Mashuqul Chowdhury
Toronto,ON
Summary
I have over 15 years+ experience in IT and Telecommunications. To seek and maintain a full-time position that offers professional challenges, utilizing interpersonal skills, excellent time management, and problem-solving abilities. I am an organized and dependable candidate successful at managing multiple priorities with a positive attitude. I am also willing to take on added responsibilities to help meet team goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Contact Center Specialist
VoiceBootCamp Inc.
08.2018 - Current
- Leveraged 5+ years of experience to deploy, configure, manage, and optimize legacy CC such as Cisco CUCM, UCCX, UCCE and PCCE and Cloud Contact Center solutions such as Webex Calling, Webex Contact Center+ Enterprise, Amazon Connect , Geneses Pure Cloud CX and Microsoft Teams Voice ensuring maximum efficiency and performance in the contact center environment.
- Collaborated with cross-functional teams to develop and implement CX strategies and best practices, resulting in improved customer satisfaction scores and operational efficiency.
- Proficiently designed and maintained call routing strategies (SBR) skill based routing to optimize customer interactions and minimize wait times.
- Developed and maintained IVR scripts to enhance self-service capabilities, reducing agent workload and improving the customer experience.
- Utilized Workforce Management (WFM)& tools to optimize staffing levels and improve service levels, resulting in reduced costs and improved service quality.
- Generated comprehensive Contact Center reports, providing insights and actionable data to inform decision-making and drive continuous improvement.
- Resolved complex technical issues and challenges, ensuring minimal disruption to operations and maintaining high system availability.
- Conducted training sessions for technical and non-technical stakeholders, promoting a deeper understanding of Contact Center solutions and best practices.
- Configure, move, add, change & delete (MACD)
for the Contact Center support. - Designed and developed conversational flows, intents, entities, and responses to provide an engaging and natural customer experience.
- Prioritize incidents and change requests based on defined criteria in SLA and communicate with the customer on incident status.
Voice/Network Engineer
L7Connect Inc.
11.2014 - 11.2018
- Assisted with deployment Cisco Unified CUCM in Multi Cluster environment.
- Deployed 1000+ Cisco IP Phones using BAT utility.
- Integrated CUCM with Cisco Unity Connection (CUC) for voice mail using SIP and SCCP between multiple sites.
- Hands -one experience in migration , upgrade , install and other management task using Cisco Prime Collaboration (PCD)
- Gather use cases/requirements for UCCX and UCCE ICM scripts build, optimize and administer.
- Configured Basic Reporting using
CUIC Reporting Tools
Education
Advanced Diploma - Information And Technology
Trios College
Toronto05.2021
Skills
- Genesys Pure Cloud
- Cisco Unified CommunicationManager CUCM
- Cisco Unity Connection CUC
- Cisco IM and Presence IM&P
- Cisco Unified Contact CenterExpress UCCX
- Cisco Unified Contact CenterEnterprise UCCE
- Cisco Webex Cloud WxC, WxCC & WCCE
- SIP protocols, SIP Trunk, MGCP &H323
- UCCX implementation and scripting
- Cisco Prime Collaboration Deployment
- Amazon AWS Connect Contact Center
- Microsoft Teams Voice
- Unified Communication UCaaS & Contact Center as service CCaaS
Languages
English
Full Professional
Certification
Axelos : ITILV4 Foundation
Microsoft : MSTeams MS-700, MD-100, MS-100 MCSA-2016
AMAZON WEB SERVICE (AWS)
AWS Solution Architect Associate
AWS Certified SysOps Administrator - Associate
Cisco Collaboration SaaS (Webex)
Cisco CCNP Collaboration
Comptia : Project+, Security+ and Linux+
Timeline
Contact Center Specialist
VoiceBootCamp Inc.
08.2018 - Current
Voice/Network Engineer
L7Connect Inc.
11.2014 - 11.2018
Advanced Diploma - Information And Technology
Trios College
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