Siddharth Taneja Email & Phone Number

Greater Toronto Area, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Gurgaon, India

Specialist tasked with designing solutions for complex Transformation and Transition projects for BT’s internal and external customers. • Lead a team of designers, engineers and developers on design and delivery of complex contact center solutions including development for bespoke integration• Conduct design reviews while mentoring fellow designers• Produce high quality documentation covering soliution designs and presentations• Leading design streams for multiple customer… Show more Specialist tasked with designing solutions for complex Transformation and Transition projects for BT’s internal and external customers. • Lead a team of designers, engineers and developers on design and delivery of complex contact center solutions including development for bespoke integration• Conduct design reviews while mentoring fellow designers• Produce high quality documentation covering soliution designs and presentations• Leading design streams for multiple customer projects and internal initiatives including Center of Excellence for Contact Centers• Worked with key contacts to setup Technical Governance for critical accounts while managing customer escalations• Guided support teams to enhance existing process for Capacity Management and Monitoring• Through a series of discussions and workshops, evaluate and translate new requirements into Scope of Work document• Collaborate with stakeholders from legal, commercial and procurement teams while preparing response to new requirements• Mentor team of technical designers on critical aspects like data protection & security, Business Continuity, Active-Active DCs etc. Show less

Dubai, United Arab Emirates

Key Responsibilities:* Technology Lead responsible for all Contact Center/ IVR platform in Emirates Group.* Previously functioned as Subject Matter Expert for production platform. * Collaborate with internal application owners to define integration and IVR platform roadmap.* Execute System Improvement Plans through pro-active, adaptive & corrective changes and extensive Problem Management.* Work with Solution Design & Enterprise architecture team to translate business… Show more Key Responsibilities:* Technology Lead responsible for all Contact Center/ IVR platform in Emirates Group.* Previously functioned as Subject Matter Expert for production platform. * Collaborate with internal application owners to define integration and IVR platform roadmap.* Execute System Improvement Plans through pro-active, adaptive & corrective changes and extensive Problem Management.* Work with Solution Design & Enterprise architecture team to translate business requirements into commercially effective solutions with quick implementation timelines.* Working with Lead Technology Design Authority from Vendor side on evaluation of changes to contact center platforms.* Leading deliveries on and related to contact center platforms, managing scheduling, testing pre-requisites, risks and deployment/ rollout.Major Achievements:* Part of project to replace existing geographically diverse contact centers for Emirates Airlines on to a state of the art, highly-resilient hybrid cloud platform providing four 9 availability.* Successfully completed pro-active maintenance of applications reducing initial load-times for applications from over 10 minutes to under 30 seconds, thereby making a huge saving on MPLS costs as well.* Proposed optimized business model making use of latest technology to save upto 16 person days of contact center agent cost. Show less

Gurgaon, India

Key Responsibilities:* Pre-sales architect supporting sales team in business requirement gathering, configuring bespoke demos, creating technical and commercial proposal, responding to large RFPs & RFTs.* Technical consulting for Genesys suite of products for disparate lines of business in APAC & EU region.* Act as Subject Matter Expert and supporting operations team during critical issues and major planned activities.* Up-skill operations team for new support contracts… Show more Key Responsibilities:* Pre-sales architect supporting sales team in business requirement gathering, configuring bespoke demos, creating technical and commercial proposal, responding to large RFPs & RFTs.* Technical consulting for Genesys suite of products for disparate lines of business in APAC & EU region.* Act as Subject Matter Expert and supporting operations team during critical issues and major planned activities.* Up-skill operations team for new support contracts providing knowledge transfer sessions on technology, customization and business logic.Major Achievements:* Played key role in implementation of large and distributed contact centers across the globe.* Worked jointly with Genesys for product demos to prospect customers bringing along in-depth technical, commercial and business knowledge. Show less

Gurgaon, India

Key Responsibilities:* Design and implement contact center solutions for diverse business lines taking holistic view of local telecom regulations and industry standards like PCI-DSS where applicable.* Work alongside Principal Consultant on low level architecture & technical design for contact center implementations and upgrades.* Manage and coordinate with a wide range of stakeholders from business to cross-functional technical teams for platform upgrades and new… Show more Key Responsibilities:* Design and implement contact center solutions for diverse business lines taking holistic view of local telecom regulations and industry standards like PCI-DSS where applicable.* Work alongside Principal Consultant on low level architecture & technical design for contact center implementations and upgrades.* Manage and coordinate with a wide range of stakeholders from business to cross-functional technical teams for platform upgrades and new initiatives.Major Achievements:* Successful demonstration of solutions based on latest Genesys products within live contact center thereby converting opportunities to revenue in license and Professional Services cost.* Customizing existing customer platform to enable subset of functionalities offered by premium products.* Engaging with operations and business to gather requirements and converting them to bespoke real-time and historical reports and dashboards. Show less

Gurgaon, India

Key Responsibilities:* Assigned with multiple Contact Center sites to provide onsite support in sever incidents.* Perform detailed analysis of recurring issues & customer pain areas. Work on proposed solution and implementation schedules jointly with managers.* Design and develop bespoke Genesys solutions for a diverse set of business lines.* Development of CRM for a sales unit with integrated Genesys call handling toolbar.Major Achievements:* Completed green-filed… Show more Key Responsibilities:* Assigned with multiple Contact Center sites to provide onsite support in sever incidents.* Perform detailed analysis of recurring issues & customer pain areas. Work on proposed solution and implementation schedules jointly with managers.* Design and develop bespoke Genesys solutions for a diverse set of business lines.* Development of CRM for a sales unit with integrated Genesys call handling toolbar.Major Achievements:* Completed green-filed implementation of Genesys based contact center with distributed agent locations. * Successfully converted up-selling opportunities for Professional Services based on existing pain areas for business.* Played a key role in designing contact center part of end-to-end business model demo given to board of directors for a multi-billion dollar global conglomerate. Show less

Noida Area, India

Key Responsibilities:* Developing routing strategies to accommodate new business logic.* Preparing Design Documents and Migration Checklist for Platform Service Requests.* Warm hand over of code to test team including information on testing data set.* Assisting in User Acceptance Testing (done by business ) and Production Migration for changes and new developments. * Troubleshooting Routing and Reporting related Service Requests and coordination with other vendors where… Show more Key Responsibilities:* Developing routing strategies to accommodate new business logic.* Preparing Design Documents and Migration Checklist for Platform Service Requests.* Warm hand over of code to test team including information on testing data set.* Assisting in User Acceptance Testing (done by business ) and Production Migration for changes and new developments. * Troubleshooting Routing and Reporting related Service Requests and coordination with other vendors where required.* Log analysis for calls with unexpected flow/ behavior.Major Achievements:* Played key role in setting up Lab environment for increasing knowledge on Genesys suite of products.* Functioned as an integrated team player supplementing development, testing, production support and support teams.* In a short duration, developed a good level of skill on Routing and Reporting (historical and real-time) modules in Genesys. Show less