Ramprasath GKB

IT professional with extensive experience in leading Contact Center Unified IP Technologies. Possessing over 12 years of expertise in Avaya, Cisco, MS Teams integration with SBC ,Asterisk and Amazon Connect. Successfully established and maintained company Unified IP infrastructure to support VOIP technologies. Demonstrated ability to effectively manage customer, client, and partner interface roles, ensuring seamless communication and collaboration within the organization.

• Avaya Aura Communication Manager and CM Messaging (R6.x)
• Cisco Certified Network Associate (Routing & Switching)
• Cisco Certified Network Associate (Collaboration)
• Avaya Aura Communication Applications (7102)
• ITIL Foundation Certificate (ITIL-FV2)

Technical Purview 

Avaya 

• Implemented and designed various Avaya products including Communication Manager, AES, System Manager, SBC, SM, and AEP.
• Configured and troubleshooted VDN, hunt groups, trunk group configurations, signaling and DS1 boards, ARS and AAR analysis, dial plan analysis, IP network regions, and codec sets.
• Experienced in IVR services, speech analytics, call recordings, monitoring, multichannel integration (chatbots, CTI integration), call center design, and database support.
• Handled deployment and support for Avaya OneCloud and Avaya Spaces solutions.
• Integrated Avaya systems with third-party applications for enhanced customer interactions.

CISCO

• Configured, managed, and troubleshooted CUBE, CUCM clusters, UCCX, and UCCE.
• Proficient in designing and developing call scripts using Cisco Unified Contact Center Express (UCCX) Editor or Unified Contact Center Enterprise (UCCE) Script Editor to automate call routing and agent workflows
• Integrated CUCM with Cisco Unity Connection and other third-party voicemail systems.
• Troubleshooted partition and calling search spaces, route patterns, hunting, and translation profiles.
• Managed Cisco Webex Teams and Webex Calling integration with existing telephony systems.
• Implemented Cisco Contact Center solutions, including PCCE, Finesse, and Cisco SocialMiner.

MS Team Integrate with SBC

• Implemented MS Teams Direct integration with Session Border Controllers (Ribbon SBC, AudioCodes).
• Experience in setting up SIP trunks between the SBC and Microsoft Teams environment, ensuring seamless voice communication between Teams users and external PSTN networks.
• Knowledgeable in configuring codecs, media bypass, and Quality of Service (QoS) policies on the SBC to optimize voice quality and minimize latency for Teams calls..
• Configured and supported Microsoft Teams Rooms (MTR) for enhanced meeting experiences.

Amazon Connect

• Experience in deploying and managing Amazon Connect, a cloud-based contact center service from AWS.
• Proficient in configuring Amazon Connect instances, including setting up contact flows, queues, routing profiles, and integration with AWS Lambda for custom business logic.
• Ability to integrate Amazon Connect with other AWS services such as Amazon S3 for call recording storage, Amazon Lex for chatbots integration, and AWS Lambda for serverless computing needs.
• Experience in utilizing Amazon Connects real-time and historical analytics for monitoring call metrics, agent performance, and customer experience.

Routing & Switching

• Enabled Direct Routing in Teams for PSTN connectivity.
• Protocols: TCP/IP, OSPF, RIPv1, RIPv2, EIGRP.
• IP addressing, subnetting, static and dynamic routing.
• Installed and configured Cisco routers (26XX, 28XX, 29XX, 39XX) and switches.
• VLAN implementation, IOS image upgrades, and configuration backups.
• Frame relay configuration and LAN/WAN troubleshooting.
• · Implemented network security measures including ACLs and VPNs.