Shabab H
Gurgaon
Summary
Enterprise and Solution Architect with 22+ years of experience delivering large-scale IT architecture, cloud transformation, and contact center modernization programs across global enterprises. Proven expertise in enterprise architecture frameworks (TOGAF), cloud platforms, AI/automation, and system integration. Track record of delivering $100M+ technology programs, enabling digital transformation through cloud, AI, automation, and modern contact center platforms. Strong leadership in aligning technology strategy with business outcomes, managing global cross-functional teams, and driving scalable enterprise architectures. Core strengths include enterprise architecture governance, digital transformation strategy, AI enablement, cloud modernization, and complex solution design.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Solution Architect
C1
Gurgaon, Haryana
09.2025 - Current
- Delivered 26 solutions so far valued $1,822,039.
- Provides solution consulting, technical architecture and sales support for account opportunities
- Provides live demonstrations as needed.
- Develops and maintains technical competency and related certifications for all core products and solutions areas.
- Keeps current on industry changes, participates when possible, in organizations directly involved with SME products and services, and continually works to improve techniques and knowledge.
- Provides timely and accurate deliverables to sales teams including statements of work and product architectures and other artifacts.
- Participating in Discovery and Documentation of Business Requirements specific to area of expertise which may include ROI and TCO models
- Responsibility for 3rd Party Quotes and SOW language for area of expertise.
- Providing relevant Statement of Work Language to Solution Architect resources and Guidance around content flow.
- Participating in Solution/Delivery Assurance and Services Handoff Meetings.
- Ensures productive relationships with manufacturer technical peers.
- Assumes responsibility of being dedicated to accounts as needed.
Lead IT Solution Architect/Group Leader
Concentrix
Gurgaon, Haryana
12.2021 - 08.2025
- Delivered 132 enterprise deals valued at ~$996M over 3 years by architecting scalable CX and contact center solutions.
- Led AI-enabled contact center transformation, implementing Voice Bots, Chat Bots, Speech Analytics, Self-Service IVR, and RPA (Automation Anywhere, BOTminds).
- Designed end-to-end enterprise architecture solutions leveraging Genesys, Avaya, and enterprise IT infrastructure.
- Partnered with sales, procurement, delivery, and engineering teams to develop technology strategy and solution proposals.
- Led RFP/RFI/RFQ responses, solution architecture, and technical documentation (BRD, SOW, BOM, architecture blueprints).
- Acted as primary liaison between business stakeholders and technical teams to translate requirements into scalable enterprise solutions.
- Supported solution delivery planning, resource estimation, and architecture governance to ensure successful implementation.
Assistant Manager
General Electric
Hyderabad, Telangana
10.2011 - 06.2025
- Led large-scale contact center and IT transformation programs, delivering enterprise platform modernization initiatives.
- Deployed and upgraded NICE, Verint, and Avaya technologies across global contact center environments.
- Managed global contractor teams and full SDLC lifecycle for enterprise solution delivery.
- Led IT infrastructure migrations involving VMware, SAN, Active Directory, DNS, DHCP, and enterprise networking.
- Ensured security compliance, system monitoring, release management, and platform stability, while coordinating UAT and stakeholder engagement.
Senior Technical Designer
British Telecom
Gurgaon, Haryana
07.2015 - 12.2021
- Led technical solution design and architecture for enterprise contact center platforms across global clients.
- Developed High Level and Low Level Designs (HLD/LLD) for solutions using Verint, NICE, Calabrio, Avaya
- Delivered technical proposals and RFP/RFI/RFQ responses, including solution costing, effort estimation, and architecture documentation.
- Applied TOGAF architecture methodology to design scalable and reusable platform architectures.
- Led POC development, UAT validation, and production deployments ensuring successful solution delivery.
- Provided design authority, risk assessment, and technical governance for complex network and platform solutions.
- Mentored architects and engineers while promoting design best practices and reusable architecture patterns.
Technical Analyst
ACIS, Allianz Group Company
11.2010 - 11.2011
- Provided consulting and technical support for contact center platforms including NICE call recording and Avaya contact center solutions.
- Managed infrastructure support and IT service processes, including incident, problem, change, and release management.
Customer Support Engineer
NICE Interactive Solution (P) Ltd
07.2008 - 10.2010
- Implemented NICE call recording platforms integrated with Avaya, Cisco, Alcatel, Genesys, and Nortel PBXs.
- Managed enterprise deployments, upgrades, and integrations across multiple customer environments.
- Configured SQL Server and Windows Server infrastructure supporting NICE solutions.
- Delivered greenfield deployments, migrations, and production support for 15 Fortune 500 clients.
- Developed new Alcatel PBX integration, later adopted as a reference for engineering teams.
Senior Engineer
Wipro InfoTech Ltd
08.2006 - 07.2008
- Managed, implemented, and supported enterprise contact center platforms including Cisco (CUCM, Gateways), Avaya (Communication Manager, AES, Modular Messaging, Vector Programming), and NICE call recording systems.
- Maintained and administered contact center infrastructure and telephony platforms, ensuring system stability and performance.
- Supported deployment, integration, and troubleshooting of multi-vendor contact center environments.
Engineer
Spin Telecom Pvt Ltd
06.2003 - 08.2006
- Managed, implemented, and supported enterprise contact center platforms, including Avaya Communication Manager ecosystems and NICE call recording solutions.
Education
MBA - Information System
Sikkim Manipal University
Bachelor of Engineering - Electronics And Communication
Hindustan College of Science And Technology
AgraSkills
- Presales, Consultancy, Advisory services on AVAYA CC and UC portfolios, NICE call recording portfolios Verint call recoding portfolios Calabrio call recoding and quality monitoring
- AWS (EC2, VPC, IAM, ROUTE 53, Auto Scaling, S3, RDS, SNS, Cloud Watch)
- Cisco (CUCM, Cube, Gateways)
- Genesys (Genesys Voice Platform)
- Good understanding on IT Infra (AD, DHCP, DNS, Email, Backup, SQL DB, Firewalls, Router/Switches, LAN, WAN, Windows Operating systems, Linux, Web servers, Antivirus, F5 Load Balancer)
- Expert on MS Office (MS Excel, MS doc, MS PPT, MS Visio)
- Leadership
- Data science and Machine Learning (Machine Learning, Deep Learning, Natural Language Processing, Generative AI (GenAI), Prompt Engineering
- Programming Languages: Python, SQL
- AI Ethics: Understanding data privacy, bias mitigation, and responsible AI implementation
Accomplishments
- Achieved the Certificate of Excellence Award (BT)
- Achieved the Long Service Award (GE)
- Received the Special recognition Award (Wipro)
- Received the Best Team Award (Wipro)
- Received the Special recognition Award (NICE)
- Received Architect Innovation Award (Concentrix)
- Received Ops Acer award (Concentrix)
- Received Ops rising start award (Concentrix)
- Received Ops Rookie award (Concentrix)
- Received Q3 23 awards (Concentrix)
- Received Team awesome awards (Concentrix)
Certification
- Executive Post Graduate Certification in Data Science and Artificial Intelligence, December 4, 2025
- Avaya Aura Overview for Design, September 17, 2025
- Designing Avaya Infinity, October 24, 2025
- AXP Public Cloud Design, September 29, 2025
- Consulting and Demonstrating AXP Public Cloud, September 29, 2025
- Designing Avaya Infinity and Building Workflow, October 27, 2025
- Avaya Cloud Office Design, September 10, 2025
- Consulting and Demonstrating Avaya Cloud Office, September 10, 2025
- Cisco Webex Foundation, November 11, 2025
- AWS Certified Cloud Practitioner, December 1, 2022
- TOGAF 9.0, June 1, 2021
- Agile Foundations, July 1, 2021
- PRINCE2 Practitioner, December 1, 2016
- BQF Lean Practitioner, October 1, 2014
- Information Security Management System, January 1, 2014
- ITIL Foundation, June 1, 2011
- NICE Perform 3.1 Interactions, December 1, 2008
Languages
English, Excellent
Hindi, Excellent
Timeline
Solution Architect
C1
09.2025 - Current
Lead IT Solution Architect/Group Leader
Concentrix
12.2021 - 08.2025
Senior Technical Designer
British Telecom
07.2015 - 12.2021
Assistant Manager
General Electric
10.2011 - 06.2025
Technical Analyst
ACIS, Allianz Group Company
11.2010 - 11.2011
Customer Support Engineer
NICE Interactive Solution (P) Ltd
07.2008 - 10.2010
Senior Engineer
Wipro InfoTech Ltd
08.2006 - 07.2008
Engineer
Spin Telecom Pvt Ltd
06.2003 - 08.2006
Bachelor of Engineering - Electronics And Communication
Hindustan College of Science And Technology
MBA - Information System
Sikkim Manipal University