Amit Srivastava

• Service Delivery Management - Primarily responsible to manage & maintain Contact Center Infra delivery & operations, more than 125+ Service desk Operations hosted on it.
• Technical Team/people management Leading multiple team supporting multiple technologies i;e Cisco UCCE/PCCE, Genesis Cloud/Pure Cloud Operation Management, H&s on experience on Cisco Contact Center technology & IT operations
• Strong Communication skills, analytical & Management skills are perquisites
• Telephony Service Delivery -Managing multiple platforms across multiple customers environment
• Resource management - Manage staff by recruiting, training & coaching employees, communicating job expectations & appraising their performance
• Continuous Improvement Planning - Identifying problematic areas & implementing strategic solutions
• Solutioning - Works on Potential deals with Sales, Global Solutioning team.
• Managed budgets effectively to ensure optimal use of resources while maintaining financial stability
• Negotiated favorable contracts with vendors for reduced costs and improved service quality
• Cultivated positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale
• Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations
• Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth
• Increased company revenue by streamlining processes and implementing cost-saving measures
• Facilitated cross-functional collaboration for improved decision-making processes within organization

• Primary responsibility to manage the contact center & UC environment management Managed team of 30 individuals globally
• Maintaining documentation life cycle related IP telephony network
• Resource management & align them with Projects Design scope of work for team Defining Role & responsibilities for team members Provide Direction & guidance in operational issues Leverages knowledge & skills of teams of professionals Ensuring to comply SLAs Ensuring to comply ITIL Process.

Managed team of 20+ individuals globally & for multiple customers.

• Maintaining documentation life cycle related IP telephony network.
• Resource management, Aligning them with Projects Design SOW.
• Defining Role & responsibilities for the team members Provide Direction & guidance in operational issues, leveraging the knowledge , discuss upskilling enhancement Ensuring to comply SLAs, ensuring to comply ITIL Process
• Attend weekly delivery meetings with Customers/CDMs & providing updates of in progress projects & share the recommendations.
• Mentoring team members
• Follow up issues with team members & & discuss the road-blocks to provide solutions to the customers Job Responsibilities in the Organization are monitoring & configuration of the Cisco VOIP Network
• Participated in Configuration & Deployment of IPCCX & UCCE 7.2, 7.5.2 Setup
• Building up complete Call Center Process which includes Call Flow design, ICM Scripting CVP Scripting, Agent, Agent Team & Cisco Agent Desktop configuration

My Job responsibilities were to mentor the Team members Managed 15 Team members & supervise them for operations & production related activities

• Managing Team's HR issues Prepares high level activity & progress reports & presents to Senior Leadership
• Reviews IT requirements & makes recommendations to satisfy business needs
• Responsible for meeting budget goals & objectives in assigned area
• Managing data for Life cycle of Network & Telecom Products Providing in-house system support to the users in different processes which includes hardware, software, voice equipment troubleshooting
• Managing Work Force Management Application Blue Pumpkin Work Force Enterprise solution
• Cross train team about AVVID Architecture
• Maintaining Document life cycle related VOIP Network
• SME & First Point of Contact for escalation for Several Customers for UCCE /IPT.