Vishad Garg

About Vishad Garg

Forward-Thinking Technologist & Manager with Entrepreneurial Approach. Proven expertise in: Project, Program & Delivery Management.Over 18 years of insightful IT industry experience and 4 years of non-IT experience, with a knack for rapidly mastering new technologies; able to bridge gaps in understanding and tailor technical and operational solutions that deliver high value.Spent a significant amount of time (7 years) in start-up companies, with enough success to keep going for 7 years.Worked with Marquee companies like Oracle, Bank of America, Aspect, CGI and Tata Infotech to name a few.A strong believer of innovation, constantly looking for new ideas and innovations.Introduced and implemented SaFE methodology in order to achieve customer satisfaction by rapid, continuous delivery of useful software. Extensive experience in client facing role, proven expertise in managing and transforming accounts, maturing outsourcing/ off-shoring and engagement models, negotiate agreements; supervise geographically distributed teams, managing stakeholders, revenue stream and ensuring on-time billing.Solid track record of delivering top-quality solutions under aggressive timelines and achieving customer delight.Self-driven person, with “big picture” vision and ability to work with management, staff and customers to convert complex requirements into actionable project plans. Strong team-builder, assembling and managing cross-functional teams to deliver projects on time and budget.Hands on experience in “Managed Contact Center Application Services” and “Product Development”, involved in developing innovative solutions across different Contact Center Platforms.

Experience

1. Senior Manager

   Oracle

   Feb 2018 — Present · Bengaluru, IN

   Currently working with Oracle and setting up New Generation Contact Center (NGCC) using Genesys Contact Center Platform. Responsible for Cyara Automation Testing using Cyara Velocity and Cruncher platform for emulating Customer for IVR flows and self servicing, Cyara Virtual Agents (CVA) to emulate contact center agents, Cyara Outbound to simulate customers and treatment receiving outbound calls, Cyara Web-emulation to automate agent desktop and other contact center application and Cyara API\'s to setup CI/CD pipeline for continuous testing using Jenkins. Responsible for DevOps automation and Release Management for Contact Center by automating CI/CD pipeline of contact center application like IVR, Web-services, dB scripts, Configuration, Infrastructure and testing tools. Managing a BOT team using Oracle Digital Assistant (ODA) to setup Voice and ChatBOT\'s, integrated ODA with Genesys to provide BOT self-service and Genesys Agent routing for assisted services.

Education

• H.B.T.I. Kanpur

  B. Tech., Electronics

  1990 — 1994

• Indian Institute Of Technology

  M. Tech., Management

  1996 — 1998

Skills

• Project Management
• Virtualization
• Workforce Management
• Incident Management
• Natural Language Processing
• Contact Centers
• Surveys
• Project Staffing
• Real Time Reports
• Call Steering
• Unified Communications
• Cti
• Production Support
• Call and Screen Recording
• Managed Services
• Test Management
• Ccaas (Contact Center as a Service)
• Voice Biometrics
• Professional Services
• Aspect
• Non Voice Media
• Aspect Callcenter Acd
• Historical Reporting
• Testing
• Outbound Dialer
• New Business Development
• Mortgage Servicing
• Program Management
• Verint
• Ivr
• Voxeo
• Nuance
• Acd
• Troubleshooting
• Software Project Management
• Project Delivery
• Service Delivery
• Nice
• Voice Analytics
• Proof of Concept