RAHUL SAHU
Senior Consultant -Akamai Technology
Bengaluru
Summary
With over 12 years of experience in designing and managing contact center, unified communications, and AI-driven customer engagement solutions. Expertise in designing call flows, chatbots, and voicebots using Cisco, Genesys, WebEx, and Dialog flow CX. Proficient in Python, REST APIs, JSON parsing, CRM integrations with Salesforce and ServiceNow, and ESXi management. Strong foundation in Generative AI, Conversational AI, and Agentic AI applications for business. ITIL-certified professional with proven leadership in aligning technology with business objectives. Well-equipped to drive success in any organization.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Senior Consultant
Akamai Technologies
11.2019 - Current
- Leading design & deployment of call flows, chatbots, and voicebots using Cisco, Genesys, Webex, and Google Dialogflow CX.
- Developed intelligent call routing in Genesys Architect and Webex Flow Designer, improving customer experience.
- Integrated Salesforce & ServiceNow with contact centers via Python, REST APIs, and JSON-based data dips.
- Piloted Generative AI and Agentic AI initiatives, delivering innovative customer engagement solutions
- Executed end-to-end migration of the ACD contact center from Avaya to Cisco UCCE (on-prem) and subsequently to Webex Contact Center (cloud), improving scalability and reliability.
- Contributed to various automation projects using Python, reducing operational time and improving overall productivity.
- Managed ESXi environments and mentored cross-functional teams to deliver business-aligned outcomes.
- Developed innovative strategies to address complex business challenges, resulting in increased profitability for clients.
Senior Specialist
HCL Technologies/Cisco Client
05.2017 - 10.2019
- Company Overview: Client: Cisco
- Supported Cisco Contact Center & UC systems (CUCM, UCCE, CVP, Jabber, UCS, ESXi).
- Created & optimized ICM scripts, CVP call flows, and monitored infrastructure health.
- Provided high-quality technical support and stakeholder collaboration.
- Client: Cisco
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
Network Engineer Voice
Vodafone
05.2016 - 05.2017
- Supported Cisco HCS, VOSS, Call Manager, IMS & NGIN for global enterprise clients, ensuring seamless unified communications.
- Delivered system upgrades, risk mitigation, and proactive maintenance, reducing downtime and improving reliability.
- Collaborated with clients to align technical solutions with business needs and support growth initiatives.
- Resolved complex incidents efficiently and enhanced team knowledge through documentation and knowledge sharing.
Executive Engineer
Tata Communications
06.2013 - 05.2016
- Managed Cisco IP telephony infrastructure for enterprise clients.
- Designed & deployed CUCM, CME, UCCE, CVP, gateways, and VLAN configurations.
- Enhanced unified communication systems through design and troubleshooting.
Education
Bachelor of Engineering (BE) - Electronics & Communication Engineering
UIT RGPV
01.2009 - 01.2013
Skills
Cisco CUCM
UCCE
Genesys Architect
Webex Flow Designer
Dialogflow CX for Chatbot,voicebot
Generative AI
Python
REST APIs,JSON
UCS servers
VoIP Protocols
Leadership
Stakeholder Management
Problem Solving
Strategic Thinking
Business Process Optimization
SIP
Certification
ITIL Foundation Certified
Accomplishments
- BRAVO Award at Cisco for exceptional customer support.
- HI-FI Award for proactive issue resolution & extended support.
- Recognized for leadership in driving innovative customer engagement initiatives.
Timeline
Senior Consultant
Akamai Technologies
11.2019 - Current
Senior Specialist
HCL Technologies/Cisco Client
05.2017 - 10.2019
Network Engineer Voice
Vodafone
05.2016 - 05.2017
Executive Engineer
Tata Communications
06.2013 - 05.2016
Bachelor of Engineering (BE) - Electronics & Communication Engineering
UIT RGPV
01.2009 - 01.2013
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