Amit Singh Email & Phone Number

Vancouver, Canada Area

• During this role, I hold accountability to manage the delivery of contractual obligations and value-added services to one of the largest beverage companies in the world. I provide thought leadership to the global.
• Successful implementation of Chat Bot to left shift voice call volume from 12% to 40%.
• Achieved 25% Zero Touch through Chatbot/Virtual Assistant Usage with Gamification.
• Secured the highest CSAT scores resulting in multi-year contract renewals by maximizing customer satisfaction.
• Increased the CM% on the account by 6.8% by annual savings and upselling.
• Reduced annual infrastructure costs by 15% and Mean Time to Resolve (MTTR) by more than 60%.

Noida Area, India

Calgary, Canada Area

During this role I'm managing telecom infrastructure transformation project for our client who are amongst the leaders in Oil and Gas, Mining, Manufacturing, Power, and Infrastructure services in Canada as well as across globe.

Noida Area, India

Lausanne Area, Switzerland

Manage Telecom Infrastructure of Orange Switzerland SA.

Noida

• Planning & implementation of joint Telecom infrastructure of iGate and Patni
• Unified Telecom architecture for 25K users in iGATE Patni
• UCCE suite installation at US datacenters and US & India delivery centers
• Migration of telecom infrastructure from traditional AVAYA TDM to Cisco UCCE VOIP architecture
• Integration of AVAYA PBX with Cisco UCCE to achieve interoperability with agent login feature
• BFSI (company owned by IGATE) contact center telephony migration from customer voice platform to IGATE UCCE setup with 100+ numbers and CC agents

Noida

• Administration/Maintenance of Cisco UCCE 7.X
• SPOC for all voice/telecom issues across globe at iGATE Patni
• Administration/Maintenance of AVAYA S8730 Media Server and CMS R13.
• Maintenance of Voice/Screen Loggers NICE Perform (3.1) functionsand services
• Rich experience as a Voice SME for VOIP (CCM, UCCE Enterprise,
• Cisco Voice Gateways and Unity Server 7.X, Cisco Interaction Manager 7.X)

Noida Area, India

Worked as Assistant Manager and was responsible for management of Avaya & Cisco IPT- ICM at PATNI Computers;Management of CVP, VXML and AW/HDS servers;Provide consultancy and resolutions on voice related issues and challenges

New Delhi Area, India

• Management and administration of EPABX functions of clinet side at Vodafone (Hutch)
• Addition /Deletion/Modification of agents ID’s and phones
• Creation of VDN/Agent ID’s/Vectors/Splits etc. for call routing.
• Installation of DS1 (E1) cards as per the expansion requested by customer.
• Maintaining of IVR call flow as per the requirement
• Management of Voice Logger functions & services.

New Delhi Area, India

• Creation of Trunk groups, VDN, Hunt Groups, Vectors, agent’s login id and stations.
• Administration of Voice Mail system and recordingannouncements for different portfolios.
• NICE call recording suite administration and support
• Davox dialer administration

B.E., Electronics And Telecommunications

10+2, Science

Education record