Raghavendra Bhat

About Raghavendra Bhat

Seasoned professional with 20+ years of experience in program, technical, senior manager roles. Has proven track record in driving managed service delivery in multi-clients and multi-platform environments. Currently managing team of 50+ members working in large scale Genesys cloud program. Has good experience in project management, scope, schedule, estimation, forecasting and service delivery to meet quality and service level requirementPossess cross-functional domain knowledge spanning project management techniques, Agile Methodology, managed services, devops, administration and infrastructure management.Possess good leadership qualities in mentoring the team members on the product and the technology, interfacing with development, testing, support and documentation teamDeep understanding of business requirements and translate them into feasible technical solution.Coordinating with various interface teams, partners, clients and third-party vendors for end-to-end solutions.Experience in managing planning, design, development, testing, implementation, and operations of cloud, and on-premises based contact centers, IVR, call routing, computer telephony integration with middleware applications.Has strong domain experience in Contact center technologies, collaboration, customer experience products like Genesys Cloud CX, Amazon Connect and Cisco.Has good experience in implementing digital and voice bots, AI, GenAI and knowledge training to handle self service in voice, chat and social media channelsPossess rich experience in the complete product development lifecycle – Requirement analysis, Project Scheduling/tracking/management, Proof-of-Concept, Architecture definition, Design, Implementation, testing & post-production support.Well versed Agile methodology and scrumAdvanced knowledge of Linux commands, network administration, TCP/IP and Web services.• Domain: Contact Center, Telephony, Cloud, Networks, IVR, Call Routing, CTI, Genesys, Amazon Connect, Cisco Voice, ICT, Unified Communication, VOIP, Video, IPTV, AWS, Cloud Technologies and IP Voice Network• Technology: Genesy Cloud CX, Genesys PureConnect, Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Instant Message and Presence (IM & P), Computer telephony integration (CTI), Cisco Unified Contact Center Enterprise (UCCE), UCCX, ICM, CUIC, IP IVR, Shell, SQL Server, MySQL, Amazon AWS and EC2• Tools: Salesforce, ServiceNow, JIRA

Experience

1. Senior Technical Manager

   Infosys

   Apr 2021 — Present · Bengaluru, IN

   Genesys Cloud, Amazon Connect, Cisco UC and CC

Education

• MGM College Udupi

  PU, PCMB

  1997 — 1999

• UVCE (University Visvesvaraya College Of Engineering)

  B.E, E&C

  1999 — 2003