Rahul Dhuharia

• As part of my day-to-day work, I actively engage and work on escalated and highly complex issues on Contact Center Enterprise Solution which sometime also requires collaborating with other technologies like CUCM, Webex, Gateways, Apps (Jabber) teams.
• Actively participate in strategic and technical discussions with other Technical Leaders, Business Units, and the Engineering team. These meetings focus on key aspects of product improvement, maintenance, bug fixes and roadmaps.
• I review and analyze escalations from both my team and other theaters before they are formally escalated to the Engineering team. The primary objective is to deflect unnecessary escalations by providing in-depth technical assistance and troubleshooting guidance.
• I lead and facilitate a weekly case review meeting for two different theaters, where team members bring forward ongoing cases for discussion. The primary objective of these sessions is to collaborate, troubleshoot, and provide technical guidance on complex cases, ensuring that issues are resolved efficiently and knowledge is shared across the team.
• I Also lead and organize a bi-weekly chalk talk meeting between two theaters, focusing on knowledge sharing and technical deep dives related to Contact Center Solutions. These sessions provide engineers with an opportunity to present, learn, and discuss key concepts, troubleshooting techniques, and new product features.
• I work with engineering team and deliver a technical (product feature) trainings whenever there is a new release of UCCE which includes PCCE/CVP/VVB/CCAI/Webex Connect/ to TAC Engineers from different theaters.
• Work on complex cases on features like Contact Center Artificial Intelligence (CCAI), Google Dialogflow ES and CX, Webex Connect for Digital Media Channels
• Work with Business Unit and Engineering team on UCCE EFT (Early Field Trial) releases, file defects and help finding the code fix for the defects so that the final UCCE patch or major releases are stable releases.
• I am a lab advocate for my team, which means I help team members in building their lab, do quarterly lab audits to make sure all the features are working in their lab and also maintain my own lab.

Side Projects:

As a side project within Cisco, I am part of Generative AI team where currently we're:

• Developing a Generative AI-driven content pipeline to accelerate content creation while maintaining accuracy and contextual relevance.
• Implementing a human-AI augmentation approach, where AI assists in drafting content, and human expertise refines it for better clarity and precision.
• Building prompt-engineering pipelines using live examples of high-impact content to continuously enhance AI-generated outputs.

In addition to my work on Generative AI, I am also developing an automation-driven BOT system designed to streamline case review meeting management within my team. This BOT is being built to enhance efficiency, improve tracking, and reduce manual overhead by automating key aspects of the case review process. The Primary focus of this BOT includes meeting reminders, case tracking, adding technical reviews/notes on the cases, documentation.

• Configure, troubleshoot, implement and integrate Contact Center Enterprise Solution(UCCE/PCCE) with Cisco Voice Portal (CVP), Peripheral gateways, Cisco Unified Intelligence Management (CUIC) reporting server, AW database servers (AWDB) and Cisco Unified Communications Manager Server (CUCM)
• Involved in Pre-upgrade, Post upgrade and Migration of UCCE/PCCE plan activities for Cisco Partners/Customers
• Worked on CVP Comprehensive call flow with SIP protocol which involves in depth knowledge of Cisco CUBE gateway, VVB and CUCM.
• Worked with Partners to access client’s network to diagnose their network and database issues.
• Configure and troubleshoot CVP advance features like Courtesy Callback (CCB), Issue related to CVP Call Studio applications.
• Worked on critical P1/P2 cases, ensuring timely troubleshooting and resolution to minimize customer impact, identified root causes, provided fixes, and collaborated with cross-functional teams to implement solutions.
• Documented case resolutions, creating a knowledge base to improve future troubleshooting efficiency and case handling.
• Decoding and debugging of logs/packet capture from various components of UCCE/PCCE solution.
• Configuring and troubleshooting complex UCCX technology issues for Cisco customers and partners globally which involves in depth knowledge of Informix DB, VOS Linux platform, Finesse desktop, Cisco Agent Desktop (CAD), Cisco Supervisor Desktop (CSD), CUIC historical and live data reporting, Call routing, Call Transfer, SIP Trunks, MGCP and H323 gateways
• Delivered session at UCCX partner summit at Cisco Richardson campus
• Deliver product and feature training to team members.
• Played a key role in establishing a new team in Mexico by delivering onsite product training to ensure a smooth onboarding process.

• Identifying installation requirements, performing installation, configuration and managing Unified Contact Center Express (UCCX) and Cisco Unified Communications Manager (CUCM)
• Worked closely with business units to incorporate new features and interoperability with Contact Center
• Troubleshoot system stock as well as custom java CCX script via script editor
• Customization of CUIC reports by modifying the XML format, report definition and value list in standalone CUIC
• Creating Finesse desktop gadgets by modifying xml queries in desktop layout
• Work with Cisco partners to understand network topology and architecture to fix the issue in their production as well as lab deployments
• Troubleshoot Media resources and Media negotiation issues on Unified Call Manager (UCM)
• Integrating Contact center solution with CUCM, Jabber, Social Miner, Media Sense
• Migration of CUCM and UCCX from Physical Platform Servers to Virtual Platform Servers
• Deliver new feature trainings to team members
• Simulating customer’s network topology in lab and replicate the issue to find the solution and provide root cause analysis
• Taking part in various team meetings with management and making sure team is informed of the same while discussing current and future objectives.
• Hands on experience on CUCM, CUSP, Unity Connection, IP-IVR, Linux

• Setting up wired and wireless networks for home and small offices using wireless routers/hubs/switches with Cable and DSL modems
• Worked on windows drivers, OEM drivers for various hardware components like chipset, video, audio, network etc
• Conducted lab sessions for hardware teardown to impart knowledge about the PC configuration and various components
• Troubleshoot BSOD errors by debugging them using Microsoft debugger
• Troubleshoot hardware issues ranging from simply restarting a computer to disassembling and reassembling the whole computer
• Worked extensively on issues arising on Windows operating systems (XP, Vista)
• Performed HDD formatting, partitioning, and reinstallation of operating systems, drivers and commonly used software applications
• Worked with L3 team on products which had unresolved, quality defects and capture issues in collaboration with 3rd party vendors to make changes in design and technology with minimum cost effect

• Worked on finance tracking and bill payment software called Quicken and QuickBooks
• Testing of the software on different OS like windows XP, Vista and Mac
• Installation and un-installation of Quicken and QuickBooks, reconciling the records and generating the reports
• Configuring the email accounts with the software to generate email alerts through Microsoft exchange servers
• Installation and Configuration of network printers with the Quicken & QuickBooks to print the reports