Faisal H Khan
Toronto,ON
Summary
Results-driven Collaboration & Contact Center Architect with over 15 years of experience designing, deploying, and training engineers on Cisco Collaboration, Contact Center UCCE, CVP, UCCX, Genesys Cloud CX, Amazon Connect, and Cisco/Webex Contact Center solutions. Specialized in building end-to-end cloud and hybrid contact center architectures integrating voice, IVR, AI, and omnichannel technologies. Highly Experienced with Microsoft Azure, Amazon AWS and Google CCAI. Globally recognized instructor with a proven track record delivering instructor-led and e-learning courses to Fortune 500 companies, U.S. government agencies, and enterprise clients across North America, EMEA, and Asia.
Overview
11
11
years of professional experience
Work History
Sr. UC Consultant
IT PRO Canada Inc
Toronto, ON
05.2023 - Current
- Client: GN JOHNSTON EQUIPMENT from May 2025 to Presence. UCCX to WebEx CC Migration
- Led the full end-to-end migration from Cisco UCCX to Webex Contact Center, covering requirements gathering, solution design, tenant provisioning, call-flow conversion, integrations, testing, and production cutover.
- Conducted comprehensive discovery and assessment of existing UCCX environment, including CSQs, workflows, triggers, IVR scripts, reporting, agent profiles, PSTN/SIP routing, and operational processes.
- Designed the target Webex Contact Center architecture, mapping all UCCX functions to cloud-native equivalents and enhancing routing logic, scalability, and resiliency.
- Provisioned and configured the Webex Contact Center tenant: agents, teams, skills, queues, entry points, dial plans, Control Hub configuration, and Webex Calling/CUBE integration.
- Redesigned UCCX IVR scripts using Webex Flow Designer—recreating menus, prompts, routing logic, callbacks, and load-balancing strategies while simplifying overall call-flow complexity.
- Integrated Webex Contact Center with PSTN/SIP (Webex Calling or CUBE), Azure AD SSO, CRM/ITSM platforms, and reporting dashboards.
- Developed detailed migration mapping templates to port UCCX configurations (agents, skills, CSQs, business hours, holidays) into WxCC with functional equivalence.
- Executed full functional testing, PSTN call validation, and agent desktop workflow testing, ensuring a seamless transition with minimal business disruption.
- Managed the production cutover, including DID porting, PSTN routing changes, flow activation, and stabilization support during the hyper care period.
- Delivered post-go-live optimization, routing enhancements, admin/agent training, and final documentation (HLD, LLD, flow diagrams, migration guide)
Sr. UC Consultant
IT PRO Canada Inc
05.2023 - 02.2025
- Client: Ontario Power Generation from Jan 2024 to Feb 2025 Genesys Cloud CX Project
- Implemented and optimized full Genesys Cloud CX environments, including sites, SIP trunks, BYOC Cloud/Prem, and SBC integrations.
- Designed and configured complex Architect call flows, IVRs, queues, and skills-based routing strategies with HA/DR logic.
- Built a secure integration between Genesys Cloud and an on-premises Microsoft SQL Server database by running AWS Lambda functions inside a VPC and connecting to the customer data center through an IPSec VPN gateway.
- Configured AWS IAM roles, VPC subnets, security groups, and Lambda networking to enable low-latency SQL queries against on-prem SQL Server without exposing internal infrastructure to the public internet.
- Deployed the Lambda function as a custom Genesys Cloud data action and integrated it into Architect IVR flows to support real-time customer lookups, intelligent routing, and dynamic agent screen-pop information.
- Connected Google CCAI Virtual Agents/Bots for voice/chat, ensuring seamless context handoff to live agents.
- Secured all API communications utilizing OAuth2, API Gateway, IAM roles, and Signature V4.
- Automated bulk configuration and management tasks (users, queues, skills) using the Genesys Cloud Python SDK.
- Implemented and managed WEM/WFM, Quality Management, scorecards, and performance evaluation workflows.
- Designed scalable multi-site architectures with optimized SIP routing, QoS, and network readiness planning.
- Performed migrations from legacy systems to Genesys Cloud CX and integrated multiple third-party platforms.
- Built custom dashboards and monitoring feeds using Genesys Cloud Analytics APIs for real-time reporting.
- Project: Genesys Cloud CX
- Led cross-functional teams to optimize IT project delivery and improve client satisfaction.
Sr. UC Consultant
IT PRO Canada Inc
Toronto, ON
05.2015 - 08.2024
- Client: Bell Canada - Oct 2023 to Aug 2024 Genesys Cloud CX Project
- Executed the end-to-end design and setup of the Genesys Cloud CX environment, including the configuration of users, roles, permissions, security settings, and integration with Azure AD for centralized identity management.
- Developed and configured over 3 complex Architect call flows, integrating sophisticated in-queue flows, custom hold music, emergency messaging, and advanced skills-based routing logic across 15 different service queues.
- Integrated Genesys Cloud CX with AWS DynamoDB using Lambda functions for profile retrieval and OTP verification.
- Managed the complete migration and certification of telephony services, configuring SIP trunking environments and implementing Session Border Controllers (SBCs) with specific normalization rules to ensure seamless carrier interoperability.
- Created and deployed 5+ critical Data Actions (Web Services and Salesforce) to enable real-time lookups into the client's internal CRM and order management systems for immediate screen-pop and dynamic routing decisions.
- Configured and successfully launched the Workforce Engagement Management (WEM) suite, including setting up performance management scorecards, implementing adherence reporting, and training WFM administrators on forecasting tools.
- Led the User Acceptance Testing (UAT) phase, logging and resolving critical defects, and performed post-go-live tuning and optimization of routing/IVR logic based on initial performance data and business feedback.
IT Consultant
VoiceBootcamp LLC
Toronto, Ontario
05.2019 - 01.2023
- Client NYC HEALTH + HOSPITALS Project: Unified Communication & Telepresence
- Designed and implemented solutions that improved system performance and user experience across various platforms.
- Developed detailed project scopes outlining objectives timelines deliverables resources needed successfully complete initiatives within set parameters.
- Recent projects include working as a technical lead in the successful completion of Cisco Meeting Server System deployment for a major Health Care.
- Successfully integration with WebEx cloud for Jabber Teams Messaging mode, Hybrid calling, cloud registered WebEx Room Devices and centralized SIP Trunk. Deployment also included Expressway C & E, WebEx Connector, Directory Connector, CMS1000 and integration of GSUITE with WebEx organization for calendar integration and OBTP meeting join experience.
- Recently deployed a Cisco WebEx Contact Center and currently managing the platform.
- Involved in strategic planning of large-scale migration and deployment of sensitive facilities (i.e. Healthcare, Utility Company etc.)
- Working in projects related to Education, Municipalities and Health Care
- Involved closely in RFP process from technical perceptive as a subject matter expert.
- Involved in mentoring team members in latest technologies and deployment scenarios.
- Define future direction of Video Conferencing Solution blueprint and design artifacts.
- Standardization of Video Conferencing, Unified Communications and Collaboration Platform as per Best Practice
- Provide Architectural Decision around new Service or Solution
- Integration of new solutions with existing Video Conferencing infrastructure, based off business requirements.
- Contribute to product engineering/development in its entirety, as per client’s Engineering Leadership
- Execute Product certification testing to validate and qualify products and technology.
- Perform Bake Off between vendor specific products or solutions.
- Document future roadmap of migration plan for Video Conferencing
- Contribute or Author specifications for Solutions and Services
- Build or update design, as build, platform, component specific documents for Operations Partners
- Work with Operations Partners & senior members of the Engineering Team on handover exercises
- Engage with Operations Partners and respond to high complexity escalations.
- Develop and maintain Engineering lab, specific to Video Conferencing
- Conduct Self-Directed research on new solutions, products for Collaboration, and propose future plan to Senior Directors, Stake Holders
- Engage with Vendors on new Product or Solution proposal, understand and verify requirements aligns with business need or direction.
- Project: Unified Communication & Telepresence
Education
CCNP Collaboration Certified -
CCIE #10980 - R/S and Voice
Skills
- CUCM, Unity Connection, UCCX, UCCE/CVP, CUBE, SIP trunking, MGCP/SIP/H323 gateways, analog/legacy integrations
- Webex Contact Center, Webex Calling, Messaging/Teams, Flow Designer, Webex Connect CPaaS
- Cloud CX, Amazon Connect, Microsoft Teams Voice, MS Dynamics 365 CC, Google CCAI & GenAI
- Expressway C/E, Directory Connector, Webex Edge, Calendar Connector, Hybrid Calling
- Microsoft Teams Voice: Direct Routing, SBC/CUBE integration, Calling Plans, enterprise voice routing & migration
- Genesys Cloud CX BYOC Cloud/Prem, trunking/SBC, Architect flow design, routing strategies, WEM/WFM/QM, API & DB integrations
- Amazon Connect Contact Flows, Lambda, Lex V2, routing profiles, agent/queue configuration
- Architecture Cloud/hybrid/on-prem UC/CC design, HA/DR, SBC/SIP routing, QoS, scalable multi-site
- Migrations from Legacy PBX → Cisco IPT, Cisco → Webex, UCCX → Webex CC, On-prem → Genesys Cloud CX
- Networking in RIP, OSPF, EIGRP, VLANs, QoS, SIP/RTP troubleshooting
- Telephony Integrations PSTN/SIP carrier onboarding, call recording, IP/legacy paging
- Infrastructure VMware ESX Windows Server/AD/DNS/DHCP, Cisco Prime (PCD/PI)
- UC/CC upgrades, patches, maintenance windows, DR procedures, Cisco TMS
- Experienced with RTMT, Wireshark, CUBE debugs, SIP ladder analysis
- Enterprise consulting, C-level engagement, multi-vendor integration, HLD/LLD, runbooks, PoCs, demos, RFP support
- Published 16 e-Learning courses covering Cisco UC, Collaboration, CC, CCaaS, and UCaaS technologies: https://elearningvoicebootcampcom world’s largest eLearning for UCaaS & CCaaS
- Trained and mentored engineers worldwide for 15 years across Cisco, Genesys, Webex, Amazon Connect, and Microsoft UC/CC platforms
Timeline
Sr. UC Consultant
IT PRO Canada Inc
05.2023 - Current
Sr. UC Consultant
IT PRO Canada Inc
05.2023 - 02.2025
IT Consultant
VoiceBootcamp LLC
05.2019 - 01.2023
Sr. UC Consultant
IT PRO Canada Inc
05.2015 - 08.2024