Hitesh Kadu
AWS Certified Solutions Architect - Associate | AWS Cloud | Ccaas | AWS Connect |Avaya |
Pune
Summary
Dedicated Contact Centre Specialist professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
14
14
years of professional experience
1
1
Certification
3
3
Languages
Work History
Assistant Vice President – Global Contact Centers
Barclays Global Service Centre
03.2019 - 12.2024
- Established a high-performance culture within the team by setting clear expectations.
- Increased efficiency by streamlining processes and implementing new software tools for the team.
- Drove innovation by encouraging creative problem-solving among team members and staying abreast of industry trends and best practices.
- Managed risk effectively by implementing robust compliance procedures and conducting regular audits of internal controls.
- Implemented data-driven decision-making processes, leading to more informed strategic choices and improved overall performance metrics.
- Oversaw change management initiatives, ensuring smooth transitions during periods of organizational restructuring or process improvements.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Fostered strong relationships with key clients, leading to repeat business and a significant increase in customer satisfaction ratings.
- Part of RTB (run-the-bank) team owning the contact-center production systems. Interface with business teams to understand new requirements for AWS connect. Provide solutions to the business by working with the architect and development team. Work with the development, test,and release management teams to get the product depl oyed to production using Jenkins and AWSse rvice catalog. Act as a spoc for the assigned pod’s for any audit or compliance concerns.
Manage the tasks tied to channels communication (voice, chat) and the implementation of
interaction flows and scenarios Lead collaborations with others within the team, in different units
and with suppliers to resolve user technical issues Administer/configure and manage new releases
/upgrades for the contact center platform based on Amazon Connect & legacy Avaya Manage tasks
tied to users (creation, routing profile, telephone number provisioning, etc.) Work alongside the
Product Owner to analyze the requirements.
Principal Technical Engineer
Avaya India Pvt Ltd
04.2016 - 03.2019
Sr. Technical Consultant (Field Engineer)
Orange Business Services India Technology Pvt Ltd
09.2014 - 04.2016
CSE (Field Engineer)
Wipro Infotech
03.2013 - 09.2014
CSE (Field Engineer) for Wipro Infotech
TeamLease Services Pvt. Ltd
10.2011 - 03.2013
Sr. Process Associate – Voice Support
TCS Eserve Ltd
03.2011 - 09.2011
Telecom Engineer for Future Genrali and TCS Eserve
I-Source Pvt. Ltd
08.2010 - 03.2011
Education
B.E. (Electronics & Telecommunication) - Electrical, Electronics And Communications Engineering
K. C. College of Engineering
Thane, India 04.2001 -
Skills
Cloud Migration and Management: AWS Cloud migration, Hybrid Cloud, AWS Platform EngineeringDevOps Tools: CI/CD, Jenkins, Git, NexusMethodologies: aPaaS, SaaS, IaaC, IaC (AWS CloudFormation)Management: Build/Release Management, Runbook/Playbook, Team LeadAWS Services: API Gateway, Load Balancer, VPC, IAM, ECSCloud Platform Expertise: AWS (RedShift, S3, Lambda, VPC, DynamoDb, API Gateway, ELB/ALB, IAM, CloudFormation, CloudWatch, ECS, EC2, CloudTrail, Kinesis, AWS Connect, SNS, SQS, DataSync, VoiceID, Speech Analytics, EventBridge, System Manager, Secrets Manager, ACM, Step Function, Route 53, Networking)
Projects
AWS Management Information (MI): Delivered MI for contact centers using AWS services (S3, Lambda, Redshift, Athena, Datasync, Kinesis), ensuring a 50% performance optimization in line with business requirements.
AWS Call Recording Long Term Access: Implemented AWS call recording solutions via AWS Connect, enabling business access to call recordings over a 2-year period, ensuring compliance.
AWS Voice Biometric: Migrated customer voiceprints from legacy Nuance to AWS VoiceID with zero data loss, ensuring continuity and security.
AWS Pause and Resume Functionality: Ensured compliance by implementing functionality to mask PII data (e.g., Name, Card number, CVV).
Migration of data from AWS to on prem : Data transfer post performing ETL using Data sync, Glue Schema and other AWS services.
IVR call flow migration : Build contact flows in AWS connect based on existing legacy system call-flows.
Multi region resiliency : Building the ACGR / MRR.
Certification
AWS Certified Solutions Architect - Associate
Accomplishments
@Barclays: Received appreciations &
Thank-You cards from the senior
management and project team for
standing up to Barclays values.
@Avaya: Center Of Excellence Award,
Client Choice Award, for consistent with
achieving support metrics of CSAT, time
to resolve, and case quality metrics,
with the highest number of CSAT.
@Wipro Infotech: Received Best Field
engineer award and appreciations.
Timeline
AWS Certified Solutions Architect - Associate
07-2024
Assistant Vice President – Global Contact Centers
Barclays Global Service Centre
03.2019 - 12.2024
Principal Technical Engineer
Avaya India Pvt Ltd
04.2016 - 03.2019
Sr. Technical Consultant (Field Engineer)
Orange Business Services India Technology Pvt Ltd
09.2014 - 04.2016
CSE (Field Engineer)
Wipro Infotech
03.2013 - 09.2014
CSE (Field Engineer) for Wipro Infotech
TeamLease Services Pvt. Ltd
10.2011 - 03.2013
Sr. Process Associate – Voice Support
TCS Eserve Ltd
03.2011 - 09.2011
Telecom Engineer for Future Genrali and TCS Eserve
I-Source Pvt. Ltd
08.2010 - 03.2011
B.E. (Electronics & Telecommunication) - Electrical, Electronics And Communications Engineering
K. C. College of Engineering
04.2001 -
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