Tharun Yadav

Experienced professional with a strong track record in Customer Experience (CX) transformations through the implementation of NICE CXone and RingCentral Contact Center solutions. I have successfully led 100+ full-scale and MAC (Moves, Adds, Changes) projects, delivering measurable improvements in service quality and agent productivity.

I specialize in designing and deploying cloud-based contact center solutions that align with business goals, streamline operations, and enhance end-to-end customer engagement.

Core Competencies:

>CX Transformation & Customer Journey Optimization
>Project Implementation & Delivery
>Cloud Contact Center (CCaaS) Solutions
>Business Requirements & Stakeholder Management
>API Integrations: REST, SOAP, GraphQL, Custom APIs
>Team Collaboration & Change Enablement

Technical Expertise:

>NICE CXone: IVR, ACD Routing, Auto Pilot(Omilia), Auto Attendant, DFO, DFO Guide, Dialers, Email, Chat, SMS
>AI & Automation: Conversation AI (Omilia with Cxone),Chatbots (Kore.ai with CXone), MS Embedded Agent
>CRM Integrations: Microsoft Dynamics, Salesforce, Zoho, Custom CRM
>Incident & Change Management

With deep hands-on experience across NICE CXone and RingCentral platforms, I drive scalable, intelligent, and future-ready contact center transformations. I’m passionate about helping organizations evolve their customer experience landscape through innovation, cloud technology, and process improvement.

Experienced professional with a strong track record in Customer Experience (CX) transformations through the implementation of NICE CXone and RingCentral Contact Center solutions. I have successfully led 100+ full-scale and MAC (Moves, Adds, Changes) projects, delivering measurable improvements in service quality and agent productivity.

I specialize in designing and deploying cloud-based contact center solutions that align with business goals, streamline operations, and enhance end-to-end customer engagement.

Core Competencies:

>CX Transformation & Customer Journey Optimization
>Project Implementation & Delivery
>Cloud Contact Center (CCaaS) Solutions
>Business Requirements & Stakeholder Management
>API Integrations: REST, SOAP, GraphQL, Custom APIs
>Team Collaboration & Change Enablement

Technical Expertise:

>NICE CXone: IVR, ACD Routing, Auto Pilot(Omilia), Auto Attendant, DFO, DFO Guide, Dialers, Email, Chat, SMS
>AI & Automation: Conversation AI (Omilia with Cxone),Chatbots (Kore.ai with CXone), MS Embedded Agent
>CRM Integrations: Microsoft Dynamics, Salesforce, Zoho, Custom CRM
>Incident & Change Management

With deep hands-on experience across NICE CXone and RingCentral platforms, I drive scalable, intelligent, and future-ready contact center transformations. I’m passionate about helping organizations evolve their customer experience landscape through innovation, cloud technology, and process improvement.

College : CMR College of Engineering & Technology

Degree: Bachelor of Technology - BTech

Start Date: 2014

End Date: 2018