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Summary

Certified Cisco Unified Contact Center Enterprise (UCCE) Architect with 17 years of experience in the Cisco industry, specializing in designing, deploying, and supporting VoIP solutions for medium to large enterprise clients. Proven expertise in implementing multiple UCCE versions, along with comprehensive integration of Cisco Unified Intelligence Center (CUIC), Cisco Unified Communications Manager (CUCM), voice gateways, and SIP trunks. In addition to voice solutions, I have a robust background in Cisco Enterprise Email and Chat applications, excelling in both collocated and distributed-server deployments, and integrating various 3rd-party chatbot applications through API/SDKs.

Work experience

20132024

Solution Architect

TTEC Digital, LLC, US

Migrated UCCE/ECE from HCS to Webex Contact Center Enterprise (WebExCCE)
● Integrated ECE with Google CCAI / ChatBot /Live agent
● Integrated UCCE /Google Dialogue VoiceBot / Live Agents
● Designed, Configured, Installed and upgrades UCCE 12.6
● Designed, Configured, Installed and upgrades ECE 12.6
● Designed Complex Email Routing solutions
● Designed Complex Chat Routing Solutions
● Designed/Configured 100s of Routing/Queueing ICM/CVP Scripts
● Trained Company Engineers / Clients
● Managed Projects Start to End
● Presented Solutions to Client
● Developed Solution Design Documents
● Designed/Configured Cisco Outbound Dialers/Campaign managements

20112013

Senior Telecom Cisco Engineer

D+H "A Financial Company", Toronto, CA

● Maintained on-site Cisco Call Center Technical Support
● Designed/Deployed Financial / Credit Card based Contact Center ICM/CVP Apps/Scripting
● Provided Technical Support Cisco Call Manager/Call Recording applications
● Installed and maintained Voic Gateways, UCCE/Call Manager Servers

20072011

Telecom Cisco Engineer

Nzone Media, Montreal, CA

● Maintained on-site Cisco Call Center Technical Support
● Maintained and upgraded ICM, Cisco Unified Communication manager, Voice Gateways, Call Recording Applications

Education

20062007

Advance Comprehensive Management Certified

McGill University

McGill University, Montreal Canada

19891993

Bachelor of Industrial Electronics

NED University Pakistan

Qualifications

Technical Expertise
Software/Applications/Designs
● Cisco unified contact center enterprise/package
● Infrastructure Design, Configuration, Scripting
● Cisco enterprise Chat and Email (ECE)
● eGain solutions (Chat / Email)
● eGain co-browsing Configuration
● Google CCAI Integration with ECE (Chat)
● Google virtual agent dialogue flow CX, UCCE voice agent Integration
● Virtual Agent Voice Bot with 3rd Party Phone System, transfer to a Live Agent (via VAPI.ai)
● Microsoft administration (office 365/exchange outlook/Teams)
● Designed and installed various WordPress Websites/Plugins/Themes
● Webex Connect Cloud Communications
● Social Media Channel Integrations
● Cisco Softphone client Jabber & CIPC
● Clinical / Pharmacy App: Accuro cloud EMR, TELUS: Kroll Pharmacy
Hardware
Hands on
● Racking and stacking Cisco UCS-C- Series Servers
● Switches: Cisco/HP1820/1920
● Sonic Walls FW: TZ320/270
● Cat 5/6 Cabling/Racking
● Cisco/3rd Party VOIP Phones Configured / Installed
● Cisco Webex Conferencing solutions

Industries I served

  • Banking / Financial Services / Government
  • Manufacturing / Retail /Airline / Travel
  • Health Care Providers / Health Insurance
  • Automotive / Equipment Rentals

Certifications

  • Certified Cisco Unified Contact Center Enterprise
  • Cisco Customer Journey Platform (CJP)
  • Cisco Enterprise Chat and Email
  • Advance Project Management
  • Cisco Collaboration SaaS
  • AI for CX Transformation
  • Genesys Cloud Associate
  • Cisco UCCE & CVP
  • Cisco CCNA/CCVP

Contact me

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