Sachin Pandit

Release Management Leader with over 11+ years of expertise in Contact Center Technologies, including Avaya IP Telephony, Unified Communications, NICE InContact, CX-ONE, Workforce Management, Zoom, CCaaS, and Cloud solutions. Proven ability in project management, solution delivery, and customer engagement, with specialization in designing and implementing complex Avaya platforms. Skilled in developing strong business cases, aligning release strategies with organizational goals, and delivering measurable ROI. Holds Avaya certifications as an Implementation Specialist (ACIS) and Support Specialist (ACSS).

• Spearheaded end-to-end release management for Avaya enterprise solutions and Microsoft OS updates (Nice–Verint) across global customers, delivering seamless deployments with zero business disruption.
• Partnered closely with customers, stakeholders, and cross-functional teams to design, review, and implement technology solutions tailored to business performance improvements.
• Led quarterly business reviews and client assessments by developing business cases, performing risk analysis, and ensuring implementation strategies were aligned with customer objectives.
• Demonstrated strong stakeholder management by engaging with senior leaders, vendors, and partners for change validation, planning, and approvals.
• Managed resource planning and workload allocation, ensuring timely delivery of releases while optimizing utilization.
• Defined and executed implementation and validation strategies, adjusting processes based on risk assessments and lessons learned.
• Applied problem-solving and critical thinking to resolve access, entitlement, and infrastructure challenges (e.g., RDM and Jump Box access issues).
• Built review frameworks and documentation from scratch when historical data was unavailable, ensuring transparency and audit-readiness.
• Supported financial and ROI analysis by aligning release timelines with operational budgets and customer contracts.
• Mentored and guided team members on process adherence, risk management, and technical implementation strategies.
• If required, handle pre-update activities such as patch file staging, backups/snapshots, and system configuration screenshots, and perform the patch installation as well.

• Administered and maintained Avaya CM, CMS, S87XX/S85XX Media Servers, and G650/G450 Gateways.
• Provided 24/7 support for installation, maintenance, and troubleshooting of Avaya voice systems.
• Managed Release & Change Management processes, ensuring minimal downtime.
• Performed system monitoring, log analysis, backups, and remote support activities.
• Ensured SLA compliance by resolving trouble tickets within defined timelines.
• Maintained and supported CMS & NICE applications.
• Conducted daily health checks, system alarms/notifications review, and routine operations.
• Executed firmware upgrades and configuration of Avaya G650 circuit packs (IPSI, MEDPRO, CLAN, VAL, DS1).
• Created and managed agent IDs, extensions, VDNs, vectors, and route patterns.
• Handled incident, problem, and change management in line with ITIL processes.
• Configured announcements, extensions, and vectors as per customer requirements.
• Monitored trunks, links, and traffic utilization.
• Performed monthly planned shutdowns and system maintenance activities.
• Generated and managed backup reports and documentation on a daily basis.
• Provided basic network and desktop troubleshooting to support business continuity.

• Administration and maintenance of IP Office with System Manager, SystemStatus and system Monitor
• Working on incidents & resolving the same
• Creating new users and extensions
• Administration of expansion modules, media modules, cards and Control Unit-Chassis
• Recording greetings and Auto attendant
• Program twinning button and customize user buttons
• Managing back up and configuration
• Extensions mapping for various services and functions
• Terminate DID numbers and lines using Incoming call routing
• Managing trunks and calls
• Changing user profiles
• Resetting voice mailbox – One X Agent password
• Providing music on hold service
• Worked with Partner phone system and partner ACS
• Recording with embedded voice mail
• Mobility functions for voicemail and other related features
• Recording greetings with phones
• MAC functions for Short Codes, Hunt groups, Time profiles, User rights
• DND and call forwarding services, Personal Dictionary- Contacts
• Removing users

• Raise trouble tickets with Avaya for service outages, RMA, and upgrades; track Service Request (SR) status and ETA/ETR.
• Manage multiple vendors including Converge One (SPS), AT&T, Avaya, Spencer, Lucent, MetTel, Granite, Century Link, etc.
• Evaluate requirements for all store projects, provide cost estimates and timelines, and place equipment and telecom orders.
• Collaborate with store managers and associates to assess systems, determine telecom needs, explain options, prepare designs, and coordinate installations.
• Provide ongoing technical and operational support for telecom systems in North America; work with maintenance services and assist store associates.
• Manage, administer, and configure Spectra Link 8400 wireless, other SIP phone endpoints.
• Coordinate moves, adds, and changes of telecom equipment: obtain estimates, software changes, schedule service, and maintain inventory.
• Order and coordinate installation of analog circuits (POTS lines), PRI’s, and other circuits as required. Maintain records, directories, logs, and files related to stores.
• Respond to technical emergencies during 24-hour rotating on-call duty.

The above statements are true to the best of my knowledge and belief.