Prashanth Kumar M.

Background

About Prashanth Kumar M.

Having 21+ Years of Experience working in IT and ITES Industry and 16+Year's in Contact Center Solutions.Has Vast experience in Leading and Managing teams in Contact Center Domain which include Routing Development, Application Management, Tier-3 Support and Implementation at current organization in various geographies.SME in Genesys Contact Center Solutions and Products. Currently playing Technology Leadership role within Contact Center Technology supporting various Lines of Businesses within Wells Fargo Bank.Has proven experience in working on Contact Center strategy and transformation initiatives which include establishing and Leading contact center teams in Onshore/ Offshore working model. Has working experience needed for Contact Center Products and Technologies which include different Routing Platforms like Genesys, IVR, NICE, Cisco UCCE, Carrier, Aspect, Dialers, Empirix in different Geographies and cities.Has Good Negotiations Skills in handling the Stake holders on various Projects- Responsible for establishing and leading 30+ team members in Contact Centre Technologies from scratch and bringing them to steady state across geographies in the current organisation- Played a key role in establishing the technology delivery teams in Contact Center technologies in Manila GIC, Philippines- Responsible for managing the off shore genesys resources in Tier-3 Support, Change Release Management, Routing Development, Platform Engineering, Production Implementation, Recording, Carrier and BSC teams- Responsible for managing and leading Technical Delivery of the projects in liaison with US Project Management team and stakeholders across Wells Fargo EGS India and Manila GIC's- Responsible for managing the Genesys SWR/SCR Scrum Agile development teams across geographies within Offshore GIC's- Responsible for managing the forecast and availability reports and share the same with US stake holders- Responsible for SLA maintenance and delivering projects on agreed timelines with US Project Teams- Responsible for providing Technical Solutions and Strategy as per the Organization's objectives- Responsible for coaching and mentoring the Team Members.