Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
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Suraj Sreekumar

Bangalore

Summary

Results-oriented Technical Account Manager with a proven track record in serving the LTIM Client's on their Cloud transformation journey and Customer success.

Expertise in strategic planning has led to improved operational efficiencies and increased client satisfaction. Recognized for driving high productivity and achieving task completion ahead of schedule. Aiming to leverage extensive experience to further elevate client success and contribute to organizational growth.

Leading the Contact Center CoE and provide Product recommendations, Service strategies, defining Product Roadmaps, best practices and technical guidance, ensuring customer satisfaction.

Responsible for Digital Transformation leveraging Emerging Digital Solutions in Conversational and Generative AI, CCaaS space.

Excel in communication, problem-solving, and adaptability, ensuring successful client engagements and project outcomes.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Technical Account Manager

LTIMindtree
Bangalore
05.2022 - Current
  • Helping LTIM clients in their Contact Center digital transformation journey.
  • Part of Cognitive Infra Advisory, responsible for overseeing and helping navigate customers in their Cloud Contact Center transformation journey.
  • Leading the Contact Center CoE and serving as the technical point of contact for clients to provide product recommendations, service strategies, defining product roadmaps, best practices, and technical guidance, while ensuring customer satisfaction.
  • Implemented strategies for improving customer retention rates through proactive communication and problem resolution techniques.
  • Generated monthly reports outlining progress towards goals established with clients.
  • Implementation of different modules of the Contact Center in Talkdesk, NICE, and other products.
  • Consulting on Enterprise architecture and Contact Center digital transformation and expansions.
  • Leading and managing developers and integration specialists.
  • Initial integration of Twilio & CXone for SMS
  • New Text/Chat Channel: Initial Contact, Task Automation.
  • NICE MaxAgent to Salesforce integration.
  • Call scheduling model using custom API integration with NICE.
  • Consulting and documentation for contact center solutions.
  • Technology & Tools: NICE Studio, Visual Studio, PPT, MS Word, Confluence, and Jira.

Team Leader

NICE Ltd.
Bangalore
06.2016 - 04.2022
  • Manage the global accounts of NICE Recording solutions for contact center and trading floor recording portfolios across the globe.
  • Deliver best-in-class services through continuous improvement.
  • Information gathering from account managers and peer consultants for proposing solutions with high quality and scalability in a cost-effective manner.
  • Coordinate major incidents utilizing technical and business resources.
  • Execute the Incident Management process tasks in adherence to Agile global standards.
  • Analyzing the As-Is stage, a detailed walkthrough of the existing setup, and estimations based on code complexity for projecting the To-Be state are the key features of this proposal.
  • Managed and delivered projects: release management, onboarding operations, product baselining, technical solution delivery, and consulting.
  • Implemented new features and improved the existing CC and UC system.
  • Solution design, deployment, integration, and configuration of NICE NTR Compliance Recording CTI PBXs – Cisco, IPC Unigy, Alliance, Avaya, Microsoft Teams, BT, Genesys, Cloud9 Mobile Voice Recording, etc.
  • Being proactive in identifying and taking measures required to prevent escalations.
  • Helping the team address technical queries and resolve escalations from clients and internal stakeholders for smooth operations, or preventing potential escalations.
  • Document and track all problems, and provide timely updates to executive members.
  • Key Achievements: Led a team of 40 engineers, supervising and mentoring them in implementing and supporting clients on recording and compliance infrastructure.
  • Successfully implemented NICE Recording and CXone solutions and made enhancements as per client requirements.
  • Extend high-end technical support, and ensure high customer satisfaction levels through prompt redressal of their problems.

Module Lead

Microland Ltd.
01.2015 - 06.2016
  • Provide implementation and technical support, remote maintenance, and troubleshooting of various Avaya IP Telephony, Legacy TDM, and converged equipment.
  • Avaya switch administration (S88XX, S87XX, S8500, and S8300), and Cisco CUCM basic.
  • Understanding and analyzing the needs and requirements.
  • Integration of the SIP client to initiate communication between the customer DC, SIP endpoints, and ITSP.
  • Managing and supporting all kinds of interface and circuit cards: IPSI, VAL, CLAN, MedPro, DS1, and ACME SBCs.
  • Configuration of contact center call flows – ARS, AAR route pattern, dial plan, hunt group, VDN, vector, etc.
  • Incoming call handling treatment of DID numbers into the respective trunks, and public unknown numbering.
  • Installation and configuration of Avaya Aura Comm Manager 5.X/6.X.
  • Technology & Tools: Avaya Site Administrator, Enterprise Configurator, Putty, PowerShell.

Technical Pre-sales Consultant

Mindtree Ltd.
07.2012 - 01.2015
  • Designed the Telecom Infrastructure as per client requirement and proposing qualitative IP Telephony design solutions in multi - portfolios of Cisco, Avaya, and Interactive Intelligence
  • Offered consulting for Enterprise architecture, UC, and Contact Center expansions.
  • Conducted market research to identify selling possibilities and evaluate customer needs.
  • Addressed customer questions and concerns regarding products and services.
  • Served as a Solution Design Engineer, providing design solutions on Unified Communication and Contact Center solutions.
  • Engineer the solutions based on customer requirements, provide solution documents or diagrams as necessary, and present solutions to the customer.
  • Provide support on solution designing and consultation, along with the creation of Sales Quotations and other related tools/processes within the established Service Level Objectives.
  • Technology & Tools: Avaya OneSource, Avaya RFA tool, PLDS, Enterprise Configurator, Solution Designer.

Technical Support Engineer

Concentrix
08.2010 - 07.2012
  • Handled move, add, change requests for Avaya Call center
  • Installation and configuration of Avaya Aura Comm
  • Manager
  • Deployment and troubleshooting of Avaya IP phones, direct technical support for delivery and project development tool maintenance
  • Configuration of Voice Interfaces: Circuit packs, CLAN, DS1 cards & ISDN T1/E1 PRI
  • Monitoring & routine health checks of trunks, Alarms in servers, gateways, and CMS servers
  • Basic administer & monitoring CMS, NICE and Verint servers
  • Coordination with various Service Providers for VoIP fluctuations/stability issues
  • Documentation for Avaya UC solutions, maintain knowledge articles and process docs
  • Technology & Tools: Avaya Site Administrator, Active Directory, Windows support, Linux

Education

Executive Management Development Program - Product Management And Business Strategy

IIM Kozhikode
08-2023

Bachelor of Engineering (B.E.) - Electronics & Comm Engineering

Anna University
01.2010

Class 12 - Science, CBSE

01.2006

Class 10 - Science, CBSE

01.2004

Skills

  • Client Relationship Management
  • Contact Center Technical consultation
  • Cross-Functional Team Engagement
  • Effective Task Prioritization
  • Stakeholder Requirements Coordination
  • Stakeholder Engagement
  • Project Management
  • Strategic Planning
  • Key Metrics Evaluation
  • Conversational AI
  • Product Software - Talkdesk, NICE CXone
  • Amazon Connect
  • AVAYA UC/CC Enterprise Configurator
  • Client onboarding
  • Product lifecycle management
  • Product Upselling techniques

Certification

  • Talkdesk Certified Professional
  • NICE CXone Certified Professional
  • NICE Certified Support and Implementation Engineer - NTR-X
  • NICE Certified Support and Implementation Engineer – NTR
  • NICE Certified Support and Implementation Engineer - Communication Surveillance
  • AWS Certified Solutions Architect - Associate (SAA-C02)
  • AVAYA APDS Certified - Unified Communication & Contact Center
  • ITIL v4 Foundation Certified

Websites

Timeline

Technical Account Manager

LTIMindtree
05.2022 - Current

Team Leader

NICE Ltd.
06.2016 - 04.2022

Module Lead

Microland Ltd.
01.2015 - 06.2016

Technical Pre-sales Consultant

Mindtree Ltd.
07.2012 - 01.2015

Technical Support Engineer

Concentrix
08.2010 - 07.2012

Executive Management Development Program - Product Management And Business Strategy

IIM Kozhikode

Bachelor of Engineering (B.E.) - Electronics & Comm Engineering

Anna University

Class 12 - Science, CBSE

Class 10 - Science, CBSE

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Suraj Sreekumar