Ashraf Sayed
Mumbai
Summary
- To Develop and implement comprehensive unified communications solutions tailored to the specific needs of the organization, focusing on scalability, security, and optimal performance to ensure long-term effectiveness and adaptability to evolving business requirements.
- Proficient in Cisco Unified Communications Manager, Cisco Contact Center Express, Cisco Unity Connect, Cisco IM & Presence, Cisco Expressway, Cisco Unified Border Element, PSTN integrations, DID/Extension Management and Cisco Video Teleconferencing Control Systems.
- Design, deploy, and maintain Cisco UCCE and UCCX contact center infrastructure ensuring high availability and optimal performance. Configured and maintained call routing scripts, skill groups, precision queues, and agent setups to meet business requirements. Troubleshoot and resolved issues related to Cisco UCCE, Finesse, CVP, CUCM, and CTI integrations, minimizing service downtime. Monitored contact center operations, generated CUIC reports, and implemented performance improvements to enhance customer experience and operational efficiency.
- Experienced in Cisco Webex Contact Center (CCaaS) and Webex Calling (UCaaS) for cloud-based collaboration and contact center solutions, knowledge of Webex Control Hub administration, Webex calling setups and WxCC configurations Webex App, Call flow, Number Porting, IVR routing, Call Queue Configurations, agent profiles and skill-based routings.
- Exceptional knowledge in Cisco Collaboration Call flow and SIP signaling, knowledge of network fundamentals experience with ESXi Virtualization, experience configuring Cisco routers to act as VoIP gateways and able to troubleshoot end-to-end performance issues associated with voice involving IP and ISDN networks.
Overview
1
1
Certificate
15
15
years of professional experience
Work History
Floor Voice Engineer
Accenture
01.2005 - 11.2005
- For Six Months working as a Floor Voice Engineer in Accenture call center in Mumbai on AWAYA VoIP System.
Senior Cisco Voice Engineer and Project In charge
Trigyn Technologies (Cayman)
07.2016 - Current
- To develop and implement comprehensive unified communications solutions tailored to the specific needs of the organization, focusing on scalability, security, and optimal performance to ensure long-term effectiveness and adaptability to evolving business requirements.
Senior Voice and Telecom Engineer
Trigyn Technologies
01.2012 - 06.2016
- Cisco CUCM, Cisco Unity and UCCX server installation, configuration, administration and support.
- Installation, configuration and maintenance of Ericsson MX-One Telephony exchanges server and PABX.
- Installation and configuration of satellite equipment, Microwave radio equipment and programming of HF/VHF and UHF radio (Trunking system)
Senior Telecom Engineer
Shakti Vital Links Pvt. Ltd.
01.2010 - 04.2011
- Facilitated the installation and maintenance of Siemens Hipath & Hicom System.
- Led implementation of Tandberg video and audioconferencing system to enhance communication capabilities.
- Executed installation of Digitally Enhanced Cordless Telephony (DECT) systems to improve telephony connectivity.
Education
Bachelor’s degree - computer application
MGU University
Diploma - Industrial Electronics Engr.
Maharashtra Mumbai Board Technical
Passed Higher School (10+2) - science stream
Maharashtra Mumbai Board
Skills
Having 10 years of telecommunications technical experience installing, administering, and upgrading Cisco Unified Collaboration appliances and troubleshooting converged networks that leverage Cisco UC capabilities to interconnect Cisco endpoints, gateways, and teleconference bridge products
Proficient in Cisco Unified Communications Manager, Cisco Contact Center Express, Cisco Unity Connect, Cisco IM & Presence, Cisco Expressway, Cisco Video Teleconferencing Systems, and Cisco Session Border Controller and Integrated Room Video Teleconferencing Control Systems
Cisco Unified Communication Express (UCCX) configuration, administration Support Configuring agents, skill groups, teams and scripting Configured reporting and CUIC server Administered training to call center agents, managers and administrative staff on UCCX
Experienced in Cisco Webex Contact Center (CCaaS) and Webex Calling (UCaaS) for cloud-based collaboration and contact center solutions Cisco Webex Control Hub, Webex Calling, Webex App, PSTN Integration, SIP Trunks, DID/Extension Management, Call flow ,Number Porting, IVR routing, Call Queue Configurations and agent profiles
I have been trained in Genesys Contact Center platforms and have experience supporting contact center infrastructure and operations
Exceptional knowledge in Cisco Collaboration Call flow and SIP signaling, knowledge of network fundamentals experience with ESXi Virtualization, experience configuring Cisco routers to act as VoIP gateways
Certification
Done the CCNA Certification.
Timeline
Senior Cisco Voice Engineer and Project In charge
Trigyn Technologies (Cayman)
07.2016 - Current
Senior Voice and Telecom Engineer
Trigyn Technologies
01.2012 - 06.2016
Senior Telecom Engineer
Shakti Vital Links Pvt. Ltd.
01.2010 - 04.2011
Floor Voice Engineer
Accenture
01.2005 - 11.2005
Bachelor’s degree - computer application
MGU University
Diploma - Industrial Electronics Engr.
Maharashtra Mumbai Board Technical
Passed Higher School (10+2) - science stream
Maharashtra Mumbai Board
Telecom and IT Skills
Skills :
Voice : CUCM, UCCE,UCCX, Webex Contact Center, Webex Calling, Unity, IMP ,CCaaS, UCaaS ,IVR , ACD ,Scripting and Cloud collab.
Gateways and Trunks : SIP Trunks, ISDN, CUBE, Dial-peers and Voice GW
Protocols: SIP, VoIP, RTP, H.323, MGCP,SCCP,LDAP, JTAPI, QoS
Tools : Wireshark , RTMT , Cisco Control Hub.
Networking: LAN, WAN, Switches, Routers.
Server administration: Hybrid on premise and Cloud.
Project Management