Zeeshan Ch

Technical Lead – IVR Team | Cisco UCCE / UCCX / Freeswitch

Mar 2023 - Present • 3 yrs 2 mos

Led the IVR development team, providing technical direction, code reviews, and day-to-day guidance across multiple enterprise IVR initiatives. Owned end-to-end IVR solution architecture leveraging Cisco UCCE, UCCX, CVP, and Call Studio in high-volume contact center environments. Carried out multiple large-scale IVR implementations for international client contact centers. Translated business and customer experience requirements into scalable, high-availability IVR designs. Designed and optimized complex call flows, self-service applications, and failover scenarios to ensure performance and reliability. Served as the primary technical escalation point for production issues, conducting deep-dive troubleshooting and root cause analysis. Coordinated with Level-3 teams, vendors, and telecom providers for SIP/PSTN integrations and platform resolutions. Managed incident, problem, and change management processes related to IVR platforms. Ensured adherence to coding standards, best practices, and comprehensive documentation across the team. Planned and executed deployments, upgrades, and enhancements with minimal service impact. Mentored junior developers and engineers, fostering technical growth and skill development.

IVR Developer

Nov 2021 - Mar 2023 • 1 yr 4 mos

Designed, developed, and maintained IVR applications using Cisco UCCE and Cisco UCCX, supporting high-availability contact center environments. Developed call flows using Cisco Call Studio, handling call routing, self-service menus, error handling, and fallback scenarios. Integrated IVR solutions with SIP/PSTN, CTI, and backend systems (databases, APIs, web services). Performed call flow troubleshooting, log analysis, and root cause analysis for production incidents. Supported incident management, including triage, issue resolution, and coordination with Level-3 teams and vendors. Conducted IVR testing (UAT, regression, and production validation) to ensure reliability and performance. Implemented enhancements and change requests while adhering to change management and release processes. Ensured IVR solutions met scalability, performance, and compliance requirements.