Lead Consultant – Avaya / Nice recording systems
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Effective communication, analytical, and critical thinking skills. Currently worked as Lead Consultant in Wipro. I engage directly with clients to understand their business requirements and deliver precise, optimized, and scalable solutions. I regularly translate complex technical concepts into clear, actionable recommendations, ensuring smooth communication between technical teams and business stakeholders.
Experience in Avaya VoIP and Contact Centre environments / Nice recording systems. I have almost 12 years of experience in VoIP, IP Telephony, Nice Recording systems. Knowledge of telecommunication alternatives and industry trends with on premise telephony.
Lead Consultant – Avaya / Nice recording systems - Wipro Technologies - Remote / Pune, India
(2018-04 - 2025-09)
Provided L2 support for NICE Recording Systems, ensuring uninterrupted call recording services across contact center environments. Performed health checks and proactive monitoring of NICE recording servers, services, and integrations. Worked closely with application, network, and server teams to resolve recording system outages and performance issues. Assisted in system upgrades, patch validations, configuration changes, and post-change monitoring for NICE recording environments.
Telephony architecture & drawings of call flow design. Support activities which include coordinating with various teams & management.
Technical Support Lead – Avaya Technology / Nice recording systems - I2nexus - Remote / Bangalore, India
(2016-08 - 2017-05)
Supported NICE call recording platform for troubleshooting missing recordings, playback issues, and user access concerns. Performed configuration and administration of Avaya Communication Manager, CMS, and AES. Handled user provisioning, extension management, and call routing setup.
Troubleshot telephony issues including SIP signaling, trunk failures, and agent login problems. Coordinated with network teams for resolving connectivity and QoS issues. Maintained documentation for system changes, configurations, and incident resolutions.
Senior Administrator – Avaya Telephony / Nice recording systems - Team ware Solutions - Remote / Bangalore, India
(2015-03 - 2016-05)
Performed user administration, recording search, access management, and retrieval of historical recordings for business users. Monitored NICE recording servers, services, storage utilization, and system health, ensuring minimal downtime.
VoIP deployments and troubleshooting across multiple sites. Monitored system health and generated reports for capacity planning. Assisted in migration projects and upgrades of Avaya systems. Delivered user training and provided technical guidance to junior team members.
Technical Support – Avaya Telephony / Nice recording systems - It source PVT LTD - Mumbai, India
(2010-12 - 2012-07)
Provided day-to-day support for Avaya PBX and VoIP systems. Resolved incidents related to call drops, agent login failures, and voice quality issues. Configured extensions, hunt groups, and call routing parameters. Worked on PRI line troubleshooting and coordination with telecom vendors. Provided support for NICE Recording Systems to ensure successful call recording operations in contact center environments.
Senior Administrator – Avaya Telephony - Spanco PVT LTD - Mumbai, India
(2008-05 - 2008-11)
Managed Avaya CM and CMS for contact center operations. Performed routine maintenance and health checks on telephony systems. Assisted in implementing new call flows and IVR changes. Supported end users with telephony-related issues and escalated complex cases. Cisco Contact Center: Exposure to Cisco IP telephony environment for basic monitoring and support.
Trainee Engineer – Nortel Passport - 3D Networks - Mumbai, India
(2006-02 - 2008-02)
Assisted in installation and configuration of Nortel Passport switches. Learned fundamentals of networking protocols and telephony systems. Supported senior engineers in troubleshooting and maintenance activities. Documented network diagrams and configuration details.
B.E - Electronics & Telecommunication - Terna Engineering College, Nerul, Navi Mumbai (2004)
