Abdu Raoof
UC Collaboration | D365 contact centre | Genesys Cloud CX Architect | Contact Centre | Gen AI | Avaya | Microsoft Teams | AudioCodes | SBC | Azure Cloud | VMware | WebEx Teams
- Role
- Senior Project Engineer at Wipro
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Abdu Raoof
Results-oriented Unified Communications Engineer with over 8 years of experience specializing in Cisco UC Collaboration, Genesys Cloud CX design and deployment, MS Teams Direct Routing with SBC, and video conferencing solutions, including Avaya IPT. Demonstrates strong proficiency in telephony, WebRTC, and Wireshark, with expertise in Genesys advanced flow creation, API integrations, and CRM integration (Salesforce). Expert in managing and supporting Level 3 Cisco Voice Network systems, with hands-on experience in Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Meeting Server (3.x and above), CMM (3.x), and CMS WebApp.
Experience
Senior Project Engineer
Feb 2021 — Present
Act as a key point of escalation for complex issues related to Cisco video conferencing solutions, collaborating effectively with the CAP team, Accounts team, Dev team, and Product team to achieve timely resolutions. • Responsible for the installation, configuration, and troubleshooting of CMS, CMM, CMS Web App, and TMS. • Configure CMS via API, demonstrating proficiency with the Postman tool for CMS API interactions. • Develop and prepare New Product Introduction training materials and troubleshooting doc for Cisco TAC. • Reproduce issues for troubleshooting and escalate bugs as necessary to ensure swift resolution. • Possess a strong understanding of Db cluster configuration and troubleshooting for CMS 1K and CMS 2K devices. • Proficient in analyzing syslog, SIP detailed tracing, and Wireshark/PCAP traces to identify and resolve issues. • Interact with TAC, customers, and the Dev team via phone and email to resolve issues. • Create JIRA for identified bugs and collaborate with the Dev team to facilitate fixes in subsequent releases. • Strong analytical skills with expertise in VoIP-related Cisco devices. • Created and managed agents to resolve issues related to Finesse. • Troubleshot gateway-related problems and issues with Cisco Unity Connection (CUC) and call handlers. • Addressed login issues for Finesse users and provided technical support. • Ensured timely system maintenance and management of the communication environment. • Proficient in voice gateway protocols, including SIP, H.323, and MGCP. • Experienced in troubleshooting Cisco Unified Communications Manager (CUCM).
Education
PA College of Engineering, Mangalore
Bachelor's degree
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