Md Nazim Uddin

Developed a fully custom amazon connect outbound dialer with the following features:
• Calling list upload
• Simultaneous dial
• Concurrent dial control
• API endpoint, including campaign creation
• API endpoint, including campaign management, entailing status, start, stop, and pause.

I have built small- to large-scale call center solutions, implementing various business logic. Here are some of the main highlights:
• Configured AWS connect and Twilio Flex call centers from scratch.
• Configured IVR, extension, and voice message features.
• Hands-on experience with other AWS services like AWS Lambda, AWS DynamoDB, AWS CloudFormation, Amazon Lex, Amazon Transcribe, Amazon Cognito, and Amazon CloudWatch.

Worked as an implementation lead of an Avaya Aura call center (CC).
Key activities:
• Finalized the CC systems architecture in correspondence with network, server, and VM stakeholders.
• Prepared detailed solution and scope documents.
• Identified existing features and licenses and mapped them to the new system.
• Designed a PBX dial plan, call routing options, network regions, IP telephony features, CTI capabilities, and IVR functionalities.

Key activities:
• Installed and configured the Avaya POM application.
• Integrated Avaya CM, AES, and CMS.
• Configured predictive and progressive dialing campaigns.
• Defined the strategy for agent and agentless campaigns as per business requirements.
• Integrated Verint for call recording.
• Prepared the user acceptance testing (UTS) document and conducted the UAT.

Key activities:
• Designed the system architecture for the Genesys PureEngage application for the primary and DR site.
• Defined the call flow based on specific business requirements for various countries and languages.
• Created and completed the IVR integration with the payment gateway and API systems like Amadeus.
• Finalized telco number porting and new number termination.

Served as a technical project manager and implementation lead on this project.
Key activities:
• Worked with stakeholders to finalize the technical scope of work.
• Performed the end-to-end solution design of the outbound dialer system.
• Finalized media gateway and Avaya CM integration processes.

Worked as a technical PM and implementation lead on this project.
Key activities:
• Designed the system architecture for Avaya SIP and the numbering plan for the session border controller, session manager, and communication manager.
• Implemented and configured SIP trunking between telco and Avaya SBC.

Key activities:
• Build the IVR contact flow.
• Set up voicemail using AWS CloudFormation.
• Configured email notification for VM and Amazon Transcribe.
• Defined the routing profile and queues as per business logic.
• Integrated Amazon DynamoDB for phone number lookup using the AWS Lambda function.
• Configured call recording.

Managed and delivered a multimedia contact center system.
Key activities:
• Incorporated digital touchpoints for customers, including email, chat, and SMS for customer support.
• Installed and configured Avaya Interaction Center for voice and media channels.
• Built an SMS middleware application to integrate the call center's SMS channel.

Developed and implemented several turnkey projects around Avaya technologies.
Key activities:
• Configured proactive outbound dialer systems.
• Set up CMS reporting, including primary, secondary, and high-availability (HA) reporting.
• Configured Avaya Interaction Center software, including Avaya Communication Manager, and provided version upgrades.
• Integrated G650 and 450 media gateways.

In this project, I served as an implementation engineer from the customer side.
Key activities:
• Worked closely with the vendor to install and configure the Cisco video conferencing system, including VCSC/E, MCU, TMS, and TMSXE.
• Integrated Avaya UC system with Cisco's video conferencing system using the H.323 communication protocol while keeping seamless dialing for audio and video calls among all endpoints. Also integrated MS Outlook with TMS and TMSXE for bookings.
• Installed and configured Avaya 1050 and Avaya 1030 VC codec on different meeting rooms and locations, which included meeting room preparation, TV for people and content, and the installation of a Kramer switcher.

This project aimed to transcribe live phone calls and forward user calls to humans once call center agents were available to receive the calls.
Integrated Google's automatic speech recognition (ASR) for real-time transcription and wrote a TWIML application to route calls based on keywords.

Tools: Twilio, Google Speech-to-Text, Node.js, and TwiML