Dharamveer Singh

Background

About Dharamveer Singh

18+ years of experience in Contact Center Technologies, delivering end-to-end enterprise solutions across industries such as telecom, BFSI, healthcare, utilities, and BPO.Over the years, I've led complex deployments and support operations across platforms like Genesys Pure Engage, Genesys Cloud, Cisco UCCE/PCCE/UCCX, Avaya Aura, Alvaria (Aspect), Altitude, and EnsemblePro.Core Expertise:• IVR design & Voice Bot integration (Nuance, Yellow AI)• Inbound, Outbound, Blaster campaigns• SIP/PRI/SBC configuration• Omni-channel strategy: Voice, Chat, Email, Video, Co-browsing• Team leadership across hybrid, remote, and agile models• L1–L3 support setup, monitoring, and incident management• Project planning, stakeholder coordination & vendor collaborationAchievements:• Successfully delivered over 20+ large-scale contact center implementations• Ensured high SLA compliance across multi-site deployments• Designed scalable IVR and routing solutions customized per industry use-case• Mentored cross-functional teams to deliver faster, better support• Recognized for minimizing downtime and improving CX KPIsCurrently working at Inadev India, a leading system integrator in contact center solutions, helping enterprises digitally transform customer interactions.