• Contact Center Voice engineer for International Projects, including Genesys SIP environment, Genesys Routing, Session Border Controller, SIP Endpoints, and the tools to monitor, alert, and troubleshoot the solutions.• Ownership and management of the International Projects CCTech environment to ensure application and hardware deployment is optimised for the region.• Ownership and accountability for CCTech environment readiness, ensuring the platform is appropriately scaled to meet business need.• Ensure all technical solutions are thoroughly tested prior to implementation, thereby minimizing or eliminating any service interruptions. • Support of CCTech initiatives as they relate to the Voice platform, working with the global and regional teams to identify and define deliverables.• Identifying system and process improvements relating to the Contact Centre Voice Platform and recommending new solutions and system utilization.• Provide a clear line of sight for the Agent/Client experience, while mitigating operational, financial and reputational risk.• Tier 2/3 Operational support of the end-to-end Contact Centre Voice solution, taking ownership of mitigation, resolution and followup for impactful P1/P0 incidents and lower priority recurring issues.• Research reported issues to find resolution through log analysis, problem replication, knowledgebase searches, and peer collaboration.• To be the escalation support interface with customers and partners when necessary and to ensure that the company is represented in the most positive manner at all times.• Responsible for leading & supporting high performing team through an ongoing change to maximize business performance.• Carry a support phone and on support duty rotation (including weekends), as part of a global 24*7 support team.

(1) Bharti Airtel -GVP Autodialer Project (Bangalore, Karnataka)Project Duration: Start: July 2010 End: Nov 2011(2) ICICI Bank - Genesys Inbound/Outbound Project (Mumbai, Maharashtra)Project Duration: Start: Nov 2011 End: May 2012

Roles and responsibilities:- * Independently designed and executed business catalog for infrastructure support and development.* Aligned office departments and increased inter-department communication and data sharing.* Recommended architectural improvements, design solutions and integration solutions.* Effectively managed a high-volume of inbound and outbound customer calls.* Resolved service, pricing and technical problems for customers by asking clear and specific questions.* Managed high call volume with tact and professionalism.* Initiated operations improvements to improve overall call center productivity.* Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.* Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.* Performed initial client assessment and analysis to begin research process.* Analyzed departmental documents for appropriate distribution and filing.* Assisted various business groups with document organization and dissemination during acquisitions.