vishwanatha kalanja
@vishwanathakalanja
I lead Genesys Cloud, contact centre, and AI transformation programs for global enterprises.
IndiaWhat I'm looking for
At Tata Consultancy Services, I lead end-to-end Genesys Cloud CX and Genesys Engage transformation programs, coordinating architects, engineers, operations teams, and enterprise stakeholders across cloud, network, cyber security, and business functions.
I've delivered a multi-year Genesys Engage on AWS migration for a major BFSI client with zero customer-impacting outages, while managing infrastructure readiness, routing, telephony, security, vendor partners, sprint governance, and delivery dependencies.
I bring 20+ years in IT and 14+ years leading contact centre platforms. My work spans conversational AI, voicebots, chatbots, Agent Copilot, API integrations, VoIP, unified communications, and resilient operational ecosystems; initiatives have reduced AHT by 20%, improved platform reliability by 30%, and increased bot containment by 35%.
Experience
Work history, roles, and key accomplishments
Technical Manager / Solution Architect
Jan 2024 - Present (2 years 7 months)
Leading end-to-end delivery of Genesys Cloud CX & Engage transformation programs, managing cross-functional teams and AI automation initiatives. Established delivery governance and API-led integrations to improve predictability and reduce rework.
Led multi-year migration of BFSI contact centre workloads to Genesys Engage on AWS Cloud, orchestrating infrastructure readiness and managing cross-functional squads. Delivered complex cloud migration with zero customer-impacting outages.
Technical Lead – Contact Centre Operations
Jan 2016 - Dec 2019 (3 years 11 months)
Managed operations, lifecycle management, and capacity planning for enterprise Genesys platforms. Directed monitoring improvements and incident management, reducing service incidents by 25% through automation.
Delivered enterprise contact centre implementations using Genesys, Cisco Collaboration, SIP, and ESBC. Authored HLD/LLD documents, executed POCs, and validated end-to-end call flows.
Telecom Engineer – VoIP & UC Systems
CSS Corp
Jan 2002 - Dec 2010 (8 years 11 months)
Managed Unified Communications and VoIP implementations (Cisco, Nortel, Alcatel-Lucent). Supported large enterprise voice systems, EPABX, and LAN/WAN environments.
Education
Degrees, certifications, and relevant coursework
Bachelor of Business Administration
Bachelor of Business Administration, Business Administration
Completed a Bachelor of Business Administration degree.
Diploma in Electronics & Communication Engineering
Diploma, Electronics & Communication Engineering
Completed a diploma in Electronics and Communication Engineering.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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