Rakhee Duneja

Tel: 303-325-7655

Email: Rakhee.Duneja@gmail.com

 

Career Objective

A challenging position as a Solutions Architect / Sr. Solutions Architect

 

Educational Qualification

1991-1994 – Aligarh Muslim University, Aligarh, India

          Associate Degree in Electronics Engineering

 

Technical Certifications

Cisco Certified Internetwork Expert – Collaboration, R/S (CCIE)

CCVP, CCNP, CCNA, MCSE

 

Professional Summary

1.          Experience with UCS B and C Series Servers.

2.          Extensive experience and knowledge in Converged Voice network architecture.

3.          Extensive experience with SIP, H.323 and MGCP voice protocols and configuration.

4.          Extensive experience with Cisco Unified Contact Center Enterprise (UCCE), Customer Voice Portal (CVP), Cisco Unified Communications Manager (CUCM), Cisco CUBE, Cisco Voice/VXML Gateways, Acme Packet SBC’s and SIP/TDM technologies.

5.          Experience with CVP deployments involving Cisco SIP Proxy.

6.          Experience with Avaya and other 3rd party contact center products like eGain, Nuance, Calabrio, Nice and Upstream Works.

7.          Experience with Design, Planning and implementation of Cisco on-demand and hosted UCCE solutions.

 

Work Experience

2014 – To date – Solutions Architect (P.S. – Advanced Technology Practice)

Dimension Data

Dimension Data is a wholly-owned subsidiary of the NTT Group with revenue of USD 6.7 billion for the Year 2014. Founded in 1983, Dimension Data employs over 31,000 highly skilled employees in 58 countries and delivers services in 103 countries through its Preferred Partner Programme. Dimension Data is a global leader in the provision and management of IT infrastructure solutions and services.

1.          Design, Architect, Planning and Implementation of several Unified Communications and Cisco Contact Center Enterprise Solution deployments.

2.          Lead Unified Communications and Contact Center Enterprise migrations and upgrades on new and existing multi-site telephony environments.

3.          Lead Unified Communications and Cisco Contact Center Enterprise Solution architecture discussions with customer.

4.          Lead and perform detail design sessions and requirements discovery sessions with project stakeholders and key client personnel.

5.          Document and review requirements discovery with project team.

6.          Create documentation for all phases of the project – discovery, requirements gathering, detail design, implementation, change management, user acceptance testing, user training and production cutover plan.

7.          Work closely with project management team to manage the cost for maximum profitability and ensure project budget and tasks are on track.

8.          Work with Account Managers and System Engineers, as needed, to assist them during the pre-sales lifecycle of the customer engagement.

 

2012 – 2014 – Solutions Architect (Contact Center Advanced Solutions)

ShoreGroup Inc.

ShoreGroup is the globally recognized managed services company helping customers achieve their strategic goals by empowering IT operations.

1.           Provide technical and consultative assistance to Presales for Unified Communications and Contact Center Solutions.

2.          Architect, Design and Implementation of Unified Communications and Contact Center Solutions utilizing Cisco hardware and software along with third party products.

3.          Detail design sessions with Clients to gather requirements and provide detailed Solution Requirements Document and Solution Design Document based on technical best practices recommended by Cisco.

4.          Design and deployed various Cloud based Hosted Contact Center Solutions with DR on UCS B series servers in all verticals.

5.          Design and deployed various premise based Contact Center Solutions on UCS B series and UCS C series servers with DR in all verticals.

6.          Design and deployed various UCCX to UCCE migration projects in all verticals.

7.          Work closely with Presales team in the development of contact center documents.

 

2012 – 2012 – Principal Solutions Architect (Contact Center Solutions)

Tech Mahindra Americas

Tech Mahindra Limited is an Indian multinational provider of information technology (IT), networking technology solutions and business support services (BPO) to the telecommunications industry. Tech Mahindra is a part of the Mahindra Group conglomerate.

The combined entity has 92,729 employees, servicing 540 customers across 49 countries. It has 15 overseas offices for BPO (business process outsourcing) operations and software development. Its revenue for 2012-13 was put at $2.7 billion (Rs. 162 billion). Tech Mahindra has operations in more than 30 countries with 17 sales offices and 13 delivery centers.

1.          Design and Implementation of Cisco Contact Center Solution for a utility company in Arizona.

2.          Worked closely with customer to migrate from legacy system to UCCE Contact Center.

3.          Responsible for technical presentations to customer.

4.          Responsible for Design Document based on technical best practices.

 

 

2010 – 2012 – Principal Voice Architect (UCCE)

Teletech Holdings

TeleTech founded in 1982 is a leading global provider of relationship life cycle and business process services.

1.                      Architect and deliver Call Routing and CTI Solutions for specific clients; telecom architecture design; build out environments from 5,000 to 80,000+ phones. Cisco networking hardware (switches, routers, and gateways), Acme Packet SBC’s (4250, 4500); Unified Communications Manager 4.x through 7.x, Unity and Unity Connections, ACD's, Voice Recording, UCCE, CUIS and CVP applications and SIP. Interface with development; design and maintain network infrastructure.

2.                      Architect, design and implement multi tenant UCCE SIP Architecture for Cisco, Avaya and OnState using Cisco CUBE’s and Acme Packet SBC’s for SIP termination.

3.                      Develop detailed design for International Cisco UC deployment in the following areas: voice (inbound toll services, carrier routing, VoIP, agent desktop integration, IVR and Queuing, CUIS, applications integration (call recording, workforce management, CTI integration).

4.                      Design of complex contact center solutions, Cisco IP Contact Center: UC Network Infrastructure Architecture, Call Center, ACD, IVR, CTI, Call Recording, reporting and VoIP. Cisco -- Avaya IVR integration call flows/ routing, screen pops, architecture, design, capacity planning.

5.                      Architect, design and implement Call Center applications using Cisco suite of Unified Contact Center Enterprise(UCCE); Cisco ICM Scripting, Cisco Translation Routing, CTI/CTIOS, Admin Workstation, Web View, Session Border Controller (Cisco CUBE).

 

2007 – 2010 – IPT Specialist

IBM Global Technology Services

IBM Global Services is the world's largest business and technology services provider. It is the fastest growing part of IBM.

1.                      Implementation, ongoing management, and troubleshooting of Cisco’s Unified                   Communication Voice Architecture

2.                      Configuration of VoIP network - Cisco gateways, Survivable Remote Site Telephony (SRST), Cisco Unity Express (CUE)/Auto Attendant and Cisco Call Manager Express (CME)

3.                      Proactively taking escalations for various Unified Communications issues in order to preserve and maintain customer satisfaction

4.                      Work on multiple Cisco IP Telephony projects deploying Cisco IP Phones and managing Call Manager / Unity.

 

2005 – 2007 – Network Operations Engineer

IBM Global Technology Services

IBM Global Services is the world's largest business and technology services provider. It is the fastest growing part of IBM.

1.                      Monitoring network for various clients, responding to outages, and working closely with other Network Operations Centers and service providers to debug and diagnose network and circuit problems.

2.                      Open trouble tickets and work with service providers to resolve issues on existing circuits.

3.                      Coordinate troubleshooting activity with Vendors and internal departments.

4.                      Work with customers to troubleshoot, deploy and monitor devices on live networks to ensure error-free networks.

 

2004 – 2005 – Network Specialist

Thakral Corporation Ltd.

Thakral Corporation (www.thakral.com ) is multinational company and a leading vendor of computers and consumer electronics products. The company has annual sales turnover of $ 4 billion per annum.

1.                      Provide Networking Solutions to clients who include leading Corporate, Government Offices and Ministries, Hotels, International Schools and Colleges.

2.                      Actively participate in new Infrastructure Implementations as part of the project management team.

 

2003 – 2004 – Cisco VoIP Network Administrator

vCustomer Services Ltd.

vCustomer is a leading (www.vcustomer.com ) US based service provider of process driven Business Process Outsourcing services with expertise in Technical Support. vCustomer's customer base includes some of the Fortune 500 companies namely HP, Cisco and Linksys

1.                      Ongoing management and troubleshooting of VoIP network and IPCC.

2.                      Work with Project Manager on Key appearances on each phone, ACD Call Flow and General Flow Charts and Testing Documentation.

3.                      Manage network communications and connection solutions, including local area networks.

 

2000 – 2001 – Network Engineer

NCLI

I was responsible for setting up and maintaining a network for an educational institute.

1.                      Design and implemented LAN for educational Institute.

2.                      Perform all Cisco switch and router configurations and implementation.

 

1994 – 1998 – Assistant Engineer

Usha Ltd.

I was working with Usha Ltd. as Assistant Engineer, where my responsibilities included Quality Control, Mask Designing and Supervision of testing department. I established the procedures for quality control for new products.

 

References: Provided upon request.