Ambrish Sharma Email and Phone Number

Reponsibilities Include:Leading the Hosted Contact Center project implementation for TTSL SLA/KPI formulation & deliveryContract ConstructionService Delivery including operational rollouts, Incident, Change and capacity managementNew solution designing and Implementation

Responsibilities: Service Delivery of a Telco sector client for Contact Center Technology project. Ensuring the uptimes are maintained as per committed SLAs Responsible for getting the CCT business needs fulfilled as per the requirements. Handled the transition of the incumbent voice infra from Avaya platform to Cisco Voice platform. Responsible for new operational rollouts, people management, SLA management Maintaining the CSAT of the account… Show more Responsibilities: Service Delivery of a Telco sector client for Contact Center Technology project. Ensuring the uptimes are maintained as per committed SLAs Responsible for getting the CCT business needs fulfilled as per the requirements. Handled the transition of the incumbent voice infra from Avaya platform to Cisco Voice platform. Responsible for new operational rollouts, people management, SLA management Maintaining the CSAT of the account Maintaingin Cost of delivery as per the AOP Responsible for year on year business transformation Reduce the operational costs & enhance the gross margin of the account Show less

1. Worked as Program Manager for the Managed Services Project for a Telecom SP clientmanaging the team of about 50+ technical professionals across various regions in India providing 24x7 support for Call Center Technology on Nortel CCT products. 2. Handled the role of Program Manager for the client in Finance sector having the Call center operations of Credit Card business for both inbound & outbound setup on Aspect technology. Managed Service delivery & CCT operations… Show more 1. Worked as Program Manager for the Managed Services Project for a Telecom SP clientmanaging the team of about 50+ technical professionals across various regions in India providing 24x7 support for Call Center Technology on Nortel CCT products. 2. Handled the role of Program Manager for the client in Finance sector having the Call center operations of Credit Card business for both inbound & outbound setup on Aspect technology. Managed Service delivery & CCT operations. Responsible for timely Billing & collections from customer as per MSA. Responsible for renewal of existing contracts & exploring new business opportunities with customer. Show less

Worked as Program Lead for the Managed Services Project for one of India's leading Telecom service provider thereby managing the team across various regions in India providing 24x7 support for Call Center Technology on Nortel CCT products. Handled various projects & rollouts in Call Center Technology for the client..

Worked as Team Leader for Nortel IVR domain. Responsible for designing IVR call flow Applications for Airtel customer care.Maintaining and Troubleshooting for all the IVR outages across India for Airtel and responsible for over all uptime of IVR. Handed all the IVR related Change-Requests for across India Airtel sites by analyzing the technical impacts & then designing applications. Front ending all the IVR related cases with Nortel(GNTS).

Worked as application developer & site engineer for Nortel IVR domain. Responsible for CRs in IVR call flow Applications for Airtel customer care. Maintaining and Troubleshooting for all the IVR outages across India for Airtel.