UCCE Consultant

Gatekeepers, Cisco Call Manager, Gateway, UCCE, Cisco ICM, Cisco CVP, CVP, CAD, CTIOS, ICM Scripting, SIP, UCCX, cuic, CBR, Altitude, CAD/CAM, SIP Proxy, Voice Recording, Support & Services, Cisco Finess, Cisco Social Miner, Cisco Technologies, expert flow, Technical Support, IT Service Management, Service Management, ITIL Certified, Unified Communications, VoIP, IVR, Contact Centers, Troubleshooting, Call Center, Telephony, ITIL, CTI, ACD, IPCC, ICM, Integration, Cisco Finesse, Call Centers, Gatekeeper, Networking, Cost Down, Data Center, IP, Telecommunications

Expert Flow
Manager Services
07.2012 - today
Managing technical team of IPCC(UCC) & Voice Recording solutions.
Managing Support operations of IPCC /UCC Call Centers in different Regions( Africa , Middle East, Pakistan) .
Ensures customer satisfaction.
Performs technical analysis of systems and Ensures that appropriate service is provided to end customers .
Maintain and manage SLA/OLA .
Handling critical incidents/communication with Customer & different Technical Teams.
Information Technology and Services
11-50 employees

Expert Flow
UCC (UCCE/UCCX/UCCH) Consultant 07.2008 - today
Currently responsible for Designing ,Deployments & integration of Cisco IP Contact Centres (UCCE/IPCC/UCCX) solution with CRM & other products in Africa,Pakistan & Middle East Region.
Managing a technical team for IPCC(UCC) and Voice Recording solutions.
Managing the operations, daily planning, engineering, design, for the enterprise\'s IPCC / VOIP network functions and Ensures customer satisfaction.
Performs technical analysis of software, hardware and transmission systems and Ensures that appropriate planning is provided for remote/local hardware and communication facilities to develop and implement procedures for installation and support of the voice communications systems. Implementation and configuration support of the Voice environment, hardware including ICM, ACD, Voice Recording, Voice Mail, Call Center and Branch facilities. Provide day to day technical support & guidance to different customers . Develop reports, procedures and standard manuals. Analyse the extent and impact of planned changes. Define best practices in relation to configuration and deployments. Troubleshoot, problem solve and oversee or coordinate resolution of issues within UC, UCCE, CVP, CTI, QM, Network, CRM, GSM or Exchange Teams. Maintain and manage SLA/OLA.
Information Technology and Services
11-50 employees

National Engineers PVT LTD (WATEEN TELECOM)
Network Engineer ( IPCC & IPT) 01.2007 - 07.2008
I worked as Resident Network Engineer at Warid Telcom’s Call Centre. Managing CISCO Enterprise IP Contact Centre for a Mobile operator Warid Telecom Pakistan.
Managing the operations, daily planning, engineering, design, project management and resource allocation for the enterprise\'s IPCC / VOIP network functions.
I worked as Technical Lead for the deployment of IPCC projects in UGANDA & Nigeria.
I have also deployed IPCC hosted as Technical Lead WARID TELECOM Uganda .
Telecommunications
1001-5000 employees

National Engineering O&M IPCC Engineer 01.2005 - 12.2006
I worked as Resident Network Engineer at Warid Telcom’s Call Centre. Managing CISCO Enterprise IP Contact Centre for a Mobile operator Warid Telecom Pakistan.
Managing the operations, daily planning, engineering, design, project management and resource allocation for the enterprise\'s IPCC / VOIP network functions.
I also deployed Karachi Call Center for WARID Telecom Karachi .
Staffing and Recruiting
51-200 employees

Punjab University Support Engineer 06.2004 - 12.2004
My main responsibilities include taking care of different networking related issue in different departments of Punjab University.
Education Management