Mukesh Kumar

About Mukesh Kumar

Diligent customer experience professional successful at satisfying all type of customers (BFSI) with creative and knowledgeable solutions. Lead team of customer service-focused professionals to improve customer rating, reduce complaints and increase business. Senior Leader and outstanding performer in customer excellence and people development within Cloud collaboration. Proven track record building highly effective performance-based teams focused on adding value to the customer. History of fostering strong, trust based relationships with staff, peers, upper management, vendors, and partners.I have 18+ years of experience in telecom & information technology. This 18+ years tenure has wide experience in different format (Service Assurance/Voice Ops, Service Delivery, Professional Service, Solution design, Software and Product Development). I’ve often served as a direct point of contact for senior business leadership to drive solutions. I have lot of experience working with SQL, SSRS Reporting, developed custom software in different languages Perl, PHP.Net, Python, AngularJS, React JS and written more than 100 applications which were or are used within organisation or by external customers.In recent years, I have specialized more in telephony with an emphasis on Genesys cloud and AWS cloud Contact canters managing projects to design and developed call flows, campaigns, custom reporting, Social media integration, AI based ASR, omnichannel integration, workforce optimization, Analytics as well for increasing operation efficiency AI based auto FLT, Proactive monitoring for CPaaS and CCaaS. Taken initiatives and worked together with product, security, and legal team to build cloud contact center platform in different geographic location UK and US comply with GDPR, PCIDSS, TCPA, HIPAA, DNC compliance of respective country. Understanding of UK FCA guidelines.

Experience

1. Deputy General Manager Operations

   Tata Communications

   Apr 2022 — Present · Pune, IN

Education

• Motivational Pathway

  B-Tech, Computer Science

  2000 — 2004

• Dr. A.P.J. Abdul Kalam Technical University

  Bachelor of Engineering - BE, Computer Science & Engineering

Skills

• Sip
• Mysql
• Vbscript
• Javascript
• Contact Centers
• Session Initiation Protocol (Sip)
• Cuic
• Service Delivery
• Sql Tuning
• Team Management
• Mediasense
• Databases
• Isdn
• Troubleshooting
• Icm Scripting
• Windows
• Internet Protocol (Ip)
• Visual Basic .net (Vb.net)
• Ip
• Sql Server Reporting Services (Ssrs)
• Ivr Development
• Social Miner
• Pre-Sales
• Development Manager
• Vendor Management
• Finesse
• Integration
• Enterprise Software
• Cisco Systems Products
• Cvp Ivr
• Crm
• Pl/Sql
• Ivr
• Cloud Computing
• Linux
• Telephony
• Telecommunications
• Voip
• Ucce
• Voice Over Ip (Voip)