I am a Senior Cloud Infrastructure Engineer at Elite Group holding, where I plan and manage contact centers and call flows for our global travel business, ensuring the best outcomes for our customers and partners. I also troubleshoot and resolve issues with complex VoIP systems and work with vendors if required. With a Bachelor's degree in Telecommunications Engineering and over 10+ years of experience in unified communications and UCaaS, I have developed strong skills in customer service, requirements analysis, managed services, voice over IP (VoIP), contact center management, IVR management, workflow management, basic cloud VoIP infrastructure, call recorders, session border controllers (SBC), call servers, session initiation protocol (SIP), instant messaging, root cause analysis, work force management(WFM), and documentation. I am passionate about delivering high-quality solutions and services that enhance the travel experience and create value for our clients and partners.