Indian
Passport: X7006178
Marital Status: Married
Certification
- Genesys Cloud Professional (GCP)
- Genesys Cloud CX (Architect, Scripting, Outbound, QM)
- ITIL (Process exposure)
Timeline
Technical Lead – Contact Center
Servion Global Solution Pvt. Ltd.
03.2022 - Current
Senior Converged Communications Engineer
NTT Data
11.2021 - 03.2022
Broadband Tier-II Technical Support Engineer
Innovatia India Knowledge Management Services Pvt Ltd.
06.2016 - 02.2018
Electronics And Communications Engineering
Shivani Engineering College
Relocation
Currently based in Calgary, Canada. Willing and able to relocate to Dubai, UAE with 45-60 days’ notice. Available for remote engagement prior to physical relocation if required.