Managing the customer success & services team serving worldwide cloud contact center customers (Genesys Cloud products) & managing Data Science Analytics team

Managing the professional services team serving worldwide cloud contact center clients

• Establish and maintain the overall plans for executing all DR procedures and understand their interdependencies.• Act as a Listening and Learning centre, through the consumer/vendor interactions collect intelligent information which can help the organization to design processes which will make it Easy and Simple for the Customers & Vendors• Establish and maintain detailed DR communications and command and control plans through a change management process.• Work with the IT technical staff to ensure that disaster recovery solutions are adequate, in place, maintained, and tested as part of the regular operational life cycle.• Develop and understand all testing necessary for a successful DR execution.• Schedule and lead all DR exercises.• Managed product development team for Robotics Automation Software• Work with clients for Robotics automation implementation and ensure successful implementation and signoff.

* Responsible for developing and maintaining a detailed project plan providing daily direction to project teams, overall work plan and status reports on all project activities. * Taken care of estimating work effort, timelines, skills and the quantity of required resources, delivering high value products on schedule and budget. * Combination of technical and functional role for contact centre projects* Worked closely with end users at customer premises, across cross-functional teams, monitor overall progress, lead weekly status meetings with key stake holders and teams. * Coordinate and communicate the appropriate corrective actions and changes to team members and managers. * Responsible for developing and managing relationships with the end customer ensuring that their needs are met and exceeded* Responsibility for integration and alignment of all internal and external stakeholders’ projects and activities* Project Planning in terms of talent building / retention and Skill Enhancement* Training/Mentoring the team members * Training, support, issue resolution, project handover and customer acceptance* Offshore delivery management in compliance with the SDLC process* Design, development & Implementation of IVR solutions in contact centre* Requirement analysis, efforts estimation, Technical solutions, Consulting* On-shore/Off-shore Team Co-ordination and Management of Team members* Administer the change control process * Creation of Requirement analysis, Design document, Test plan for all the IVR projects.* Genesys Voice Platform 8.1, Genesys Composer 8.1, Genesys Framework, Genesys Outbound (OCM), Genesys eServices, VHT* Avaya Interactive Response 4.0, Avaya Voice Portal, Avaya Experience Portal. Application development in Avaya IR, Dialog Designer, Orchestration Designer.* Webservice integration of IVR with TIBCO and other middlewares* Integration of IVR with Oracle Database for call reporting

• Successfully implemented full contact center solution for several clients in the UAE and Qatar• Responsible for creation of SOW, efforts estimation, Project analysis, Application Design • Responsible for maintaining contact center 24/7. Responsibility includes Engineer’s Shift handling, escalation of issues, end to end issues handling in Contact center.• Maintained the team for providing L2, L3 support for the contact center operations• Participation in budget allocations meetings with the management and responsible for completing the project within the budget and timelines• Working Knowledge of Nortel MPS, developing knowledge of IVR Application with Peripro3.0/3.5 for Nortel IVR, working knowledge of NCR, Witness and Verint Quality Monitoring applications.• Implementation of MPS Servers, Speech Servers, Witness Call Recorders, Witness Quality Monitoring, Verint Call Recorders, Verint Quality Monitoring, Genesys Architecture, GVP8.0

• Successfully implemented contact center solution for IRCTC (Indian Railways)• Creation of Requirement analysis, Design document, Test plan for all the projects.• Project Planning in terms of talent building / retention and Skill Enhancement.• Resource management in the Call Center practice. • Contact center solution Avaya/Nortel CS1000, MPS 1000, Nuance Speech servers, Verint Call recording solution• Development of speech applications. Application implementation at client premises

• Implemented call center solution for various clients in India• Creation of Requirement analysis, Design document, Test plan for all the projects.• IVR Application development in Nortel platform and testing. • 24/7 support for the contact center applications• Application implementation at client premises

• Responsible for customer complaints & escalation• Taking ownership of customers issues and following problems through to resolution• Keep accurate records and document customer service actions and discussions