Arjun M.M
Project manager/Consultant/ Contact centre Cisco collaboration migration manager
Chennai
Summary
Strategic professional; offering nearly 15+ years of experience in implementing, testing, supporting and solutioning IP Telephony and in Project management with key focus on timely deliverance of results and optimal resource utilization. Led initiatives in preparing call flow diagrams, business requirement documents & intake, use case requirements, Excel all functions in call flow document, BAT with Customer. Rich exposure in Pricing & Billing Rate cards for VOIP service provider. Global Exposure: worked with Clients across various geographies including Europe, North America, ASEAN, Middle-East, and APAC. Key People Leader, led and motivated team towards growth and success in the organization; created a clear & compelling view of future through coaching and execution; groomed the team with expertise on various facets as per requirement of the project.
Overview
16
16
years of professional experience
7
7
Certifications
3
3
Languages
Work History
Project Manager/Consultant
AVACEND solutions
6 2021 - Current
- Achieved process improvement by implementing changes, standards, and controls
- Test the whole contact center setup and Monitor team to complete the Service now incidents
- Coordinate with business through proactive communication to solve priority cases
- Team building and cost management.
Project Manager
Servion global solutions
06.2021
- IVR testing, call flow testing with call flow, BAT with customer
- Achieved process improvement by implementing changes, standards, and controls
- Responsible for delivering projects on timelines
- Managing resource planning and assigning team members to migration projects
- Managing more than 50 migration projects to WxCC 2.0
- Coordinate with business through proactive communication to gather requirements, call flows intake documents and implement it
- IVR testing, call flow testing with call flow
- Raising JIRA Case, BEMS case and follow up with engineering to open fix issues People management, Cost Management
- To support and responsible for migrations for the CCC (Cisco Cloud Contact) platform.
Technology Lead, Scrum Master
Infosys, Chennai
06.2021
- Achieved process improvement by implementing changes, standards, and controls
- Build Call flows
- Coordinate with business through proactive communication to gather requirements, call flows intake documents and implement it
- IVR testing, call flow testing with call flow, BAT with customer.
Technology Lead
ABN AMRO, Infosys, Chennai
01.2021 - 08.2022
- Responsible for operation and ITIL process
- As a scrum master I will facilitate team to join scrum ceremonies
- Provide training to the team members on Nice in contact and contact center domain
- Migrating Genesys contact center to Nice InContact cloud platform
- Update JIRA board, Azure board and estimate user story
- Microsoft Azure administration
- IVR testing with CYARA testing tool
- Prepare test strategy, test cases, test plan
- Execute test cases and raising bug in azure board
- Co-ordinate with product owner to prepare backlogs
- Prepare call flows and implement in nice studio
- Creating call flows and Modules like Welcome module, Skill routing.
Technology Lead
Infosys, Adidas Chennai
04.2019 - 12.2020
- UCCX scripting, MACD, call flow changes
- Understanding deployments and provide KT to team members
- Change management and problem management, Project transition
- MS teams task handling.
Technology Lead
Infosys->Optus, Citizens Bank UC and UCCE Support-Australia, Chennai
07.2014 - 03.2019
- Support Agents Desktops, Finesse, PG, CUCM, Cisco unity, SME, Voice gateway, Calabrio
- Worked in transition for several customers (SOW, MOBILIZATION, Transition planning)
- Experience with ICM / UCCE scripting utilizing Script Editor
- Understand of UCCE Database Schema and ability to use queries against the databases
- Troubleshooting UCCE, CVP, CUIC and Agent Desktops, Dialers
- Extract and examine log files using dump log or appropriate utility
- Provided support and resolution on all types of incidents relating Unified Communications, UCCE reported to the Service Desk from a global customer
- Used my technical expertise to identify problems with the IT Infrastructure, complete detailed investigations to determine root cause of the problem then find technical solutions and implement fix
- Improve service through effective use of Change Management and SNOW ticketing tool
- Participate in a 24/5 shift-based Rota and on call support Rota (24/7)
- Perform daily checks, ensuring that the infrastructure supported by the TAC team is performing to agreed service levels
- Participate in DR Testing exercises at the request of IT Service Continuity Management (ITSCM).
Engineer
HCL Technologies Ltd -Chennai TELCO, Computer Associate Ltd
02.2012 - 10.2014
- Implementing and troubleshooting CUCM, Unity Connection on UCS, MCS
- Installed the Session Manager Edition (SME) for the centralized call processing of internal
- Integrating CUCM with Microsoft LYNC server for communication to reduce call charges between the sites
- Upgrading the CUCM servers from 8.X to 9.X and migrating from MCS to UCS platform
- Implementing new voice gateways and migration of gateways from H.323 to MGCP
- Administration and maintenance of call routing components: Route patterns, hunt group, partitions, calling search spaces, Time of Day routing
- Configuring Unity connection for Menu based routing and uploading IVR's
- Troubleshooting and analyzing the VoIP network using different tools like wire shark
- Ability to analyze using CUCM logs with tools like Translator X
- Knowledge on Real Time Monitoring Tool (RTMT), CDR and enabling user features
- Knowledge on Voice protocols (SIP, MGCP, H.323, RTP, RTCP) and voice codecs
- Knowledge on Logical partitioning according to the policies of TRAI
- Insertion and PVDM and VWIC E1 cards in voice gateways
- DR/BCP plan/test for entire network and Disaster recovery test for CUCM.
Senior support engineer
VIVA Communications PVT Ltd
11.2008 - 01.2012
- Administration and configuration of CUCM 8.0
- Maintaining and Troubleshooting VoIP end-end connectivity
- T-SHOOT Gateways and gatekeeper
- Network Diagram design of Clients using MS-Visio
- System Administration, Configuration, and basic troubleshooting of Cisco Unity Server
- Implementation and troubleshooting of Cisco voice gateways, PRI & SRST
- Administration and maintenance of call routing components: Route patterns, hunt group, partitions, calling search spaces, translation pattern, media resources
- Testing the features in lab by configuring routers and IP phones
- Interacting with development team and raising client bugs (Acceptance test)
- Understanding the customer scenario and giving VOIP solution to customers
- Remote troubleshooting for IP Phones, Firmware upgrading
- Configuring Basic network setup to customers by configuring Routers (Cisco 2500, L2 switches, Firewalls (WATCHGAURD, SONICWALL) and distribute LAN
- Configuring Media gateway (Audio codes) with simultaneous channels (E1/T1) and integrate with PRI through EAPBX.
Education
B.E. - Electronics & Communication
Anna University
Chennai, TamilnaduSkills
Strategic Planner
Communicator
Listener
Team Builder
Thinker
Innovative
Collaborator
Agile Framework: Scrum, Kanban
CiscoUCCE, CISCOcucm, VG, Nice In contact/Amazon Connect
Databases: MYSQL, Dynamo DB
Tools: JIRA, Confluence, MS Excel, PowerPoint, Call studio, Azure Board
Others: AZURE, AWS
OS: Linux, Windows
Programming Languages: C, Python
Certification
Nice in contact certified
Timeline
Project Manager
Servion global solutions
06.2021
Technology Lead, Scrum Master
Infosys, Chennai
06.2021
Technology Lead
ABN AMRO, Infosys, Chennai
01.2021 - 08.2022
Technology Lead
Infosys, Adidas Chennai
04.2019 - 12.2020
Technology Lead
Infosys->Optus, Citizens Bank UC and UCCE Support-Australia, Chennai
07.2014 - 03.2019
Engineer
HCL Technologies Ltd -Chennai TELCO, Computer Associate Ltd
02.2012 - 10.2014
Senior support engineer
VIVA Communications PVT Ltd
11.2008 - 01.2012
Project Manager/Consultant
AVACEND solutions
6 2021 - Current
B.E. - Electronics & Communication
Anna University