Vignesh Jothi
Bengaluru
Summary
Dynamic Enterprise Implementation and Delivery Manager with over 10 years of experience in CCaaS and Cloud Contact Center solutions, specializing in end-to-end deployments for global clients. Expertise in Avaya CCaaS AXP and cloud delivery projects, managing cross-functional teams of 19 engineers and consultants to consistently achieve project objectives. Proficient in project governance, client relationship management, technical troubleshooting, and API integrations, ensuring seamless implementations that align with client needs. Committed to mentoring teams, mitigating risks, and delivering scalable, high-quality enterprise solutions in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Cloud Delivery Manager
Innovatia Technical Service
06.2018 - Current
- Lead a team of 19 consultants & engineers delivering Avaya CCaaS & AXP solutions for enterprise clients.
- Act as primary client contact during project lifecycle, ensuring stakeholder alignment and satisfaction.
- Coordinate with various teams (technical, sales, support) to ensure seamless integration of cloud solutions and Avaya Aura.
- Act as the primary point of contact for stakeholders, including clients, internal teams, and partners, to gather requirements and provide updates.
- Develop comprehensive project plans that align with Avaya’s objectives for AXP implementations and Avaya Aura architecture.
- Oversee the end-to-end execution of cloud delivery projects, ensuring timely and within-budget delivery of AXP/CCaaS.
- Conduct regular status meetings and ensure clear communication throughout the project lifecycle.
- Identify and assign project resources, ensuring that the appropriate technical expertise is available for AXP projects.
- Facilitate training and support for team members on Avaya cloud solutions to maximize project efficiency.
- Identify potential risks associated with AXP implementations and develop mitigation strategies.
- Monitor project risks throughout the lifecycle and adjust plans as necessary to ensure project success.
- Establish quality control measures to ensure AXP solutions meet Avaya's high standards before deployment.
- Conduct post-implementation reviews to assess the effectiveness of the solutions and identify areas for improvement.
- Track and manage project budgets, ensuring effective financial oversight and aligning expenditures with project goals.
- Maintain project documentation, including progress reports, meeting minutes, and status updates.
- Present project updates and outcomes to senior management and stakeholders.
- Ensure high levels of customer satisfaction by providing dedicated support during the implementation and post-deployment phases.
- Gather feedback from end-users to enhance future projects and service offerings.
Principle Software Specialist
Servion Global Solution
09.2016 - 06.2018
- SME in Deployment of products such as Avaya SMGR, ASM, CM.
- Proficient in Configuring & troubleshooting Avaya SMGR, ASM, CM, AADS.
- Good hands-on experience in capturing and analyzing SIP traces.
- Configuring Session Manager, SIP users, SIP entity, Routing and Adaptation on System Manager.
- Backup support to Emergency Recovery queue to closely work with Customer / Business Partner on Outages.
- Troubleshooting licensing-related issues across various Avaya products.
Engineer
VIS Network Pvt Ltd
12.2015 - 07.2016
- Implementation and troubleshooting Avaya Aura CM,ASM,SMGR.
Education
BE - ECE
PSNA college of Engineering & Tech
Dindigul, Tamilnadu06.2015
Skills
- Platforms: Avaya AXP CCaaS Cloud & Avaya Aura
- Project & Team Leadership: Stakeholder management, mentoring 19 consultants
- KPIs & Process Management: SLA compliance, Metrics and Runbooks
- Integrations: CRM (Salesforce Service Cloud), APIs, third-party applications
- Troubleshooting Tools: Wireshark, Avaya diagnostic tools (SIP trace)
- Voice & Network Protocols: VoIP, SIP, RTP, TCP/IP, WebRTC, SBCs, IVR, ACD, CTI
- Critical design review
Accomplishments
- Successfully delivered multiple enterprise CCaaS projects across telecom clients.
- Improved client CSAT by 18% through proactive risk management and structured escalation handling.
- Reduced project delivery cycle time by 25% by introducing standardized templates and processes.
Languages
English
Tamil
Timeline
Cloud Delivery Manager
Innovatia Technical Service
06.2018 - Current
Principle Software Specialist
Servion Global Solution
09.2016 - 06.2018
Engineer
VIS Network Pvt Ltd
12.2015 - 07.2016
BE - ECE
PSNA college of Engineering & Tech