Jay Sharma

Cisco Voice Collaboration Engineer with 8+ years delivering high-availability enterprise voice solutions. Expert in CUCM, CUBE, UCCX, SIP trunking, and call routing. Proven track record in SLA compliance, root cause analysis, and mentoring engineers.

Senior Analyst - In2IT Technologies

(2023-08)

• Administer and maintain Cisco voice infrastructure (CUCM, CUBE, UCCX, SIP trunks, endpoints) ensuring high availability across enterprise environments
• Troubleshoot complex voice issues — call routing, SIP connectivity, voice quality — using CUCM logs, MIVR logs, and CUBE debugs to drive rapid resolution
• Drive change management end-to-end: risk assessment, mitigation planning, and controlled execution while consistently meeting SLA targets

Associate Network Engineer - Capgemini

(2021-08 - 2023-08)

• Supported Cisco VoIP solutions (CUCM, CUBE, UCCX) in large enterprise environments, resolving SIP and call routing issues via log and debug analysis
• Performed root cause analysis on voice system failures, delivering optimizations that improved reliability and reduced repeat incidents
• Collaborated cross-functionally with network and systems teams to ensure seamless, end-to-end communication service delivery

Associate Engineer - British Telecom

(2018-07 - 2021-08)

• Managed incident resolution and service requests with strong SLA compliance; produced monthly operational reports and handled escalation coordination
• Assisted with user profile creation, certificate validation, and log retrieval to support stable voice platform operations
• Prepared stakeholder-facing reports summarising operational trends and service performance insights

B.Tech / B.E. - Electronics and Telecommunication Engineering - BS Anangpuria Institute of Technology & Management, Delhi (2017)

12th - English

10th - English