Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Jatinderpal Singh

Consultant ( CCaaS Architect )
Hamilton

Summary

Accomplished enterprise professional with 15 years of expertise in designing and implementing advanced contact center technologies (CCaaS) and unified communication solutions (UCaaS). Demonstrated proficiency in customer care systems, technology strategy, and optimizing call center operations across the healthcare, and banking, telecom, industries. Adept at leveraging a broad range of technology stacks, including CRM platforms, IVR systems, mobile apps, chatbots, voicebots, media gateways, and analytics setups. Skilled in enabling AI-driven customer service, transforming contact center operations, driving digital transformations, implementing automation strategies, and enhancing workforce and customer experience management.

Overview

14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work History

Consultant

Abbott Laboratories
12.2020 - Current
  • Abbott Diabetes Care Project voice virtual agent - Designed and implemented a voice-enabled conversational agent for Abbott Diabetes Care, leveraging Google's Large Language Model (LLM) technology. Delivered an intuitive and efficient user experience tailored to enhance diabetes care management, showcasing expertise in advanced AI-driven solutions and healthcare applications.
  • Lead Implementation of Five9 VCC, Studio, Google conversational Agent, Avaya, Cisco CCX contact center for several business divisions.
  • Developed and implemented successful contact center strategies to improve client efficiency, resulting in increased profitability.
  • Design and implement contact center solutions.
  • Requirement Gathering for contact center design.
  • Integrated multiple CRM systems, including Salesforce and ServiceNow, enhancing data accessibility and streamlining customer interactions.
  • Demonstrate a contact center solution and feature to customers.
  • Led the migration of 80 contact centers to Five9 enhancing operational efficiency through integrated voice, chat, and email solutions.
  • Led the development of conversational design strategies, transforming user experiences and driving digital transformation initiatives across multiple industries.
  • Transformed Abbott's communication infrastructure by integrating SIP and WebRTC, resulting in seamless connectivity and improved user experience.
  • Led the Contact Center Technology Transformation Project, achieving a 30% increase in operational efficiency within 12 months through strategic multivendor engagement.
  • GSD Project - Developed and deployed a voice-enabled conversational agent for the Global Service Desk, utilizing advanced language model technology to streamline support processes and enhance user experience. Demonstrated expertise in AI integration and automation, contributing to improved efficiency in global IT support operation.
  • Designed and developed multiple complex Interactive Voice Response (IVR) systems for Abbott, enhancing customer interaction efficiency and streamlining workflows. Leveraged expertise in voice technologies to create scalable and user-friendly solutions tailored to meet the unique needs of healthcare services.
  • Implemented Five9 solution for Abbott's Cardio Rhythm Management and Neuromodulation divisions, integrating voice virtual agents, SMS, WhatsApp, and live chat functionalities. Optimized multi-channel communication and support systems to enhance customer experience and operational efficiency.

Lead Administrator

Wipro Limited Canada
05.2016 - 12.2020
  • Technical Project Manager for the Contact Center Technology Transformation Project (Product suits both unified communication & contact center).
  • Business requirement closure with all the stakeholders, End-to-End solution designing, multivendor engagement and internal IT and SCM for project delivery.
  • Design and implementation of IVR on Five9 and Avaya platform.
  • Managing the migration of telephony users from Avaya to Microsoft Teams.
  • Execution of POC (Proof of Concept) and reviewing and performing of Infra, DR, SIT and UAT test cases.
  • Managing Five9 Virtual cloud contact center.
  • Strategy and designing of infra, product and application call flows including the BCP/DR/HA.
  • Engaged with onsite team for product installation over the remote session in case of any failures/issue.
  • End to end responsibility for technical project delivery and handover to day-2 team for operations.
  • Oversees the design, installation, maintenance, integration and management of products, services, and technologies.
  • Accountable to respond in a timely and accurate fashion, mission-critical level 3 support.
  • Providing support to sales team in technical presales activities such as professional services effort estimation, scoping workshops, working with OEM and partners to define roles and responsibilities.
  • Managing CUCM, CVP, Cisco VMXL gateways, PCCE, UCCE, CUIC, Finesse, PG.
  • Large scale, multi-site design, rollout and operational experience around core Avaya and CISCO components with specialization in contact center domain.

Senior Engineer

AGC Networks
02.2014 - 02.2016
  • Converge Backbone Engineer on Avaya Aura Communication Manager (CM), Avaya Call Management System (CMS), Avaya Session Manager (ASM), System Manager (SMGR), Avaya SBCE (Session Border Controller Enterprise), Intelligent Query (IQ), Application Enablement Services (AES), Media Processing Platform (MPP), Tomcat server, Media Gateways (MG) and Port Networks (PN).
  • Provided remote implementation and post-sales support of hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities.
  • Voice Gateways & VXML Gateways, Cisco CTI, Peripheral Gateways, SIP Proxy Server.

Technology Engineer

Wipro Ltd
07.2011 - 02.2014
  • Started career with Wipro as the voice engineer in IT Management Group (IMG).
  • Engaged with Project Management Office in setting up various Contact Center project (Telecom, Banking & Insurance, HealthCare, Airline and Retail etc.) across the Global location.
  • Voice domain lead from IMG and had managed day to day operation and project specific BCP and DR set up testing in the voice domain.

Education

Bachelor of Technology - Electronics and Communication Engineering

Guru Nanak Dev University
India
06.2007 - 06.2011

Skills

  • Contact Center Routing

  • Contact Center Solution Architect

  • Conversational Agent

  • CRM Integrations

  • Five9 Contact Center Solution

  • Five9 Product

  • Google Dialogflow CX and conversational agent

  • SIP

  • IVR

  • QM Recording ,Reporting ,WFM

  • Salesforce Integration

  • SMS

  • ACD

  • VoIP

  • WebRTC

  • Whats APP Integrations

Certification

Five9 Contact Center Solution certified

Timeline

Consultant

Abbott Laboratories
12.2020 - Current

Lead Administrator

Wipro Limited Canada
05.2016 - 12.2020

Senior Engineer

AGC Networks
02.2014 - 02.2016

Technology Engineer

Wipro Ltd
07.2011 - 02.2014

Bachelor of Technology - Electronics and Communication Engineering

Guru Nanak Dev University
06.2007 - 06.2011

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Jatinderpal SinghConsultant ( CCaaS Architect )