MYMhd Yasir
@mhdyasir
Contact Center Solution Architect specializing in CCaaS migrations, IVR/IVA, and omnichannel CX optimization.
IndiaWhat I'm looking for
I am a results-driven Contact Center Specialist with 14+ years of experience designing and optimizing contact center and unified communications platforms. I specialize in migrating legacy telephony to cloud CCaaS solutions and building resilient, high-availability contact center architectures.
I have deep hands-on experience with Five9, Amazon Connect, Avaya, Asterisk-based systems, SIP/VoIP technologies, and integrations with Salesforce, Zendesk, and ServiceNow. I design IVR/IVA flows, intent-driven virtual agents, and omnichannel routing to improve CSAT, FCR, and AHT.
I collaborate with cross-functional teams — application, data, DevOps, QA, and WFM — to implement API-driven automation, CI/CD for IVR deployments, monitoring with New Relic/CallMiner/Verint, and analytics visualizations in Power BI. I also participate in vendor evaluations, pre-sales solutioning, and stakeholder workshops.
My implementations have reduced live-agent dependency, lowered AHT, improved FCR, automated provisioning, and strengthened compliance and uptime through monitoring, disaster recovery, and multi-region failover strategies. I bring practical automation skills (PowerShell, Python) and strong process and change-management discipline.
Experience
Work history, roles, and key accomplishments
Digital IT Specialist
Sonata Software Ltd
Mar 2019 - Present (6 years 6 months)
Ensured stability and operational readiness of Pennymac's contact center platform and led migration from Avaya/FreeSwitch to Five9 CCaaS, delivering high-availability architecture and bilingual IVR solutions that reduced live agent dependency and improved FCR and AHT.
Technical Lead
Newtok Technologies Pvt Ltd
Jun 2017 - May 2019 (1 year 11 months)
Designed and managed VoIP infrastructure and scalable inbound telemarketing call centers, led a team to migrate to cloud VoIP and developed custom Asterisk IVR solutions that reduced costs and wait times.
Senior Software Engineer
Divox Communication Pvt Ltd
Oct 2015 - Mar 2017 (1 year 5 months)
Implemented Asterisk IP-PBX systems and Kamailio SIP proxies to improve call routing efficiency and reduce latency for high-volume deployments, delivering measurable performance and cost benefits.
Senior Software Engineer
Newtok Technologies Pvt Ltd
Aug 2013 - Oct 2015 (2 years 2 months)
Led a team maintaining the Bellnok PBX system, contributed to product development with FreePBX/Elastix, and optimized CentOS builds to improve deployment speed and system uptime.
Software Programmer
Towards Vision Technologies Pvt Ltd
Feb 2011 - Aug 2013 (2 years 6 months)
Developed and supported C-Zentrix IVR and IP-PBX modules using Perl and C, integrated legacy PBX with Asterisk, and improved dialer performance and client adoption through training and POC support.
Technical Support Engineer
Newtok Technologies Pvt Ltd
Jul 2008 - Feb 2011 (2 years 7 months)
Provided Linux server administration and SAP/WMS support, maintained Vocollect voice-picking integration, and improved warehouse efficiency and backup/recovery times through operational improvements.
Education
Degrees, certifications, and relevant coursework
AUAnna University
Bachelor of Engineering, Electronics and Communication Engineering
2004 - 2008
Grade: 63%
Completed a B.E. in Electronics and Communication Engineering with a 63% aggregate from Anna University between June 2004 and April 2008.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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