Mrinalini S.

Background

About Mrinalini S.

As a seasoned telecommunications professional, I possess extensive experience in designing, implementing, and optimizing complex telecom systems, with a strong background in- Contact Center as a Service (CCaaS) solutions, particularly Vonage Contact Center (VCC), where I pioneered advanced call routing algorithms, developed custom APIs, and implemented speech-to-text analysis- Unified Communications (UC) platforms, including Avaya Aura CM, Avaya Aura System Manager, and Avaya Aura Session Manager, with expertise in integrating with Proteus, Qfiniti, and Avaya IQ- Customer Relationship Management (CRM) systems, such as Zendesk and Salesforce, with experience in developing custom integrations and APIs- Session Initiation Protocol (SIP) Trunking, Media Gateways, and UCaaS solutions, with proficiency in configuring and troubleshooting- Cisco Unified Communications Manager (CUCM), Cisco Unity, and UCCX, with experience in designing and implementing complex phone system modifications- Microsoft Teams Administration, Microsoft Intune, and PowerShell scripting, with expertise in automating call queue setup, routing policies, and user administration- ServiceNow and Jira, with experience in implementing incident management processes and optimizing ticketing systems. My expertise spans across multiple telecom domains, including contact center operations, unified communications, and customer experience management, with a strong focus on leveraging technology to drive business growth and improve customer satisfaction.