Summary
Overview
Work History
Education
Skills
Certification
Timeline
AssistantManager
Swati Sharma

Swati Sharma

Senior Profession II/Manager
Gurgaon,HR

Summary

Dynamic Technical Account Manager with over 9 years of experience specializing in Cisco collaboration technologies. Expertise in managing and supporting comprehensive Webex Contact Center (WxCC) and UCCX implementation projects, ensuring seamless execution and client satisfaction. Proficient in stakeholder management, conducting service reviews, and effectively handling escalations to enhance the overall customer experience through strategic collaboration with Business Units and Engineering teams. Additionally, valuable exposure to UCCE implementations contributes to a well-rounded skill set in the technical account management landscape.

Overview

11
11
years of professional experience
1
1
Certifications
3
3
Languages

Work History

Senior Analyst II

Capgemini
04.2021 - Current
  • - Lead and supported end-to-end implementations of Webex Contact Center and UCCX for global clients including a major global enterprise customer.
  • - Regularly involved in solution discussions, issue triaging, and escalation management.
  • - Acted as the central point of contact for Webex, Webex Calling, Webex Contact Center, UCCE, PCCE, and UCCX services.
  • - Engaged with BU/Engineering on customer feature requests, product bugs, and service enhancement.
  • - Conducted regular Service Reviews and Executive Briefings (monthly/quarterly).
  • - Supported UCCE implementation planning and coordination, with no direct scripting responsibilities.

Technical Solutions Leader

Altran
11.2015 - 03.2021
  • - Provided advanced TAC support for Cisco Collaboration (CUCM, CUBE, CME, CUC, IM&P, Jabber).
  • - Mentored peers and led internal labs and training initiatives.
  • - Acted as Technical Lead for 1.5 years; owned escalations and handled complex deployments.
  • - Interviewed and evaluated technical candidates for Cisco TAC.

Senior Analyst

HCL
01.2013 - 10.2015
  • - Supported Cisco CMS and Telepresence endpoints for Bank of America.
  • - Monitored incident management systems and resolved user queries.
  • - Onboarded and mentored new team members.

Education

BE - Electronics & Communication Engineering

Panjab University Regional Center
01.2013

Skills

Webex CC and UCCX deployment expertise

Certification

CCIE Collaboration (Active)

Timeline

Senior Analyst II

Capgemini
04.2021 - Current

Technical Solutions Leader

Altran
11.2015 - 03.2021

Senior Analyst

HCL
01.2013 - 10.2015

BE - Electronics & Communication Engineering

Panjab University Regional Center

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Swati SharmaSenior Profession II/Manager