Karnveer Singh
Program Manager II
Noida,DL
Summary
Dynamic strategic leader with six years of experience in cloud and contact center technology solutions, specializing in platform onboarding configuration and global deployments. Expertise in managing end-to-end implementation projects and configuring IVR workflows, fostering collaboration with engineering teams to deliver scalable enterprise solutions. Proven track record of driving efficiency and innovation within complex environments, ensuring seamless integration and optimal performance. Committed to leveraging technical acumen and leadership skills to enhance organizational success and customer satisfaction.
Overview
8
8
years of professional experience
2
2
Certifications
Work History
Program Manager II
Amazon Development Center
07.2022 - Current
- 1. Spearheaded global cloud transformation, migrating legacy telephony to Amazon Connect for 90k+ associates.
- 2. Delivered $44M in annual savings via telephony modernization, automation, and workflow optimization.
- 3. Managed onboarding and configuration of telephony workflows, ensuring seamless global operations.
- 4. Led cross-functional teams to design scalable contact flows, addressing technical gaps.
- 5. Directed technical support to resolve high-severity platform issues, minimizing customer impact.
- 6. Enhanced voice and chatbot capabilities using Lex and AWS Lambda across multiple regions.
- 7. Mentored junior team members on project management best practices, fostering professional growth.
- 8. Implemented process enhancements to streamline workflows and reduce operational bottlenecks.
Program Manager
Amazon Development Center
12.2020 - 07.2022
- 1. Architectural Efficiency: Designed a modular contact flow architecture that reduced system complexity from 4,000+ flows to ~250 standardized modules.
- 2. Communicated regularly with external partners to ensure alignment of strategies and goals.
- 3. Provided guidance and support to team members in order to achieve targets within defined deadlines.
- 4. Facilitated workshops designed to educate stakeholders about best practices for managing programs successfully.
- 5. Solution Configuration: Developed and implemented IVR workflows, chatbot integrations, and telephony configurations in Amazon Connect, enhancing customer interaction experience.
- 6. Latency Resolution: Led troubleshooting initiatives to resolve Lambda latency issues, successfully reducing call silence delays by ~3 seconds.
- 7. Standardization: Migrated intelligent routing capabilities to cloud environment, standardizing global onboarding and documentation processes to ensure consistency across regions.
Workforce Analyst
Amazon Development Center
02.2019 - 12.2020
- 1. Led workforce planning for global programs, optimizing staffing and managing costs through data analysis.
- 2. Analyzed workforce data to identify trends, enhancing staffing efficiency and decision-making.
- 3. Collaborated with operations teams to refine labor scheduling processes and improve workflow communication.
- 4. Developed automated dashboards and reporting frameworks to monitor operational health and service metrics.
- 5. Created comprehensive reports on workforce metrics for management review and strategic planning.
- 6. Formulated scheduling models to maximize employee productivity and resource allocation.
- 7. Trained new analysts on data analysis tools and reporting procedures, ensuring effective utilization of resources.
Customer Service Associate
Amazon Development Center
06.2018 - 02.2019
- 1. Resolved complex customer account and order-related issues, achieving top-tier satisfaction scores; earned promotion to Analyst within 8 months.
- 2. Provided exceptional customer support through various communication channels.
- 3. Resolved customer inquiries using Amazon's service management tools.
- 4. Collaborated with team members to enhance service delivery processes.
- 5. Assisted customers with inquiries about products and services.
- 6. Resolved customer complaints through effective communication and problem-solving.
Education
Postgraduate Program - Management
IMT Ghaziabad
Ghaziabad, India11-2022
Bachelor of Commerce (Hons.) - Commerce with Mathematics
Maharaja Surajmal Institute
Delhi01-2018
Skills
Project execution and governance
Customer enablement and onboarding
Stakeholder engagement and management
KPI tracking and reporting
Cost management strategies
Workflow automation techniques
Team leadership
Strategic planning
Scheduling and planning
Agile projects
Customer service
MS office applications
Certification
Project Management Professional (PMP) — In Progress
Timeline
Program Manager II
Amazon Development Center
07.2022 - Current
Program Manager
Amazon Development Center
12.2020 - 07.2022
Workforce Analyst
Amazon Development Center
02.2019 - 12.2020
Customer Service Associate
Amazon Development Center
06.2018 - 02.2019
Bachelor of Commerce (Hons.) - Commerce with Mathematics
Maharaja Surajmal Institute
Postgraduate Program - Management
IMT Ghaziabad