Arvind Kumar Jaiswal
Florida
Summary
Contact Center Engineer with over 6 years of experience in designing and implementing enterprise telephony and collaboration systems. Expertise in Zoom Cloud Telephony, Cisco UCCE, UCCX, CUCM, CUIC, CUC, Calabrio One, and eFax. Proven ability to deliver scalable solutions that enhance voice communication efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Infra Manage Service Analyst
Accenture Solution Pvt. Ltd.
03.2025 - Current
- Maintained UCCX call flows with Cisco Unified CCX Editor to enhance functionality.
- Configured agent and supervisor desktops using Cisco Finesse for optimal performance.
- Participated in daily support tasks, addressing level 1 and 2 ticket resolutions.
- Managed CSQs and Resource Groups to streamline inbound call routing processes.
- Performed basic troubleshooting of UCCX components, focusing on CUCM integrations.
- Leveraged Calabrio One for quality assurance through recording agent-customer interactions.
- Executed user provisioning in CUCM, including extension mobility setup and device profiles.
- Oversaw Calabrio ONE user account management, supporting contact center operations.
App/Cloud Support Analyst
Accenture Solution Pvt. Ltd.
08.2021 - 02.2025
- Designed and administered IVR systems in Zoom Phone, configuring Auto Receptionists, Call Queues, and Zoom Rooms for efficient call routing.
- Executed comprehensive migration of telephony components from Cisco CUCM to Zoom Cloud Telephony, including number porting and post-migration validation.
- Renewed and deployed CUCM certificates, managing Geo-Trust SSL certificate renewal on Zoom SBC.
- Managed Polycom and Yealink IP phones, assigning devices to users and troubleshooting registration issues.
- Created end-user accounts and administered eFax system for secure electronic fax communication.
- Configured BT IVR call routing logic with language-specific prompts for enhanced customer experience across multiple countries.
- Monitored call quality using Spearline, executing campaigns to test connectivity, IVR functionality, and audio quality.
- Oversaw end-to-end DID porting process from carriers to Zoom native telephony, ensuring uninterrupted voice services.
Cisco Voice Engineer
Servion Global Solutions
06.2019 - 08.2021
- Provided L1 application support for CCMP, CUIC, and Cisco IPT, executing user management tasks such as ID creation, unlocks, and password resets in CCMP.
- Conducted troubleshooting for issues like auto logouts, voice quality problems, and call routing failures.
- Analyzed logs from Cisco Call Manager to assist in diagnosing technical issues.
- Managed extension mapping and resets within CUCM to ensure accurate call routing.
- Performed regular backups and restorations of CUCM configuration databases and Call Detail Records (CDR) to maintain system integrity.
- Responded to problem notifications and created incident records using an incident management tool for issue tracking.
- Debugged configurations including agent creation, skill groups, and routing scripts within Cisco ICM.
- Monitored Peripheral Gateway (PGW) performance and conducted failover testing to ensure reliability.
Education
BE. - Electronics and Communication
SDMCET
DharwadSkills
- Cisco UCCX and CUCM
- Cisco Finesse
- Zoom Cloud Telephone
- San Software Cloud telephone
- Cisco Unity Connection
- Polycom phone systems
- Voice gateway management
- Cisco UCCE
- Call manager portal (CCMP)
- Script editing and development
- BT IVR solutions
- SIP and RTP protocols
- SCCP configuration
- RTMT monitoring tools
- Calabrio One analytics
- Cisco CUIC reporting
- ServiceNow administration
- BMC Remedy support
Certification
AZ-900 certification (Azure Fundamental)
Awards
- Core Value: Best People, 06/01/23, Accenture, Successfully handled the Zoom Migration project, contributing to network voice stabilization, standardization, and consistent operational delivery.
- Certificate of Recognition – Groundbreaker, 09/01/24, Accenture, Proactively upskilled, managed Zoom SBC certificate renewals, resolved critical issues, supported porting, and trained new team members to enhance team performance and service reliability.
- True Team Player – Joint Success, 08/01/25, Accenture, Recognized for successfully completing the WhatsApp project, quickly adapting to the account, taking full ownership of BAU tasks, and consistently demonstrating strong work ethic and commitment to delivering quality results.
Training
- Amazon Connect Training – Hands-on training on cloud-based contact center solutions.
- WxCC Training – In-depth training on Cisco's Webex Contact Center, covering administration, configuration, and troubleshooting.
- AZ-104 Training – Microsoft Azure Administrator Associate certification preparation.
- MS-700 Training – Microsoft Teams and collaboration tools administration training.
- MS-102 Training – Microsoft 365 Identity and Services administration training.
Additional - Work Authorization
Eligible to work in the United States for any employer. Available for immediate start.
References
References available upon request.
Timeline
Infra Manage Service Analyst
Accenture Solution Pvt. Ltd.
03.2025 - Current
App/Cloud Support Analyst
Accenture Solution Pvt. Ltd.
08.2021 - 02.2025
Cisco Voice Engineer
Servion Global Solutions
06.2019 - 08.2021
BE. - Electronics and Communication
SDMCET