Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Vamshidhar Suddapalli

Solution Architect
Richmond,VA

Summary

Goal-oriented solution architect with extensive experience in contact center technologies, specializing in omni-channel solutions and leveraging AI/ML advancements. Committed to enhancing customer experiences through innovative technological integrations. Seeking opportunities to apply deep expertise in designing and implementing cutting-edge solutions that drive operational excellence and exceed client expectations.

Overview

16
16
years of professional experience
2006
2006
years of post-secondary education
5
5
Certifications

Work History

Solution Architect

AMC Technology
Richmond, VA
02.2024 - Current
  • As a Solution Architect at AMC Technology, I specialize in designing and deploying integrated customer engagement solutions using the DaVinci platform, enhancing omnichannel interactions for businesses
  • My role involves close collaboration with clients and technical teams to deliver tailored solutions that drive efficiency and improve customer experiences
  • Architected and implemented custom CRM and contact center integrations using DaVinci with platforms like Salesforce, Microsoft Dynamics 365, and ServiceNow
  • Led end-to-end solution deployments, overseeing system configuration, testing, and post-implementation support
  • Provided technical leadership, troubleshooting complex integration challenges, and ensuring alignment with client business needs
  • Conducted workshops and training sessions, helping clients optimize their use of DaVinci and improve ROI
  • Successfully integrated DaVinci with Salesforce for a global telecom client, improving first-call resolution rates by 25%
  • Deployed a multichannel solution integrating Avaya and Microsoft Dynamics, leading to improved customer satisfaction scores
  • Developed architecture templates that reduced integration time by 20%, streamlining the deployment process
  • Conducted research to evaluate systems design and process efficiency.
  • Improved solution efficiency by designing and implementing scalable architectures for enterprise clients.
  • Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution.
  • Facilitated seamless communication between technical teams and non-technical stakeholders by effectively translating complex concepts into understandable terms for all parties involved in projects.
  • Worked closely with product teams to define and prioritize partner feature requests
  • Collaborated with developers on creating user-friendly interfaces that simplified complex workflows within custom-built solutions.
  • Accelerated project delivery with effective management of cross-functional teams, adhering to agile methodologies and best practices.
  • Communicated with partners and clients to update product and implementation status at technical or functional level.
  • Presented roadmap and technology infrastructure to customers, demonstrating deep familiarity with APIs, platform infrastructure, security and integration capabilities.
  • Installed, integrated and deployed [Software] product in client environments.
  • Conducted post-sale requirements gathering, analysis and documentation.
  • Provided support during customer implementations and applied industry best practices.
  • Worked with clients post-implementation on user testing, debugging, support and maintenance.
  • Improved customer satisfaction by designing and implementing tailored solution engineering strategies.
  • Provided expert guidance during the pre-sales process, helping drive sales success by demonstrating the value of proposed solutions to prospective clients.
  • Conducted process improvement meetings to solicit, clarify and document business technical requirements.
  • Collaborated with sales teams to identify customer needs, resulting in better-targeted solutions and higher revenue.
  • Delivered comprehensive technical support to customers, ensuring prompt resolution of issues and increased client satisfaction levels.

Principal Solution Engineer, Twilio Flex

Twilio
Richmond, VA
07.2022 - 01.2024
  • Lead highly interactive and engaging customer demos and act as a trusted advisor for the customer
  • Support and assist with customer hackathons
  • Create and manage internal Flex playbooks
  • Work with Flex AEs, partners and professional services to find the best approach to help customers build their contact center on Flex
  • Conduct sales enablement sessions with Account executives/SDR’s to help them conduct prospecting
  • Support and assist with customer hackathons
  • Based on customer requirement building custom demo and presenting to customer
  • Participation at events to demonstrate the platform

Solution Engineer

AMC Technology
Richmond, VA
12.2013 - 07.2022
  • Davinci cloud solution planning and implementation, facilitating CTI Integration
  • Supporting Sales and Presales teams by providing product design and functionality assistance during customer calls
  • Configuration and installation of solutions in large, distributed environments
  • Efficiently managing a high volume of tickets while ensuring customer satisfaction and meeting SLA targets
  • Coordinating with customers across regions, promptly troubleshooting issues, and updating stakeholders
  • Coordinating new customer onboarding, installations and configurations
  • Ensuring the Demo LAB is updated with the latest application releases and maintenance
  • Expertise in integrating CTI with CRM, screen popups, and logging functionalities
  • Extensive product integration knowledge across various CRM platforms and telephony systems
  • Handling technically complex escalated problems in AMC software products, maintaining customer relationships
  • Developing technical content, delivering training, and managing pre-release products for improvements
  • Versed in a range of solutions: Cloud (Five9, Genesys, Amazon Connect, Twilio Flex) and On-premises CTI (Avaya, Cisco, Aspect Dialer, WFM)
  • Expertise in Contact Centre and Unified technology, including SIP and IP Telephony protocols
  • Knowledgeable using Java script for plugins

Senior Configuration Engineer

ILogikk
Richmond, VA
08.2013 - 11.2013
  • Install and configure Team Foundation Server 2012 for comprehensive project management, version control, and testing
  • Integration of Team Foundation Server with SharePoint and Visual Studio for seamless operations
  • Support and maintenance of Development, UAT, and SIT environments, including application deployment and system integration

Senior Technical Support Engineer

Avaya
Hyderabad
12.2008 - 04.2013
  • Implementation and core troubleshooting of CMS and IQ servers at Tier 3 level
  • Leading role as CMS/IQ Advanced Diagnostics Engineer within the team
  • Training and updating the team on product developments to enhance problem-solving skills
  • Reviewing Service Requests to meet Avaya KPIs, ensuring timely resolutions
  • Supporting engineers in resolving complex customer scenarios and handling critical accounts and escalations
  • Acts as a liaison between the company and client of which there are contractual obligations in place for value added services
  • Responsible for the delivery of quality services via cross-function and third-party teams inside and outside the company

Education

Bachelor of Computer Sciences Engineering -

Anna University
Chennai
05-2005

Skills

Contact Center Platforms

AI/ML and Analytics

Omnichannel

CRM and Integrations

Troubleshooting and Problem-Solving

Cloud-Based Solutions

Compliance and Regulations

Scripting and Automation

APIs and Integrations

AWS and Cloud-Based Solutions (Amazon Connect, Lambda, S3)

Requirements gathering

undefined

Certification

Azure Cloud Certification

Timeline

Solution Architect

AMC Technology
02.2024 - Current

Principal Solution Engineer, Twilio Flex

Twilio
07.2022 - 01.2024

Solution Engineer

AMC Technology
12.2013 - 07.2022

Senior Configuration Engineer

ILogikk
08.2013 - 11.2013

Senior Technical Support Engineer

Avaya
12.2008 - 04.2013

Bachelor of Computer Sciences Engineering -

Anna University

Similar Profiles

CREATE PROFILE
Vamshidhar SuddapalliSolution Architect