CUCM
Simita Das
L2 Network Voice Engineer
Hyderabad
Summary
Dynamic Specialist/L2 Voice Engineer at Deloitte with expertise in Cisco collaboration technologies and a proven track record in enhancing call quality. Skilled in client relations and mentoring, I successfully reduced onboarding time by 30% through effective training and documentation. Committed to optimizing VoIP infrastructure and ensuring seamless communication across teams. I enjoy exploring new domains and brainstorming ideas that align with my work objectives. I believe that enjoying what you do is key to maintaining high productivity and creativity.
Overview
7
7
years of professional experience
1
1
Certification
2
2
Languages
Work History
Specialist/L2 Voice Engineer
Deloitte
10.2018 - Current
Working as Teams Administrator which includes managing MS Teams setup - Direct Routing with Cisco Unified Call Manager (CUCM), Ms. Teams integration with O365.
Create Dial Plans, Voice Routing Policies, Voice Routes, Messaging Policy, Teams Policy, Meeting Policy, Calling Policy, Auto attendant through Teams Admin Center and Power Shell.
Troubleshooting and isolating Teams telephony related issues.
Day to day troubleshooting includes Teams client and server level troubleshooting Managing desk phones, call queue, Auto attendants and Teams Enterprise Voice issue.
Demonstrated expertise in CISCO collaboration technologies such as Cisco Unified Call Manager (CUCM), Cisco Unity Connection, Expressway C, Expressway E, Cisco Voice gateway and cubes.
My KRA’s also includes fault isolations, configuration assistances as well creating RMA’s if in case of any hardware failures.
Configuration assistance such as IP Phone registration, Dial-Peer configuration, Voice translation rule.
Support for cisco VOIP Infrastructure.
Monitored call quality and routing performance through the Session Border Controller (SBC) to ensure reliable and secure voice communication.
Designed and implemented the Five9 contact center setup, including IVR workflows, call routing, agent configurations, and system integrations to support seamless customer service operations.
Managed RightFax user account creation, configuration, and performed end-to-end troubleshooting of fax delivery issues, ensuring seamless and secure communication workflows.
Education
Bachelor in Computer Applications - Information Technology
MITS School of Biotechnology
Odisha, India 04.2001 -
Skills
Client relations : I have been acting as a liaison between various stakeholders and end users, regularly leading client calls developing a strong rapport with the client, thereby earning their goodwill
Quality assurance : Monitoring voice quality and system performance by conducting daily health checks and ensuring SIP trunk uptime
Team collaboration : Worked closely with voice and network teams to troubleshoot SIP issues and improve overall call quality across multiple sites
Data analysis and Team performance improvement: Performed data analysis to identify trends and insights, enabling the team to enhance efficiency and overall performance
Analytical skills : Identified the root cause of issues and collaborated with required team to streamline the process, thereby reducing work load
Coaching, mentoring and knowledge sharing : Mentored junior engineers on SIP troubleshooting, VoIP architecture, and call flow analysis, which improved L1/L2 issue resolution Provided hands-on training on CUCM, Unity, and RTMT, reducing onboarding time by 30% Created SOPs and troubleshooting guides for common voice issues, enabling team members to work independently Also coached new hires on interpreting CDRs and diagnosing call issues, minimizing escalations to senior staff
Effective communication: Effectively communicated technical issues to both technical and non-technical teams, ensuring clarity during incidents and project updates Led stand-ups, created clear documentation, and provided end-user communication during outages, reducing escalations Conducted training sessions on tools like CUCM and SIP troubleshooting to improve team knowledge and collaboration
Accomplishments
- Took initiative in handling complex issues by quickly learning and resolving critical problems, earning multiple Spot and Applause awards in recognition of outstanding performance.
- Documented and resolved Duplicate extension issue which led to removal of duplicatecalling issue.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Software
Unity
Ms Teams
Session Border Controller
WebEx Control Hub
Five9 Admin
RightFax
Certification
Microsoft Azure Fundamentals: AZ-900
Interests
Cooking
Engaging in Interactive Activities with Pets
Playing brain-training games and logic puzzles
Praying
Timeline
Microsoft Azure Fundamentals: AZ-900
04-2024
Specialist/L2 Voice Engineer
Deloitte
10.2018 - Current
Bachelor in Computer Applications - Information Technology
MITS School of Biotechnology
04.2001 -
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