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Khawar Shaikh

@khawarshaikh

Avaya UC Engineer with over 20 years of experience in the design, implementation and support of VOIP architecture.

I architect, implement, and support SIP-based Avaya UC and contact center solutions for customers including retail chains, hospitals, and insurance providers. I integrate Microsoft Teams with Avaya SBC for Direct Routing and support connections with platforms such as Cisco CUCM and Genesys cloud.

I install and provide tier 3 support for Avaya Aura products across Avaya Virtualization Platform and VMware deployments. I also manage security certificates and implement TLS/SRTP encryption for voice security.

I provide Tier III and backbone SME support for Avaya Aura UC products and integrations, and supported high-touch customers. I have also authored and maintained the Knowledge database and achieved a customer satisfaction target of 4.7 out of 5.

Experience

Work history, roles, and key accomplishments

Current

Senior Engineer

Current

Black Box

Sep 2021 - Present (5 years)

Architecting, implementing and maintaining SIP-based Avaya UC and CC solutions for large and small-scale customers. Integrating Microsoft Teams with Avaya SBC for Direct Routing and providing tier 3 support for Avaya Aura products.

Avaya Aura SIP SBCs Microsoft Teams TLS SRTP VMWare AVP Avaya Messaging Avaya Breeze Call Recording Legacy PBX Decommissioning Technical Documentation User Training

Senior Solutions Consultant

Bell Canada

May 2016 - Sep 2021 (5 years 4 months)

Architected and deployed Avaya solutions for retail chains and a major insurance company. Developed SIP trunking plans, dial-plans, and network region architectures, and implemented Avaya Aura products including Contact Center Elite and Avaya IP Office.

Avaya Aura SIP Trunking Dialing Plans Network Architecture IP Office Avaya PODFx Avaya Breeze Microsoft Visio RFP Statement of Work

Solutions Engineer

Avaya Canada Corp.

Nov 2006 - May 2016 (9 years 6 months)

Provided Tier III/Backbone SME support on Avaya Aura UC products, including integration with CMS, IC, CC, and various call recording systems. Designated engineer for top-five high-touch customers, ensuring SLAs were met and achieving a customer satisfaction target of 4.7 out of 5.

Telecom Systems Engineer

NTG Clarity Networks

Aug 2006 - Nov 2006 (3 months)

Provided customer support for NTS OSS deployments and performed fault isolation and troubleshooting for test networks.

OSS Fault Isolation Troubleshooting Network Testing

University Research Project on Mobile Television Service

Rogers Wireless

Jan 2006 - Aug 2006 (7 months)

Conducted technology, financial, and value chain analysis of mobile television, and provided implications of service to telecom service providers.

Mobile TV Technology Analysis Financial Analysis Value Chain Analysis

Education

Degrees, certifications, and relevant coursework

University of Toronto

Master of Engineering, Telecommunications

Master of Engineering in Telecommunications from the University of Toronto, Department of Electrical and Computer Engineering.

Sardar Vallabhbhai National Institute of Technology

Bachelor of Engineering, Electrical Engineering

Bachelor of Engineering in Electrical from SVNIT, Department of Electrical Engineering, Surat, India.

Avaya

Avaya Certified Support Specialist (ACSS), Avaya Communications

Avaya Certified Support Specialist (ACSS) and Avaya Certified Technical Associate Support (ASTA) certifications in Communication Applications, Core Components, Experience Portal, Proactive Outreach Manager, Aura Messaging, and Call Center Elite (Avaya AXP).

Avaya

Avaya Certified Implementation Specialist (ACIS), Avaya Communications

Avaya Certified Implementation Specialist (ACIS) and Avaya Certified Technical Associate Implement (ASTA) certifications in Communication Applications, Core Components, and Call Center Elite (Avaya AXP).