Spearhead the integration and optimization of diverse technologies including Contact Center solutions, CRM systems, and Knowledge Bases to enhance customer experience and operational efficiency.Lead cross-functional teams in designing and implementing innovative solutions, leveraging API integrations and cutting-edge IT operations methodologies.Manage vendor relationships to ensure service delivery excellence, negotiate contracts, and drive cost-effective solutions.Act as a liaison between IT and business stakeholders, conducting thorough business analysis to identify requirements and translate them into actionable IT initiatives.Project management responsibilities include planning, resource allocation, risk mitigation, and timely delivery of projects within budget constraints.Provide Business-As-Usual (BAU) support, troubleshooting technical issues, and implementing continuous improvements to streamline processes.Drive cost reduction initiatives through the optimization of IT infrastructure and the implementation of agile methodologies.Team Leadership Played a key role in vendor consolidation efforts, leading to a 15% reduction in IT expenditures while maintaining service quality.Championed the adoption of agile methodologies, resulting in faster project delivery cycles and increased adaptability to changing business requirements.Skills:Business AnalysisProject ManagementIT OperationsCRM ImplementationVendor ManagementAPI IntegrationAgile MethodologiesCost Reduction StrategiesStakeholder ManagementAI and machine learning project adoption for AutomationCloud migration projects

Interactive voice response , banking solutions ,CRM , Project management , Solutions and design , Integration of payment gateway , card system with IVR , Digital banking Need to focus on below multitasking role 1) IT operations2) Vendor management 3) BAU support 4) Design IT solution and implementation 5) Project management 6) Cost management 7) Inventory management 8) Incident management / SLA/Problem management 9) Continues improvement in existening process 10) Automation /AI based projects 11)Cost saving projects 12 ) Digital marketing process improvement for profit center 13)IT security and support for audits

● Handling overall Voice communication infrastructure with domain knowledge on AVAYA, NICE, Verint, & Cisco..Global client support for region North America, EMEA, APAC.● Project management & project implementation.● Conducting Configuration Management and Change Control.● Planning & execution of major activities.● Maintaining support SLA & review of SOW on timely basis.● Implement Firmware and Software Upgrades.● Incident, Change & Problem Management.● AVAYA Telephony – Hands on experience on AVAYA analog, digital & IP telephony services.● Installation, administration & maintenance of AVAYA CM 4.x, 5.x, 6.x.● Vendor Management ● Cost Saving Projects ● Call flow design through Avaya VDN, Vector, Hunt/ skills groups.● Installation, administration & services of AVAYA media servers S8300, S8500, S87XX, S8800. Avaya Aura ● Installation, administration & services of AVAYA media gateways like G450 , G650 ● Configuration, administration & services of AVAYA IP Office Manager 8 , 9 ● Presales

Worked with Wipro Info-tech as a telecom engineer .. was responsible for all Wipro technologies and Wipro BPO voice projects where used to take care of voice setup on Avaya , nice , verint ,also was responsible for taking care of telecom part from new project end .supported global clients telephony operation in North America, EMEA, APAC

Worked as Sr. Telecom Engineer where my Role was field support to end customer to Resolve Avaya , nice Related issue , Contact Center reporting server issue , As per Role demand issue needs to be resolved within the SLA along with ticket handling was taking care of preventive maintenance , System Health Check Audit , Inventory Management .

Technical support executive Was taking calls from Various customers who were using VSNL Services like ILL ,,IPLC , VPN , my role was to understand the problem from customer and need to do first level of troubleshooting , Here i got opportunity to understand various technology like ILL , IPLC , VPN , MPLS , Mux , CPE , in Service provider domain This organization is currently known as TCL