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B S Sandeep
Hyderabad
Summary
Experienced Contact Center and Unified Communications Specialist with 16 years in managing enterprise cloud contact center platforms and telephony infrastructure. Skilled in user lifecycle management and designing interactive voice response workflows. Optimizes system configurations and enhances agent productivity to drive effective omni-channel communication.
Overview
16
16
years of professional experience
Work History
Technical Lead
Altisource Business Solutions
Bangalore
04.2010 - Current
- Configured and maintained enterprise contact center environments across Amazon Connect, LiveVox, and Vonage, achieving 99.9% operational uptime.
- Designed, built, and deployed complex interactive voice response routines to enhance customer journeys and reduce call abandonment rates.
- Managed end-to-end user provisioning, creating user IDs, configuring agent profiles, implementing skills-based routing, and assigning custom security roles to streamline operations.
- Administered Microsoft Teams enterprise configuration, overseeing user policies, direct routing, auto-attendants, and call queues to enhance collaboration.
- Oversaw Concord Fax infrastructure, managing digital inbound/outbound fax routing and troubleshooting transmission issues to ensure reliable communication.
- Collaborated with business stakeholders to translate operational requirements into technical configurations, delivering tailored solutions that met specific business needs.
- Served as escalation point for telecom and contact center platform disruptions, conducting root cause analysis on routing issues.
- Coordinated with OEM support teams to communicate and resolve product-related issues.
Education
Bachelor of Science - Computer Science
Sree Vidyaniketan Engineering College
Tirupati, Andhra Pradesh07-2007
Skills
- Contact center platforms: Amazon Connect, LiveVox, Vonage
- Unified communications: Microsoft Teams, voice direct routing
- Troubleshooting and analytics: Real-time metrics, historical reporting
- Technical analysis
- Administration: User provisioning, identity and access management
- Telecom escalation management
- Process optimization
- Cost-benefit analyses
- Stakeholder collaboration
- Mentorship and coaching
- Effective communication
- Technical analysis
Languages
English
Proficient (C2)
C2
Telugu
Native
Native
Hindi
Upper Intermediate (B2)
B2
Timeline
Technical Lead
Altisource Business Solutions
04.2010 - Current
Bachelor of Science - Computer Science
Sree Vidyaniketan Engineering College