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Pavan Korekar

@pavankorekar

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Cisco Collaboration Engineer at Zoom Communications, helping reduce Zoom Contact Center escalations by 15%.

India

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What I'm looking for

I’m available for freelance projects involving SIP/VoIP troubleshooting, Cisco UC, SBC configuration, Zoom Contact Center, Zoom Phone, AWS/Linux environments, call routing, integrations, migrations, and L2/L3 technical support.

At Zoom Communications, I manage service delivery for Zoom Contact Center customers across APAC and EMEA and serve as a senior escalation point for complex issues. I contributed to a 15% reduction in escalation volume within the first quarter through proactive service management and improved response coordination.

At Cisco Systems – Professional Services, I delivered L2/L3 support for enterprise Cisco Collaboration environments, analyzed SIP and call-flow traces, and configured Cisco CUBE and SBC integrations. I also led UC upgrades and installations and produced HLD/LLD and implementation documentation.

Earlier, I supported enterprise voice and cloud communications at Cognizant Technology Solutions, Cisco Systems (CMS), Mitel Communications Pvt. Ltd., and Octel Networks Pvt. Ltd. I’m available for freelance projects involving SIP/VoIP troubleshooting, Cisco UC, SBC configuration, Zoom Contact Center and Zoom Phone, and AWS/Linux environments.

Experience

Work history, roles, and key accomplishments

Current

Global Service Manager – MSO

Current

Zoom Communications

Dec 2024 - Present (1 year 10 months)

Manage end-to-end service delivery for Zoom Contact Center customers across APAC and EMEA, serving as a senior escalation point. Contributed to a 15% reduction in escalation volume within the first quarter through proactive service management.

Zoom Contact Center Zoom Phone Linux AWS Escalation Management Service Delivery Customer Support Incident Management Change Management

Consulting Engineer / Lead Delivery Head

Cisco Systems

Sep 2022 - Nov 2024 (2 years 2 months)

Delivered L2/L3 technical support and professional services for Cisco Collaboration environments including CUCM, Unity, IM & Presence, UCCX, PRI migrations, and Expressway C/E. Led UC upgrades and installations using ESXi virtualization and produced HLD/LLD documentation.

CUCM Unity Testing Unified Contact Center Express (UCCX)Expressway SIP SBCs Cube Wireshark Translator X VMware ESXi HLD LLD Project Management

Infrastructure Specialist

Cognizant Technology Solutions

May 2021 - Aug 2022 (1 year 3 months)

Provided L2 voice support and enterprise communication provisioning, coordinating escalations with Cisco TAC and service providers. Configured CUCM Express, Unity Express, dial peers, partitions, CSS, route groups, and other call routing elements.

CUCM Cisco Unity Express SCCP SIP T1 PRI FXO Dialing Plans RTMT Translator X Wireshark Troubleshooting

Consulting Engineer

Cisco Systems

Oct 2018 - May 2021 (2 years 7 months)

Provided technical support for CUCM, CME, CUE, SCCP/SIP endpoints, MGCP/H.323 gateways, and PSTN interfaces including SIP, PRI, and FXO. Optimized dial plans, partitions, CSS, and gateway configurations.

CUCM CME CUE SCCP SIP MGCP H.323 PSTN T1 PRI FXO Wireshark RTMT Translator X

Tier-2 Cloud Engineer

Mitel Communications Pvt. Ltd.

May 2017 - Oct 2018 (1 year 5 months)

Troubleshot Mitel cloud products including MCD, MICC, Call Analytics, and MiCollab, resolving complex SIP call issues. Provided technical support for US-based cloud customers and managed incidents through Remedy.

Mitel MCD MICC MiCollab SIP Troubleshooting Remedy Cloud Computing

Tier-2 Cloud Engineer

Octel Networks Pvt. Ltd.

Aug 2012 - May 2017 (4 years 9 months)

Led installation, configuration, and migration from third-party systems to Cisco IPT on UCS, managing endpoint registration, gateways, call routing, and media resources. Integrated CUCM with Unity, UCCX, CUP, LDAP, and third-party PBXs.