Kunal Ashok Rukade
Cloud Contact Center Solution Architect
London
Summary
As a contact center architect and designer, the goal is to be an innovative and forward-thinking professional within a dynamic work environment. Opportunities that foster intellectual and personal growth are sought, while being part of a core team that stays ahead of emerging trends such as generative AI, automation, omnichannel communication, and advanced analytics. This approach will enable contributions to the organization’s success and the continual enhancement of skills.
Overview
12
12
years of professional experience
9
9
years of post-secondary education
5
5
Certifications
Work History
Cloud Contact Center Transformation Consultant
Accenture
11.2021 - Current
- Skilled in driving digital transformation through cloud-based contact center solutions. Served as a key technical lead for integrating third-party systems and chat functionality for major clients, successfully migrating 12,000 agents in one of the previous projects.
- Proficient in designing, architecting, and implementing contact center solutions using Amazon Connect and AWS services (including Lex, Lambda, DynamoDB, and Salesforce) while ensuring compliance with security protocols. Additionally trained in other contact center technologies, such as Microsoft and Genesys.
- Contributed to RFP responses and proof of concept (POC) initiatives, leveraging technical expertise to address client requirements and effectively showcase solution capabilities for client presentations and sales pitches, supporting the sales team with necessary technical insights
- Proven expertise in migrating a range of contact center technologies, such as Avaya, Cisco, and Content Guru, to AWS, resulting in improved operational efficiency and enhanced customer experience.
- Led successful medium to large-scale project deliveries in the telecommunications, utilities, and financial sectors, ensuring alignment with client objectives and adherence to budgetary constraints.
- Possess extensive knowledge of system integration, LAN communications, cloud solutions, CRM, and AWS architectures.
- Collaborate closely with stakeholders to define project scopes, timelines, and deliverables, ensuring alignment with business objectives and customer needs.
- Serve as Subject Matter Expert (SME), conducting in-depth analyses of customer environments to identify optimization opportunities and propose tailored solutions that enhance performance and efficiency.
- Delivered impactful presentations to clients, articulating proposed solutions and their associated benefits to foster understanding and buy-in.
- Provided technical guidance and support to development, testing, and training teams throughout project lifecycles to ensure successful implementation and adoption of solutions.
Senior Consultant
Infosys Ltd
03.2018 - 11.2021
- Proficient in orchestrating the transition of on-premise contact center solutions to cloud-based environments, specializing in AWS, Genesys, Avaya, and Nice platforms
- Extensive experience collaborating with diverse vendors such as AWS, Cisco, Avaya, Genesys, Nice, and Verint to implement innovative solutions tailored to client needs
Senior Project Engineer
Wipro Ltd
10.2016 - 03.2018
- Experienced in providing comprehensive support for customers' infrastructure by working with industry-leading product lines including Cisco, Avaya, Nice, and Verint.
Voice Network Engineer
Reliance Industries Ltd
12.2015 - 10.2016
- As a Voice Engineer, contributed to Reliance Industries Group's telecommunications infrastructure, specializing in Cisco and Avaya technologies.
Technical Support Engineer
Innovatia India Knowledge Pvt Ltd
12.2013 - 12.2015
- Delivered tailored technical solutions to esteemed clients of Avaya Inc.
Trainee Engineer
Blooms System
09.2012 - 09.2013
- As a trainee, provided frontline support for Level 1 issues reported by HP users, specializing in Avaya systems
Education
MBA - Masters in Information Management
University of Mumbai
Mumbai 07.2016 - 05.2019
Bachelor of Engineering Technology - Electronics and Telecommunication Engineering
University of Mumbai
Mumbai 07.2009 - 05.2012
Diploma - Electronics and Telecommunication
MSBTE
Mumbai 07.2006 - 05.2009
Skills
Ccaas Solution Architecture
Contact Center Cloud Migration
Amazon connect Contact center
Salesforce Service Cloud Voice
IVR based Payment Solutions
Microsoft CCAAS
Verint WFM
Python
Operational Excellence
Digital Transformation
Customer Experience Design
Problem-Solving
Certification
AWS Certified Solution Architect - Professional
References
References available upon request
Timeline
Cloud Contact Center Transformation Consultant
Accenture
11.2021 - Current
Senior Consultant
Infosys Ltd
03.2018 - 11.2021
Senior Project Engineer
Wipro Ltd
10.2016 - 03.2018
MBA - Masters in Information Management
University of Mumbai
07.2016 - 05.2019
Voice Network Engineer
Reliance Industries Ltd
12.2015 - 10.2016
Technical Support Engineer
Innovatia India Knowledge Pvt Ltd
12.2013 - 12.2015
Trainee Engineer
Blooms System
09.2012 - 09.2013
Bachelor of Engineering Technology - Electronics and Telecommunication Engineering
University of Mumbai
07.2009 - 05.2012
Diploma - Electronics and Telecommunication
MSBTE
07.2006 - 05.2009