Vaibhav Dhok

• Dual role of being Technical Architect for Avaya professionals services & lead to manage the team of 40+ technical resources across ASEAN region.
• Served as a trusted advisor to senior leadership on matters related to technical strategy, resource management, process improvement opportunities.
• Fostered a culture of innovation within the team by encouraging experimentation and adoption of emerging technologies.
• Enhanced team productivity by providing technical guidance, mentoring team members, and facilitating cross-functional collaboration.
• Work with Solutions team to design & develop custom applications for various customer requirements.
• Interpret client requirements and provide solutions through a consultative approach
• Explain technical capabilities and business benefits of solutions to the customer from the engineering level to senior executives.
• Consultation & technical governance on large-scale project planning, execution and management, in tune with the core business objectives.
• Technical governance on the complex contact center solution projects.
• Anticipated implementation challenges utilizing technical abilities and proposed solutions
• Responsible for Architect and Project Delivery for Avaya Experience Platform , Oceana, Analytics, Proactive Outreach Manager, Communication Manager, Experience Portal & custom products.
• · Evaluate technology strategy, organization, business applications, and infrastructure.
• Advise on enterprise architecture landscape, including technology, information, data, security, and integration.
• Develop technology strategy and planning deliverables to address IT risks and improve the effectiveness of the IT organization, especially in business application integration.
• Produce target-state solution architecture and perform assessments and gap analysis.
• Help formulate the overall solution strategies and roadmaps

• Supporting global customers for designing & implementing Avaya & related 3rd party solutions.
• Technical Ownership of the end to end solution design for large profile customers.
• Solution Audits for Avaya Unified, Contact center & various third party applications.
• Subject matter expert for various Avaya products.
• Consulting, design, product implementation & integration experience on Avaya Contact Center space.
• Solution design, performance management, testing, implementation & integration of telecom software applications/products.
• Collaborated with sales teams to develop targeted proposals that effectively communicated the value proposition of our professional services offerings.
• Enhanced client satisfaction by delivering tailored consulting services and addressing specific needs.
• Developed customized solutions to client challenges, resulting in successful implementations and long-term relationships.

• Handling executive escalations and resolving technical issues for Fortune 500 customers for multiple Avaya products.
• Increased customer satisfaction rates through diligent collaboration with cross-functional teams on feature development and bug resolution.
• Mentored junior engineers to strengthen their technical skills and improve overall team efficiency.
• Worked on Product Trend Analysis and delivered multiple business requirement documents on product enhancements..
• Collaborated on hiring, retention and promotion of junior engineers.

• Provided Tier 3 Remote technical for multiple Avaya products like Communication Manager, Voice messaging system, System & Session Manager , Experience Portal (IVR) and Message Networking systems.
• Handling system implementation and troubleshooting.
• Integrating multiple Avaya products with Microsoft Exchange servers and IBM Lotus Domino Servers.
• Escalating product defects and working with Product house to resolve the issues
• Determined equipment failure root cause and implemented solutions.
• Mentored junior engineers, providing guidance in best practices and fostering professional growth opportunities.

I was working at Ballarpur Paper Industries as a site lead Networks engineer. My job responsibility was to troubleshoot & maintain the IP network, Novell Servers Microsoft Windows Servers, Cisco Router, Data Switches & AS 400 (IBM main frame server).