Ravi-apr30

RAVI KANT
Mobile: +91-9899946683 / E-Mail: 4ravikant@gmail.com
PROFILE SUMMARY
Having 10+ years of experience in Design, Implementation and Operations of Voice and Contact Centre
Technologies. Strong knowledge in Unified Communication Products and Cisco HCS/IVR/DB/ICM/ UCCE/
PCCE/ CVP/ CUIC/ CUSP/ Finesse /Jabber development and deployment, including scripting, configuration
and call routing.
Capacity management and providing solutions for Contact Centre.
Handling Voice Team and customer escalation, ensuring timely project implementation .Conducting Weekly
reviews with the customer.
Also having good exposure to handle VXML IVR and DB & 3rd
party integration. Guiding team for Automation
of daily routine task and enhancing monitoring of system.
Experience in multi-site customer contact center operations environments in a consulting or large system
administration role and knowledge of best practices. Ability to work in a delivery support environment that
involves structured processes and timelines.
Responsible for self-managing assigned projects, communicating the status of the project to the customers,
management, vendors, and internal customers.
Generating project documentation and network configurations, including detailed test plans for the highly
complex networks.
CORE COMPETENCIES
Technical Analysis Systems Integration
Project Management Operations Managements
Implementation & Deployment Technical Support
Trouble shooting IT strategy Development Training & development
Team Building Leadership
KNOWLEDGE PURVIEW
• Over 9+ years of experience in Implementation, Deployment and Design of Contact Centre.
• Handling Operation for Telecom at Onsite
• Strong knowledge in Cisco IVR/ ICM/ UCCE / Gateways / CVP /CUIC/ Finesse /PCCE /Jabber including
scripting, configuration and call routing, ICM DB mgmt.
• Installation of ICM for multi customer.
• Implemented Post call survey ,Agent Greeting and Call Back feature of UCCE.
• Up gradation of ICM version (Major/Minor)Both.
• Manager the DB of logger/HDS and AWDB.
• Development of CISCO IVR and integration with 3rd
party .
• Installation and troubleshooting of CISCO CVP .
• Installation and troubleshooting of CUIC.
• CUIC report configuration and automation .
• Gateways IOS installation and up-gradation.
• Experience in multi-site customer contact centre operations environments in a consulting or large
system administration role and knowledge of best practices.
• Ability to work in a delivery support environment that involves structured processes and timelines.
• Responsible for self-managing assigned projects, communicating the status of the project to the
customers, management, vendors, and internal customers.
• Generating project documentation and network configurations, including detailed test plans for the
highly complex networks.
• Skilled for working on multi-platform environments.

• Strong communication, interpersonal & analytical skills with proficiency in grasping new concepts quickly
and utilizing the same in a productive manner.
• Application Servers – Tomcat & WebSphere.
• Database – MS SQL, Oracle, MySQL.
• Exposure on UNIX systems (Sun Solaris) Environment.
• IVRS Application Development Tools viz. Nortel Periphonics,
• Troubleshooting Nortel Networks MPS 1000/500 Series for IVR Maintenance & Java / .Net Applications.
• SS7 Technology & Integration of MPS 1000 with SS7 in Airtel – India.
• Troubleshooting/Development of java & .NET based applications.
• Nortel-IVRS MPS-500/1000 Installation, configured & Integration on Solaris Platform.
• Integration of Nortel MPS-1000 with SQL Server & Oracle Data base.
Onsite Experience
Location: Myanmar
Duration: 10 month
Product: CISCO PCCE, CVP, Finesse, IVR
Role: Working as a Technical Lead and Operation Manager to handle contact centre. Handling customer
escalation and Team Management. Also ensuring proper timeline for delivering new projects . Providing
Solutions, Capacity Management for PCCE support
ORGANIZATIONAL EXPERIENCE
Jan’16 till date with British Telecom as Senior Consultant
Responsibilities:
• Designing of CISCO Contact Centre on HCS as per customer requirement.
• Guiding implementation team.
• Preparing HLD /LLD
• Capacity management.
• Closely working with Pre sales Team.
• Providing solution to customer for any new requirement.
Feb’07- Jan’16 with Wipro technology, Gurgaon as Consultant
Growth Path:
Feb 08 Contract to core employee
Oct 2010 Promoted as a senior engineer
Dec 2011 Promoted as a Technical Specialist
Dec 2015 Promoted as a Lead Consultant
Responsibilities:
• Deployed solutions related to IVR, TPIN, CRM portal, Payment Gateways & outbound solutions.
• Installation and up gradation of CISCO ICM components
• Completed the re-architecture of existing setup.
• Managing the design, code review & project documentation review.
• Taking Knowledge Transfer sessions to Graduate Engineer Trainees & Internal Team.
• Managing operation of CCT from Technical and people manager prospective.
• Taking care of project starting from Project Charter, SOW, CR, HLD, LLD, Project Plan, and Project
Closure and maintaining all the documents.
Nov’05 – Feb’07 with Caliber Infotech as Assistant Developer
Responsibilities:
• Website development on dot net technology
• Testing and maintenance of website
• Documentation.
EDUCATION

• MCA from MD University.
• BCA from MCRP university
CERTIFICATIONS
• Nortel Certified Support Specialist – MPS Rls. 3.0 Application Developer, Hardware, O&M
TRAININGS ATTENDED
• Organization WIPRO
Duration Two weeks
Topic Covered Cisco IPCC boot camp program
• Organization WIPRO
Duration 5 days
Topic covered Peripro 3.0 for application development.
.
PERSONAL DETAILS
Date of Birth: 13th OCT 1984
Address Flat no-10,B11&12,3RD
FLOOR ,PANDAV NAGAR, DELHI
Languages Known: English, Hindi & Punjabi
ANNEXURE
VERTICAL: Telecommunications
Project Name: Telenor for Myanmar
Client: Telenor
Duration: 9 Months
Role: Tech Lead
Environment: CISCO PCCE,CVP
Responsibilities:
• Solution and capacity management
• Follow-ups with client & vendor.
• IVR implementation and 3rd
party integration
• Automation of report and monitoring through CUIC.
• Post call survey, Agent greeting and call back feature implementation
• Implementing new call centre setup
• End to End project delivery
Project Name: Aircel Data Centre Migration Project
Client: Aircel
Duration: 5 Months
Role: Tech Lead
Environment: CISCO UCCE,Dot net ,Java,Oracle,MSSQL
Responsibilities:
• Prepare the Plan to migrate the DC to another DC
• Updating project dashboard & tracker and circulating to the stakeholders.
• Regress follow-ups with end to end team from client side or vendor side.
• Understanding the scope for the DC Migration
o Co-ordinating with client, team and different vendors involved in DC Migration.
o Handling various issues to meet the time line.
o Co-ordinating with MSC for respective region to migrate E1 signalling.
o Checking and verifying activity for E1s, Cabling, Labelling, Signalling, Rack Space availability.
o Planning/scheduling for the hardware inventory. Floor planning for racks/hardware, Staging area
planning and pipeline the hardware based on requirement.
o Tracking for the project progress reports and maintaining.
o Handing over activity with project sign off.
o Conducting project status meetings and providing update to stake holders.

Project Name: CISCO ICM UP-gradation
Client: Aircel
Duration: 2month
Role: Tech Lead
Environment: CISCO UCCE,
Responsibilities:
• Prepare the Plan to up-grade the ICM component.
• Prepare the risk plan and mitigation
• Regress follow-ups with end to end team from client side or vendor side.
Project Name: Aircel Firewall Implementaion
Client: Aircel
Duration: 5 Months
Role: Tech Lead
Environment: CISCO UCCE
Responsibilities:
• Prepare the Plan to introduce firewall in existing setup.
• Prepare the list to open the port at Firewall.
• Co-ordinate with security team for the security exception for some ports.
• Proper co-ordination with network team and CCT team
• Regress follow-ups with end to end team from client side or vendor side. Involved from Bharti, Avaya, IBM
Project Name: CUPS up-gradation
Client: Aircel
Duration: 1 Months
Role: Tech Lead
Environment: CISCO UCCE
Responsibilities:
• Prepare the Plan to upgrade the CUPS without taking any downtime.
• Prepare the plan to bypass the cups so that no impact on calls while upgrading the setup.
• Done the Compatibility check.
Project Aircel Cellular
Client Aircel
Description IVR Development for SMS delivery
Environment Call Studio,java,Oracle,Sql
Position Technical Specialist
Contribution Application design and development
Description : Aircel Application is a DTMF enabled IVR application for a Telecom, which allows the caller various core
telecom functionalities such as Balance Info, Offers and schemes, value adds etc. It includes integration with third party
system for online call charging, and activation/deactivation of various value added services
Features of VXML Application:-
• Integrated application with the SMSC to send the SMS to customer
• Provide the real time balance of customer with the help of IN Integration with MSC
• On Call Charging is based application to deduct the charges from Customer account
• Provide the IVR based upon the customer category with the help of their user defined Segment.
Integration/Technology details:
• Integration with SMSC to send the sms
• Call Studio and SQL DB
• Integration with DB to check the customer segment with the help of Procedure
Project Aircel Cellular
Client Aircel
Description IVR call charging
Environment Call Studio,java,Oracle,Sql
Position Technical Specialist
Contribution Application design and development

• Check the balance and validity and if the customer having sufficient balance then allow the customer to take agent
transfer else drop the call with proper announcement.
• Provide the IVR based upon the customer category with the help of their user defined Segment
• Integration with IN MSC server
• Integration with SDP server to deduct the online charges from customer account
Project Name Aircel IVR Call Flow, Custom applications,Value added services
activation/Deactivation
Client: Aircel
Role: Technical Specialist
Environment: Call Studio, Java, Oracle,SQL , ICM 8.5.4
Responsibilities:
Description: Aircel Application is a DTMF enabled IVR application for a Telecom, which allows the caller to get the
activation and deactivation of3G services and value added services with the help of 3rd
party webserver integration .
• Activation and Deactivation of value added services
• Activation of 3G services
• DB integration to validate the customer.
• Integration with IN MSC server
• Integration with 3rd
party Webserver to activate and deactivate the services.
Project Bharti Cellular
Client Bharti
Description IVR Development
• Bharti Airtel Application is a DTMF enabled IVR application for a Telecom company, which allows the caller various
core telecom functionalities such as Balance Info, Offers and schemes, value adds etc. It includes integration with
third party system for online call charging, and activation/deactivation of various value added services
Features of Nortel Application:
• Provide the real time balance of customer with the help of IN Integration with MSC
• Provide the IVR based upon the customer category with the help of their user defined Segment.
• Integration with MSC for online call charging by segregating the charging DNIS .
• Integration with JSB to check the customer segment with the help of Procedure
• Integration with Oracle with the help of PeriQ.
Project edudel.nic.in
Client Delhi Education Department
Description Website Development
Delhi Education department required a online system for Students attendance, Staff payroll, leave & Transfer system.
Also release notification and result of students, all these thing should be available through website to make the work
transparent and faster.
• Dot Net using C#
• SQL DB 2000

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