Nitin Kharbanda
Deputy General Manager - Contact Center Technology & VAS at Airtel Africa, | Project solutioning & Delivery | Service Delivery| Architecture & design| CCIE Collaboration #46750|
- Role
- Dgm - Contact Center Technology & Telco Vas at Airtel Africa
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Nitin Kharbanda
With over 18 years of industry expertise, currently leading Contact Center Technology and…
Experience
Dgm - Contact Center Technology & Telco Vas
Nov 2020 — Present · Gurugram, IN
Multifaced role heading the Contact Center Technology & VAS domains, exposure spanning across different roles including : Contact Center Architecture & Design – End-to-end solutioning and deployment across multi-country environments Telco VAS Platforms – Good understanding of Comviva products (LEAP, UNO, Pretups), involving USSD, SMS, and bundle recharge integrations Project Delivery & Transition – Managing complex deployments and transitions 24x7 Operations & Service Delivery – Driving operational excellence and service continuity across geographies RFP/RFI Management – Expertise in SOW creation, OEM evaluation, partner finalization, and vendor negotiations Stakeholder & Partner Management – Building strong relationships across internal teams, OEMs, and external partnersManaging a diverse team of 120+ members (MSP’s + FTE’s) to run the daily 24x7 Contact Center & VAS operations; designed & Delivered Contact Center technology solution & refreshed the entire Tech model from Avaya to Cisco Contact Center platform across 14 countries by deploying Customer oriented Interactive Voice response system, Email & Chat Solution, Agent Screen & voice recording Solution, CRM, Monitoring, backups, etc.People leadership including Skill Evaluation, Recruiting, Onboarding, Training, and Performance management
Skills
- Ccna
- Telecommunications
- Routing
- Itil® V3 Foundation
- H.323
- Cisco Call Manager
- Sip
- Ip
- Cisco Technologies
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