Rahul Jindal

Ccaas Consultant Po @Capco

Toronto, ON, CA

Analyzed REST APIs for customer identification, authentication, OTP, and SMS services to integrate with CCaaS platform, documented payload specs, field validations, orchestration rules, and exceptions.• Conducted deep dives on existing AWS & Genesys implementations, created concise solution walkthroughs for architects, and mapped legacy integrations to future cloud-first target state.• Facilitated microservices layer enhancements to improve latency & integration efficiency, drafted design diagrams aligning with evolving business journeys.• Led workshops with business and technology teams to capture requirements, refine acceptance criteria, and ensure alignment to CCaaS modernization objectives.• Contributed to CCaaS vendor selection through RFP documentation, demo coordination, and scoring frameworks.• Created and presented solution comparison decks including agent desktop assessments (Salesforce vs other vendors) and IVR capability alignment.• Contributed to the contact center solution, design diagrams and individual applications being integrated with CCaaS.• Participated in requirements workshops to understand the current state requirements and assess those from CCaaS Perspective.

BIRLA INSTITUTE OF MANAGEMENT TECHNOLOGY (BIMTECH)

Management- Insurance, Insurance & Risk Management

Punjabi University

Bachelor of Commerce (B.Com.), Business/Commerce, General