Sarang Agrawal

Unified Communications Engineer with 12+ years delivering enterprise voice and collaboration solutions across global, multi-site environments. Specialist in Microsoft Teams Phone (Direct Routing, Operator Connect, Calling Plans) with deep prior expertise in Cisco CUCM. Currently leading solution design, engineering proof-of-concepts, and enterprise-wide rollouts of cloud voice at Koch, where I have helped migrate ~500 sites from Cisco to Microsoft Teams — saving the organization approximately $4M.

Strong focus on AI-driven automation, including a Copilot-based Cloud Voice Directory agent that materially cut L1 ticket volume. Adept at leading escalations, owning compliance (Kari's Law, RAY BAUM's Act, OSP/Non-OSP India), and mentoring engineering teams.

Senior Cloud Voice Engineer at Koch Global Solutions India (2019-11 – Present)

Global UC engineering team supporting Microsoft Teams Voice and cloud telephony across Koch's worldwide enterprise footprint.

• Co-led enterprise migration of ~500 global sites from legacy Cisco voice to Microsoft Teams Enterprise Voice, delivering approximately $4M in cost savings through reduced PBX footprint, carrier consolidation, and licensing optimization.
• Own end-to-end solution delivery — solution design (HLD/LLD), engineering proof-of-concepts, and enterprise-wide rollout — for new Microsoft Teams Voice features and integrations across Koch's global footprint.
• Designed and built a Copilot-based "Cloud Voice Directory" agent that handles common user and support queries in natural language, materially reducing Level-1 ticket volume and freeing senior engineers from repetitive work.
• Drove AI-assisted automation across voice operations (user provisioning, policy assignment, number management, reporting, diagnostics), significantly cutting manual engineering effort and onboarding time.
• Led enterprise configuration of Microsoft Teams Phone and AT&T-hosted cloud voice data centers, serving as the senior technical escalation point for the global UC platform.
• Deployed and integrated AudioCodes SBCs for Direct Routing — redundant SIP trunks, codec tuning, and survivability — improving call quality and reducing SBC-related call failures.
• Integrated 1,000+ devices (Yealink T-series / MP-series, analog endpoints, paging systems) with Microsoft Teams via SIP Gateway, Direct Routing, and AudioCodes Media Packs, replacing end-of-life analog infrastructure.
• Owned E911 / emergency calling compliance across sites, aligning with Kari's Law, RAY BAUM's Act, and OSP / Non-OSP telecom regulations in India.
• Built PowerShell automation for Teams Voice lifecycle tasks (provisioning, policy assignment, number management, dial plan updates), cutting repetitive manual work and accelerating onboarding.
• Designed and configured dial plans, voice routes, voice routing policies, PSTN usages, call queues, and auto attendants to support complex global call flows.
• Reduced incident volume through proactive monitoring with Power BI Call Quality Dashboard, identifying QoS hotspots and partnering with Network and O365 teams on remediation.
• Managed Microsoft voice licensing (Teams Phone Standard, Calling Plan, Operator Connect add-ons) across the enterprise, optimizing assignment and surfacing cost-saving opportunities.
• Mentored and cross-trained peer engineers on Teams Voice, PSTN, audio conferencing, and PowerShell, raising team capability and reducing single-points-of-failure on critical skills.
• Represented the UC team in the Microsoft Teams beta program, providing product feedback and piloting new calling features ahead of GA.

Associate Consultant at Atos IT Services Pvt. Ltd. (2016-09 – 2019-11)

Operational support of Unified Communications infrastructure for Ashland and Valvoline, covering 76+ offices and stores across EMEA and the US.

• Delivered L2/L3 support for a global Cisco UC estate (CUCM 8.x/10.5/11.5, Unity Connection, Jabber, Presence, CUBE, VG224), meeting SLA targets across all priority tiers.
• Configured and troubleshot Cisco voice gateways (3900/2900/3800/2800) on H.323, SIP, and MGCP; resolved ISDN PRI (E1/T1 CAS/CCS) and FXS/FXO issues to restore service at remote sites.
• Implemented SRST on branch voice gateways to provide call-continuity for registered IP phones during WAN outages, improving resilience across distributed sites.
• Executed office build-outs, relocations, and DID porting projects end-to-end, coordinating with carriers and ensuring zero-downtime cutovers.
• Managed dial-plan architecture across the CUCM cluster — calling search spaces, partitions, device mobility, extension mobility, hunt groups, and pickup groups.
• Used BAT (Bulk Admin Tool) to provision and manage thousands of phones/users at scale, and monitored cluster health through RTMT.
• Performed firmware upgrades on fleet endpoints and coordinated with carriers for service-provider-related escalations.

Senior System Engineer at Cognizant Technology Solutions (2014-02 – 2016-09)

VoIP operations support for Allegis Group (Hanover, USA), covering DC, DR, and 400+ remote offices across the US and Canada.

• Resolved incident and service-request tickets on the customer's Cisco VoIP network within defined SLAs, maintaining high availability for a mission-critical staffing-services business.
• Partnered with Cisco TAC on complex voice escalations, accelerating root-cause analysis on call-routing, registration, and gateway issues.
• Built foundational expertise in CUCM administration, endpoint management, and carrier coordination that underpinned subsequent senior UC roles.

B.E. in Electronics Engineering – Priyadarshini College of Engineering, Nagpur University (2009 – 2013)