Program Manager - Contact Center Technology @ Microsoft Corporation
Bachelor of Science @
Program Management Professional, Strategic I.T. Leader with 16 years of program management, consulting, system and business process implementation experience. Proven expertise in building & managing mission critical Programs and driving change initiatives to enhance efficiency and drive bottom-line profits. Expert in offline support, Interactive Voice Response (IVR) and VoIP system implementations. Excels in managing domestic, international and
Program Management Professional, Strategic I.T. Leader with 16 years of program management, consulting, system and business process implementation experience. Proven expertise in building & managing mission critical Programs and driving change initiatives to enhance efficiency and drive bottom-line profits. Expert in offline support, Interactive Voice Response (IVR) and VoIP system implementations. Excels in managing domestic, international and outsourced resources. Expertise includes:
• Product Management
• Analytics and Business Intelligence
• VoIP and TDM Technologies
• Contact Center Technology & Solutions
• Speech Technologies
• Project Planning & Management
Specialties: Speech Applications Architecture, Program Management
Product Manager, IVR and Call Routing @ Responsible for deriving business intelligence from global online and offline support channels and using analytics to drive continuous improvement and long term business direction across support platforms . Focus on information technology solutions that encompass business improvement, contact center operations, self service and computer-telephony integration. From December 2012 to Present (3 years 1 month) Program Manager - Contact Center Technology @ Managed delivery of over six business critical speech applications serving Microsoft Customers (end users) across North America and Latin America. Also responsible for delivering application and enterprise updates to support Microsoft's Global Customer Care footprint. From December 2009 to November 2012 (3 years) Greater Seattle AreaTelecom Solutions Architect @ Worked with InterContinental Hotels Group’s (IHG) network architects and design a Hosted Contact center solution that could take up to 2M calls per year, using AT&T’s cloud services for IP based call delivery at vendor driven hosted sites. Sized IP network based on existing traffic and projected volume growth year over year, eliminate single points of failure and provision for full redundancy and scalability. The solution used Genesys on Red Hat Linux for IVR and Call Route provisioning. Also developed POC using Java / JSON to access reservation data used by IVR to provide differentiated services for inbound callers. From February 2009 to November 2009 (10 months) Manager - IVR Product Development and Application Support @ Lead a team of On-Site and outsourced IVR development staff. Manage production support, operations and application development for 4 lines of businesses, deliver application level and enterprise level changes and assist with merger and capacity expansion related activities. From June 2008 to February 2009 (9 months) Tampa/St. Petersburg, Florida AreaCTI Solution Architect @ • Provide leadership, design and development expertise for the purpose of technical discussions, coordinating vendor discussions, reviewing proposed architectural diagrams, and actual implementation for TDM and IP based contact center integration projects.
• Responsible for providing sales support to named accounts looking to implement contact center applications. Develop architectural diagrams, sales presentations which identify the existing capabilities and user community vision. From February 2008 to June 2008 (5 months) Program Manager - IVR and Call Routing @ My focus areas have included:
•Facilitating business process improvements by mapping out existing call delivery bottlenecks, incorporate processes that leverage new technologies, and resolve issues that impede productivity and progress.
•Mapping business requirements to technical solutions and sizing the CTI environment, identifying single points of failures and planning for disaster recovery.
•Providing senior leadership, mapping dey deliverables adn organizing project teams for CTI solution delivery.
•Conduct industry research into technologies like Biometrics, CTI with Web 2.0 and low cost CTI solutions and virutalization. From February 2005 to February 2008 (3 years 1 month) Greater Los Angeles AreaCTI Project Manager @ My responsibilities and focus areas included some of the following:
•Direct project teams for N-tier TDM based strategic IVR applications encompassing hardware, software, and network implementations. Bridging the gap between programmers, business analysts and architects in understanding business goals and deliverables.
•Architect desktop and middleware components for optimized call delivery and seamless transaction handling
•Provide consulting expertise for integrating a multitude of CRM packages (including green-screen applications) to custom call center desktops using in-house / custom or pre-packaged connectors.
•Provide Proof-of-concept / sales support for named accounts looking to implement call or contact center applications.
•Review technical capabilities or limitations of vendor partners’ products. Assist with development and professional services opportunities as an individual contributor filling the role as an architect, engineer, or project manager. From April 1999 to February 2005 (5 years 11 months)
Project Management Certificate, Project Management @ Southern Methodist University From 2001 to 2002 Bachelor of Science, Electronics and Telecommunication @ Nagpur University From 1992 to 1996 Naveen Narayan is skilled in: Agile Project Management, Software Project Management, Contact Center Design, Telecommunications, IVR, CTI, VoIP, Call Center, Project Planning, Unified Communications, Integration, PBX, Program Management, SIP, Cloud Computing
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