Vijay Saini

• Led cross-functional teams to achieve project goals on time and within budget constraints.
• Optimized software development processes for improved efficiency and reduced timetomarket.
• Championed adoption of agile methodologies for increased adaptability in a rapidly changing industry landscape.
• Collaborated with business analysts to translate functional requirements into actionable technical specifications accurately.

• Currently working as Contact Center Expert for Sprinklr Voice Care product (CCaaS,UCaaS):

Roles and Responsibilities:

Responsible for enabling Sprinklr Voice product in Client environment by providing viable solution to client by taking there legacy system info that include.

• Infra Sizing .
• IVR flow & ACW.
• New feature requirement.
• Required integration with Client backend systems.
• Number Configuration.
• Routing of Numbers.
• SIP trunk creation .
• IPSEC tunnel creation.
• Telephony integration with different partner(Signalwire,Twilio,Ozontel,AWS)
• Call assignment routing.
• Call center readiness and User machine monitoring.
• Reporting.

Working as Contact center expert :

Roles and Responsibilities:

• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.Some of them mentioned below.
• Transition of CC product from Nortel to Avaya .
• Migration of 52 Inbound + outbound Call center on new product.
• Migration of Self service IVR from CRM to SIEBEL.
• Migration of middle layer (EAI to ESB)
• Airtel+ Tata Merger.
• Airtel Payment Bank Migration.

Client : Bharti Africa ,Prudential Asia.

Roles and Responsibilities::

• Part of ALM(Application Lifecycle Management Team) and responsible for IVR application management.
• IVR application development using Avaya AAOD tool .
• Requirement gathering impact analysis of shared changes.
• Application deployment and go live activity.
• Application server management .
• ACD (Automatic call distribution) routing.
• Call recording .
• CTI based Agent application.

Project :BSNL Data center cdr

Roles and Responsibilities: : As IVR engineer my responsibility to manage End to End contact center (Infra+ Application) for PAN india BSNL customers.

• Nortel PeriPro based IVR application management.
• IP/PBX 81C installation and management .
• MPS-1000 installation and configuration.
• PRI configuration .
• ACD & CCMS server installation and configuration.
• Nortel call recorder.

• Performed troubleshooting for Juniper, Cisco, and packet analysis.
• Troubleshot complex multi-vendor network service provider issues.
• Provided complete end-to-end engineering and installation of route-based IP network solutions.
• Provided network support services for devices such as hubs, bridges, routers, and other hardware.