Sr. Manager Engineering
Ashish Jain
Customer Experience Lab
Bengaluru
19
Years of experience
1
Certification
Summary
Spearheaded end-to-end project and support delivery management for over 15 years, significantly improving efficiency and minimizing operational bottlenecks.
Led the integration of advanced technologies to enhance customer service quality and streamline operations.
Managed and delivered international projects across the APAC region, serving as a solution architect and consultant.
Collaborated with cross-functional teams and stakeholders across diverse domains, including FinTech and order delivery systems.
Executed SaaS and CCaaS implementations using Genesys platforms (Cloud CX, PureConnect, Contact Centre Solutions), tailoring strategies to regional challenges and compliance requirements.
Forward-thinking Senior Manager adept at managing teams of 20 employees to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Work History
Sr. Manager Engineering
5 Years 9 Months- Led end-to-end project delivery across discovery, edge readiness, sprint-based build cycles, and hyper care, consistently delivering multi-site contact center cutovers ahead of schedule and within budget.
- Telephony & Network Topologies: BYOC Cloud / Premises, Dual-Carrier Redundancy, Session Border Controllers (AudioCodes, Ribbon), PBX (Avaya, Cisco, Aspect, SIP Trunking over TLS/SRTP, RTP Subnet Allowlisting, WebRTC & STUN/TURN Optimization.
- Orchestration & Workflow Architecture: Advanced Genesys Architect (Voice, Digital Inbound/Outbound, Secure Flows, Bot Flows), Dynamic Data-Driven Skills-Based Routing, Predictive Routing, Queue Design.
- Conversational AI & Ecosystem Integrations: Native Bot Studio, Third-Party Conversational AI (Google Dialogflow CX, AWS Lex, OpenAI), CRM/CTI Integration (Salesforce, ServiceNow, Microsoft Dynamics 365, CRIF, Luxon).
- Designed low-latency voice integration patterns using Genesys AudioHook / SIP BYOC and REST APIs to bridge real-time audio streams and intent metadata between Genesys Cloud and Multiple voice automation platform.
- Led cross-functional support and engineering teams, ensuring seamless system operations and delivering high availability and performance across enterprise-grade customer experience platforms.
- Developed and implemented ITIL-aligned support frameworks, streamlining incidents, problems, and changes management processes to enhance service reliability and stakeholder satisfaction.
- Drove automation and process optimization initiatives, reducing ticket resolution time and increasing operational efficiency across support and infrastructure functions.
- Championed integration of scalable system architectures, aligning infrastructure and support strategies with evolving business needs and cloud first transformation goals.
- Collaborated closely with leadership, product, and client teams, translating technical requirements into actionable solutions that improve end-user experience and business outcomes.
Project Manager
1 Year 7 Months- Managed end-to-end project lifecycle for enterprise contact center deployments, ensuring timely delivery, scope adherence, and stakeholder alignment across multiple verticals.
- Led cross-functional teams in implementing Ameyo's customer engagement platform, coordinating between clients, engineering, and support for seamless execution.
- Drove client onboarding and solution customization, aligning Ameyo's capabilities with specific business workflows and compliance requirements.
- Utilized Agile and Waterfall methodologies to manage project timelines, resource allocation, and risk mitigation across diverse geographies and client sizes.
- Acted as the primary point of contact for enterprise clients, ensuring high satisfaction through proactive communication, milestone tracking, and post-deployment support.
Account Manager - New Markets
3 Years 1 Month- Spearheaded business expansion into new and emerging markets, identifying growth opportunities and building strong client relationships across regions.
- Managed end-to-end sales and account lifecycle, from lead generation and solution pitching to post-sales support and upselling opportunities.
- Collaborated with cross-functional teams (pre-sales, product, marketing) to tailor Ameyo's CX solutions for diverse industries and regional market needs.
- Achieved revenue targets and customer retention goals, consistently exceeding KPIs through strategic account planning and value-driven engagement.
- Acted as a trusted advisor to clients, understanding their evolving business challenges and aligning Ameyo's solutions to deliver measurable outcomes.
IT Manager
2 Years 4 Months- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Oversaw IT department operations and training.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
System Engineer
1 Year 5 Months- Resolved issues and escalated problems with knowledgeable support and quality service.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
- Provided expert support for end-users, ensuring optimal system performance and user satisfaction.
- Trained junior engineers on best practices related to system administration, providing guidance and mentorship for their professional growth.
System Engineer
2 Years- Created comprehensive documentation for system configurations, procedures, and best practices to facilitate knowledge sharing among team members.
- Managed multiple projects simultaneously, meeting tight deadlines while maintaining high-quality deliverables.
- Reduced downtime for critical systems through proactive monitoring and maintenance tasks.
- Conducted end-user reviews for modified and new systems.
- Provided expert support for end-users, ensuring optimal system performance and user satisfaction.
Technical Assistant
1 Year 6 Months- Creating Users, Groups and OU's as per the requirement and implementing Group Policy on them as per the organization requirement.
- Taking mailbox backup using x-merge.
- Troubleshooting day to day problems related to their software hardware and network.
- Installing and configuring their desktop, laptop and server.
- Installing and configuring printers.
- Managing their antivirus server (Symantec corporate edition 8.0).
Education
Bachelor's degree - Computer Science
Skills
Management
Troubleshooting
Service Delivery
Strategic planning
Talent development
Operations management
Resource allocation
Operations planning
Cross-functional collaboration
Data analytics
Cross-functional communication
Documentation and reporting
Certification
- ITIL
- AWS Solutions Architect
- Azure Administration
- Prince2
- PostgreSQL
Commented [SM1]
Add more about Genesys Project delivery and solutioning and less support details
Commented [SM2]
Add more about genesys experience in delivery and solution architect add some AI enablement also
Timeline
Sr. Manager Engineering
Customer Experience Lab
01.2021 - Current
Project Manager
Ameyo
01.2018 - 08.2019
Account Manager - New Markets
Ameyo
12.2014 - 01.2018
IT Manager
Selfinity Solutions Pvt. Ltd
08.2012 - 12.2014
System Engineer
Selfinity Solutions Private Limited
03.2011 - 08.2012
System Engineer
Nirvana Business Solutions Pvt Ltd.
03.2009 - 03.2011
Technical Assistant
ARENA MULTIMEDIA
07.2007 - 01.2009
Sikkim Manipal University
Bachelor's degree from Computer Science