Brightly Calister Randuthaikkal

About Brightly Calister Randuthaikkal

Influencer and technology leader with rich and proven experience in software development…

Experience

1. Technical Administration

   Wipro

   Nov 2022 — Present

   TECHNICAL LEAD | OPERATIONS MANAGEMENT | TRAINING & GUIDANCE |TROUBLESHOOTING | SUPPORT Manage the daily operations. Provide operational support to the local call center and UCC environments in the enterprise for multiple customers at the time. Mentor, guide, assign, schedule and counsel the junior engineers. Involved in project-based engineering, installing and troubleshooting of cisco enterprise telephony infrastructure and related environments. Encouraged all project tracking through ServiceNow/Scrum methodologies IPCC/UCCE L3 24*7 SUPPORT: Provide 24 X 7 L3 support and Team management to the Unified Contact Center Enterprise (UCCE) that delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI) and multichannel contact management over an IP infrastructure. Developing ICM scripts and CVP scripts on customer requirement and trouble-shooting issues on script level. Provide solution to the network software related issues such as Finesse; Cisco CTIOS Tools, CVP, CCEAdmin, Verint WFM Support and Verint Recording. Provide lifetime support to UCCE 12.5 Finesse: Next-generation agent and supervisor desktop for Cisco Customer Collaboration solutions, providing easy access to the applications and information required through a customizable web-based interface. Cisco Unified Customer Voice Portal (CVP): Combines open-standards support for speech with intelligent application development and industry-best call control. Used Diagnostic Portico, Cisco Call Tracer, Cisco Utility tool. MSSQL: Logger and AW/HDS sequel databases. Verint WFM support: Verint Workforce Management software enables most complex multi-site, multi-skill and multi-channel call centers to forecast staffing needs, schedule their representatives’ time, and effectively manage change every day. VirtualHold Call Back functionality L1 support 24 X 7.

Skills

• Javascript
• Xml
• Sql
• C++
• Cvp
• Ipcc
• Ip Ivr
• Cisco Technologies
• Unified Communications
• .net
• C#
• Microsoft Sql Server
• Shell Scripting
• Core Java
• Unix
• Java
• Linux
• Html