Suryavesh R. Sahani
Technical Lead | Genesys Cloud CX + PureConnect + Pure Engage | NICE CXone MPower & DFO | Agile | DevOps | Gen AI | ITIL |
- Role
- Consultant at Tata Consultancy Services
- Location
- Pune District, MH, IN
- LinkedIn followers
- 500 followers
About Suryavesh R. Sahani
With over 12+ years of progressive experience in Contact Center Technologies…
Experience
Consultant
Aug 2021 — Present · Pune, IN
Experienced and results-oriented Technical Lead with a strong track record in designing, migrating, and optimizing enterprise contact center platforms across Genesys Cloud CX, PureEngage, PureConnect, and NICE CXOne. I specialize in leading cloud transformation initiatives that align with business goals, enhance customer experience, and ensure operational resilience. Lead end-to-end deployment and migration of contact center platforms, ensuring seamless transition from legacy systems to cloud-native environments. Conduct strategic workshops with business teams to redesign call flows, IVR logic, and routing strategies for future-proof customer engagement. Collaborate within DevOps teams to automate CI/CD pipelines, implement Infrastructure-as-Code, and improve deployment reliability. Practice Agile methodologies to accelerate delivery of features and enhancements while maintaining flexibility to adapt to evolving business needs. Maintain comprehensive documentation and knowledge bases for Genesys/NICE configurations, processes, and operational procedures. Partner with stakeholders to gather requirements, triage post-implementation issues, and define long-term roadmaps for platform evolution. Provide technical leadership and mentorship to engineering teams, promoting best practices and continuous improvement. Manage incident resolution and change control processes, ensuring minimal disruption and high availability. Monitor application performance, conduct system audits, and perform tuning to optimize efficiency and scalability. Lead cross-functional teams through major upgrades and migrations, ensuring alignment with enterprise standards and timelines. Drive root cause analysis and implement preventive measures to mitigate future risks.I bring a strategic mindset, deep technical expertise, and a passion for delivering impactful solutions that elevate customer experience and business performance.
Education
Amravati University
Bachelor of Engineering (B.E.)
2009 — 2013
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