SAHARUKH HOSSAIN SK
Peterborough,United Kingdom
Summary
Professional with 9 years of expertise in specializing in CCaaS solution and technical architecture design, omnichannel digital and AI transformation. Proven ability in stakeholder and vendor management, enhancing client communication and service management. Focused on process improvement and operational excellence, particularly in CCaaS and UC solutions. Experienced in technical documentation and design methodologies, facilitating effective change management and driving innovation in technology leadership.
Overview
9
9
years of professional experience
2017
2017
years of post-secondary education
Work history
Technical Solutions Architect / Collaboration Engineer
TATA CONSULTANCY SERVICES (TCS)
2016.12 - 2026.01
- Led as a technical solution architect for major UK financial clients, including Lloyds Banking Group and Aviva.
- Managed vendor and business operations engagement to align solutions with strategic goals.
- Authored Threat and Solution Design Papers to secure validation from corporate Security and Compliance teams.
- Acted as lead Technical BA, mapping complex process flows using Lucid and Visio.
- Created UAT/Production test cases and Training Guides to facilitate smooth operational transitions.
- Developed AI prompt templates and guardrails, aligning business requirements with Agent Assist services like CXone Auto Summary.
- Introduced NICE Auto Summary, significantly reducing AHT and enhancing call handling capacity.
- Managed production call flow changes via in house TCS BaNCS to adapt to evolving business needs.
- Reduced the operational cost by replacing Telephony service provider network and numbering plan.
- Identified potential issues within the architectural landscape, enabling proactive resolution before full-scale impact occurred.
- Partnered with users to understand and define system requirements.
- Facilitated system expansion, modification and updates.
- Trained junior engineers and provided mentorship, enhancing their skill set and knowledge base.
Education
Bachelor of Technology - Electronic and Communications Engineering
West Bengal University of Technology
IndiaSkills
- AI and digital transformation
- Solution architecture
- Stakeholder and vendor management
- Technical documentation
- Client communication
- Process Improvement
- Operational excellence
- Service management
- CCaaS and UC solutions
- Design and service methodologies
- Change management capability
- Technical architecture design
PERSONAL STRENGTHS & INTERESTS
- Interests: Painting and Cricket.
- Strengths: Expert in troubleshooting major production issues with vendors; highly skilled in translating business needs into technical security-approved designs.
Affiliations
- Painting
- Cricket
Accomplishments
2 times star of the month recognition from client. Promoted to Solution Architect from Technical lead role within a year.
Timeline
Technical Solutions Architect / Collaboration Engineer
TATA CONSULTANCY SERVICES (TCS)
2016.12 - 2026.01
Bachelor of Technology - Electronic and Communications Engineering
West Bengal University of Technology