Vikas S. Email & Phone Number

Atlanta, Ga, Us

Bangalore, Karnataka, In

As a leader in design and consulting for contact center and conversational AI solutions (including Voice and Chat), I am committed to driving innovative customer and employee experiences through cutting-edge technology.Currently leading the design and implementation of conversational AI IVR solutions for Banks, Financial services, Telcos in North Americas, focusing on enhancing customer experiences and optimizing agent workflows.Offering strategic consulting to maximize Customer Experience (CX), Employee Experience (EX), and operational efficiency, leveraging AI and automation to reduce costs and improve service delivery.Providing expert guidance and a comprehensive roadmap for the adoption and integration of AI-driven solutions such as Bot Automation, Agent Assist, Smart Assist, and end-to-end conversational AI integrations.Leading extensive research and comparative analysis of leading industry AI platforms and providers, including AWS Amazom Connect, Google CCAI, NICE CXOne, Genesys, and others, to ensure the adoption of the most effective and innovative solutions.

Toronto, Ontario, Ca

Led & directed successful migration of on-premises contact centers to Genesys Cloud CX, enhancing scalability and performance.Directed CCaaS migration from legacy systems to Genesys Cloud CX, optimizing infrastructure and operations.Led the technical POD for Design and optimization of contact center applications for US wealth management LOBs (CXEngage – Serenova).Managed Cisco CUCM & Webex CCUC migration and troubleshooting, ensuring seamless integration.Led the development of BYOC SIPT architecture and optimized IVR, ACD flows, and voice network for operational efficiency.Executed API integrations (RESTful, App Foundry), CRM, and data warehouse integrations for custom reporting and system connectivity.Delivered WebRTC optimizations, IVR/self-service solutions, and predictive outbound dialer scripts for improved customer experience.Led system integrations and extensive testing for backend systems, driving high-quality service delivery.

Armonk, New York, Ny, Us

Spearheaded the development team in designing and delivering tailored client solutions, including self-service IVRs, API integrations, and CRM integrations, driving successful Contact Center transformations.Led high-level presentations and strategic discussions on a range of digital and CCaaS solutions, engaging with executive stakeholders to align on business goals.Directed and mentored specialists, architects, project managers, developers, and engineers, ensuring alignment with customer expectations and project success.

Belmont, Ca, Us

Spearheaded the successful implementation of Nice CXone CcaaS solutions, overseeing the integration of InContact Studio framework and advanced AI-powered bot capabilities to enhance customer experience and operational efficiency.Directed the design and customization of self-service IVR systems, architecting comprehensive, end-to-end cloud contact center solutions to streamline operations and optimize customer interactions.Earned various Tech Certification, demonstrating expertise across the full spectrum of CXOne solutions, ensuring the highest standards in deployment and service delivery.

Montreal, Quebec, Ca

Directed and managed strategic Bell accounts for a major North American retail chain and a leading North American bank, delivering tailored contact center solutions that aligned with business objectives and enhanced operational efficiency.Championed the development and implementation of best practices for contact center technology, guiding successful migrations to cloud-based platforms and leading critical project reviews to ensure timely, cost-effective delivery.Provided high-level technology guidance to cross-functional teams including technical specialists, architects, project managers, developers, and engineers, fostering collaboration and ensuring alignment with business and technical goals throughout the project lifecycle.

Toronto, On, Ca

Architected and delivered secure UC-CC-Digital Engagement solutions for clients, encompassing UcaaS, CcaaS, CpaaS, SaaS, and advanced audio/video collaboration tools to drive seamless and integrated communication experiences.Forged strategic partnerships with leading technology providers such as Avaya, RingCentral, and Five9, enabling the delivery of customized business solutions that met diverse client needs and ensured scalability.Led product demonstrations, webinars, and training sessions, effectively enhancing client understanding and adoption of solutions, while providing ongoing support to ensure successful implementation and utilization.

Abu Dhabi, Ae

• Directed IT operations for a global telecommunications leader, optimizing system performance and enhancing operational efficiencies.• Implemented value-added applications like smart IVRs, CRM integration, and disaster recovery for customer satisfaction.• Established vendor relationships to minimize waste and generate cost savings, leading to improved operational effectiveness.

Cyber Security Design Certificate, Computer And Information Systems Security/Information Assurance

Post Graduate Diploma, It & Marketing Management

Master Of Business Administration (Mba)

Bachelor Of Technology (Btech), Electrical, Electronics & Communications Engineering