Kalpesh Gandhi

About Kalpesh Gandhi

Kalpesh has proven records in participating and building corporate strategies to support business growth. He has successfully implemented and managed changes to drive organizational performance. •He is responsible for setting up the PMO for various organizations and has converted PM function from merely a monitoring function into a quality & revenue generating function.•Kalpesh has deployed large scale contact centers ranging from seats. He has experience in managing IT Infrastructure and application support for such large scale contact centers and IT organizations. •Kalpesh has managed team of Consultants, Solution Architects, Engineering, Project Managers and partners to deliver effective professional services across the region with full accountability for team’s utilization, profit and loss, services sales for sustainable business growth.•Kalpesh focuses on creating a highly dynamic work environment that facilitates innovation and continuous improvement in projects. He empowers employees to produce results beyond expectations. •He always looks at “big picture’ while making strategic and operational planning. He uses prudent financial analysis, practical accounting and financial control tools together with business knowledge to generate fully-integrated financials including costs, expenses, and inventory. •Having worked with two key contact center OEMs (i.e. Genesys and NICE), he has gained vast experience in the latest and top notch products in delivering on premise as well as cloud based contact centers, Robotic Process Automation (RPA) and Big Data analytics using Nexidia. •Kalpesh has spent close to 20 years only in contact center and digital CX, and gathered strong insights in the area of IVR, Multi channel Routing, Reporting, Workforce Management, Performance management tools (NPM), Robotic Process Automation and Voice Analytics. •He has managed hosted contact center where his responsibilities included Product Development, Service Provisioning, Service Assurance and Professional Services.

Experience

1. Vice President

   Hexaware Technologies

   Jul 2023 — Present · Mumbai, IN

Education

• Sikkim Manipal Institute of Technology - SMU

  BSC IT, Technology

  2002 — 2005

• Sikkim Manipal Institute of Technology - SMU

  Master of Business Administration (MBA), Operations Management and Supervision

  2005 — 2008

• Shah and anchor Kutchi Polytechnic

  Diploma in Digital Electronics

Skills

• Program Management
• Ivr
• Contact Center Planning
• Project Planning
• Genesys
• Maintenance & Repair
• Contact Center Design
• Contact Center Implementation
• Contact Centers
• Contact Centre
• Consultanc Contact Centre
• Project Management
• Contact Centre Operation and Maintenance
• Avaya
• Sip