09/02/2026 updated
UM
100 % available
Telecom & Cloud Unified Communications Leader | VoIP & Contact Center SME | AWS Solutions Architect
Hyderabad, India
Worldwide
Bachelor of Technology (B.Tech)About me
Accomplished Telecom &Unified communications Leader with 16+ years of expertise as voip and contact center SME.Proven track record leading high stakes cloud migrations(Five9,Nice Cxone,Amazon connect),MS Teams Direct routing (Audiocodes SBC),and complex international number porting .
Amazon Elastic Compute CloudCisco Unified Communications ManagerCisco PIXCloud ComputingCloud EngineeringComputer Telephony IntegrationIBM Cloud ComputingTelecom InfrastructureContact Center ManagementTelephone Switchboard OperationCloud Platform SystemCisco VoipCloud ConnectCloud TechnologiesAWS VPC
Cloud Contact Center Platforms
Expertise in architecting and managing cloud contact center solutions including Amazon Connect, Five9 (Complex Scripting), NICE inContact/CXone, and Talkdesk. Proven track record of orchestrating end-to-end migrations from legacy setups to modern cloud contact center environments.
Conversational AI & Integration
Deep knowledge in building AI-driven self-service engines using AWS Lex V2, AWS Lambda, Node.js, Python, Amazon Pinpoint, Amazon Chime SDK, and Contact Lens. Successful deployment of automated omnichannel conversational bots reducing live-agent queues significantly.
Voice Networking & Infrastructure
Strong background in voice networking using Microsoft Teams Direct Routing, AudioCodes SBC, SIP Trunks/TLS, and Poly Lens. Experience deploying multi-region voice infrastructure and managing bulk device registrations for enterprise environments.
AI Cognitive Services
Hands-on experience with AWS Transcribe for auto-transcription and AWS Comprehend for sentiment analysis, enabling intent modeling and agent assistance in contact center workflows.
Legacy Telephony & Hardware
Extensive experience with Avaya Session Manager/CM, Cisco CUCM, Verint Recording, and Oracle SBCs. Background in designing complex call flow scripts, IVR logical trees, and global numbering matrices.
Network & Cloud Architecture
Proficiency in SD-WAN (Cato), MPLS Migration, Azure, Active Directory (Entra ID), and VMware. Experience leading zero-incident global network rollouts and SD-WAN transitions.
Serverless Backend Development
Authoring scalable Node.js and Python AWS Lambda microservices to connect contact centers with CRMs, achieving significant reductions in look-up data latency.
Security & Identity Management
Experience replacing Okta with Azure Entra ID for SAML SSO logins and configuring Exchange Web Services with OAuth authentication for secure email routing in cloud platforms.
Compliance & Regulatory Management
Knowledge of compliance recording analysis for EMEA regions in accordance with PCI-DSS, HIPAA, TRAI, and GDPR regulations, ensuring regulatory adherence in enterprise telephony environments.
Expertise in architecting and managing cloud contact center solutions including Amazon Connect, Five9 (Complex Scripting), NICE inContact/CXone, and Talkdesk. Proven track record of orchestrating end-to-end migrations from legacy setups to modern cloud contact center environments.
Conversational AI & Integration
Deep knowledge in building AI-driven self-service engines using AWS Lex V2, AWS Lambda, Node.js, Python, Amazon Pinpoint, Amazon Chime SDK, and Contact Lens. Successful deployment of automated omnichannel conversational bots reducing live-agent queues significantly.
Voice Networking & Infrastructure
Strong background in voice networking using Microsoft Teams Direct Routing, AudioCodes SBC, SIP Trunks/TLS, and Poly Lens. Experience deploying multi-region voice infrastructure and managing bulk device registrations for enterprise environments.
AI Cognitive Services
Hands-on experience with AWS Transcribe for auto-transcription and AWS Comprehend for sentiment analysis, enabling intent modeling and agent assistance in contact center workflows.
Legacy Telephony & Hardware
Extensive experience with Avaya Session Manager/CM, Cisco CUCM, Verint Recording, and Oracle SBCs. Background in designing complex call flow scripts, IVR logical trees, and global numbering matrices.
Network & Cloud Architecture
Proficiency in SD-WAN (Cato), MPLS Migration, Azure, Active Directory (Entra ID), and VMware. Experience leading zero-incident global network rollouts and SD-WAN transitions.
Serverless Backend Development
Authoring scalable Node.js and Python AWS Lambda microservices to connect contact centers with CRMs, achieving significant reductions in look-up data latency.
Security & Identity Management
Experience replacing Okta with Azure Entra ID for SAML SSO logins and configuring Exchange Web Services with OAuth authentication for secure email routing in cloud platforms.
Compliance & Regulatory Management
Knowledge of compliance recording analysis for EMEA regions in accordance with PCI-DSS, HIPAA, TRAI, and GDPR regulations, ensuring regulatory adherence in enterprise telephony environments.
Experience
Professional experience5 - 10 years
Freelancer since2021
Languages
EnglishNative speaker
Project history
Directing global telephony and cloud contact center initiatives. Spearheading corporate migrations from Verizon inContact and legacy setups to Amazon Connect and Five9. Architecting intelligent IVR data layouts using AWS Lex and AWS Lambda (Node.js). Integrating AWS Transcribe and AWS Comprehend for intent modeling, agent assistance, and sentiment tracking. Deploying Amazon Pinpoint for transactional outbound SMS/Email alerts and Amazon Chime SDK for video and voice collaboration. Replacing Okta with Azure Entra ID for SAML SSO and deploying Microsoft Teams Direct Routing via AudioCodes SBCs.
Designed highly complex call flow scripts, IVR logical trees, and global numbering matrices utilizing Avaya Session Manager and Cisco CUCM systems. Handled operational continuity for critical contact center configurations utilizing Verint and NICE systems. Performed compliance recording analysis for EMEA region in accordance with PCI-DSS and HIPAA regulations.
Built and managed high-concurrency SIP trunks routing from cloud environments (NICE inContact, Five9) through Oracle SBCs across redundant MPLS lines. Managed complete migrations from legacy Avaya/Cisco infrastructures to Microsoft Teams. Configured TLS certificates, FQDN mapping, and handled complex international number ports with high regulatory compliance (TRAI, GDPR). Provided Tier-3 technical leadership for global centralized routing architectures, cutting telecommunication costs while ensuring 99.99% system availability.