About

Amit Velankar is a highly experienced Vice President of Contact Center IT with expertise in CX/IT, application development, project and program management, support, contact centers, IOT, IVR, BPO, ITES, telecomm, BSFI, delivery, CRM, mobile agent, architect, artificial intelligence (AI), Cisco, Genesys, and Avaya contact center solutions with third party, ASR, TTS, speech recognition integrations (major vendors), PaaS, SaaS, and CPaaS. He has niche knowledge in designing IOT, voice, video, and digital contact centers, IT applications, and software, with a strong understanding of IT networks. Amit has designed, developed, and deployed 75+ contact centers across with 15000+ FTE's seats (Agents) voice and data architecture and digital, and successfully deployed 6000+ remote agents working from home concept using Cisco and Genesys with CRM, KM, chatbot, voice recording, and screen recording architecture, AI-powered BOT's implemented. He has deep understanding of SIP and PowerBI tools used like HANA and Tableau. Amit has niche knowledge in designing networks, infra, software development, CTI development, and telephony architecture. He has built call centers for JIO right from infra development, network architecture to software development, and evaluated vendors and involved in decisions taken for JIO to suit the right solution for all call centers. He is an expert in ACD - CISCO and GENESYS, recording tool - NICE, GENESYS, AI - AZURE, GOOGLE, WFM tool - NICE, CTI development - NOVELVOX, FINESSE, WORK DESKTOP (WDE), (CT CONNECT, CVCT - API's), knowledge management tool - ONE CLICK and EGAIN, and Tibco API usage. Amit has also worked in Sweden and the Philippines and traveled to various countries to meet customer needs, working with cross-vertical teams across LOB's to meet the requirements. He is handling a big team along with vendors (people and team management) and delivering correct technologies solution to generate revenue. Amit holds a diploma in electronics and telecommunication engineering from Mumbai University and a BE in telecommunications from Pune University. His relevant experience spans over 23.62 years.