Anand Shankar
Technical Architect @Servion Global Solutions
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WORK HISTORY
Technical Architect @Servion Global Solutions
CA
Experienced Contact Center Solutions Specialist with expertise in implementing and managing large-scale, multi-site environments using NICE inContact and NICE CXOne. Skilled in call routing, Studio scripting, and CRM integrations including Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics. Proficient in API development, web services, and database connectivity for custom routing and CRM-driven screen pops. Strong background in ACD call recording, user and skill management, and custom performance reporting. Adept at requirement gathering, BRD creation, project planning, test case development, UAT coordination, and go-live support. Passionate about cloud contact center solutions, customer experience optimization, and workflow automation.Certifications:NICE CXOne Certified CIP CORENICE CXOne Certified CIP CORE PLUSNICE CXOne Certified Quality Management.NICE CXOne Certified Feedback ManagementNICE CXOne Certified Digital First OmniChannel.NICE CXOne Certified Autopilot Advanced.
EDUCATION
Don Bosco Institute of Technology (DBIT), Bengaluru
Bachelor of Engineering - BE, ECE
ABOUT ANAND SHANKAR
13+ Years of Experience in Contact Center Technology: Implementing End-to-End NICE CXOne Products for Small/large multi-site contact centers with DTMF/ASR IVR, CRM Integration for Screen-Pop, Call Recording, OB Dialer, WFM/QM. Developed Self-Service IVR using standard VXML coding for one of the Major US Banking System. Developed Intelligent End to End Call Routing on Aspect ACD while integrating the Contact Center with Siebel CRM with Screen Pop-Up feature for the Agents, and NICE Call Recording for Quality Analysis. Application Support for NICE Engage 6.x Call Recording and NICE Trader Recording 6.x for Customer located all across the Globe.Specialized in the area of: NICE CXOne/ NICE inContact IVR Implementation with CRM Driven Screen-Pop and Call Routing using Web-Service API calls, Personal Connection with Proactive XS. NICE CXOne/ NICE inContact Implementation on WFM, Quality Management (QMA), CXOne Attendant, inView, Digital First Omnichannel (DFO) and many more other CXOne Products. Computer Telephony Integration (CTI). Self-Service IVR using VXML. Intelligent Call Routing Development on Aspect ACD and Integrating Aspect Contact Center with Siebel CRM and NICE Call Recording. Aspect WFM, with Real Time and Historical Reporting. NICE Perform 3.2, NIM 4.1, NICE Engage 6.x and NTR 6.5 Genesys Framework/Call Flow.Trained/Certified on: NICE CXOne CIP CORE Certified. NICE CXOne CIP CORE PLUS Certified. NICE CXOne Digital First Omni-Channel Implementation Certified. NICE CXOne – ACD Administration and IVR Development Studios. NICE Certified Implementation and Support Engineer on Engage Call Recording 6.x NICE Certified Implementation and Support Engineer on NICE Trader Recording 6.x
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