Aarthi Be

Technical Support Engineer - Accenture

(2022-01)

Project: Jabil Zoom Voice Support

Administered Zoom platform including user provisioning and enterprise voice support.
Provisioned Zoom Phone numbers, extensions, voicemail, and calling services for 5,000+ enterprise users.
Designed and configured Zoom Phone sites globally with location-based routing and E911 configurations.
Implemented Zoom Phone solutions integrated with BYOC SIP trunks and PSTN connectivity.
Configured and supported Auto Attendants, Call Queues, IVR workflows, and enterprise call routing solutions.
Collaborated with Zoom TAC and service providers to troubleshoot QoS, SIP signaling, and call routing issues.
Performed troubleshooting for Zoom Phone and Zoom Rooms environments including SIP and RTP analysis.
Worked on SBC-related troubleshooting, SIP trunk connectivity, and enterprise VoIP support activities.
Coordinated with cross-functional infrastructure teams for incident resolution and operational support.
Maintained SLA compliance through ITIL-based incident, problem, and change management processes.

Technical Support Engineer - Accenture

(2025-09)

Project: Adura Voice Infrastructure Support

Supporting Avaya IP Office telephony infrastructure across offshore and mobile drilling locations.
Working on SIP trunk and SCN connectivity between Avaya IPO and Cisco CUCM environments.
Monitoring primary and secondary IPO resiliency setup and SIP line status.
Assisting in troubleshooting call routing, voice quality, registration, and connectivity issues.
Supporting analogue and IP phone environments across multiple remote sites.
Performing user administration activities including extension management and MACD operations.
Monitoring IPO services, backups, licenses, and system health through IPO Manager tools.
Coordinating with vendor teams for troubleshooting and environment support.
Supporting Microsoft Teams Direct Routing integrated voice setup.
Participating in KT sessions, architecture walkthroughs, and operational support activities.

Analyst Voice / Unified Communications - HCL Technologies

(2019-01 - 2021-12)

Supported 150,000+ IP phones by managing Cisco CUCM and Unified Communications infrastructure.
Performed SIP troubleshooting and call flow analysis for enterprise voice environments.
Configured SIP trunking, PSTN integration, dial plans, and call routing services.
Supported Cisco Unity voicemail systems and user administration activities.
Troubleshot issues related to SIP, H.323, MGCP, and SCCP protocols.
Managed voice incidents related to call quality, routing, registration, and connectivity.
Configured Hunt Pilots, Hunt Groups, Call Pickup Groups, Device Profiles, and User Profiles.
Managed incidents, problem records, and change requests using ITIL framework.

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