Experience

7+ years in Telecommunications, Avaya systems, and IT infrastructure

Jan 2026 – Present

Telecommunications Engineer (Avaya & Enterprise Systems)

Teleperformance Global, Dubai, United Arab Emirates

Key Responsibilities:

  • Daily monitoring, troubleshooting, and support of Avaya Oceana, ACR, Analytics, Aura, and related VoIP infrastructure.
  • Handle escalations for enterprise call center systems, coordinating with global APS and Backbone teams.
  • Perform system health checks, log analysis, and secure configuration updates to maintain high availability.
  • Manage SIP/VoIP issues, call flows, routing, and system performance investigations.
  • Support change requests, deployments, and upgrades across large-scale telecom environments.
  • Role continued under a new vendor and designation; responsibilities and scope remain consistent with the previous Avaya Resident Engineer position.
Feb 2022 – Dec 2025

Resident Engineer – Avaya Systems

Avaya (via Cupola), Dubai

Key Responsibilities:

  • Daily monitoring, troubleshooting, and support of Avaya Oceana, ACR, Analytics, Aura, and related VoIP infrastructure.
  • Handle escalations for enterprise call center systems, coordinating with global APS and Backbone teams.
  • Perform system health checks, log analysis, and secure configuration updates to maintain high availability.
  • Manage SIP/VoIP issues, call flows, routing, and system performance investigations.
  • Support change requests, deployments, and upgrades across large-scale telecom environments.
Jun 2021 to Feb 2022

Application Analyst – Avaya Systems

United Bank Limited (UBL)

Key Responsibilities:

  • Provided end-to-end support for Avaya CM, AES, ACR, SM/SMGR, CMS, WFM, ensuring stable operations with minimal vendor dependency.
  • Monitored system performance, performed log reviews, and resolved application-level issues for call center systems.
  • Supported Altitude and Prime4 platforms, troubleshooting agent workflows, call routing, and reporting issues.
  • Conducted secure configuration changes and coordinated deployments to maintain availability and compliance across banking environments.
  • Assisted teams with IVR updates, user provisioning, and VoIP troubleshooting.

Key Projects:

  • Participated in the deployment and configuration of ACR 15.2 and WFM 15.2, ensuring stable call recording and workforce management operations.
  • Performed DR site validation by testing Avaya and Altitude applications from the Lahore disaster recovery environment, verifying system continuity, secure failover, and operational readiness.
Dec 2020 to Jun 2021

Technical Support Specialist (Remote)

EyeTech (Canada)

Key Responsibilities:

  • Provided remote support for Windows, Office 365, printers, scanners, and pharmacy software (Kroll & RMS) across multiple client locations.
  • Supported 3CX and Grandstream VoIP systems, troubleshooting call quality, SIP issues, and device provisioning.
  • Configured and maintained DNS filtering to block malicious websites and enhance endpoint security.
  • Assisted users with system installations, updates, and performance issues, ensuring minimal downtime and efficient operations.
  • Collaborated with Canadian teams to resolve escalated technical issues within SLA timelines.

Key Projects:

  • Integrated Vtiger CRM with 3CX VoIP, enabling centralized call routing, CRM-screen pop, and agent productivity tracking.
  • Implemented DNS filtering policies to block malicious domains, enhancing security for multiple remote offices.
Oct 2018 to Jun 2021

Support Engineer – Avaya Systems

Pronet Pvt Ltd (Pakistan)

Key Responsibilities:

  • Provided operational and technical support for Avaya Aura CM, AES, Session Manager, System Manager, CMS, and Contact Recorder, ensuring stable call center operations.
  • Troubleshot complex call center issues including agent login failures, trunk/PRI faults, IVR updates, VDN/Vectors, announcements, routing, and campaign setups.
  • Designed and optimized CMS Call Center Reports, improving queue visibility and agent performance monitoring.
  • Performed secure configuration changes including ARS routing, endpoint provisioning, user/agent add–remove, and system hardening tasks.
  • Managed Windows Server 2012–2019 environments, performing updates, patching, and service configuration to support Avaya infrastructure.

Key Projects:

  • Deployed and configured Hotline IP Phones on Avaya Aura Communication Manager for United Bank Limited remote sites.
  • Avaya Contact Recorder release upgrade from 12 to 15.
  • Deployed and configured Hotline IP Phones on Avaya Aura Communication Manager for Habib Bank Limited remote sites.
  • Deployed IPO at EFG Hermes Pakistan.
  • Provided team support in NLC IPO Project.
  • Provided team support in UBL UAT Project.
  • Worked as a team member in HBL call center upgrade project, including installation of AVP, AES, CM, SMGR, SM, and integration with Altitude.
  • Deployed Avaya Release 7.1 applications including CM, AES, SM, SMGR, WEBLM, AAEP, CMS Release 19.1, and Altitude integration.
Apr 2016 to Sep 2018

SQAD Executive

Sharp Telecom (Augere Pakistan Pvt. Ltd.)

Key Responsibilities:

  • Maintained and sent daily provisioning reports of new sales to General Manager, Sales Manager, and Network Manager.
  • Maintained weekly dashboard reports for payment analysis and shared insights with senior management.
  • Delivered technical training to call-center agents on a monthly basis.
  • Monitored RF stats of new sales (WiMAX, LTE) using Huawei M2000 and Bacell OMC; ensured KPI compliance.
  • Responded to customers' queries related to internet issues via Facebook, WhatsApp, Live Chat, and Email.
Sep 2015 to Apr 2016

CIC Officer

Faysal Bank Ltd

Key Responsibilities:

  • Managed and resolved customer complaints with attention to service quality.
  • Provided customers with product and service information across multiple banking products.
  • Updated and maintained customer records to ensure data accuracy.
  • Prepared and submitted call performance reports to supervisors.