Suresh Kumar
Flat # 103,Block A, Shreenath Residency,
Near M.S. University,
Sayajigunj, Vadodara, Gujarat
[email protected]+91 9970034871
PROFESSIONAL SUMMARY
Experienced and results-driven IT professional with over 4 years of expertise in designing,
implementing, and optimizing cloud-based contact center solutions. Adept at leading cross-
functional teams to deliver high-quality service, ensuring smooth project execution, and
integrating advanced technologies like AI, voice recognition, and automation into contact
center platforms. Proven ability to enhance operational efficiency, improve customer
experiences, and reduce costs through strategic cloud implementation.
CORE COMPETENCIES
• Cloud Contact Center Implementation
• Cloud Solutions Architecture (AWS, Azure, Google Cloud)
• Contact Center Technologies (CCaaS, VoIP, IVR, ACD)
• Project Management & Delivery
• Integration with CRM systems (Salesforce, Zendesk)
• IT Infrastructure & Networking
• Data Security & Compliance (GDPR, PCI-DSS)
• System Migration & Virtualization
• Customer Experience (CX) Optimization
• Team Leadership & Stakeholder Management
• Agile & Waterfall Project Methodologies
• Vendor & Supplier Management
• AI & Automation Integration
PROFESSIONAL EXPERIENCE
Cloud Contact Center Implementation Specialist
InnoVen Cloud Solutions, Vadodara, Gujarat
09/2022 – Present
• Lead the design, configuration, and deployment of cloud contact center solutions for
global clients in industries such as healthcare, finance, and retail.
• Collaborated with key stakeholders to gather business requirements, translate them
into technical specifications, and implement customized solutions.
• Integrated CCaaS solutions with existing CRM systems, including Salesforce and
Zendesk, to streamline customer service workflows.
• Provided end-to-end project management, including planning, resource allocation, and
ensuring project deliverables were on time and within budget.
• Assisted in the migration of on-premise contact center operations to cloud-based
platforms, reducing operational costs by [X]% and improving scalability.
• Conducted training and workshops for internal teams and clients on the effective use of
cloud contact center features, including AI-powered chatbots and predictive dialers.
• Managed post-deployment support, ensuring system uptime and troubleshooting
technical issues quickly to maintain high-quality service levels.
Cloud Solutions Engineer
Aabasoft, Kochi
09/2019 – 08/2022
• Designed and implemented cloud infrastructure solutions for contact centers,
optimizing voice and data services through scalable cloud platforms.
• Developed and tested integrations between contact center software and other
enterprise systems such as billing, CRM, and ERP.
• Performed load testing, ensuring that contact center solutions could scale to meet high
traffic volumes while maintaining optimal performance.
• Collaborated with clients to understand business requirements and design tailored
solutions that improve agent productivity and enhance customer satisfaction.
• Supported the development of disaster recovery plans and ensured that cloud solutions
complied with all regulatory standards, including GDPR and PCI-DSS.
EDUCATION
Bachelor of Engineering in Computer Science
Anjalai Ammal Mahalingam Engineering college, Thiruvarur, Tamil Nadu
Graduation Date: 04/2019
CERTIFICATIONS
• AWS Certified Solutions Architect – Associate
08/2022
• Google Cloud Professional Cloud Architect
06/2022
• Certified Contact Center Professional (CCP)
05/2021
• Cisco Certified Network Associate (CCNA)
01/2021
PROJECT HIGHLIGHTS
• Cloud Contact Center Transformation for a Global Retailer
Implemented a cloud contact center solution for a multinational retailer, resulting in
improved call routing and a 30% reduction in customer wait times.
• AI Chatbot Integration for Healthcare Provider
Led the integration of AI-powered chatbots in a healthcare provider's contact center,
reducing agent workload by 25% and improving patient satisfaction scores.
TECHNICAL SKILLS
• Cloud Platforms: AWS, Microsoft Azure, Google Cloud
• Contact Center Solutions: Amazon Connect, Genesys Cloud, Cisco Webex, Avaya
Cloud, 8x8
• Programming Languages: Python, JavaScript, SQL, Bash
• Tools: Salesforce, ServiceNow, Zendesk, Jira, Git
• Network Protocols: TCP/IP, VoIP, SIP, QoS
• Databases: MySQL, PostgreSQL, MongoDB
• DevOps Tools: Docker, Jenkins, Kubernetes
ADDITIONAL INFORMATION
• Fluent in English, Tamil. Hindi
• Willing to travel as required for client projects.
• Strong communicator with experience in presenting technical concepts to non-
technical stakeholders.
