Technical Solution Manager-Contact Center Resume Example

Worked as Test lead for Cisco Systems Hosted Collaboration Solutions (HCS) for contact center project in Bangalore. HCS is the project which delivers a platform that allows managed service providers (MSP) to deliver both hosted & managed UC along with differentiated services tailored for a wide variety of unique business models.I was part of Core HCS team that integrates HCS-CC solution with Aggregation layer (CUBE-SP and PGW) and also with Third party Service provisioning product CCDM and test the entire solution model. My key responsibilities were Planning, Estimation, and designing and testing new feature and various deployments of HCS-CC. Testing Cisco CVP Comprehensive call flow model, HCS-CC Deployment model architecture design, implementation and testing. Automation testing of solution.500,1000, 4000 agents qualification testing for HCS-CC solution .Qualification of ASA Firewall in HCS-CC solution. Designing and testing CUBE-SP for HCS-CC Small contact center model Cisco UCS, Nexus configuration for the deployment.

Contact center product Knowledge on

• Cisco Unified Contact Center Enterprise
• Cisco Unified Contact Center Express
• Cisco Unified Customer Voice Portal
• Cisco Unified Call Manager
• Cisco Unified Contact Center Domain Manager
• Cisco Media Sense
• Cisco Remote Silent Monitoring
• Cisco Gateways
• Cisco Unified Border Element-Enterprise
• Cisco Unified Border Element-Service Provider
• Cisco B & C series blades, Cisco UCS
• Cisco ASA Firewall

Have a good understanding on following contact center deployment models

• Cisco Packaged Contact Center Enterprise
• Cisco HCS for Contact Center (HCS-CC) -500, 100,4000 Agent Deployment's
• HCS-CC Small Contact Center Deployment

I have worked on two Datacom projects during my tenure here.

• First project was Symantec Gateway security- which is a multi-function firewall appliance that integrates full packet inspection firewall technology with intrusion prevention intelligence at the gateway between Internet and corporate network or between network segments. It incorporates an industry-tested firewall, virtual private networking, NAT, content filtering, antivirus, and IDS/IPS, all easily configurable through a GUI.I have tested the functionalities like Authentication, Live Update, VPN, NAT, PPTP and Routing.

Responsibilities

• Prepared Test Plan, Test Requirements, Test case creation
• Implementation of Test beds, Execution of Test cases. Reporting and logging bug,
• Bug verification, Updating test execution status etc

Second project was Pirelli Software Stack -project to develop the OS for residential gateways.This gateway is a multi function appliance that incorporates technologies including DLNA, UPnP, OSGi, ALG, Security, VoIP, and VPN. My testing responsibilities covered the functionalities VPN, Security, VOIP, and ALG.

• Involved in the test plan preparation,Test case and test data preparation, Identifying the test topologies for the VPN.
• Identifying the test tools to be used, setting up test bed.
• Execution of test cases, logging defects, bug verification etc.

Voip Gateway Solution VoIP Gateway is a multi-feature integrated system which supports VoIP call routing as well as switching with inbuilt billing functionality.I have worked on VoIP technical support team for providing assistance for Datasoft Networks global customers for VoIP products such as CISCO AS series voice gateways, SYSMASTER VoIP Gateways, Nextone & VOICE MASTER soft switches.

Responsibilities were

• Implementation and Configuration support for Gateways, Gatekeeper (Voice Master) and other solution products
• Testing VoIP routes for SIP,H323 calls and voice quality related issues.
• Troubleshooting customer VoIP issues and providing solution