Nitin Kharbanda

Dgm - Contact Center Technology & Telco Vas @Airtel Africa

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