Gaurav Mishra
Contact Center Design, Deploy, support | CCIE Collab, Amazon Connect, Webex
- Role
- Senior Voice Engineer at Salesforce
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Gaurav Mishra
With over a decade of experience in voice technology, I lead Salesforce\'s voice infrastructure as a Senior Voice Engineer. My role focuses on deploying Cisco VOIP technologies, managing data center voice deployments across Asia, and implementing Amazon Connect for optimized call center environments. Leveraging my CCIE and ITIL certifications, I work in collaboration with cross-functional teams to ensure seamless voice technology integration and smooth operational transitions. At Salesforce, I contribute to critical projects such as deploying Cisco WebEx Control Hub and voice clusters across multiple global sites, enhancing communication systems and operational efficiency. My commitment to team management and change management reflects a dedication to innovation and excellence in the voice technology domain.
Experience
Senior Voice Engineer
Feb 2022 — Present · Hyderabad, IN
Coordinating with vendors like Cisco, AWS, Cyara, and Bandwidth to develop Network/voice technology roadmaps.* Maintaining Salesforce Call center Services, migrating on-prem tech for AMER and EMEA to Cisco Web-Ex and Amazon Connect integrated to Salesforce service cloud.* Generating reports and analytics on accounts payable, improving budget forecasting, and preparing presentations for senior management.* Deploy Service Cloud voice based Call centers integrated with AWS connect.* Architecting and implementing call center solutions for medium to large-scale enterprises, optimizing performance and reliability.* Installation & Monitoring for Cisco 8300, 4400 SBC with SIP protocol integration. Custom AWS Lambdas, Cloud-watch, VPC, Transit Gateways
Education
ICFAI Business School
Master of Business Administration - MBA
2020 — 2022
Dr. A.P.J. Abdul Kalam Technical University
Bachelor of Technology, EC
2007 — 2011
ICFAI University
Master of Business Administration, Marketing
Skills
- Network Administration
- Crm
- Itil
- Telephony
- C++
- Technical Support
- Internet Protocol Suite (Tcp/Ip)
- Cisco Systems Products
- Switches
- Xp
- Ccna
- Unity Connection
- Voice Over Ip (Voip)
- Cisco Certified Internetwork Expert (Ccie)
- Cisco Technologies
- Troubleshooting
- Excel
- English
- Cisco Call Manager
- Telecommunications
- H323
- Session Initiation Protocol (Sip)
- H.323
- Voip
- Ucce
- Unified Communications
- Tcp/Ip
- Cisco Voip
- Uccx
- Networking
- Itil Certified
- Windows
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