Sanjoy Roy
PERSONAL SUMMARY
A multi-skilled solutions architect with well versed in software service delivery and operations and good allround ability to juggle multiple projects and meet deadlines whilst at the same time comprehending complex
and interdependent business processes. Very capable with an ability to identify and then deal with a client’s
needs by translating them into appropriate technical solutions. Well experience in providing motivation,
guidance and an up to date consultancy service to both colleagues and clients.
I am currently looking out for a new and challenging position, one which will make best use of my existing
skills and experience and also further my development.
AREAS OF EXPERTISE

Technology Consulting

System Integration

Services Delivery & Operations

Enterprise Architecture Frameworks

Solution Engineering

Team Management

Client Focussed

Business Acumen
PROFESSIONAL

Microsoft Word, Excel, Visio and PowerPoint

AVAYA Voice Portal, Nortel MPS 500/1000, Intervoice.

Project Management
PERSONAL SKILLS

Solutions driven

Creativity & innovation

Decision making
CERTIFICATION

Avaya Certified Solution Specialist – Voice Self Service (Implement).
WORK EXPERIENCE
 AGC Networks Limited (An Essar Enterprise)
April 2012 - Present
Technology Consultant
Primarily focussed on understanding and designing customized software solution based on customer
requirements in contact centre space. Interacting with the respective Development Team for clear
requirement understanding, solution scoping and guiding them to provide the best possible solution.
Responsible for defining, documenting and articulating functional scope. Responsible for providing
commercial and software bill of material. Also involved in technical analytical, problem-solving and
identifying, analysing customer and application data flow issues throughout a software solution.
Roles and Responsibilities:

Application Pre-Sales i.e. Understanding the requirements of Customer.

Preparing SoW and Commercial Proposals.

Designing Contact Centre Application Solution that includes Contact Management, Self-Service,
Proactive Contact, and Operational Effectiveness.

Provide Design support on Avaya/CISCO/Aspect platform for CTI, Self Service (IVR), Dialer, Unified
Reporting etc.

Contribute in increasing gross margin and in turn the company profitability.

Use ROI Approach, Vertical Solutions, Studio & Demo Approach, Solution differentiation, optimized
solution etc. enable AGC to win in market place.

Guide the Marketing & Professional Services team, Industry Solutions Team for packaged
applications. Conduct workshops in the Regions & through Web Conferencing to the Sales Team &
RSA members for Knowledge Enhancement.

Exhibit the required professionalism and standards in day-to-day dealings with colleagues, clients
and company norms.

Taking initiative outside regular job and demonstrates keenness to take on added responsibility.
 Orange Business Services (A France Telecom Company)
March 2007 to April 2012
Assistant Manager – Engineering Services
Focussed on managing, supporting and developing IVR solutions for our various esteemed customers across
India; ensuring a high-quality customer experience, while adhering to the SLA’s and work processes.
Carrying the root cause analysis and institute innovative mechanism to further improve the productivity.
Contributing in organizational activities such as recruitment, and performance appraisal.
Roles and Responsibilities:

Management of Delivery – Delivery Quality/ SLAs, Escalations, Process Adherence, Usage of
productivity enhancement tools.

People- Process adherence, pyramid structure, utilization of campus recruits, training,

Self-development- Articles & courses, Attrition.

Industrialization-Implement and suggest new initiatives accepted by corporate.

Accountability for all issues and deliverables.

Provide leadership to reporting project managers/ technical leads.

Coordinate and facilitate status reporting/ operation meetings.

Manage gross margin, resource mix, and maintain project information system.

Design, Installation and commissioning of IVR solutions across India and SAARC countries.

Integration of IVR system with 3rd party interfaces and other contact centre components.

Interaction with clients and key stake holders for any new opportunity on contact centre vertical for
requirement understanding.

Service Improvement.
Milestones Achieved:
1. Reliance Telecom consolidation project across 7 locations– Complete Project life cycle (February
2011 – April 2012).
2. Loop Mobile Mumbai – Operation, Support and Maintenance (July 2008 – February 2012)
3. BSNL CDR Project - Operation, Support, Maintenance and Resource Management (April 2011 – April
2012).
4. Reliance Telecommunication across 9 locations– Complete Project life cycle (July 2008 – February
2011).
5. Standard Chartered Bank Bangladesh Core Banking and Credit card IVR solution – Complete Project
life cycle (April 2010 – November 2010).
6. Standard Chartered Bank India Core Banking and Credit card IVR solution – Complete Project life
cycle (March 2007 – November 2009).
 Bhrigus Software
July 2005 to March 2007
Team Leader
IVR Application Development and Support
Milestones Achieved:
1. Standard Chartered Bank India Core Banking and Credit card IVR solution – Complete Project life
cycle (April 2006 – March 2007).
2. Fidelity India NAV information system – Application Development (November 2005 – February
2006).
 Estel Technologies
October 2004 to July 2005
Operations Engineer
VAS application support and maintenance for India times Voice Portal across Karnataka region.
 Suprawin Technologies
October 2003 to July 2004
Senior Technical Support Engineer
Support and Maintenance of Servers, Desktops and Printers (Hardware and Software).
Resident Engineer for Bangalore Baptist hospital and Field support engineer for Various Banks across North
Bangalore.
ACADEMIC QUALIFICATIONS

Master of Computer Application (MCA)
Bangalore University 1998 – 2001.

Bachelor of Science (Computer Science)
Bangalore University 1995 – 1998.
PERSONAL DETAILS
Present Address
: 262, DSR Rainbow Heights, 24th Main Road, Sector 2, HSR Layout,
Bengaluru – 560 102. Karnataka, India
Mobile
: +91 9742689992.
Email Address
: sanjoyroy1975@hotmail.com
sanjoy.roy@live.in
Date of birth
: 25.08.1975.
Sex
: Male.
Marital Status
: Married.
Languages Known
: English, Hindi, and Bengali.
Passport No
: G1648286.
Validity
: 01/2017.
AWARDS AND RECOGNITION
Received “Shine@Orange” Flare of the Quarter (April 2009 – June 2009) for building the first ever IVR
solution through GS India and for outstanding performance and contribution towards fostering Orange
culture.
REFERENCES
Available on request