غوتام سينغ

• Serve as the primary technical point of contact and trusted advisor for 30 enterprise customers
using the NICE CXone and Genesys CCaaS platforms.
• Lead escalation management across all assigned accounts, maintaining 99.96% SLA
adherence and reducing average resolution times by 20%.
• Expanded the customer portfolio from 6 accounts in 2023 to 30 active accounts while
maintaining a 100% customer retention rate.
• Collaborate with pre-sales teams on RFP responses and contact centre transformation
initiatives involving AI-powered routing, IVR optimisation, and omnichannel integrations.
• Deliver customer onboarding programmes, consistently achieving over 90% CSAT scores
during implementation projects.
• Developed reusable technical runbooks and integration guides that were adopted across the
organisation, reducing onboarding time by 30%.
• Support both pre-sales and post-sales technical engagements for UCaaS and CCaaS
opportunities across SMB and mid-market segments.
• Conduct Root Cause Analysis (RCA) investigations and facilitate weekly and monthly service
review meetings to ensure service continuity and identify improvement opportunities.
• Drive product adoption through end-user training, call-flow enhancements, scripting updates,
and customised reporting solutions aligned with evolving customer requirements.

• Managed end-to-end messaging solution delivery and integration for enterprise customers,
including A2P Messaging, Chatbots, Bulk SMS, and Email services.
• Configured SMPP protocol bind sessions (TRx, Tx, Rx) between SMSC platforms and
enterprise applications.
• Provisioned Sender IDs, managed order fulfilment processes, and onboarded new customers
for VAS services.
• Performed configuration, modification, and deletion of Sigtran links and conducted MAP,
SMPP, ISUP, and SS7 trace analysis.
• Configured TPS settings according to customer requirements and business approvals while
producing daily, weekly, and monthly operational reports.
• Prepared and presented detailed RCA reports, led outage prevention initiatives, and supported
planned system upgrades with minimal service disruption.

• Led Operations & Maintenance activities for STP/SPS (DRA), IMS, and VoLTE platforms
supporting the IDEA Pan India network.
• Managed Diameter routing configurations, IMS interface administration, and SS7/Sigtran
signalling troubleshooting activities.
• Executed software patch upgrades and planned maintenance activities across 12 STP and 16
SPS nodes.
• Configured POI, SLC, Linksets, Trunk Groups (TG), BICC, and SIP circuits according to
customer requirements and performed SIP call-flow analysis.
• Prepared nationwide VoLTE KPI reports, Cloud Core MSS reports, ASR reports, and
traffic/network performance reports using Huawei U2000.
• Performed critical overnight maintenance activities, including CSFB, SRVCC, load balancing,
and licence loading on SBC, GCS, MGW, CCF, and ENS nodes.
• Managed, mentored, and coordinated a team of 12 operations engineers while supporting
customer acceptance testing and service delivery activities.

• Managed Operations & Maintenance activities for SMSC and MCA VAS platforms supporting the
TTSL Pan India network.
• Administered ON-net and OFF-net SMSC connectivity, including configuration, capacity
augmentation, and decommissioning activities.
• Performed hardware maintenance, MSISDN white/grey/blacklisting, KPI monitoring, and daily
operational reporting.
• Conducted testing for various messaging scenarios, including A2P, P2A, P2P, ON-net, and
OFF-net services.
• Investigated and resolved customer complaints related to SMS service delivery and messaging
platform performance.