Shadab Ayub Mulla

Background

About Shadab Ayub Mulla

My expertise extends to on-premise & cloud solutions architecture (Avaya Mid-Market as well as Avaya Aura Enterprise), Call Recording, Routing, Reporting, and various other Digital Contact Center Technologies. I possess a unique skill set in software's, database architecture, and API technologies, enabling me to design and implement complex solutions tailored to each client's specific needs. Key aspects of my experience and job profile include: Understanding and analyzing customer requirements to design customized solutions encompassing IVR, integrations, Value added application, BOT/Self-Service, and more. Proficiency in both on-premise & cloud solutions architecture and a comprehensive understanding of Call Recording, Routing, Reporting, IVR, CTI, Voice, and Digital Contact Center Technologies. Developing detailed technical solution Scope of Work documents with clear deliverables, timelines, schematic drawings, compliance measures, and Bill of Materials (BOM)/QRN. Providing advanced technical support, answering product-related inquiries, and delivering training sessions to sales teams as required. Supporting the technical aspects of RFPs and RFQs by offering solution configuration recommendations, creating architectural diagrams, and assisting in quote/schedule/contract/SOW preparation and modification. Consistently exceeding assigned pipeline targets and quota achievements through proactive engagement and solution-driven approaches. Collaborating with customers pre-RFP to influence technical specifications and align solutions with business objectives. Demonstrating expertise in technical design, including servers, storage, virtualization, networking, firewall, unified communications, and related technologies. Specializing in Cloud Services, IP Telephony, Call Center (Omni Channel experience), Converged Networks, Customer Interaction, Messaging, Collaboration, Mobility, and Virtualization. Showcasing performance excellence on Avaya platforms (IP Telephony/Contact Center/Enterprise & CC Value Added Applications) in sales and pre-sales roles. Managing purchasing processes, including obtaining quotes/pricing from vendors /partners / distributors, conducting price comparisons, and coordinating to meet customer price targets. Handling Sales order creation, coordinating with Operation & Project Teams, and managing Return Merchandise Authorization (RMA) processes. Regularly updating sales/technical teams on demo and testing equipment/items, and utilizing system configuration tools like Avaya A1SC and license generation tools such as Avaya PLDS.