Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Accomplishments
Timeline
Generic
Kumaresan M K

Kumaresan M K

Bangalore

Summary

Senior CES Consultant at Google India specializing in CCaaS and Google Cloud Platform. Demonstrated success in driving digital transformations and enhancing Conversational AI capabilities. Extensive experience with on-premise and cloud contact center solutions, including Cisco, supported by industry-recognized certifications such as CCIE. Proven ability in technical consulting and solution architecture, leading teams to exceed project objectives and improve customer experience.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Senior CES Consultant

Google India
Bangalore
01.2022 - Current
  • Global digital transformations through the delivery, incubation, and innovation of Google CES solutions (Dialogflow CX, Agent Assist, Insights CX).
  • Spearheaded telephony and API integration in EMEA and JAPAC for seamless CCAI adoption.
  • Collaborated with product teams to develop telephony connectors, partner repositories, and manage integration roadmaps.
  • Enhanced Conversational AI capabilities through deployment of advanced AI/ML models for performance optimization.
  • Championed technical knowledge sharing by presenting at Google Tech Conferences and contributing to the CCAI Academy and SPDI teams.
  • Led and mentored AI teams, consistently exceeding project objectives through collaborative leadership. Pre-sales engagements with the industry solutions team.
  • Demonstrated extensive Google Cloud Platform expertise with GCP certifications, ensuring optimal CES implementation.
  • Possessed comprehensive certifications in cloud, networking, infrastructure SIP, voice, and contact center technologies.

Lead Software Engineer

Cisco Systems
Bangalore
08.2016 - 01.2022
  • Led cross-functional teams in software engineering, network consulting, and technical escalation roles.
  • Executed UCaaS, CCaaS onboarding, migration, automation, and serviceability for Cisco solutions within the UCM Cloud Engineering BU.
  • Designed and implemented solution architectures for global customers.
  • Managed complex collaboration networks for premium customers, performing troubleshooting and mentoring engineers.
  • Resolved customer-reported issues with multi-vendor Contact Center Solutions across enterprise and cloud environments.
  • Established testing labs, documented defects, and authored TZ articles on new Collaboration Systems releases.
  • Collaborated with product business units to address issues and stay updated on product developments.
  • Contributed to IC Digitization by writing logic conditions for defect automation alerts.

Technical Lead

Capgemini
Bangalore
06.2011 - 07.2016
  • Delivered L3 support for Avaya, Cisco, and Twilio contact center projects and global UC infrastructure.
  • Expert in migrating and integrating cloud contact centers with CRM, WFM, SIP trunking, and programmable voice.
  • Achieved three promotions within five years, progressing from System Associate to Technical Lead.
  • Designed and documented collaboration projects with comprehensive technical documentation, including Visio diagrams and LLD/HLD.
  • Collaborated closely with compliance and regulatory authorities in India for telecommunication standards.
  • Received IEVOLVE Kaizen award for innovative contributions to project development.
  • Managed escalation processes by effectively coordinating between higher management and team members.

Project Engineer Intern

HCL Infosystems
Bangalore
09.2010 - 06.2011
  • Gained field-level experience in networking, data centers, and telecom as a Field Engineer.
  • Achieved Tyco certification as a Data Center Cabling Designer.
  • Implemented audio-visual devices, PBX systems, video codecs, and network peripherals at customer locations.
  • Supported residential engineering tasks to resolve daily network challenges for clients.
  • Performed MACD, ACD for end-user telephony and voicemail issues on Avaya and Cisco systems.

Education

The Postgraduate Program - Artificial Intelligence and Machine Learning

The University of Texas
Austin
09-2024

M.S (Engg.) - Software Systems

BITS Pilani
Rajasthan
06.2015

Bachelor of Engineering - Electrical And Electronics

Noorul Islam Collge of Engineering, Anna Univ
Chennai
06-2009

Skills

  • CCaaS and Google CES
  • Google Cloud Platform
  • Conversational AI
  • Solution architecture
  • Technical consulting
  • Telephony integration
  • AI and machine learning
  • CCIE and SIP certification
  • Voice over IP
  • Natural language processing and APIs
  • Customer experience transformation
  • Telco regulatory compliance

Certification

  • 3x GCP certified (CDL, PCA, PMLE)
  • CCIE Collaboration (64673)
  • SSVVP-SIP certification
  • WSQITM-WebRTC certification
  • WCNA-Wireshark Certified Network Analyst
  • Tyco Certified Data Center Designer

Affiliations

  • Tech community organizer, host, speaker
  • Visiting professor
  • Public speaking
  • Mentorship

Accomplishments

  • CCAI Academy Excellence Award
  • Telephony Integration Excellence Award
  • Going above and beyond award
  • Initiatives Champion Award

Timeline

Senior CES Consultant

Google India
01.2022 - Current

Lead Software Engineer

Cisco Systems
08.2016 - 01.2022

Technical Lead

Capgemini
06.2011 - 07.2016

Project Engineer Intern

HCL Infosystems
09.2010 - 06.2011

The Postgraduate Program - Artificial Intelligence and Machine Learning

The University of Texas

M.S (Engg.) - Software Systems

BITS Pilani

Bachelor of Engineering - Electrical And Electronics

Noorul Islam Collge of Engineering, Anna Univ

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Kumaresan M K