Telephony Engineer VoIP

Twilio

1. Delivering support and Escalations for Twilio’s VoIP product.
2. Conducting in-depth analysis of call logs to identify and
3. address the root causes of reported issues.
4. Configuring PBX and Elastic SIP Trunk setups.
5. Possessing a strong understanding of diverse networking
6. and voice-related protocols such as SIP, TCP/IP, SDP, and
7. RTP.
8. Demonstrating intermediate proficiency in REST APIs
9. technology and the capability to troubleshoot and resolve
10. issues with cloud solutions.
11. Utilizing tools like Wireshark/PCAP traces, Putty, Postman,
12. PyCharm, Twilio Studio (IVR), TwiML Bin (phone number
13. configuration), Twilio Pay connectors, and IVRs.
14. Handling a spectrum of challenges, including but not
15. limited to SIP errors, PSTN & SIP Trunking calls, number
16. blocking, audio issues, conference challenges, latency,
17. jitter, Post Dial Delay (PDD), voicemails, call recordings, call
18. forwarding, DTMF, and conference calls, among others.

Senior Engineer | Unified Communications

Aspect Software

1. Configuring Contact Center services and Interactive Voice
2. Response (IVR) systems.
3. Possessing expertise in Aspect Hosted and Cloud solutions.
4. Troubleshooting on both Windows Servers and Linux TMS
5. Servers.
6. Designing and implementing skill-based call routing
7. services.
8. Performing debugging logs on telephony services and
9. conducting thorough analyses to pinpoint the root cause of
10. issues.
11. Monitoring agent calls and dashboards, and configuring
12. SIP phones.
13. Conducting regular health checks and installing necessary
14. hotfixes as required.

IT Service Desk Analyst

Verint Systems

1. Provided comprehensive technical support to end-users,
2. addressing hardware, software, and network-related
3. issues.
4. Effectively troubleshooted and resolved IT problems
5. through various channels such as phone, email, and in-
6. person interactions, ensuring timely resolution.
7. Utilized remote desktop tools to diagnose and fix issues
8. efficiently.
9. Installed, configured, and upgraded computer hardware,
10. software, and peripherals to optimize performance and
11. functionality.
12. Assisted users with software applications, ensuring proper
13. installation and usability, while providing guidance on IT
14. policies and security practices.
15. Troubleshot network connectivity problems for both wired
16. and wireless networks, ensuring seamless operations.
17. Addressed internet connectivity, VPN, and intranet access
18. issues to maintain uninterrupted workflow.
19. Managed Active Directory, including Group Policies, to
20. maintain user accounts and access controls.
21. Established and managed email accounts and distribution
22. lists through Exchange server.
23. Proficiently handled O365 administration tasks to support
24. organizational needs.

CV Raman University

Computer applications