GIRISH KUMAR G

• Responsible for staffing, scheduling, hiring, performance reviews, and training plans.
• Built out new SLAs for internal support and met or exceeded goals for six consecutive quarters.
• Led a team of senior architects and engineers, providing design, readiness, and technical leadership during the onboarding of cloud-based Contact Center AI and analytics solutions, with a focus on large public sector and financial migration of legacy systems to the cloud.
• Responsible for all performance-based reviews and auditing.
• Coached the team for professional growth and promotion, to build leadership within the individual contributor role.
Created leadership opportunities through a mentoring program across services, technical teams.
Escalation support contact between cross-functional teams within the company and with customers.
• Provided scoping guidance to Sales for the level of effort, and Services scoping for Statements of Work.

I manage a portfolio comprising three teams: DFE, CTG, and Advanced Solutions.

• Digital-First Engagement:

Led the strategy and execution of digital-first engagement initiatives, resulting in a 100% improvement in customer self-service.
Managed a portfolio of digital transformation projects, including omnichannel deployments and AI-driven customer journeys, achieving 100% client satisfaction. Drove the adoption of new digital channels (e.g., chatbots, virtual assistants, mobile apps) within client environments, improving customer experience, and operational efficiency.

• Core Technology Group:

Oversaw the successful implementation of Verint's core technology suite (e.g., workforce management, quality management, analytics) for enterprise clients, ensuring on-time and on-budget delivery. Managed a team of five technical consultants and solution architects specializing in Verint's core platforms, fostering expertise and high-quality deployments.
Collaborated with product development and engineering teams to provide client feedback and influence enhancements to core product functionalities. Streamlined implementation methodologies for core technology solutions, reducing deployment times by 55%, and improving project profitability.

• Advanced Solutions Teams:

Directed advanced solutions projects, including complex integrations, custom development, and specialized analytics, for strategic enterprise accounts. Guided cross-functional teams in delivering innovative solutions, leveraging emerging technologies (e.g., predictive analytics, speech/text analytics, AI/ML), to address unique client challenges. Identified and cultivated new business opportunities within existing client accounts by proposing and implementing advanced Verint offerings, contributing to a 21% revenue growth. Mentored and developed a team of highly skilled subject matter experts in advanced Verint technologies, fostering a culture of continuous learning and innovation.

• Looking after Technical Specialists and System Engineers involved in diagnosing, troubleshooting, and repairing.
• Monitoring Engineers responding to situations where standard procedures have failed to isolate or fix problems in non-functioning systems or software.
• Setting up and maintaining lines of communication with design engineering and software development on design, reliability, and maintenance issues.
• Maintaining Engineers with the latest upgrades and/or new releases.
• Identifying, developing, and evaluating personnel to ensure the efficient operations of the function.
• Rendering engineering support to customers, customer support personnel, and field support staff on systems & product issues, etc.
• Closely working with customer and company personnel to define technical problems, determine the solution, and assist customers in implementing the fix.
• Giving technical feedback to engineering concerning product changes/enhancements.
• Designing tests, tools, and diagnostic procedures for use by product support personnel.
• Building direct customer relationships and establishing long-term aspect partnership/reference accounts.
• Heading direct team and customer base for determining goals to meet business objectives.

• Built a high-performing team by creating a baseline of collaboration and sharing inside the team while encouraging people to try and experiment.
• Collaborated with the team and resolve product issues from customers during implementation.
• Communicated plans, and progress issues in a timely manner to the team to be self-sufficient & resourceful in meeting deliverables.
• Always kept the employees laser-focused on their tasks by helping them with their needs.
• Provided status updates to the manager on regular basis and escalate complex/time-sensitive issues.
• Firmly established self in the role as a 'trusted technical contact point'.
• Stayed abreast of the latest technologies and features.
• Ensured updates to documentation are done on a continuous basis.
• Encouraged team to provide product enhancements to engineering and foster an environment of innovation.

• Collaboration with the Pre-sales team to make sure the Scope of Work (SOW), SDD (Solution Design Document), and Demand are in line with the requirement.
• Closely worked with Infra Team for Cloud deployments.
• Worked closely with VCS, Pre-sales, and Network Ops team to make sure cloud deployments are done within timelines.
• Participated in technical escalation with customers & internal stakeholders during the project lifecycle.
• Closely worked with GCC (Global Cloud Center) PMO team to make sure the projects are delivered within timelines.
• Updating and reporting on the status of various Service Requests related to deployments.
• To act as a Shift In-Charge/Shift lead to manage day-to-day operations.

• Installation & configuration of WFO Suite with v11.1, v15.1 & v15.2 versions.
• Installations, upgrades, and maintenance of systems working on Speech Analytics, Text Analytics, Recordings, Quality monitoring.
• Performing patch management on live systems.
• Ensure that all assigned projects are completed on time, within the scope and time specified.
• Successfully manage the relationship with the client and all stakeholders.
• Perform risk management to minimize project risks and keep the stakeholders updated.
• Establish and maintain relationships with third parties/vendors when required.
• Create and maintain comprehensive project documentation.
• Windows installer-based software packaging tools and interfacing directly with end-users.
• Troubleshooting complex installation and operational issues.

• Technologies Used: Windows 2003/08, Linux (Telephony), and Database (Sybase and SQL server).
• Currently providing technical support services for Europe, South Africa & the Middle East, and India.
• Providing Support for Direct Customer, Tier 1, Tier 2, and Tier 3 Partner and escalate to appropriate Level of Support within the stipulated amount of time.
• Participating in large and small deployments of dialer software like ensemble pro, Unified IP software's (5x, 6x and 7x).
• Keeping up to date on relevant competitive solutions, products, and services.
• Providing technical support for accounts in assigned territory.
• Domain Experience includes CTI, IVR, ACD, DIALERS, Call Loggers, etc. in the Telecom domain. Databases include MS-SQL Server and Sybase.
• Implementing and support of the Unified Communications solutions (mainly in contact center technologies) along with database management & Quality Assurance.
• Assisting with the development of formal plans and proposals for assigned opportunities.
• Managing the Servers where the Aspect Dialer runs, which as Windows Server 2003 and 2008.

• Technologies Used: Live Products and Live@EDU.
• Provided Tier 1 &2 supports for a gamut of products in CPSS like @EDU, @NET, EDFS, Mobile, Ad support, Outlook Live, etc.
• Configured domain for Live@edu, creating users and assigning roles and permissions for Live@EDU users.
• Troubleshot email-related issues and have a good understanding of mail protocols.
• Handled MSN Partner and Support Vendor engagement thru telephone/email regarding technical or service-related issues.
• Resolved complex MSBL (Microsoft Blocking Lists) issues involving broad, in-depth networking knowledge and Hotmail server specialty.
• Monitored WLSC runners frequently. WLSC dashboard management for banner postings and VKB message center postings.
• Worked extensively with EIT/TPI, VKB, and Eform Alert management.
• Comprehensive usage of MSBL, Surfer, Domain Admin, WUE, and PST to debug issues pertaining to blocked IPs and domain issues.
• Coordinated with resources from other groups like MOC, OCIM, and Operations team until resolution.
• Provided vendor support for tools issues, access requests, and service outages.

• Worked on 802.3, 802.11b, 11g, G+MIMO, Pre-N, and N1, Wired & Wireless IEEE Standard Devices.
• Handled issues related to LAN, WAN, WLAN, PPPOA, PPPOE, and Static & Dynamic Configuration.
• Installed, Configured & Troubleshoot SOHO Wired & Wireless Routers.
• Installing & Configuring Wireless Network Adaptors on Windows & Mac OS.
• Configured Wireless Network Print servers, Wireless Gaming Adaptors (Xbox, PSP), Access Points & Universal Range Extenders.
• Enabled & Configured Wireless Encryption WEP, WPA, WPA2, TKIP & AES, RADIUS Server & QoS Configuration on Routers.
• Configured L2Switchs, Hubs, Routers, Access Point & Wi-Fi Phones.

• Product: Earthlink ISP and Vonage Voip services.