You will get Contact Center Implementations, Migrations and support
Project details
What truly sets me apart is my ability to merge cutting-edge technology with genuine connection. I offer tailored insights, creative collaboration, and a personality that ensures every interaction feels engaging and meaningful—not just like talking to another machine. As for my "projects," they're partnerships: whether it's solving complex technical problems, brainstorming creative ideas, or planning strategies, I aim to empower users to achieve their goals seamlessly and confidently
Target Country
Worldwide, United States, United KingdomWhat's included
| Service Tiers |
Starter
$1,000
|
Standard
$5,000
|
Advanced
$10,000
|
|---|---|---|---|
| Delivery Time | 30 days | 45 days | 70 days |
Number of Projects | 7 | 8 | 6 |
General Project Consulting | |||
Define Project Goals | |||
Define Deliverables & KPIs | |||
Establish Schedule & Milestones | |||
Risk Management | |||
Resource Management | |||
Budget Management | |||
Project Reports | |||
Project Diagrams Provided |
Optional add-ons
You can add these on the next page.
Fast Delivery
+$5,000
Additional Project
(+ 10 Days)
+$5,000About Narendra
Service Delivery Manager in Contact Centre
Kolkata, India - 8:37 pm local time
Summary
Service Delivery/Technical Manager with 16+ years of working experience in IT and BPO Companies digital channels and strategic planning with UCaaS, CCaas, IaC. Proven expertise in managing large enterprise clients, driving digital transformation and optimizing customer satisfaction. Adept at aligning technology solutions with business objectives, driving innovation and achieving high levels of customer retention and growth.
Extensive experience in building and leading high-performing teams, developing success plans and collaborating with cross-functional teams. Seeking a strategic level role to contribute and grow with the organization.
Skills
AWS Connect | AWS Dynamo DB | AWS Lambda | Amazon S3 | EC2 | RDS | AWS Kinesis Stream | Amazon Lex | Amazon Polly | CloudFront| Cognito | Cloud Watch | Kubernetes | Jenkins | Terraform | Docker | CI/CD | Python scripting.
Telecommunications
AWS Connect | NICE CX Configurations | SBC | Acme Packet| Avaya | Audio code |
Managing CX One Clusters | Genesys Framework | Genesys Cloud | Genesys Administrator |
Avaya Aura Communication Managers | Avaya Aura Session Manager | Avaya Aura Contact Centre |
Voice Call recording solutions | VoIP| SIP
Work Experience
Service Delivery Manager August 2023 - August 2024
Black Box Ltd
Implemented UCaaS, CCaaS, CPaaS, Genesys, Avaya, and Amazon Connect solutions for Contact Center and IP telephony projects, enhancing customer experience and driving business efficiency.
Faced high-level business pain, developed and executed success plans, resulting in a 90% improvement in key business outcomes
Conducted regular customer cadences to align with business priorities and provide thought leadership.
Built and maintained cross-functional and executive-level customer relationships to ensure clients understand the value delivered to their business.
Managed team and client operations, resulting in 80% increase in project delivery efficiency and 95% boost in client satisfaction.
Partnered with sales to identify upsell and cross-sell opportunities, contributing to client growth and retention.
Assistance Manager September 2022 - February 2023
MetLife GOSC
Led a global team of professionals to effectively manage client operations, resulting in a 75% increase in client satisfaction ratings and a 85% reduction in project delivery timelines.
Oversight of Service Management Operations, Service Delivery, and Transition/Transformation.
End to End project deployment while working with multiple technologies, Customer onboarding, vendor management.
Proven ability to assess and manage complex obstacles in projects.
Work on project management approaches such as Waterfall and Agile.
Accountability with OEMs on architecture modifications, dependability, and maintenance. Technical and operational ownership of critical and niche account escalations.
Collaborate closely with the project/delivery, stakeholder, and vendor teams to ensure that the proposed
offerings and services adequately fulfil the needs of the consumers.
Work on Risk Identification on infrastructure and preparing proposal to mitigate them.
Working understanding on the design and troubleshooting of AVAYA UC and CC products, AVAYA SBC, AEP,
Media gateways; SIP and H.323 protocols; Knowledge of Cloud computing, VMware, and Microsoft Teams.
Collaborate with other teams to ensure that projects that are ramping up/new arrive on time, and to handle
technical escalations and maintaining the SLAs, TATs, and ETAs.
Managed ITIL framework implementation across 5 projects, achieving 100% compliance rate and improving process efficiency.
Technical Support Engineer June 2016 - July 2021
Avaya India Pvt Ltd
Experience in Implementation, configuration and support of Avaya Aura Contact center. Experience in Implementation, Configuration of Avaya Large and Small enterprise.
Local Survivable Processor LSP) or Survivable Remote Systems. Sip and VoIP installation and troubleshooting.
Upgrade Communication manager 5.2 to 6.3
Installation and configuration Communication manager 6.x
Installation & Configuration of Avaya Media Gateways G450
Project Implementation of Office PBX and Call Center Solutions.
Installation and configuration of System manager and session manager 6.x and 7.x Installation & Configuration of Application Enablement Services AES 6.x and 7.x
Installation & Basic Configuration of SIP Enablement Services with AACC Installation & Basic Configuration of Avaya Voice Portal System.
Network Analyst Mar-2012 - June 2016
FIS Global Business Solutions India Pvt Ltd
Managing & administration of Avaya S8700 & S8730 Media Server.
Configuration and integration of music on hold & recording announcements in VAL board.
Instrumental in implementing and managing Recording environment on the Nice Products over 2000 end users. Responsible for providing the solution of all escalated calls.
Migration of the entire system from Nice Perform 2 to Nice Perform 1 including Application Server, Database servers, CLS servers and
Steps for completing your project
After purchasing the project, send requirements so Narendra can start the project.
Delivery time starts when Narendra receives requirements from you.
Narendra works on your project following the steps below.
Revisions may occur after the delivery date.
Clearly define the goals and desired outcomes of the project.