NAVJOT NARULA

• Conducted information gathering sessions with customers and assigned Service Account Managers (SAMs) to understand technical requirements, call flow design, and customer network topologies for E911 deployment planning.

• Deployed and configured Emergency Routing Service (ERS) and Emergency Gateway (EGW) for enterprise customers, ensuring accurate 911 routing and PSAP delivery based on endpoint location.

• Performed live Acceptance Test Plan (ATP) sessions with customers to validate routing logic, test multiple call scenarios (911, 933) and confirm correct location playback and failover functionality.

• Led pre-production testing of E911 call scenarios in the lab environment to validate end-to-end call flows, PIDF-LO location delivery, failover routing, and SIP trunk behavior.

• Coordinated firewall and SBC IP whitelisting for both Lab and Production environments, ensuring unimpeded SIP signaling and RTP media flow to and from Intrado’s SBC infrastructure.

• Provisioned endpoints using SOAP API calls, enabling scalable and automated location registration for thousands of devices across diverse customer networks.

• Performed advanced SIP call routing diagnostics, including SIP ladder analysis, RTP stream verification, and failover scenario validation to ensure successful 911 call delivery to PSAPs.

Troubleshot provisioning failures, CDR mismatches, and SIP 5xx/4xx errors by collaborating with NOC, IT, and engineering teams, leveraging tools like Splunk, SOAP logs, and SBC traces and addressing anomalies during UAT and post-Go-Live periods

• Migration of on-premises to Hybrid (Virtual) Data Center which included Collaboration servers, security gateway servers (MiVoice Session Border controllers) protecting the enterprise network from threats, SIP Trunks, PRIs, voicemail systems Nupoint and MiVoice Business systems (3300).
• Migration of Mitel/RingCentral Aura unified communications and collaboration (UC&C) platform from 7.3 to 9.7 (Micollab/VMware) supports voice and video conferencing, enabling teams to collaborate in real-time, regardless of their physical location.
• Design, Architect and Implement Enterprise VoIP Environment, Lead information gathering sessions, capacity planning, Inbound & Outbound Call Routing, traffic engineering, Voice network and firewall design, and backup strategies for 60+ virtual servers.
• Engage in analytical assessment of the organization's network to ensure it can handle SIP traffic, including bandwidth, latency, and firewall considerations, develop failover strategies to reroute traffic in case of a SIP trunk or network failure, Implement backup SIP trunks for redundancy.
• Integrating SIP Softphones solutions clients within desktop, web and mobile unified communications and collaboration applications like Micollab.
• Config & responsible for Administration tasks including User Accounts & sharing permissions, group policy, Cloud & Virtual VMware- Windows & Linux/Unix server administration, DCHP/DNS administration and troubleshooting of Network related issues.

• Design, implement, and managing Five9 VCC environments, including Admin Console, Five9 Analytics, Five9 Reporting, Dashboards.

• Create integration architecture for Five9 with other enterprise systems and applications such as Teams, CRM platforms namely Salesforce.

• Develop, troubleshoot, and support the Five9 call center software solutions in a wide array of configurations such as WFM, PBX, Dialer, ACD, CTI, VoIP, Web Services, and Call Center practices.

• Lead migrations to Five9 including design, configuration, implementation, documentation, training, monitoring, validation etc.

• Collaborate with cross-functional teams, including developers, network engineers, project managers, and operations, to ensure successful deployment and integration of contact center modules IVR, dialing campaign configurations, call back and voicemail routing.

• Participate in infrastructure related activities (Upgrades, Patches, Outages etc.).

• Conduct a thorough assessment and review all new and open incident, service request, and problem tickets and work with team to resolve as well as creating change management tickets for contact center services.