Sai Suresh
Solution and Platform Integration Architect for Contact Centre @Cognizant
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WORK HISTORY
Solution and Platform Integration Architect for Contact Centre @Cognizant
Bristol, GB
Project: Major EU Insurance provider CCaaS Solutions, UKClient business has contact centers across the globe that would need migration to Cloud Contact center. The Client partnered with Content Guru for its CCaaS solution and migration. Client partnered with Cognigy for Conversational AI solutions. Being a platform architect works closely with Client OE business partners and Content Guru (CG) stakeholders to help in migrating individual Client OE contact center solutions to Cloud contact center in CG. Areas of integration in SSO, SFTP, Storage- Solutioning-German medical equipmentSolution Architect - Genesys CX CloudDesigned the CCaaS solution with Genesys cloud CX3Google dialog flow is proposed conversational AI and Data Integration is snaplogic Genesys Email, Native WFM, Reporting, Omnichannel desktopRFP response, SOW Creation, Requirement analysis, Solutioning, Commercials, Efforts and Timelines.Creditcard issuing company, UK Solution Architect - Amazon ConnectThe legacy data center with cisco has become the end of the life with its existing licenses getting expired.API Integrations include TSYS CTI, Sycurio for PCI payments, WFM and QM via REST APIAD/SSO for user authentication, Contact lens for sentimental analysisStandard reporting and recording, Cloudwatch for monitoring, Agent Assist.British TelecomSolution Architect (PoV)- Genesys CX Cloud/AWS Cloud ConnectCurrently BT has a legacy contact center solution with Genesy engage solution. Point of View(PoV) Proposed eMite and Calabrio as alternate solutions for reporting and WFM solutions.Offshore project lead for IVR, routing and reporting development team for its contact center. Tools used: MPP, JIRA- Pre-Sales -Pre-Sales, RFP response, SOW, Requirement analysis, Solutioning for Volkswagen IE, WhitBread, FreshFields, Citizens Advice
EDUCATION
Sathyabama Engineering College, University of Madras
Bachelor of Engineering (B.E.), Electronics and Instrumentation
SKILLS
ABOUT SAI SURESH
Steering transformative contact center solutions at Cognizant, my expertise in Contact center and conversational AI technologies has been honed over two decades in IT. Specializing in the Architecting, design, pre-sales, implementation, migration and platform support of business solutions for over 20+ years along with project lead and management. My focus is on driving efficiency and innovation in client engagements.My role encompasses pre-sales, design, solutioning to launch, with a strong emphasis on requirement analysis and project management. Partnering with clients like British Telecom, eBay, I have contributed to the successful deployment of tailored CCaaS, AWS Cloud and contact center technology solutions, showcasing my ability to adapt and lead in a dynamic, tech-driven landscape.Certifications: TOGAF FoundationAWS Solution ArchitectAWS AI PractitionerAzure FundamentalsPMP.Design the solution for AWS Cloud, Amazon connect, Genesys cloud and Engage Architecting and Solution proposals with CCasS transformation solutionsExperienced in API and Third Party integrations with CX cloud solutionsKnowledge of conversational AI (Artificial Intelligence) and AI agents.Knowledge of GenAI capabilities in Genesys Cloud, AWS Connect and CCaaS.Basics of AI, GenAI and LLM conceptsExperienced in RFP analysis, Pre-sales and SOW for various Genesys and AWS projectsStrong knowledge in Genesys pure engage, Routing, Reporting, workitem, Emails, Chat, Inbound Voice, Outbound, eservices.Knowledge in AWS services like EC2, S3, VPC, API Gateway, DynamoDB, Direct Connect, Amazon Lex, SQS, EventBridge, Cloud watch etc.Understanding of telephony concepts like switching, PSTN, PBX, VoIP, SIP etc.Experienced in Green field and contact center migration projectsHighly experienced in On-premise contact center solutions. Experienced in Genesys Engage On-premise support and issue analysisKnowledge of design and technical solution proposals for CCaaS/Cloud projectsCustomer-facing deal with various client stakeholdersLeading offshore teams and project management experienceExperience in SDLC and knowledge in agile method of workingLeadership and Project leading experienceExperience and knowledge in CI/CD pipelines like GitHubPossess good communication and presentation skills.
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