NICE CXOne Studio Snippet Optimization & development

• Optimizing NICE CXOne CCaaS platform

• finetuning snippet code 

• Calling CXOne APIs from IVR scripts and develop customized value added features.

• Outbound dialler scripts optimization to map correct disposition codes, integration with CRM, integration with swagger API & troubleshootings.

• Advanced features implemention like indication action, agent screenpop, LogRecoringPro, soap, Rest API integrations.

• Deep analytics of callflows and eliminate logical & coding errors.

Serenova CXEngage CCaaS Cloud implementation

• Design, develop & Implement CXengage scripting.

• Automation scripts using REST APIs for user management automation, skill assignment automation etc.

• Call routings, business hours, queue, skill, groups mapping.

• end to end implementation and troubleshootings

• Suggest operational enhancements & Value adds for Voice routings, Queues, skills.

Postman Scripting - for Automation

• CCaaS REST APIs automation scripting ( Pre & post)

• Indepth offline testing before moving to prod.

• Automated test bed creation for enhancing the reporting, operations, Business services.

Cisco Webex CCUC implementation

Implement control hub

Implement seraviceability connector

ensure end to end security & PII compliance.

Troubleshooting proxy, DMZ & connectivity issues

Cisco TAC technical communication & follow ups.

Test all new capabilities of CCUC including web RTMT, log visualization, correalation & optimations.

implement end to end solution implementation.

AWS Amazon Connect CCaaS Design & Implementation

• Fine-tune the Amazon Connect self service IVR

• Implement an Amazon voice Bot solution to reduce call transfers to agents (General inquiry) and increase the self-serve percentage of their IVR.

• Configuration & testing of Amazon Lex Voice Bot with IVR call flow.

• Finetuning of intents, responses, and slots to ensure correct bot responses and transfer to an agent.

• Passing custom parameters and variables from the IVR script to Lex Bot, such as client ID and file reference number

• Invoking lambda functions & othet services such as SNS,

• Voice ID authentication & verification

• Cases, Tasks, Customer profiles, Salesforce CRM integrations

• Other custom configurations & testing such as DTMF pass out, background music etc. Proof of Concept implementation & demonstration to the client. Unit Testing & Go live.

Avaya Aura Communication Manager Upgrade & Optimization.

• Avaya Aura® Communication Manager upgrade from Release 8 to R10 (Avaya Aura® Communication Manager for Main, ESS and LSP solution),Deliverables include data gathering, license activation, software implementation, testing and cutover.

• Configure digital & Digital trunks media module card(s) connecting to PSTN service provider(s).

• Configure session initiation protocol (SIP) trunks to integrate CM to an Avaya Aura® environment SIP integrated applications.TDM to SIP Optimization – Migrate legacy T1 infrastructure to SIP.

• Firmware updates on gateways, cabinets including circuit packs and media modules, 
  Upgrade Avaya Aura® Session and System Manager

• Migrate SMGR from high availability to geo-redundant configuration.

• Avaya Call Management System upgrade to the latest version with historical data migration ( On VMware)

• Avaya Aura® Application Enablement Services upgrade

• Avaya Experience Portal upgrade consisting of Experience Portal Manager (EPM) & Media Processing Platform (MPP)

• Install the Avaya Orchestration Designer & development environment set-up. 

• Avaya Proactive Outreach Manager upgrade to the latest version, Upgrade POM software to the latest software release.

• Avaya Callback Assist ( CBA) upgrade & move to HA.

• Avaya Survey Assist upgrade.
  Avaya Presence Services Implementation, configuration migration and testing.

• Avaya Workspaces for Elite ( WFE) basic functionality, Breeze platforms, snap-ins and required components implementation.

• Avaya Control Manager Enterprise Edition implementation

• Avaya Aura Web Gateway for WebRTC ( AAWG) implementation for clients and applications utilising browser-based WebRTC signaling and media.