• Maintaining top line growth through organic and new business development, relationship management, understanding/translating customer business requirements into functional/technical networking requirements, supporting sales by articulating and defending the proposed solution to the customer.• Evaluating and qualifying technical feasibility of the solution as per the organizations operational capabilities.• Looking after major enterprise accounts and brands. Identifying new products/ services which will benefit Customers by leveraging Mobile/land line.• Forecasting and planning to meet manpower and infrastructural resources as per the organization needs.• Create strategic partnerships within the organization as well as with vendors in order to achieve positive business and IT results for their best capabilities and assistance.• Realize significant improvements and efficiencies by performing in-depth team management and pro-active processes, technology based analysis and code reviews to maximize productivity.• Led technology, solution and developers teams.• Some of the major projects handled- Indiamart, Telexo, Hindustan Times, Lumata, VideoCon, TechMahindra, Amar Ujala, Panasonic

• As the founding engineer and part of core development team in Dialnet, I was responsible for end to end project delivery where I worked on the optimization of distrusted telephony cluster.• Managed one of the largest IVR setups across the world in terms of traffic as well as number of ports deployed. • Managed end to end project from Gathering customer requirements, creating solution document, design creation, application development and deployment of the solution for IVR / CTI based projects.• Responsible for product management, IT infrastructure, Customer Support, and day-to-day operations of Software Engineering and QA teams.• Responsible for planning and ensuring that the projects meet the defined scope, schedule, cost and quality objectives.• Implementing new initiatives to cater to fast changing business requirements, researched new technologies and calculated future needs to achieve accurate capacity planning. Negotiated hardware and software purchases and maintenance contracts.

• Managing 24X7 operational support across various verticals such as customized IVR & responsible for meeting the stringing operational SLA's and KPI's of a team of Web, SMS and IVR developers and providing guidance and support.• Worked closely with the sales team to propose, design, develop and close new deals/opportunities with customers.• Design and maintain security and highest levels of uptime of Dialnet’s IVRs, Web and SMS servers.• Maintaining the corporate Network, voice network, Firewall, Mail, DNS, FTP, Web, SMS servers across several locations• Maintaining Hardware, system software, firmware, drivers and BIOS at vendor supported revisions.• Conduct capacity, performance analysis and planning on a regular basis to ensure all future corporate needs are met and maintained.

• Design and develop Interactive Voice Response System applications (DTMF and speech enabled) for different lines of business such as Mobility and Landline telephony.• Designed, developed and implemented voice portal of Airtel, Reliance, MTNL and BSNL.• Maintenance and engineering on a scratch Linux distribution in support of high volume call support.• Authored many internal tools. Used a mix of Perl, PHP, and C.• Rolled out a completely new monitoring system for UNIX IVR servers.

• Developed, implemented and monitored service level agreements with staff and customers, ensuring compliance and quick resolution of specific issues. • Directed facilities management, including UPS, fire suppression systems, HVAC and building generators. Managed staff in Racking, Stacking, Network cabling, PRI cabling, power requirements and cable management.• Planned and managed Data Center relocation including facilities planning, layout and design.

• Answer incoming calls and analyze the queries and problems of the callers.• Perform security check and verify details of the customer, billing and other specifications in the CRM.• Log in nature of complaint and other details regarding the problem as provided by the callers.• Assign complaint ID and inform the customer regarding approximate time needed for the resolution of the problem.• Provided pre and post sales technical assistance to the callers and instructed them on proper use of the service.