Karan Dhutti
New Delhi
Summary
Highly motivated and results-driven contact center pre-sales professional with over 11 years of experience in the telecommunications industry, handling more than $60 million worth of opportunities in a year.
Adept at analyzing client requirements and delivering tailored solutions to meet their specific needs. Seeking to leverage my extensive knowledge of contact center technologies and exceptional interpersonal skills to drive business growth and exceed customer expectations.
Overview
11
11
years of professional experience
Work History
Contact Center Presales Consultant
HCLTech
Noida
11.2023 - Current
- Understanding client's contact center & digital transformation requirements. Conducting in-depth consultations with potential clients to understand their business challenges, objectives, and
contact center requirements
• Develop detailed proposals, responding to RFPs and RFIs, creating commercial inputs. Design best fit CCaaS Solution including- ACD, IVR, WEM , Reporting and Analytics,
Conversational AI and integration with CRM such as SAP,
Salesforce, ServiceNow and homegrown systems
through out of box and custom connectors as needed.
• Collaborating with sales teams to develop comprehensive proposals
and solution architectures that align with client needs, Conducting
POC along with internal technical teams, Visiting customer sites and
handling customer visits.
• Maintaining an up-to-date knowledge of industry trends, emerging technologies, and best practices, Work with sales and vertical in
entire sales cycle.
• Strong working knowledge of contact center solution like- Genesys Cloud, Avaya and Amazon Connect
•Understanding of networking concepts including MPLS, bandwidth. Compliances and regulatory requirements
Network Convergence Advisor
NTT Data Services
Noida
08.2022 - 11.2023
- Work on RFP/RFI and provide inputs to the requirements
- Create HLD document for customers and Develop customer solutions and architecture roadmap for the customer/partner requirements
- Work with Technology Partners for new solution designing and demo Setup
- End to End project deployment while working with multiple technologies, Customer onboarding, vendor management, Proven ability to assess and manage complex obstacles in projects
- Managing BOM and BFM for the on boarding projects
- In-depth knowledge of working on the design, implementation, installation & troubleshooting of AVAYA UC Products, SIP and Cloud
- Across cultures ability to establish strong relationships with all stakeholders involved in end-to-end delivery
- Accountability of communication with design engineering, software development on design and customers, reliability, and maintenance issues
- Completed the Transition & Transformation of IT services
- Work On Risk Identification on telephony infrastructure and preparing proposal to mitigate them
- Owned Critical and niche accounts escalations from a technical and operational perspective
Deputy Manager
Wipro
Delhi
05.2016 - 08.2022
- Design a solution and a roadmap that is in alignment with the technical and current/future requirements of the business.
- Work on the RFP/RFI and provide inputs on that.
- Support the partner in any technical requirements and for the customer presentation.
- Work with OEM for the New implementations
- Worked in Projects for the cost optimization, Automation of Dial plan and Automation of CDR billing
- Regular interaction with clients to understand their requirements and identify areas of improvement, and prepare periodic reports for management with recommendations and trends.
- Managing BOM and BFM for the on boarding projects
- Managing all on boarding projects till cut-over Work with OEM for the new implementations
Avaya Engineer
Tech Mahindra, Achemy Solution and Orange Business Services
Multiple
06.2010 - 05.2016
- Around the clock, operations support on Avaya Red and Blue products
- Ensure tickets get resolve with in SLA
- Proactive Monitoring to ensure all services are Up and running
- Ensuring backups for CMS, CDR and Recording Servers
Education
M.Tech - Software Systems
Birla Institute of Technology and Science
Pilani03.2017
B-Tech - Computer Science Engineering
Sant Baba Bhag Singh Institute of Engineering and Technology
Jalandhar04.2010
Senior Secondary -
Mira Model Senior Secondary School
Delhi03.2006
Skills
- Contact Center practice Presales
- Contact Center OEM: Genesys, Amazon Connect, Avaya and NiceCXOne
- Contact Center Technologies: ACD, IVR, CTI, Workforce Management, Quality Management, Reporting, and Analytics
- Excellent presentation and communication skills, strong analytical, and problem-solving abilities
- Strong analytical and problem-solving abilities
- Customer-Centric Approach to
Sales - Technical Acumen and Ability to
Grasp Complex Solutions - Team Player and Collaboration
Skills
Accomplishments
- Tech Mahindra POB AWARD Q4 '15
- Wipro Extraordinaire Q3 '17
- Wipro Shine Q2 '20
- Completed the NAT (Nortel to AVAYA Migration) Project.
- Transitioned the IPT support services from onsite to offshore team.
Languages
- English
- Hindi
- Punjabi
Personal Interests
- Listening Music
- Hiking
- Reading
Timeline
Contact Center Presales Consultant
HCLTech
11.2023 - Current
Network Convergence Advisor
NTT Data Services
08.2022 - 11.2023
Deputy Manager
Wipro
05.2016 - 08.2022
Avaya Engineer
Tech Mahindra, Achemy Solution and Orange Business Services
06.2010 - 05.2016
M.Tech - Software Systems
Birla Institute of Technology and Science
B-Tech - Computer Science Engineering
Sant Baba Bhag Singh Institute of Engineering and Technology
Senior Secondary -
Mira Model Senior Secondary School
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