Praveen Perumadan Varghese
Beaverton,OR
Summary
- Lead Unified Communications Voice Engineer with 7+ years of experience in Cisco UC solutions and a proven track record in migrating on-premises systems to cloud environments.
- Providing end-to-end service and support for the complete enterprise voice infrastructure, including designing, implementing, and maintaining a robust voice communication system.
- Expertise in Cisco Unified Communication Manager (10.x,11.x,12.x,14.x), WebEx Cloud, Microsoft Teams, CUC, CUBE, Audiocodes SBC, Voice Gateways, UCCE, UCCX, and WebEx contact centers.
- Delivering seamless voice network integration, optimizing VoIP performance, and ensuring high availability and security of voice services.
- Adept at enhancing team capabilities and driving successful project outcomes, leveraging strong problem-solving skills and technical proficiency in voice protocols and infrastructure management.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Lead Unified Communications Voice Engineer
Infosys Ltd.
11.2023 - Current
- Team lead and subject matter expert (SME) overseeing enterprise collaboration services including CUCM, CUCM IM&P, UCCX, and WebEx. Cisco and AudioCodes SBC alongside voice infrastructure operations.
- Responsible for migrating the existing Cisco on-premises voice environment to the Webex calling cloud.
- Performing site-level planning, readiness checks, configuration, migration, and post-migration validation.
- Replacing or upgrading non-cloud-compatible devices, such as voice gateways and phones, at different sites across the globe.
- Coordinating with different teams for network, firewall, security, site access, procurement, and operational dependencies.
- Providing support for the on-site team for hardware replacement, device installation, and connectivity.
- Responsible for Webex CCE Components, solutions, call flow, and Integrations.
- Configured and maintained Webex Contact Center settings, including users, agents, teams, queues, routing rules, IVR scripts, and desktop layouts.
- Designed, configured, administered, and troubleshot call issues on Session Border Controller (SBC), SIP Trunking, and MGCP gateways.
- Addressed critical call routing challenges for CUCM SBC and Cisco Webex CCE systems. Guided L1 and L2 engineers to strengthen their technical capabilities.
- Formulated and sustained comprehensive support documentation, including knowledge base articles, procedural guidelines, and training standard operating workflows.
Sr. Unified Communication Engineer
Infosys Ltd.
05.2019 - 11.2023
- Administered business-critical services within UC and AV operations as senior lead, integrating Microsoft Teams, MTR, Cisco UC, AudioCodes SBC, Polycom systems, and voice infrastructure operations.
- Lead the design and deployment of Cisco Unified Communications solutions for enterprise clients.
- Implemented new sites for clients, deploying, configuring, and maintaining CUCM clusters, Unity Connection voicemail systems, CUBE, SBCs, and voice gateways.
- Extensive experience with Cisco Unified Communications Manager (CUCM) versions 11.5, 12.5, and 14.x.
- Handled the hardware refresh and upgrade activities for voice gateways, transitioning from VG224s to VG450s, VG320s, and VG310s.
- Upgrade of CUCM clusters from 10.5 to 12.5 and 14.0
- Proficient in managing Emergency, Standard, and Normal changes for UC-related systems.
- Coordinate and follow up promptly with different teams for complex UC-related changes.
- Direct Routing deployment in Teams, managing, configuring, and troubleshooting skills.
- Monitor the Call Quality Dashboard (CQD) report and be responsible for Teams voice quality issues.
- Manage alerts for Microsoft Teams Meeting Room (MTR) systems.
- Collaborate with onsite support and stakeholders to resolve MTR-related issues as needed.
- Work closely with Microsoft and Cisco for critical issues related to Teams and CUCM platforms.
Education
Bachelor of Technology - Computer Science And Engineering
University of Calicut
04-2017
Skills
- Technology Skills: Cisco Unified Communication Manager, Cisco WebEx, Microsoft Teams, Contact Center Solutions UCCX, UCCE, WxCCE, CUC, CUBE, Audicodes SBC, Voice Gateways
- Voice protocols: SCCP, H323, SIP, MGCP, RTP, RTCP
- Cisco Hardware: cisco 44XX, VG (450, 350, 320, 310, 224), HPE ProLiant DL380 Gen10, Audiocodes mediant (504, 508, 524)
- Server Management: Active Directory, VMware, TFTP, DHCP
- Software: RTMT, TranslatorX, Syslog viewer, Putty, ServiceNow
- Programming: Postman scripting, SOAP UI's, AXL API
Certification
- MS-700 Microsoft Teams Administrator Associate
- Cisco Certified Network Associate (CCNA R&S)
- AWS Certified Solutions Architect - Associate (SAA)
Timeline
Lead Unified Communications Voice Engineer
Infosys Ltd.
11.2023 - Current
Sr. Unified Communication Engineer
Infosys Ltd.
05.2019 - 11.2023
Bachelor of Technology - Computer Science And Engineering
University of Calicut