Avaya Certifiedimplementationspecialist Avaya Aura Contact Centre 6.2 (6202)

Avaya Certifiedimplementationspecialist Avaya Aura Contact Centre 6.2 (6202)

Name / Mr Rafal NOWAK
Address / 18 Adams Quarter
Tallow Road
United Kingdom
Telephone / +44 (0) 7858 428 292
LinkedIn /
E-mail /
Date of birth / 13.10.1975
Certificates & Accreditations /
  • Avaya CertifiedImplementationSpecialist – Avaya Aura Contact Centre 6.2 (6202)
  • Avaya Certified Support Specialist – in progress
  • Nortel Certified Support Expert – CS1000 Installation and Troubleshooting – SR3372606 – Avaya Accredited
  • Nortel Certified Technology Expert – Converged IP Networks – SR3372606 – Avaya Accredited
  • Nortel Certified Account Specialist - Enterprise Solution – Data
  • Nortel Certified Support Specialist - VoIP Succession 1000/1000M Rls. 3.0 Installation & Maintenance
  • Authorization to exploitation of electric devices up to tension of 1 kV - cat. E

Professional skills and competences summary /
  • Highly experienced and skilled, hands on professional, managing large scale, multi-site telecoms projects covering new implementation, upgrades or migrations
  • Strong team player with ability to manage experienced team of professionals acts as mentor to colleagues with less technical knowledge
  • Strong decision maker in critical situations. Do not undergo in such cases superfluous emotions.
  • Flexible to meet changing project requirements in order to fulfil the customers’ expectations
  • Communicative and assertive, dealing with demanding and high pressure clients face to face
  • Legacy TDM PABX experience in design, engineering, support and consultancy across different vendors since 1995
  • Dealer board-trading systems engineering since 1997
  • IPT Convergent Networks and Contact Centre Solutions experience in operational, support, engineering, design and architecture validation for above 15+ years
  • Comfortable working in a multicultural environment, working daily and on-call rota with multiple remote sites and supporting multi-vendor equipment across EMEA, APAC and Americas
  • Good Project Management skills experienced in telco vendor management with project implementation, scheduling and coordination.
  • Deep technical understanding of the supported voice converged technologies
  • Capable to apply proven troubleshooting techniques to a wide range of convergent UC platforms.
  • Quickly and effectively diagnose nature of the problems leading to the timely resolution
  • Problem & incident management experience in ITIL environment
  • General good knowledge of PSTN rules and dialling plans across EMEA, APAC,US

Data comms / TCP/IP routing & switching, Ethernet, ATM, MPLS, Frame Relay, WIFI, WLAN, TCP, UDP, DiffServ, RTP, SRTP, PPP. RIP, Data Centre oriented
Voice Legacy TDM and IPT / Avaya Aura Contact CentreAvaya Session Manager, Avaya Enablement Server, Sip Eneblement Server, Avaya Experience Portal, Avaya Voice Portal, Agile Communication Environment, Avaya Communication Server 1000, Avaya Call Pilot, Avaya Messaging Server, Orchestration Designer, Acme Session Border Controller.
Meridian1 rel 14 – 25.40B, Succession rel 2&3, Communication Server 1000 rel 4 up to 7, Media gateways 1000B, 1000T,1000E, SBO, NRS, BCM 50 -400, Call Pilot rel. 1.07 up tu rel. 5, VGMC, Conference Bridge, MIRAN, Meridian Mail rel 8 up to 14, Symposium 4 and 4, Contact Centre 6 all applications, Application Builder, SRG, etc. NRS Linux based, ECM, IP Phones 2xxx series, 11xx series 12xx series, soft phone 20xx, IVR Auto Attendant
ITS Digital Platform pV405i, pVs81i, pVm5i
Selta Telematica
Audio Codes, MS OCS2007
R2MF, DPNSS, DASS, QSIG, EuroISDN, H.323, SIP, X.25, Q.931, NI
other countries PPT's dialling plans and patterns. Country based ISDN signalling types, Cisco Call Manager 4, 5 and 6, Cisco Cube, MS OCS2007
IP Telephony / SIP, H.323, H.226, H.225, H.248, MEGACO, QoS, FAXoIP, VoIP, RTP, SRTP, MGCP, IP Phones, Soft Phones, Gate Keepers, Media Gateways, IP based recording, VoIP dual streaming, etc. IP soft switch, Asterisk, IP Contact Centre, IP Attendant, SIP based on-net routing, multi-vendor integration, one-X, TLS, SRTP
Unified Communication / Avaya CS1000, Avaya Aura Contact Centre, Avaya CallPilot, Nortel Convergent Office, OCS2007, Lync2010, Call Pilot MS Exchange integration, CC6 CCMS Web integration, Cisco Call Manager, Asterisk, Genesys, OCS 2007 R2, Agile Communication Environment, Nice, Verint, Lync 2010, one-X
Network management and tools / Nortel ECM, NMS, HP OpenView, MS Office, Visio, NET IQ, ZOC, Wireshark, Network Nightmare, ProCom, Citrix, and many more.
OS / Microsoft Windows Server 2008 R2, Microsoft Win NT server, Win 2000 server, Win 2003 server, SUN Solaris, Linux Red Hat, BSD, VxWorks, Windows 95, Win2000, WinXP, Vista, MacOS 9.2, MacOS X
Applications / MS Office, Project, Visio, Lotus Notes, Wireshark, sniffing application, Net IQ, SNMP management, others...
Misc / Wide range of VoIP net tools not listed above
Perl, HTML,PHP, XML, REXX programming
Web design, graphical design, voice announcements recording
Adobe Graphic suite, Steinberg Cubase, WaveLab, Pro Tools,
Work experience
• Dates (from – to) / 07.2011 – to present
• Name and address of employer / Thomson Ltd (TUI)
in co-operation with T-Systems as contractor at Siptel Ltd

• Position / Senior Project Engineer

At the time largest Data Centre oriented SIP Contact Centre roll out for nearly 3000 active agents located on High Available Avaya Aura Contact Centre 6.2 fully redundant solution. The project contains multiple countries locations with ability to fully utilise soft based Avaya Aura Agents Desktop application embedded with H.323 one-X agent. Voice clients where located on CTI enabled Avaya Communication Manager 6.1 providing only voice path to the agents. All call routing decisions are made within the SIP based AACC 6.2 and Avaya Session Manager 6.1 with termination point on Acme Session Border Controllers as secure gate to the COLT SIP network.

The project deliverables require migration from actually used voice only based Genesys call centre solution to Next Generation IP Multimedia capable Contact Centre. Lync 2010 CTI integration for presence and IM collaboration implemented and tested. Work Force Optimization, Quality Monitoring & Call Recording over SIP with Verint 10.1 in place. Web Communications, Email and Voice Mail queuing also delivered. Real Time collaboration and Statistics with multiple Active Directory forests implemented and tested against security and network performance. SIP trunking to COLT across UK, EU, Switzerland and Ireland, Call Back Assist with Avaya Experience Portal and Call Back Request within the call flows for voice and multimedia features on additional Professional Services activities basis.

• Main activities and responsibilities /
  • Managing largest at its scale Next Generation multimedia enabled IP Contact Centre solution based on Avaya Aura Contact Centre 6.2 and Avaya Communication Manager 6.1, Session Manager 6.1 and Aura Enablement Service 6.1 spread between multiple countries.
  • Providing technical input to the currently customer provided design acting as Technical Design Validation subject matter expert
  • Managing proof of concept environment validating actual architecture and design
  • Co-operating with Avaya Architecture teams on specific customer deliverables and resolving ongoing issues
  • Managing T-Systems teams as Data Centre owner, delivering hardware and base software to the customer
  • Managing AACC 6.2 components implementation, commissioning and configuration as planned
  • Responsible for ATP testing and handover to the customer
  • Providing input to all technical pre and post implementation documentation and project updated within the time line.
  • Acting as focal point to all technical related matters between vendor and the client
  • Building master schema for call flow applications. Scripting in Orchestration Designer.

• Dates (from – to) / 09.2011 – 03.2012
• Name and address of employer / Elsevier Ltd – Reed Elsevier
in co-operation with CBTS – Cincinnati Bell as contractor at Siptel Ltd

• Position / Senior Project Engineer

Migration project from Genesys to Avaya Aura Contact Centre 6.2 SIP based solution with one-X ACM 5.2, SES and AES 5.2. The scope of work was to provide to the customer High Available Contact Centre located in UK.

• Main activities and responsibilities /
  • Managing implementation of SIP based IP Contact Centre Solution based on Avaya Aura Contact Centre 6.2
  • Providing technical input to the currently customer provided design acting as Technical Design Validation subject matter expert.
  • Managing AACC 6.2 components implementation, commissioning and configuration as planned
  • Acting as focal point to all technical related matters between vendor and the client

• Dates (from – to) / 05.2009 – 07.2011
• Name and address of employer / ABITEL – (Contract)
• Position / Nortel Architecture Engineer
• Main activities and responsibilities /
  • Mainly acting as architecture or design consultant for multiple customers across UK, Europe and Eastern Europe preparing wide range of solutions based on Avaya CS1000 IPT and convergent applications portfolio. Focused on building solutions to inter networking to other vendors as well as designing or re-designing VoIP and TDM based large voice networks.
  • Designing of IVR Contact Centre solutions based on Nortel CC6, Avaya CC7, AACC and Avaya CallPilot applications as well as integrating with Genesys or Periphonics IVR and other vendors.
  • ACE eCommerce application design and integration with multiple vendor environments like ACS, ACM, OCS, Cisco, Asterisk, Genesys SIP server
  • Support of Avaya CS1000 range IPT systems including problem resolution, fault isolation, patching, system security checks, data bases issues, etc.
  • Problem solving of Call Pilot, Symposium 4 and 5 and Contact Centre 6 servers including backups, Meridian Mail to Call Pilot migrations, after crash recovery, remote diagnostics, stabilising systems, patching
  • SIP, H.323, IP Phones, NRS, Media Gateways, SigServers fault findings and problem resolution
  • Network sniffing against VoIP QoS issues.

• Dates (from – to) / 01.2008 – 04.2009
• Name and address of employer / Shell Gas & Oil
through AT&T Live Cycle Management
• Position / Nortel Voice Engineer - Technical Project Lead (contractor)
IPT Team
located in Leidschendam – The Netherlands office.

At the time the largest Global IPT roll-out for 150k+ , managed centrally from The Netherlands. Hired by Shell as technical in house advice responsible for all technical design validation and responsible for all configuration changes preparation and in-flight implementations on current systems to stabilise and bring configurations to Shell written standards. Solution delivered was based on Nortel designed Shell-only patches and very specific system configuration which differed from “normal” CS1000 Rel. 4.5 implementations. I was working closely to Nortel Architect & Design Dept. to simplify and clean up poorly delivered solutions at the time. CS1000 Rel. 6 called Private E.164 on-net routing becoming a part of software package on new CS1000 Rel. 6 Nortel systems. This solution was delivered to Shell only on CS1000E Rel. 4.5 and Rel. 5 as set of designer patches and require very specific set-up

In March 2008 initiated Global Stability Program where all aspects of IPT systems issues and impacts determined and started an initiative to look at how to improve the solutions.

A NCSE recognised design technical authority validating design and technical implementations-based on customer (Shell) requirements. I was responsible for feature development as well as managing upgrades to Nortel Rel. 5 from design to and implementation to comply with Shell Global Standards. I was a focal point in the IPT Team – and owned and created major elements of the Standard Shell IPT configuration (known as the GST). I was responsible for designing, developing and documenting all features and services available to customer. I carried out technical planning of remaining system upgrades using Test-Lab preparation and GST updating when necessary.

I was involved with developing a least cost routing SIP based solution integrating multiple vendor equipment with CS1000E Rel.5 using E.164 private on-net routing (New CS1000 Rel. 6 feature) and multiple in-flight projects started in Shell and awaiting final solution delivery. My last project at Shell involved with CC6 and Genesys development and interconnecting to the Shell infrastructure at the time. Applications in scope CCMA, CCMS, CCMM, CCT on rel. 6

• Summary of activities and responsibilities /
  • Professional Services activities during Shell IPT roll out across globe. Technical Validation Expert responsible for architecture and design validation in term of implementation possibilities covering Shell only solution based on Avaya CS1000 solution
  • Preparing upgrade and migration plans on currently used systems accordingly to agreed design and architecture
  • Working closely to vendor architecture team resolving problems during proof of concept testing
  • Design and development of Nortel based IVR solution for Shell offices.
  • Developing new futures to meet customer requirements
  • Continuing Global Stability Program initiated early with Shell
  • Personally involved and responsible for major upgrades on CS1000E 4.5 to rel 5 platforms.
  • Supporting new AT&T 3rd Level support from US to enjoy new customer like Shell by introducing to them Shell solution.
  • Preparing how-to documents covering Shell only features for quick and easy use available to installation and support engineers
  • Supporting of CIM Contact Centre solutions in terms of workability and co-operability with Shell network.
  • 3rd level global technical support on SC1000 rel.4.5 & rel. 5, Gate Keeper, NRS, Call Pilot 4 & 5, Contact Centre 6 CTI, VoIP H.323. & SIP, QSIG, DASS, DPNSS, etc. Meridian IP Phones covering users globally comply to ITIL Shell processes
  • Cooperating with Project Managers to implement scheduled projects by reviewing them for potential bottlenecks in terms of technical possibilities and time scales
  • Providing technical consultations to Project Managers and pre-sales engineers to prepare final project solutions based on sales offers for internal Shell Group customers
  • Improving current network routing based on SIP & H.323, QSIG, Euro ISDN, DASS, DPNSS
  • Co-operating with Nortel architects to improve Shell only global solution based on customer specific Dial Plan Patches. Working on it as Beta user tester where that functionality become a part of rel 6 in near future
  • Introduced global process based on E.164 private routing to simplify current, highly complicated set-up
  • Responsible for proof of concept lab tests integration of Microsoft OSC SIP based as well as Cisco Gateways and Call Manager SIP based
  • Supporting current solutions delivering help to 2nd support line and fixing problems. During that co-operating with Nortel NTS or GNTS closely and dealing with CSR tickets
  • CO-operating with Nortel experts building and delivering specialized patch Dependency Lists to cover Shell’s specific expectations
  • Involved and responsible personally for stabilize biggest and most important for Shell Group system within internal network

• Dates (from – to) / 10.2007 – 01.2008
• Name and address of employer / Connect Communication Ltd (UK)
• Type of business or sector / Nortel Support Engineer (contractor)
located in London office.

As NCSS responsible for day to day maintenance and installations of CS1000 Rel 4.5 & 5 systems as well as Call Pilot and CC6 solutions

• Main activities and responsibilities /
  • 3rd level technical support on voice products Meridian1 rel. 21 up to Communication Server 5, Gate Keeper, NRS, Call Pilot 1.07 up to 4.0.4, Meridian Mail, Symposium Server 4 & 5 including Symposium Express and related applications, Contact Centre 6, VoIP H.323. & SIP, Meridian IP Phones
  • Main activity in field engineering – resolving technical issues
  • Patching Meridian1/Succession/Communication Server 1000

• Dates (from – to) / 09.2005 – up to day
• Name and address of employer / ABITEL
• Type of business or sector / Independent consultant, freelancer working as contractor for Nortel partners across Europe.
Nortel Certified Support Expert – CS1000 Rel. 5 Installation and Troubleshooting
Nortel Certified Technology Expert – Converged IP Networks
• and responsibilities / Installation, configuring, commissioning and maintaining of Communication Server 1000
technical consultations about implementing, upgrading of Nortelnetworks Voice products CS1000, Call Pilot, etc
resolving technical issues for local (Poland) Nortelnwtworks partners (Kapsch, others non certified with Nortel)
all other activities as doing in the past
• Dates (from – to) / 09.2005 – 09.2006
• Name and address of employer / Kingston Communication (HULL) PLC – AFFINITI
• Type of business or sector / Nortelnetworks distributor – Telecom sector
• Occupation or position held / Engineering Field Specialist – Field Support Specialist
Customer Service & Operations – London City
reporting directly to Regional Manager
main customers: HSBC, Barclays, Thames Valley Police, Alexander Forbes, Hogg Robinson, Johnson & Johnson
• Main activities and responsibilities /
  • 3rd level technical support for local engineers directly on site – voice products Meridian1 rel. 21 up to Communication Server 4.5, Gate Keeper, NRS, Call Pilot 1.07 up to 4.0.4, Meridian Mail, Symposium Server 4 & 5 including Symposium Express and related applications, VoIP H.323. & SIP, Meridian IP Phones, Periphonics IVR
  • Resolving issues instead of Technical Support Dep.
  • Patching Meridian1/Succession/Communication Server 1000
  • Providing technical trainings regarding architecture of Meridian/Succession voice portfolio and applications for local engineers and customer administrators
  • Installation, migration and upgrades of Meridian1, Succession 1000/1000M , CM1000E rel. 15 – 4.50W, Call Pilot rel. 1.07 up to 4.04, Signalling Servers, NRS, Branch Office and related applications
  • Supervisory of installations CM 1000 all platforms including Signalling Servers. Up to release 4.50W
  • Installing, maintaining and patching SCCS up to rel 5.0 and Contact Centre Multimedia 6
  • Cooperating with Team Leaders to schedule planned jobs
  • Cooperating with Project Managers to implement scheduled projects
  • Supervisory of installations and implementations based on customer requirements
  • Preparing project task lists and implementation schedules regarding to planned installations and upgrades.
  • Migrations of Meridian Mail to Call Pilot and Meridian1/Succession to Communication Server 1000M
  • Migration H.323 VoIP network to IP Peer Networking and SIP based network on Succession/CM 1000 products

• Dates (from – to) / 02.2005-08.2005
• Name and address of employer / ASPTEL Services Ltd.
• Type of business or sector / Nortelnetworks accredited maintainer partner
• Occupation or position held / Senior Engineer
main customers: Sheraton Hotel, Reuters, Thomson Multimedia, GSK
• Main activities and responsibilities /
  • Responsibility for 3rd level customer technical support
  • Resolving technical issues instead Nortelnetworks Tech Support
  • Technical support for internal engineers
  • Installation and Upgrades of Meridian1 systems
  • Designing of Succession 1000 system for new installations and upgrades
  • Designing applications such like Call Pilot, SECC, SCCS, Nortel IVR to upgrades and new installations
  • Designing of new VoIP infrastructure based on Nortelnetworks products