Poonit M.
About Poonit M.
Poonit M. is a Senior Implementation Engineer at Calabrio, Inc., where he leads the deployment of the Workforce Optimization Suite and provides training for new engineers. He has extensive experience in technical support and systems engineering, having worked for companies like Aspect Software and Verint.
Work at Calabrio
Currently, Poonit M. serves as a Senior Implementation Engineer at Calabrio, Inc., a position he has held since 2020. In this role, he leads the deployment and configuration of Calabrio's Workforce Optimization Suite, which includes Quality Management, Workforce Management, and Analytics. He collaborates with sales and project managers to review Customer Solution Design documents, ensuring that project phases are executed successfully. Additionally, he provides training and mentorship for new implementation engineers through shadowing and the creation of custom documentation.
Previous Experience
Before joining Calabrio, Poonit M. accumulated extensive experience in the technology sector. He worked at Verint as a Systems Engineer from 2010 to 2020, where he focused on system engineering tasks. Prior to that, he was employed at Aspect Software as a Technical Support Engineer from 2005 to 2011. His career began at Stream Global Services, where he worked as a Help Desk/Customer Service Support Technician from 2004 to 2005.
Education and Expertise
Poonit M. earned a Bachelor's degree in Marketing and Management Information Systems from the University of South Florida, where he studied from 1999 to 2002. His educational background provides a strong foundation for his work in implementation engineering. He is proficient in SQL versions 2016, 2018, and 2019, and has experience with Windows Server versions 2016 and 2019. His technical skills also include IP Telephony configuration and troubleshooting for various platforms such as Cisco, Avaya, UJET, Amazon Connect, Five9, and Twilio.
Technical Skills and Contributions
In his current role, Poonit M. handles Single Sign-On (SSO) configurations with providers like Azure, Active Directory, Okta, and PingFederate. He actively documents field-discovered software defects for software development teams, contributing to the improvement of software quality. Additionally, he assists in developing and reviewing best practice implementation processes for the CPS Help Desk and creates how-to videos and Confluence articles to support knowledge sharing.