HARDIK JADAV
Senior Technical lead
Calgary,AB
Summary
Experienced Senior Technical Lead with 13+ years of expertise in contact center technology. Proven track record of leading cross-functional teams to deliver innovative solutions that enhance customer experience and operational efficiency. Proficient in deploying and managing advanced contact center platforms, integrating solutions, and optimizing system performance. Strategic planner with project management skills and a focus on fostering collaborative environments to drive continuous improvement and achieve business goals.
Overview
2025
2025
years of professional experience
3
3
years of post-secondary education
6
6
Certifications
3
3
Languages
Work History
Senior Technical Lead
Servion Global solutions
Calgary, Alberta
5 2023 - Current
- Company Overview: Servion Global solutions(Canada)
- Served as the Cisco Customer Success Manager for the migration efforts
- Led the migration from CJP (R9, R10, and 1.0) to Webex Contact Center 2.0
- Collaborated actively with Cisco systems' partners and customers
- Servion Global solutions(Canada)
- Managed team of 32 personnel focused on implementing resolutions and updates.
Technical Lead
Servion Global solutions
Calgary, Alberta
06.2021 - 04.2023
- Company Overview: Servion Global solutions(Canada)
- Led the migration from CJP (R9, R10, and 1.0) to Webex Contact Center 2.0
- Managed a team of 32 resources to successfully deliver the project
- Collaborated actively with Cisco systems' partners and customers
- Servion Global solutions(Canada)
Technical Lead
Servion Global solutions
Bangalore, Karnataka
06.2019 - 06.2021
- Lead a team of 15 resources focused on delivering value-added services to customers
- Provide technical training and process improvement guidance to team members
- Manage customer requirements, touchpoints, problem ticket reviews, automation initiatives, and team huddle calls
- Review and ensure the successful implementation of all planned changes
- Motivate the team to learn new skills and support them in overcoming daily service delivery challenges
- Prepare monthly reports to maintain transparency in service delivery and keep customers informed of major developments
- Create new call alert devices tailored for specific queues
Senior Engineer
Servion Global Solutions
Bangalore, Karnataka
01.2018 - 06.2019
- Support Cisco UCCE infrastructure upgrades to v10.5
- Script using Cisco ICM for efficient call management
- Configure Cisco CVP, CUCM, SQL Server 2012, AW, and Finesse
- Oversee release management and integrate changes seamlessly
- Resolve incidents to minimize business impact and handle escalations
- Conduct Windows patching monthly and propose call flow improvements
- Train L1 and L2 teams and manage problem resolution
- Implement customer-requested changes on time and guarantee successful User Acceptance Testing (UAT)
- Improved project efficiency by streamlining engineering processes and implementing innovative solutions.
Senior Developer
Tata Consultancy Services
Bangalore, Karnataka
01.2015 - 01.2018
- Developed and maintained ICM scripts to optimize call routing and system integration
- Designed Avaya ACD components and integrated with Cisco ICM for enhanced call management
- Led and guided team in troubleshooting, collaborating with vendors for CRM solutions
- Coordinated with telecom vendors for call center infrastructure support
- Prepared documentation and conducted testing for new site installations
- Managed release activities, including change requests and artifact cleanup
- Mentored junior developers, promoting a culture of continuous learning and knowledge sharing within the team.
IPCC/UCCE Consultant
Hewlett-Packard GlobalSoft Ltd. (HP)
Bangalore, Karnataka
03.2012 - 01.2015
- Provided application support and enhancements for Cisco UCCE systems
- Resolved incidents and minimized business impact efficiently
- Executed root cause analysis and implemented resolutions for recurring issues
- Tested and released IPCC environment changes ensuring stability
- Delivered timely customer-requested changes and enhancements
- Improved call flow efficiency and handled major issue escalations
- Managed approximately 1-5 changes per day from customer.
Developer
Hewlett-Packard GlobalSoft Ltd. (HP)
Bangalore, Karnataka
07.2011 - 03.2012
- Developed and managed a centralized image management system (Image DB) utilizing PostgreSQL to effectively maintain and organize image metadata.
- Implemented a media-rich server architecture to optimize image storage on the file system, enhancing retrieval speed and efficiency.
- Designed and integrated four user-friendly interfaces for seamless image registration, ensuring consistency in database and file system entries.
- Collaborated with cross-functional teams to streamline workflows, improving image management processes and reducing operational overhead.
- Conducted training sessions for team members on utilizing Image DB, resulting in increased user adoption and proficiency.
- Worked closely with clients to gather requirements and translate them into technical specifications for implementation.
Education
M.C.A. - Computer Application
Nirma University
Ahmedabad, India 08.2008 - 06.2011
Skills
Genesys Cloud CX
Cisco UCCE
Cisco Webex Contact Center (wXcc)
Cisco Call Manager (CUCM)
Avaya PBX
Calabrio QM
Acqueon LCM
CTI Adapters
Salesforce CRM
Contact center reporting
Cisco ICM scripting
Requirements Analysis
DevOps Practices
Stakeholder Management
Business Analysis
Technical leadership
Project Leadership
Issue investigation
Certification
ITIL V3 Foundation
Timeline
CSM (Cisco Customer Success Manager)
08-2024
WXCCE (Webex Contact Center Expert)
06-2022
Technical Lead
Servion Global solutions
06.2021 - 04.2023
AWS Solutions Training for Partners: Amazon Connect-Business(Digital)
11-2020
AWS Solutions Training for Partners: Amazon Connect(Technical)
11-2020
Technical Lead
Servion Global solutions
06.2019 - 06.2021
Senior Engineer
Servion Global Solutions
01.2018 - 06.2019
DUCCE (600-455 Designing Cisco Unified Contact Center Enterprise)
05-2016
Senior Developer
Tata Consultancy Services
01.2015 - 01.2018
ITIL V3 Foundation
07-2013
IPCC/UCCE Consultant
Hewlett-Packard GlobalSoft Ltd. (HP)
03.2012 - 01.2015
Developer
Hewlett-Packard GlobalSoft Ltd. (HP)
07.2011 - 03.2012
M.C.A. - Computer Application
Nirma University
08.2008 - 06.2011
Senior Technical Lead
Servion Global solutions
5 2023 - Current
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Gujarati
Bilingual or Proficient (C2)
Interests
Contact center technology
Software
Contact center technology
Quote
The way to get started is to quit talking and begin doing.
Walt Disney