1. NATARAJAN MARKANDAN
Phone: +91 9743998929 | E-mail: natarajan1979@hotmail.com
Roles & Strengths
Senior Level | Contact Center Domain| Pre-Sales Consultant | Solution Architect
Implementation & Delivery | Programme Management | Techno-Managerial Role | Software/IT Industry
 Team Leadership/Building  Programme Management  Pre-Sales
 Risk Management  Scope Management  Stakeholder Management
 Client relations  Integration Management  CRM Management
 Quality Management  Agile Methodologies  Solution Architect
 Project Management  Product Management  Business Analyst
Professional Summary
 IT professional, 16 years of experience in Contact Center domain & enterprise application
 Associated with Contact Center as Pre-Sales Consultant, Business Analyst, Solution Architect, Delivery, Project /
Program Management for over 10 years; Primarily on Genesys
 Ownership and accountability; Pre-Sales, Solutions, Delivery
 Highly motivated, self-driven
 Effective in Evangelizing solutions, aligning with organizations strategic goal to achieve competitive advantage.
 Successfully managed multiple priority customers across various verticals
 Effective leadership to guide projects to completion, working with cross-functional and multi- site teams
 Developed and initiated effective process initiatives that have been accepted as standards across the BU.
 Consistently ensured project management within established time period, complying with defined standards.
 Adept in planning, scheduling, tracking processes, project delivery, maintenance and support.
 Successfully planned and executed Agile Development with cross site team
 Strengths include customer engagement, new Product development and account management.
 Competent in handling projects involving complex / challenging / demanding customers
 Skilled to manage team handling mobile application development
 Explored and Implemented mobile platform solutions (Kony, IBM Mobile First)
Awards & Recognition
 Received appreciation from Project Sponsors, Program Director, Genesys PS for my key contribution for
Singapore Airlines project success - 2015
 Received recognition from CIO, Tata sky for successful delivery of Tata Sky project - 2014
 Received appreciation from Head - Solutions & Delivery for implementing Bharti HCC solution & on-boarding
new customers - 2012
 Nominated for Youth Professional award in Aditya Birla Group (representing Aditya Birla Minacs) for exemplary
performance – 2009
 Won Star Achiever award for three consecutive years at Aditya Birla Minacs
Key Contributions
 Was instrumental to help organization grow strength to strength from 10 employees to 150+ employees in a 5-
year period, took various initiatives to build team
 Lead from the front to create value for our customers at every stage, Tata Sky, Singapore Airlines, Bharti HCC,
State Bank of Mauritius success are a few to name
 Key contributor for organizational strategic plans and execution
 Setup mobility practise & delivered mobility practice as an extension for customer experience solution
 Innovated at every stage to win deals, cross-sell, upsell by bringing out unstated requirements / pain points
 Played a key role in partner relationship (Genesys, TCS, HP, Bharti, NCR) by engaging during pre-sales, RFI/RFP
cycle to create a WIN-WIN-WIN relationship
 Analysed & orchestrated adjunct suite of solutions to meet market demands & fill product gaps to differentiate
us from competition
 Save clients from bad customer experience

2. Areas of Expertise
 Sixteen years of experience in administration, implementation and project management of contact center
solutions
 Articulating the architecture vision, conceptualizing and experimenting with alternative architectural
approaches
 Conducting product educations to demonstrate the power of platform, brainstorming sessions to bring out
customer needs
 Sound knowledge in planning & implementation of Hosted Contact Center solution
 Dealt with various CRM integrations using Genesys adapters and helped the team build adapters for various
home-grown CRMs
 Worked in various contact center solutions such as Genesys, Aspect, Avaya, Cisco & Nortel
 Deep knowledge on Genesys Framework, Genesys 8.x Inbound, Outbound and Multimedia, Genesys SIP Server,
Genesys Voice Portal (GVP), Genesys Reporting, Web/Mobile Engagement, Social Engagement
 Thorough knowledge on CTI based application development
 Thorough knowledge of Genesys products, relevant technologies and development processes
 Complete knowledge on Contact Center Technologies
 Wide range of experience in banking / airlines / telco / hosted contact center projects dealing with various
enterprise systems
 Creating models and component and interface specification documents
 Validating the architecture against requirements and assumptions
 Preparing documents and explaining the architecture to sponsors and stakeholders
 Define solution which helps the organization achieve its goals
 Managing contact center post-implementation consulting and support for initial and ongoing projects
Core Competency - Customer Experience Solution
 Functional
 Pre-Sales Consulting - Product Education, Solutions & Proof-Of-Concept
 Business Analyst - Understand customer pains (including unstated needs), brainstorm, validate and bring out
business requirements
 Solution Architect - Orchestrate the solution understanding the power of platform & adjunct solutions (build
& replicate)
 Project Management - Scope, Time, Finance, Resource, Account, Stakeholder, Expectation, Risk
management
 Delivery - Functional Design, Technical design, Micro-management of deliverables
 Strategic - GTM planning, Product evaluation, skill development, partner/OEM engagement
 Technical
 Voice
 Inbound IVR
 Outbound
 Routing
 Proactive Engagement
 Reporting
 Digital
 Email
 Chat
 Co-Browse
 Social Engagement (Facebook, Twitter, Open-Media)
 Web Engagement (Call-back, Chat)
 Mobile Engagement (Click-2-Call, Chat, Call Me)
 Proactive Engagement
 General
 SDK Capabilities
 Genesys Rules System
 DB Design and Development
 Reporting & needful customization
 Mobile Solutions
 Platforms (MFP, Kony) Approach
 FOS Automation
 Contact Center Dashboards

3. Key Projects
Singapore Airlines (9 Months): Insourced Technology - Outsourced Business Partners - 800+ seats - 2 Data
Centers - Inbound, Outbound, IVR, Chat, Email, Web Engagement, Mobile Engagement, Proactive Outbound
(Email, SMS, Voice), all powered by Genesys Rules system.
Worked as lead architect to bring out the business needs by doing production education, brainstorming and
validation workshops, orchestrated the solution to empower business users to perform changes, hand holded
the team to ensure delivery and customer experience
Tata Sky (2 Years): Insourced Technology - Outsourced Business Partners - 3000+ seats - 2 Data Centers -
Inbound, Outbound, IVR, Chat, Email, Gplus
Worked as a Project manager & implementation consultant understanding various business needs to propose a
solution which helped increase automation and operational efficiency. Played a key role in winning the deal
(POC) and performed business analyst, architect, planning, execution, project management and
implementation. Handled a team of over 30+ implementation consultants, including client engagement team
to deliver project collaboratively.
Mobility (9 Months): Setup a mobile development practise. Evaluating on platform capabilities and
executing projects for contact center dashboards and various feet on street automation with needful
integration to contact center solution
HP (1 Year) – State Bank of Mauritius: Played a vital role in orchestrating CCT solution with core banking,
Biz Talk, Card systems, MS CRM (2011), Internet Banking for Voice, Email and Chat interactions
HCC Bharti Airtel (1 Year): Played a leading role in planning, design, implementation of Hosted Contact
Center solution for Airtel in a multi-vendor environment (migrating from Cisco). Was Responsible for the overall
project covering responsibilities such as Pre-sales, architecting solution, Client on-boarding & support. Was
instrumental in delivering features beyond the Genesys offerings in order to ensure client satisfaction at all
times.
Warba Bank (6 months): Played Consulting role for IVR self service module for bank in Kuwait. Helped the
team design, develop & implement the solution integrating with Core banking systems, Card Systems. Did end-
2-end project management and Designed a MW which can facilitate easy integration with CBS & card systems
allowing faster deployment & reducing change costs.
Bharti Airtel (1 Year): Lead on site, consultant for solution design & deployment of GVP solution for Auto
dialler (11k ports) & agent assisted outbound (2000+ seats). Implemented the system which involved 80+ IVRs
dialling 15m calls a day with various automations & framework for IVR & reporting to accommodate easy and
faster deployments
Aditya Birla Minacs (6 Years): Responsible for software delivery for India, North America, Manila operations.
Developed various adjunct suite of solution integrating with Aspect, Cisco, Avaya, Genesys & enterprise
application for contact center needs. Played a key role in on-boarding various OEM solutions (Aspect, Cisco,
Genesys)
Career Growth Path
 General Manager, Consulting & Delivery, SmartConnect Technologies - Feb2011 - Jun2016
 Senior Manager, Information Systems, Aditya Birla Minacs – Bangalore - Sep2004 - Jan2011
 Senior Software Engineer, Adventity BPO – Mumbai, India - Jan2004 - Sep2004
 Software Engineer, i2i – Mumbai, India - Jun2002 - Dec2003
 Software Engineer, Seclabs – Chennai, India - May2000 - May2002
EDUCATION/QUALIFICATIONS
 Bachelor of Engineering (Electronics and Instrumentation),
 Scored third in University (By Rank)