Sayooj Krishna

Senior Unified Communications and VoIP Engineer with 9+ years of experience across Cisco Collaboration, Microsoft Teams Voice, Anywhere365, Five9 Contact Center, and enterprise telecom operations. Expertise in incident management, telecom asset lifecycle management, licensing, vendor governance, voice migrations, and business-critical communications.

Senior Unified Communications Engineer at Tech Mahindra Ltd (2023-06 – Present)

• Administer and support CUCM, Cisco Unity Connection, Jabber, and enterprise voice infrastructure.
• Administer Cisco Webex Control Hub including lifecycle management, licensing, and onboarding.
• Support Anywhere365 Contact Center integrated with Microsoft Teams.
• Provide operational support for Five9 Contact Center environments.
• Manage SIP trunks, gateways, dial plans, route patterns, route groups, and partitions.
• Lead troubleshooting and root cause analysis for voice, voicemail, paging, and collaboration incidents.
• Coordinate with Cisco TAC, Microsoft, and telecom vendors.
• Manage telecom asset lifecycle, audits, and license optimization.
• Review telecom invoices and perform billing validation.
• Support upgrades, maintenance windows, and change implementation.

Senior Specialist at HCL Technologies (2021-06 – 2023-06)

• Supported Cisco Unified Communications Manager, Unity Connection, UCCX, and Cisco Jabber platforms.
• Managed SRST deployments and voice gateway troubleshooting.
• Configured route patterns, route groups, partitions, and Calling Search Spaces.
• Executed MACD activities using BAT for global users.
• Performed firmware upgrades, patching, and preventive maintenance activities.
• Monitored collaboration platforms using RTMT and diagnostic tools.
• Led incident resolution and root cause analysis for voice and collaboration services.
• Supported voice migration initiatives and coordinated with infrastructure, network, and security teams.

Voice Network Engineer at DCM Infotech Ltd (2019-12 – 2021-06)

• Supported Cisco voice infrastructure and enterprise telephony operations.
• Managed PRI circuits, SIP connectivity, and telecom provider escalations.
• Supported voicemail services and Cisco Jabber users.
• Assisted with dial plan administration and call routing configurations.
• Configured extensions, hunt groups, partitions, and Calling Search Spaces.
• Troubleshot call quality issues, registration failures, and gateway connectivity incidents.
• Coordinated with telecom service providers to resolve critical voice outages and service disruptions.

VoIP Engineer at Onix Media Studio LLP (2016-09 – 2019-11)

• Administered Cisco Unified Communications Manager environments and enterprise voice services.
• Managed dial plans, route patterns, route groups, partitions, and Calling Search Spaces.
• Supported Cisco Unity Connection administration and voicemail services.
• Performed SIP and H.323 troubleshooting for enterprise voice environments.
• Provisioned users, devices, extensions, and telephony services.
• Assisted with PSTN integration and voice gateway troubleshooting.
• Supported incident, request, and change management processes while maintaining technical documentation.

MBA – Mangalore University

BCA – Annamalai University