Baranitharan Sethu
Bangalore,KA
Summary
Highly experienced, TOGAF 9 certified Solution Engineer/Architect with 25 years of expertise in Contact Center and Telecommunication domains. Specializing in architecting and delivering large-scale, Cloud Contact Center as a Service (CCaaS), Hybrid Cloud, Private Cloud, Premise based and AI/ML solutions (NLU Bots & IVA). Proven track record in Pre-Sales consulting, technical leadership, driving digital transformation, Customer Experience (CX) and securing significant revenue growth by translating complex customer requirements into high-impact, scalable, and highly available architectures.
Overview
24
24
years of professional experience
5
5
Certification
Work History
CUSTOMER ENGINEER
Avaya India Pvt. Ltd.
Bengaluru
05.2016 - Current
- Cloud Migration Leadership: Prepared architecture blueprints, Functional Specification Designs, and other artifacts for complex customer migrations to the CCaaS platform (Public & Private Cloud).
- Drove Digital Revenue Growth: Designed and built a multi-lingual speech bot Proof-of-Concept (PoC) using Google Dialogflow in the Executive Briefing Center, directly generating 8 new opportunities valued at $750K.
- Improved Client Margins (AI Adoption): Led NLU adoption for a large Indian BPO's Service Desk process, increased automation to 70%+, boosting CSAT creating an additional $400K sales funnel.
- Optimized CX and Productivity: Architected the CC technology refresh for a large Indian private bank, modernized the Agent Desktop with an HTML5 thin client, reducing Average Handling Time (AHT) by 18%, significantly boosting agent productivity and Customer Experience (CX).
- Expanded PS Revenue Stream: Drove Professional Services revenue growth 20% Year-over-Year (YoY) by actively integrating and selling specialized application development and customization services as a key upsell component during core product finalization.
- Enabled Business Continuity: Provided technical consulting and deployed new AI/ML-based security technologies to enable 2,500+ agents for secure Work-from-Home (W@H) operations during the pandemic.
ADVANCED SOLUTION ARCHITECT
Avaya India Pvt. Ltd.
Hyderabad
07.2010 - 04.2016
- Managed Hyper-Scale Infrastructure: Architected the Private Cloud technology refresh for a leading nationwide Telco Contact Center, handling approximately 18 million calls daily, successfully improving system availability to 99.99% and increasing automation to over 90% for cost optimization.
- Delivered Major Cost Savings: Designed and led the global consolidation of Contact Center infrastructure for a leading BPS provider, resulting in documented IT savings exceeding $1.6 million annually.
- Designed Mission-Critical Systems: Developed High-Availability (HA) and Disaster Recovery (DR) strategies for major enterprise communication systems, including the communication solution for a statewide Police Command center receiving millions of daily emergency calls.
- Technical Authority: Served as the technical point-of-contact for large communication projects, publishing High-Level and Low-Level Design documents, Reference Architectures, and White Papers.
TECHNICAL CONSULTANT
Avaya India Pvt. Ltd.
Pune
09.2007 - 06.2010
- Configured complex Avaya applications for Unified Collaboration & Contact Center deployments across Americas and Europe regions.
- Facilitated customer migration to SIP using Avaya Session Manager and Session Border Controller (SBC), ensuring integration with various adjuncts and 3rd party applications.
- Provided Software Translations Support for large and complex Flatten, Consolidate & Extend (FCE) projects involving multiple geographies across the globe.
SENIOR TELCOM ENGINEER
Slash Support
Chennai
05.2007 - 09.2007
- Resolved L2/L3 issues for Nortel BCM systems, ensuring high availability.
EXECUTIVE-TECHNICAL
Airtel
Hyderabad
04.2002 - 05.2007
- Led Service Delivery team responsible for the end-to-end technical design and installation of Transport Networks, including FTTB, Telephony Exchange commissioning, and served as the primary Technical SPOC to ensure corporate clients received timely Digital services.
- Managed network installation projects resulting in 10% faster deployment.
TECHNICAL ASSISTANT
TCIL
Coimbatore
04.1997 - 03.2002
- Provided governance for DoT/BSNL ISP and OSP projects, ensuring compliance and quality.
Education
Bachelor of Computer Applications -
University of Mysore
Mysuru, KarnatakaDiploma in Electrical and Electronics Engineering -
Muthiah Polytechnic
Chidambaram, Tamil NaduSkills
- Cloud & Architecture: CCaaS, Private, Public & Hybrid Cloud, Solution Architecture, High Availability (HA), Disaster Recovery (DR), Migration Strategy
- AI & Digital: Google Dialogflow, Conversational AI, Digital Acceleration, Customer Experience (CX), CRM Integration
- Pre-Sales & Consulting: RFP/RFI Response, Technical Bids, TCO Analysis, Effort Estimation, Commercial Roadmaps, Stakeholder Engagement
- Technical Stack: Python, Nodejs, RESTful APIs, JSON, Apache Kafka, SIP, Session Manager, SBC
- Governance & Frameworks: TOGAF 9, Architecture Blueprinting, Reference Architectures, Compliance
Certification
- TOGAF 9 Certified | The Open Group
- AWS Certified Solution Architect – Associate
- Avaya Experience Platform (Public & Hybrid Cloud) – Master Facilitator
- Avaya Infinity – Proficient in Design & Workflows
- Building Chatbots using Google Dialogflow
- Pre-Sales training: Real-Time Agent Assist, Speech Analytics, Quality Management (Verint)
- Machine Learning Foundations (University of Washington)
- Cloud Cybersecurity (ISC²)
Timeline
CUSTOMER ENGINEER
Avaya India Pvt. Ltd.
05.2016 - Current
ADVANCED SOLUTION ARCHITECT
Avaya India Pvt. Ltd.
07.2010 - 04.2016
TECHNICAL CONSULTANT
Avaya India Pvt. Ltd.
09.2007 - 06.2010
SENIOR TELCOM ENGINEER
Slash Support
05.2007 - 09.2007
EXECUTIVE-TECHNICAL
Airtel
04.2002 - 05.2007
TECHNICAL ASSISTANT
TCIL
04.1997 - 03.2002
Diploma in Electrical and Electronics Engineering -
Muthiah Polytechnic
Bachelor of Computer Applications -
University of Mysore