• Responsible for executing technical software implementation tasks from project kick-off to go-live• Furnished status reports of technical activities against the program plan to ensure scope was on track and timelines on target• Led technical strategy and preparation sessions involving a broad spectrum of IT professionals from various functional disciplines with a focus on minimizing downtime and ensuring a seamless transition for end users• Performed evaluations of current infrastructure and applications to assess client readiness for Azure cloud migration while identifying potential opportunities for optimization and scalability in the Azure cloud environment• Engaged in hands-on setup, installation, and configuration tasks in real-time collaboration with customer IT resources, including SQL Server database administrators, desktop technicians, server and network administrators, and Citrix engineers• Facilitated user acceptance testing and addressed issues allowing a smooth transition to the new solution• Functioned as technical lead on go-live day• Provided post go-live support to ensure system stability and build user confidence• Completed over 100 technical implementation projects of varying scope and complexity achieving high level satisfaction metrics

• Led the end-to-end technical implementation process, including project scope definition, project kick- off, technical planning, hardware and software staging, go-live, and post go-live support• Partnered with field sales team to design creative solutions transforming technical sales obstacles into win-win solutions• Drove efforts to improve efficiency across project process workflows using Lean Six Sigma principles• Acted as primary contact for diagnosing and resolving technical issues related to newly onboarded clients• Created and maintained standard operating procedure documentation for technical implementation tasks

• Responsible for hardware preparation, configuration, shipment, and onsite installation• Advised newly onboarded customers on call flow design, facilitated testing and change control processes, and delivered finalized solutions• Showcased software features and capabilities to customers and prospects, catering to both technical and non-technical backgrounds• Designed training curriculum and conducted technical training to customer IT staff• Collaborated with the sales team to shift prospective customers' reluctance and apprehension towards IVR technology into acceptance and understanding