To be involved in creative and constructive work that would not only satisfy my thirst for learning and serving organization but also boost my skills this can prove to be beneficial for the company and the society as a whole. Experienced and Result-oriented Professional, offering over 7 + years of experience in Contact center solution and Customer Experience (Banks, NBFC, Finance Sector, Health Care Sector, Pharmaceutical, Telcom, IT and BPO) Experience in different fields such as Project Management, Business Analyst, Product Management, Risk Management, Cost Management and Vendor Management Accomplished Project Manager offering 7+ years of experience in IT. Successful when leading high-performing teams to sustain product vision, roadmap and business goals. Exceptional technical expertise, leadership and talent for driving stellar, on-target results.
Hi, I’m
SAHIL TARFE
Technical Project Manager - IT
Mumbai
Summary
Overview
7
years of professional experience
Work History
L&T Finance Limited
Technical Project Manager (Business Analyst)
12.2022 - Current
Job overview
- Leaded Successful Migration of Contact Centre Technology from Convox to Genesys
- Handling and management End to End Project and Preparing Gantt Chart and sharing it with all stakeholders
- Handling integrations of CRM, Mobile Applications, Chat Bots, Data Warehouse and API's
- Involvement in Planning, Execution, Management and Governance in Contact Centre Technology Migration Project
- Creation of IVR flow for better customer experience
- Leaded in Successful Implementation of IVR in 12 Different Languages
- Involvement in BRD Creation and discussions within internal Business Teams
- Involvement in finalizing Architecture Design of Contact Center Solution and User Interface for Operations
- Handling Telecom Infrastructure required to run the Contact Center Solution
- Evaluating Different Technologies for CRM, Collection Applications and Telecom Service Providers for better Contact Center Performance
- Handling queries and ensuring all the pointers are closed from Audit Team
- Analyzing Risks in the process and ensuring it been closed with some process or technology enhancement
- Handling Negotiations with different Vendors and trying to close it within Predefined Budget
- Handling Cost Management of the entire Contact Center Vertical
- Financial Budgeting of the Vertical and effectively making sure expenses are not exceeded
- Vendor Management (Right from vendor Onboarding to Signing NDA)
- Effective Co-ordinations withing Internal IT Team, Business Teams, and Vendors
- Project Management (Designing, Planning, Execution) providing Regular updates withing all stakeholders
- Preparing Dashboards, Data and Reports as in when required
- Leading Team effectively in Different Projects
- Governance within the Projects to make sure timelines are met
- Ensuring all the processes are running within the Compliance and no risks are open in the Process
- Working as Business analyst i.e
- Understanding the requirements, Preparing BRD and making it understand to developer, later involvement in UAT testing and Production deployment
- Providing Quarterly Trainings to Business Operations on features of Dialer
- Discussions with Product Managers and Business Operations for Gaps and make sure to do enhancements in the Process
- Handling Campaign Management, User Management, Access Management and Reports management
- Analyzing Gaps and Enhancing the Technology and Defining Strategies for better Performance
- Handling and planning for implementation of Centralized and distributed Contact Center solutions and Unified Communications Technologies
- Handling CRM integration with external platforms and designing complex call flows involving ACD, IVR, CTI, skill-based routing and Functional routing on Voice and Non-Voice (SMS, Email, Chat etc.)
- Working as a technical solution specialist to evaluate different technology within current solution element
- Experience of Contact Center Solution Infrastructure Components regarding routing, reporting, recording, multi-media, outbound, callback & inbound IVR solutions, chatbot, voice Bot for all Contact Centre platforms
- Create and maintain comprehensive technical project documentation and Migration activities including the associated integrations, services, testing standards, IT governance and architectural standards
- Handling complete migration of IP-based collaboration: like MPLS network, firewalls, end to end reverse proxies, SIP trunks during transitions with design the SLA and KPI with Service providers and OEM’s
- Preparing SOP's, KB documents, Process flows, SOW, NDA for Audit and Compliance
- Co-ordinations withing Business Teams, Compliance Team, Audit Team, and Procurement Teams
- Handling Technical Support and making sure SLA are been met
- Periodically Sharing reports and dashboards with all stakeholders
- Doing the Capacity & Sizing assessment basis on the requirements
- Creating SOP for risks and constraints associated with solution; Support and provide awareness of IT architectural governance to conduct end-to-end solution design for technology solution components
- Working on BCP and DR of the Contact Center Technology
- Working on ITIL V4 and PMP Principles.
SITEL Group
Senior Telecom Engineer – Avaya
02.2020 - 12.2022
Job overview
- Handling Domestic as well as International Clients
- Handling the MACD request for NICE application (Modify, Add, Change and Delete)
- Changing the call flow as per the contact center requirements for vector, VDN changes, VAL boards announcements, holiday tables, Mapping the trunk-group DID and VDN mapping, Skills and vectors mapping, DST Changes, Coverage Path, Button Assignments
- Handling the incidents for TFN number down, or DID mapping not working with VDN, call routing not working as per call flow for ISDN as well as SIP
- Handling issues or incidents for Real-time and Historical reporting on CMS, adding the supervisor skills and splits to managers profile, adding, and removing of the agents in required skills and providing the access rights
- Handling the request/incidents and reports related to CMS supervisor
- Handling incidents related to NICE Call Recording
- Daily Checklists for Avaya Products such as CMS, CMS, AES, MG {G450 and G650}, AMS, NICE Loggers and Servers
- Responsible for not only doing checklist and reporting issues but also troubleshooting issues pro-actively to avoid the priority incidents
- Monitoring the alarms, and identifying the system alerts related to network, servers, media gateways, Avaya Devices and NICE Devices
- Taking the logs for alarms and assigning a local engineer if any manual intervention is required
- Doing Preventive Maintenance of various clients and recommending various patches for smooth operations and later upgrading the patches
- SITE _READINESS- Performing the system health check activities prior to upgradation and taking the successful backups of all the systems interconnected also checking the network connectivity with the systems and with the interconnected devices
- EXECUTION – Performing the prechecks of the system, handling the upgradation activity as per the requirement within the execution window, again performing the post checks of the system for concluding the successful upgradation activity
- Performing the pre and post upgrade checks, co-coordinating with regional teams and on-site engineers during activities
- Monitoring the sentinel alarms for contact center and NICE loggers And Servers
- Co-ordinating with onsite and backbone engineers in case of any major requirement
- Maintenance activities, daily sanity checks for Avaya CM, CMS, AES servers, MG {G450 and G650}, AMS, NICE Servers and Loggers also performing the pre-scheduled reboot activities for Main CM and ESS, AES services and NICE loggers
- Co-ordinating with Snr Engineer, Local Engineers, Vendor and Onsite team as in when required
- Ensuring meeting of SLAs and sending Daily, Monthly and Weekly Reports to Clients and Higher Management
- Joining the Weekly client call with Client and provide the Progress of Last Week
- Performing Patching on NICE Servers
- Troubleshooting and Co-ordinating with Telco Service Provider for Trunk and TFN issues
- Troubleshooting and Co-ordinating with Telco Service Provider for Trunk issues
- While installation of the new patches, software is for CM, CMS, Media servers S8300, S8500 & Media gateway G450, G650, CDOM, VAL-BD, CLAN, MEDPRO and MM coordinating with vendor
- Creating SOPs of new activities or call flow and configurations and sharing with Team and providing Training for New Joiners
- Creating the new Call flow for new Project of Existing customers
- Audit trail activities for Avaya and Nice devices overall
- Working on Vulnerability of Avaya and NICE devices
- Working on Tools such as ICON monitoring Tool, UCD and Nectar for in depth troubleshooting
- Knowledge about SIP Call Flow and have an experience on SIP troubleshooting.
AGC Networks (IMPACT Payroll)
Trainee Engineer – Avaya
12.2017 - 01.2020
Job overview
- Handling Domestic as well as International Clients
- IP Telephony: Knowledge of Avaya IP Telephony & their concepts
- Cards and their functions (IPSI, Medpro, CLAN, VAL, Analog, Digital & DS1)
- Responsible for Backup management for Avaya CM, CMS, AES, and recorder servers etc
- Responsible for Power shutdown activities for various Avaya products
- Avaya IDs creation
- Alarms and health check
- Extension creation and Deletion
- Send daily, monthly, and weekly reports to Clients and Higher Management
- Co-coordinating with local Engineers for Escalated issues
- Doing Preventive Maintenance of various clients and recommending various patches for smooth operations and later upgrading the patches
- Firmware’s and patches up-gradation
- In depth Knowledge of BMC Remedy Service Tool, Request, and Incidents
- Checking daily Alarms and Errors of AVAYA communication server
- Basic knowledge of ARS, AAR, Call Flow, Routing Rules, and Dial Plan
- Troubleshoot on the Avaya related Issue’s
- Monitoring/Modification/Addition of all channels/trunks
- Monitoring the status, call flow of the call center
- Basic knowledge about SIP protocol, SM, SMGR and SBC
- Basic knowledge about monitoring tools such as Nimsoft, Nectar and Solar Winds.
Tikona Infinet Limited (IT Source Payroll)
Network Engineer
07.2017 - 12.2017
Job overview
- Handling Clients from disconnecting the Broadband Services
- Working in Retention Process and preventing clients from disconnection
- Handling technical as well as commercial related issues
- Handling Special Cases such as Clients who have made Complaints to CEO and on social media and retaining them
- Awareness about the Broadband Services and different internet plans.
Education
Padmabhushan Vasantdada Patil PrathisthanMumbai, India
Bacherlor Of Engineering from Electronics And Telecommunications
04.2001
University Overview
Shivajirao S Jondhle PloytechnicMumbai, India
Diploma from Electronics And Telecommunications
04.2001
University Overview
Vani VidyalayaMumbai, India
SSC from Maharashtra State Board
04.2001
University Overview
Skills
Avaya Aura Communication Manager (CM (5, 6, 7, 8), CMS, AES, ACR, WFM, IP Office, SBC, Session Manager, System Manager)
Genesys Pure Engage Framework 901 (GA, GCXI, Pulse, SIP Server, ORS, URS, IVR Services, Infomart)
Campaign Management in Contact Center Solution
Reports Management in Contact Center Solution
Recording Management in Contact Center Solution
NICE Contact Centre Solution (NICE InContact)
NICE Recording Solution
Ring Central
SBC (Session Border Controller) - AudioCodes, Sangoma, Oracle
Media Gateways (Volte and GSM) - Dinstar and Synway
IP Soft Phones - Avaya One-x Communicator, Avaya One-x agent, AAFD, Genesys WDE, X-Lite
VMware and Server Cluster
Jira
IT Risk Management
IT Cost Management
IT Vendor Management
IT Governance
Project Management and Agile Practices
Integrations of Different Systems via Connectors and API's
Understanding, Implementation and Testing of API's
Understanding of Different Service Model such as Csaas, Hybrid and Cloud Contact Center Solutions
Project Management Tools such as JIRA, Zoho, Atlassian
Services Now, BMC-Remedy, Siebel, SAL, Putty, Citrix, SolarWinds, Nectar, Manage Engine, STC, ZOHO, LMS, Qlik Sense, Neo Collections, JIRA, SFDC, WinSCP and Postman
Capable of gathering / updating data to maintain departmental records and databases
Good teamwork with positive approach
Learn new thing quickly and adapt to new environment easily
In depth handling overall functioning of processes & implementing processes in line with the guidelines
Proficient in interacting with different departments for executing the sales of all equipment and enhancing the overall efficiency of the organization
Sound knowledge of handling the back-end operations and other general administration activities of the organization
Possess excellent interpersonal, communication and organizational skills
Honest & Punctual at work
Agile project management
Stakeholder Communication
Team Management
Technical Troubleshooting
Cross-functional Team Coordination
Technical project planning
Personal Information
Personal Information
- Passport Number: Yes
- Date of Birth: 12/08/95
- Marital Status: Married
Currentorganization
Currentorganization
Technical Project Manager (Business Analyst), L&T Finance Limited, NBFC, Dec 2022 till date, Leaded Successful Migration of Contact Centre Technology from Convox to Genesys, Handling and management End to End Project and Preparing Gantt Chart and sharing it with all stakeholders, Handling integrations of CRM, Mobile Applications, Chat Bots, Data Warehouse and API's, Involvement in Planning, Execution, Management and Governance in Contact Centre Technology Migration Project, Creation of IVR flow for better customer experience, Leaded in Successful Implementation of IVR in 12 Different Languages, Involvement in BRD Creation and discussions within internal Business Teams, Involvement in finalizing Architecture Design of Contact Center Solution and User Interface for Operations, Handling Telecom Infrastructure required to run the Contact Center Solution, Evaluating Different Technologies for CRM, Collection Applications and Telecom Service Providers for better Contact Center Performance, Handling queries and ensuring all the pointers are closed from Audit Team, Analyzing Risks in the process and ensuring it been closed with some process or technology enhancement, Handling Negotiations with different Vendors and trying to close it within Predefined Budget, Handling Cost Management of the entire Contact Center Vertical, Financial Budgeting of the Vertical and effectively making sure expenses are not exceeded, Vendor Management (Right from vendor Onboarding to Signing NDA), Effective Co-ordinations withing Internal IT Team, Business Teams, and Vendors, Project Management (Designing, Planning, Execution) providing Regular updates withing all stakeholders, Preparing Dashboards, Data and Reports as in when required, Leading Team effectively in Different Projects, Governance within the Projects to make sure timelines are met, Ensuring all the processes are running within the Compliance and no risks are open in the Process, Working as Business analyst i.e. Understanding the requirements, Preparing BRD and making it understand to developer, later involvement in UAT testing and Production deployment, Providing Quarterly Trainings to Business Operations on features of Dialer, Discussions with Product Managers and Business Operations for Gaps and make sure to do enhancements in the Process, Handling Campaign Management, User Management, Access Management and Reports management, Analyzing Gaps and Enhancing the Technology and Defining Strategies for better Performance, Handling and planning for implementation of Centralized and distributed Contact Center solutions and Unified Communications Technologies, Handling CRM integration with external platforms and designing complex call flows involving ACD, IVR, CTI, skill-based routing and Functional routing on Voice and Non-Voice (SMS, Email, Chat etc.), Working as a technical solution specialist to evaluate different technology within current solution element, Experience of Contact Center Solution Infrastructure Components regarding routing, reporting, recording, multi-media, outbound, callback & inbound IVR solutions, chatbot, voice Bot for all Contact Centre platforms, Create and maintain comprehensive technical project documentation and Migration activities including the associated integrations, services, testing standards, IT governance and architectural standards, Handling complete migration of IP-based collaboration: like MPLS network, firewalls, end to end reverse proxies, SIP trunks during transitions with design the SLA and KPI with Service providers and OEM’s, Preparing SOP's, KB documents, Process flows, SOW, NDA for Audit and Compliance, Co-ordinations withing Business Teams, Compliance Team, Audit Team, and Procurement Teams, Handling Technical Support and making sure SLA are been met, Periodically Sharing reports and dashboards with all stakeholders, Doing the Capacity & Sizing assessment basis on the requirements, Creating SOP for risks and constraints associated with solution; Support and provide awareness of IT architectural governance to conduct end-to-end solution design for technology solution components, Working on BCP and DR of the Contact Center Technology, Working on ITIL V4 and PMP PrinciplesLanguages
English, Hindi, Marathi
Previousorganizations
Previousorganizations
- Senior Telecom Engineer – Avaya, SITEL Group, BPO, Feb 2020 - Dec 2022, Handling Domestic as well as International Clients, Handling the MACD request for NICE application (Modify, Add, Change and Delete), Changing the call flow as per the contact center requirements for vector, VDN changes, VAL boards announcements, holiday tables, Mapping the trunk-group DID and VDN mapping, Skills and vectors mapping, DST Changes, Coverage Path, Button Assignments, Handling the incidents for TFN number down, or DID mapping not working with VDN, call routing not working as per call flow for ISDN as well as SIP, Handling issues or incidents for Real-time and Historical reporting on CMS, adding the supervisor skills and splits to managers profile, adding, and removing of the agents in required skills and providing the access rights, Handling the request/incidents and reports related to CMS supervisor, Handling incidents related to NICE Call Recording, Daily Checklists for Avaya Products such as CMS, CMS, AES, MG {G450 and G650}, AMS, NICE Loggers and Servers, Responsible for not only doing checklist and reporting issues but also troubleshooting issues pro-actively to avoid the priority incidents, Monitoring the alarms, and identifying the system alerts related to network, servers, media gateways, Avaya Devices and NICE Devices, Taking the logs for alarms and assigning a local engineer if any manual intervention is required, Doing Preventive Maintenance of various clients and recommending various patches for smooth operations and later upgrading the patches, SITE _READINESS- Performing the system health check activities prior to upgradation and taking the successful backups of all the systems interconnected also checking the network connectivity with the systems and with the interconnected devices, EXECUTION – Performing the prechecks of the system, handling the upgradation activity as per the requirement within the execution window, again performing the post checks of the system for concluding the successful upgradation activity, Performing the pre and post upgrade checks, co-coordinating with regional teams and on-site engineers during activities. Monitoring the sentinel alarms for contact center and NICE loggers And Servers, Co-ordinating with onsite and backbone engineers in case of any major requirement, Maintenance activities, daily sanity checks for Avaya CM, CMS, AES servers, MG {G450 and G650}, AMS, NICE Servers and Loggers also performing the pre-scheduled reboot activities for Main CM and ESS, AES services and NICE loggers, Co-ordinating with Snr Engineer, Local Engineers, Vendor and Onsite team as in when required, Ensuring meeting of SLAs and sending Daily, Monthly and Weekly Reports to Clients and Higher Management, Joining the Weekly client call with Client and provide the Progress of Last Week, Performing Patching on NICE Servers, Troubleshooting and Co-ordinating with Telco Service Provider for Trunk and TFN issues, Troubleshooting and Co-ordinating with Telco Service Provider for Trunk issues, While installation of the new patches, software is for CM, CMS, Media servers S8300, S8500 & Media gateway G450, G650, CDOM, VAL-BD, CLAN, MEDPRO and MM coordinating with vendor, Creating SOPs of new activities or call flow and configurations and sharing with Team and providing Training for New Joiners, Creating the new Call flow for new Project of Existing customers, Audit trail activities for Avaya and Nice devices overall, Working on Vulnerability of Avaya and NICE devices, Working on Tools such as ICON monitoring Tool, UCD and Nectar for in depth troubleshooting, Knowledge about SIP Call Flow and have an experience on SIP troubleshooting
- Trainee Engineer – Avaya, AGC Networks (IMPACT Payroll), Global IT – Telecommunication / (voice) Networking / Business Services, Dec 2017 - Jan 2020, Handling Domestic as well as International Clients, IP Telephony: Knowledge of Avaya IP Telephony & their concepts, Cards and their functions (IPSI, Medpro, CLAN, VAL, Analog, Digital & DS1), Responsible for Backup management for Avaya CM, CMS, AES, and recorder servers etc., Responsible for Power shutdown activities for various Avaya products, Avaya IDs creation, Alarms and health check, Extension creation and Deletion, Send daily, monthly, and weekly reports to Clients and Higher Management, Co-coordinating with local Engineers for Escalated issues, Doing Preventive Maintenance of various clients and recommending various patches for smooth operations and later upgrading the patches, Firmware’s and patches up-gradation, In depth Knowledge of BMC Remedy Service Tool, Request, and Incidents, Checking daily Alarms and Errors of AVAYA communication server, Basic knowledge of ARS, AAR, Call Flow, Routing Rules, and Dial Plan, Troubleshoot on the Avaya related Issue’s, Monitoring/Modification/Addition of all channels/trunks, Monitoring the status, call flow of the call center, Basic knowledge about SIP protocol, SM, SMGR and SBC, Basic knowledge about monitoring tools such as Nimsoft, Nectar and Solar Winds
- Network Engineer, Tikona Infinet Limited (IT Source Payroll), Broadband ISP, July 2017 - Dec 2017, Handling Clients from disconnecting the Broadband Services, Working in Retention Process and preventing clients from disconnection, Handling technical as well as commercial related issues, Handling Special Cases such as Clients who have made Complaints to CEO and on social media and retaining them, Awareness about the Broadband Services and different internet plans
References
References
References shall be furnished on requestAcademics
Academics
Bachelor’s degree, 1st Class, Padmabhushan Vasantdada Patil Prathisthan’s College of Engineering, Electronics& Telecom, 2017, Diploma, 1st Class Distinction, Shivajirao S Jondhale Polytechnic, Electronics& Telecom, 2014, SSC, 1st Class Distinction, Vani-Vidyalaya, Mulund, Maharashtra State Board, 2011Extracurricular Activities
Extracurricular Activities
Certification in Avaya for ACSS Certification in Hardware Maintenance Certification in Naval TrainingDisclaimer
Disclaimer
I Sahil Tarfe hereby undertake that the above information is true to the best of my knowledge.Timeline
Technical Project Manager (Business Analyst)
L&T Finance Limited
12.2022 - Current
Senior Telecom Engineer – Avaya
SITEL Group
02.2020 - 12.2022
Trainee Engineer – Avaya
AGC Networks (IMPACT Payroll)
12.2017 - 01.2020
Network Engineer
Tikona Infinet Limited (IT Source Payroll)
07.2017 - 12.2017
Padmabhushan Vasantdada Patil Prathisthan
Bacherlor Of Engineering from Electronics And Telecommunications
04.2001
Shivajirao S Jondhle Ploytechnic
Diploma from Electronics And Telecommunications
04.2001
Vani Vidyalaya
SSC from Maharashtra State Board
04.2001