Huda Parkar Email & Phone Number

London Area, United Kingdom

London Area, United Kingdom

• Led cross-functional teams in the planning, execution, and delivery of strategic clients initiatives and technical projects related to Digital/ Messaging Contact Centers. Developed and maintained project plans.
• Identified project risks and developed mitigation strategies to minimize impact on project timelines and deliverables.
• Provided regular updates to senior management on project status, milestones, and key performance indicators.

Dubai, United Arab Emirates

• Owned IP Telephony/ Unified Comms/ Contact Center apps within the group to maintain an SLA of 99.9% using ITIL concepts. Products included – PABX, IVRs, complex routing, agent interfaces, call recording, quality.
• Managed technology transformation projects by aligning with cross - functional teams to provideTelephony and contact center products to business stakeholders. Develop business cases for producing projects – starting.
• Led business discovery sessions to identify stakeholders’ business, functional, and technologicalrequirements and implemented solutions to meet those requirements. Assisted users with solution adoptionby educating them.
• Accessed latest technology trends by liaising with various technology partners to find the best technology fit for business cases, create requests for proposals and costing proposals as per stakeholder requirements.
• Tracked project progress by creating plans, setting up status meetings, managing budgets, ensuring timely delivery of critical tasks & milestones. Accessed risks of projects and managed them.
• Supervised and mentored junior staff, offshore vendors/ contractors to maintain project and operational excellence.

Dubai, United Arab Emirates

• Requirement gathering, design, development, implementation, and documentation for Contact Center based Applications – Windows/Web-based solutions CTI, Web Services, IVR solutions for various clients (Emaar, ADSEC.
• Implemented of WFO solutions – Contact Recorder, Quality Monitoring & WFM.
• Liaised with client in problem solving, project status updates and gathering performance analysis.

Dubai, United Arab Emirates

• Implemented Contact Center Applications - IVR, CTI & Call Accounting Software for various corporate clients; Dubai World, Burger King, Abu Dhabi Media Company, Federal Electricity & Water, Emirates Identity Authority.
• Designed and developed.NET based Reporting Solutions, integration with other customer specific databases or third party middleware via Web Services, external APIs etc.
• Extensive Documentation for entire project life cycle starting from Project Planning, Business Requirements gathering \ Scope of Work, Applications Design till Project handover and maintenance support.
• Prepared and reviewed detailed Request for Proposals. Assisted sales Team in preparing effective Technical Proposals.

• Collaborated with the team in overall requirements gathering, analysis, design, development, testing, and implementation of software applications across various platforms for a major stock exchange.
• Requirements analysis, re-designed and developed various router, inquiry, and validation processes on Linux FT (Fault Tolerant) servers using C/C++ and MySQL.
• Migration of Trading System Front End from X.25 to TCP/IP or UDP protocol (Socket programming / messaging layers).

Dubai, United Arab Emirates

Active Member of team of 3 involved in putting together the Quality Management System for CEM through ISO 9001:2000 Certification. This involved GAP Analysis, Project Planning, Identification of Processes, mapping out all the processes involved, Documentation of Processes, Training Staff, Conducting of Internal Audits and Representing CEM during the Final.

Global Mba, Distinction

Live Business Project on 'Utilising Artificial Intelligence to Supermarket Loyalty programs via personalising experiences'

Be(Hons), Computer Science, Cgpa Or 8.9 On 10