Pratik Tamakuwala
Pune
Summary
Sales engineering professional with deep understanding of technical sales processes and product solutions. Adept at seamlessly integrating client requirements with technical capabilities. Known for collaborative team efforts and consistently achieving targets, showcasing adaptability and reliability. Proficient in technical analysis and customer relationship management.
Overview
15
15
years of professional experience
Work History
Solutions/Pre-sales/Sales Engineer
NICE Interactive Solutions Pvt Ltd
07.2018 - 12.2024
- Given responsibility to setup new Sales Support team - which was named as APAC Solution Desk
- The main responsibility was to provide consultation and support to Nice and Business Partner's Sales and Pre-sales Team from APAC region
- To provide consultation and support - to understand the requirement, create solution and product based quote,/ commercials, create solution design, server specs and solution design document, and supporting Order Management team to process the Purchase order from Presales end
- To help onboarding Pre-sales team by providing technical trainings, portal access, identify the area to optimize their solutions and positioning of the product
- Promoted and given additional responsibility as Pre-sales Engineer for Japan, Australia, India & Middle East region and directly handling accounts along with Account Executive
- I was promoted as Sales Engineer for International region for running business for below products: Primary responsibility for APAC - ANZ, North Asia, South Asia, middle east regions
- Legacy Recording, Quality Management, Voice Biometric (Real Time Authentication), Compliance Center, Playback Portal, CXOne Recording, Multi-ACD CXOne, Interactions Hub, Historical Call Support
- Responsibility to drive the Legacy to CXOne Cloud Migration
- Creating and driving region specific strategies and customer specific strategies
- Coordinate with Sales head and help them to drive the regional Business and coordinate with all the region for Recording selling Business growth
- Additionally I was directly handling Pre-sales for Australia and India region and accounts
- Business and technical owner for our solutions
- Part of experts -aligned to Line of business (LOBs), Product House
- Ownership for entire family of solutions under same category, Including unattached, integrated and platform native applications i.e
- Engage, CXone rec, CXone Multi-ACD, QC, CXone QM
- RTA/RTFP/PFE,LOB within sales
- Define and own GTM & pipe generation activities for the solutions
- Initiate and manage relevant campaigns, including Up/Cross sales
- Own business, functional and technical discovery, with ability to formulate ROI models
- Deliver solution value proposition presentations and demos
- Own technical solution design templates (SDD) and process - work with Solution Architect team to maintain it
- Hold deep functional and technical expertise of the solutions, Including future development and roadmap
- Master relevant market trends, vertical use cases and how to differentiate and win over competition
- Familiar with NICE customer base and references for the solution
- Support RFI/RFP responses with their expertise in solutions
- Involvement from early stages through deal closure
- Discovery - functional, business and technical
- Solution demos
- RFI /RFP
- Deep dive product +technical presentations and conversations
- Technical design and connectivity
- POCs/Pilots of the solution
- Pricing, commercial models and Quotations – Salesforce & NPD
Project Delivery Manager
Sydata Consulting India Private Limited
01.2018 - 07.2018
- Scope, Cost, Schedule, Communications, Quality & Risk Management
- Project management
- Execution Plan & Kickoff meetings
- Fortnight reviews of project progress with Client/Customer
- Timely reporting of project progress/project issues, Internal & external
- Tracking execution of project as per technical & contractual specification
- Proper records for technical & contractual deviations of projects
- Maintaining delay records
- Assessing impact of retarget orders and determining actions as per scope change process
- Providing formal customer communication and start reporting for delivery of project as per agreed project arrangements
- Checking all component of solution have been delivered to the agreed project scope
- Confirming the effective completion and billing dates of orders from the provisioning system to the billing system
- Releasing orders to billing as per the updated process for client
- Providing a completion report to all relevant stakeholder Client
- Managing the delivery of overall solution to project schedule
- All changes in the system or CLIENT request should be accessed & endorsed by all key stake holders
- Raising and tracking individual service order escalation request in conjunction with appropriate escalation points
Sales Engineer II
Avaya India Private Limited
05.2015 - 01.2018
- Providing Consultation to Avaya Contact Center Solutions, Designing (ASD/1S) and verifying licensing requirement
- Provide technical features and functionality presales support via global contact center
- Provide timely and accurate response to the Presales technical queries of Avaya Sales and Partner community covering feature functionality, integration and design (ASD – Avaya Solutions Designer) of Avaya Contact Center Portfolio
- To raise document correction request and coordinate with Product house and technical writing team, in case of correction observed to the Avaya documents
- Attend Product Management Core team call and give inputs for upcoming products and releases
- Co-ordination with Product House, Product Manager, R&D manager for any exceptional queries or Special approvals required
- To create FAQs for Business Partners and Avaya associates on Presales technical queries
- To deliver knowledge transfer(KT) sessions internally and with BP Presales & Sales team with latest updates on the upcoming products
Assistant Manager- IT
WNS Global Services Ltd.
09.2011 - 05.2015
- Scope, Cost, Schedule, Communications, Quality & Risk Management
- Project management and Procurement Management
- Execution Plan & Kickoff meetings
- Fortnight reviews of project progress with Business head and VP-IT
- Timely reporting of project progress/project issues, Internal & external
- Tracking execution of project as per technical & contractual specification
- Proper records for technical & contractual deviations of projects
- Maintaining delay records
- Responsible for Domestic India and Europe/EMEA Contact Center setup
- Working as a SME for the rest of international Contact Center setup and assisting the Telecom Support team
- To understand new requirements from customers and architect the possible solution
- Assessing impact of retarget orders and determining actions as per scope change process
- Providing formal customer communication and start reporting for delivery of project as per agreed project arrangements
- Checking all component of solution have been delivered to the agreed project scope
- Confirming the effective completion and billing dates of orders from the provisioning system to the billing system
- Releasing orders to billing as per the updated process for client
- Providing a completion report to all relevant stakeholder Client
- Managing the delivery of overall solution to project schedule
- All changes in the system or CLIENT request should be accessed & endorsed by all key stake holders
- Raising and tracking individual service order escalation request in conjunction with appropriate escalation points
- Involvement in implement, Configuration and troubleshooting of the Telecom equipments (Avaya,NICE, Verint etc.) products in the Call Centre
- Tracking License utilization & capacity management and update the management team for billing
- Co-ordination with OEM’s(Avaya , NICE etc.) and Business Partners regarding on-going projects and create and follow the project plan to meet the deadlines
- Cordinate within the IT teams for readiness of prerequisites and resource availabilities during the activity schedule
- To get the sign-off and ensure smooth handover with objectives are delivered as per requirement
- Meeting with OEM/BPs management team for ongoing Project status updates and create plan/strategies to fix the ongoing operational issues for smooth function of contact center
- Update management team with ongoing project status and updates
- Manage Best Customer Satisfaction by defeating challenges
- Analyzing the performance of the call center operations and sharing suggestion of strategies to improve the performance with Policy and Compliance Management
- Close working with Project management, Services Delivery team and Change Management team
Engineer - Services (RCTS)
AGC Networks Ltd.
10.2011 - 09.2013
- Responsible for new customer service contracts & renewals
- Handling the customer issues, identifying and resolving the issues or queries
- To maintain system inventory, plans and vendor details
- Manage the onsite resources on client site and ensure the regular operation is smoothly delivered as per agreement
- E.g
- Daily checklist, MAC, RFC/ERFC process is followed
- To take care of client-policies to be followed properly
- To take care of access control, password management, Policy, IT Audit and Compliance Management, system health check, backup procedures, system monitoring, system maintenance, incident management, change management procedure etc
- Responsive to all Customer requests and enquiries
- Customer requests are related to the new setup or issues not resolved by the L1 team
- To develop new processes for call flow and implement process improvements to ensure that the Centre exceeds its goals
- To carry out the Power Down/Up of Voice System devices, Preventive maintenance regularly
- Arranging review meeting timely with customer and ensure service delivery is in place as per the agreement
- Ensure to deliver the Customer Satisfaction with 100%
- Carry out new Project Implementation and ensured all the requirements are in-place in the solution
- Taking Sign-off and ensuring to smooth handover to Service/Support phase
Telecom Technical Operations Engineer
Credit-Suisse Services Pvt. Ltd.
09.2010 - 10.2011
- Worked as a L2/Tier 2 Telecom Technical Operations Engineer
- Policy and Compliance Management, Daily activities included Move/Add/Changes, Change Request Management, Inventory Management, outages and coordination with OEM/ Vendors team till resolution, project-vendor coordination and capacity planning, updating to stakeholders
Telecom Engineer
IT Source India Pvt Ltd (working for AGC Networks Ltd.)
02.2010 - 10.2011
- Streamlined internal processes by creating and updating standard operating procedures for the engineering team.
- Demonstrated exceptional communication skills by presenting technical information to non-technical stakeholders, fostering understanding and collaboration.
- Updated software and firmware with latest patches.
- Optimized network capacity by planning and executing seamless integration of new technologies.
- Contributed to company growth by participating in business development activities such as proposal writing and client presentations.
- Managed project budgets effectively, consistently completing projects within allocated resources without sacrificing quality or functionality.
- Identified opportunities for continuous improvement in existing networks through detailed audits and assessments.
- Monitored and maintained [Type] equipment at multiple locations.
- Built strong relationships with vendors, negotiating favorable contracts for equipment procurement and services.
- Planned and designed networking systems such as [Type].
- Coordinated with management to develop resource allocation plans that maximized productivity while minimizing costs.
- Worked with business partners to research, implement and support technology.
- Collaborated with cross-functional teams to deliver comprehensive project solutions, meeting client requirements and deadlines.
- Promoted a culture of safety within the team by adhering to established protocols and guidelines during fieldwork assignments.
- Developed cost-effective solutions for clients by conducting thorough cost-benefit analyses on proposed projects.
- Enhanced customer satisfaction with timely and effective resolution of service complaints.
- Reviewed and tested installations for compliance with quality control standards.
- Developed customized telecom engineering solutions for diverse clientele, ensuring optimal network performance.
- Improved network performance by designing and implementing efficient telecom infrastructure solutions.
- Maintained a high level of industry knowledge by attending conferences, workshops, and training sessions relevant to telecom engineering trends.
- Ensured regulatory compliance by staying current on industry standards and applying best practices in all projects.
- Increased operational efficiency through regular monitoring, analysis, and optimization of network systems.
- Supported junior engineers in their professional development through active mentoring and guidance on best practices in the field of telecommunications engineering.
- Reduced downtime for clients by conducting thorough troubleshooting and resolving complex technical issues.
- Delivered high-quality documentation on completed projects, facilitating smooth handover to maintenance teams.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Performed day-to-day monitoring, management, administration and support of alarm systems.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Installed, maintained and supported voice/data applications.
- Worked closely with network administrators and server engineers to deliver quality service.
- Coordinated installation of new users and relocations of existing users.
- Performed network modeling and analysis.
- Researched and recommended network and data communications hardware and software.
- Maintained documentation for telecommunication systems, equipment inventory and floor plans.
- Performed telecommunication and networking business evaluations.
- Installed, maintained and supported VoIP applications.
Telecom Engineer
Andromeda Marketing Pvt. Ltd.
03.2010 - 08.2010
- Worked as Telecom Engineer
- My role was to Handle L1/Tier 1 daily technical operations, Daily Move/Add/Changes/Upgrades, Daily health check, Inventory Management, outages and coordination with Avaya team till resolution
Education
Bachelor of Engineering - Electronics and Telecommunications
P.R.E.C, Loni, University of Pune
01.2009
Skills
- Relationship building
- Presentation skills
- Customer support
- Professional demeanor
- Product demonstration
- Team collaboration
- Solution selling
- Strategic planning
- Pricing strategy
- Organizational skills
- Team building
- Problem-solving abilities
Accomplishments
- Successfully achieved & over exceeding target with great scaling with 150% for recording and 200% for QM business along overachieving target of cloud migration
- In NICE, 'Above and Beyond' Award Winner from Executive Leadership
- Recognized as true example of our 'Challenging Limits, Always' value for your diligent work presenting and building relationships with C-level executives
- Established good working relationships with customers/clients and appreciated for services rendered
- Certified in different technologies such as Voice, Recording, Reporting, Voicemail etc. within a short span of time
- Received the 'Star Fire' award in WNS for performance
- Received 'Avaya Accolades Award' on behalf of leadership for exemplary work
Hobbies and Interests
- Social Activities
- Reading
- Trekking
- Travelling
- Playing Cricket
Languages
English
Hindi
Gujarati
Marathi
Timeline
Solutions/Pre-sales/Sales Engineer
NICE Interactive Solutions Pvt Ltd
07.2018 - 12.2024
Project Delivery Manager
Sydata Consulting India Private Limited
01.2018 - 07.2018
Sales Engineer II
Avaya India Private Limited
05.2015 - 01.2018
Engineer - Services (RCTS)
AGC Networks Ltd.
10.2011 - 09.2013
Assistant Manager- IT
WNS Global Services Ltd.
09.2011 - 05.2015
Telecom Technical Operations Engineer
Credit-Suisse Services Pvt. Ltd.
09.2010 - 10.2011
Telecom Engineer
Andromeda Marketing Pvt. Ltd.
03.2010 - 08.2010
Telecom Engineer
IT Source India Pvt Ltd (working for AGC Networks Ltd.)
02.2010 - 10.2011
Bachelor of Engineering - Electronics and Telecommunications
P.R.E.C, Loni, University of Pune
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