Sanjay J Gandhi
UCaaS & CCaaS AI Advisor
Senior UCaaS & CCaaS Solutions Architect with around 16 years of global experience. Specialized in transforming UCaaS and CCaaS ecosystems through Python automation and Generative AI.
Channels
Academic Foundations
Advanced ML & AI program
Scaler Academy & IIT Roorkee (2025-2026)
Post Graduate Diploma (Business Mgmt)
Narsee Monjee Institute of Mgmt Studies
Bachelor of Computer Science Eng.
University of Pune (2005-2009)
Technical Credentials
Core Engineering Competencies
Architectural Advisory Timeline
UCaaS and CCaaS Specialist
April 2026 - PresentMAXIL TECHNOLOGY SOLUTIONS INC
Architect and lead end-to-end deployments of NICE CxOne and Genesys Cloud CX (queues, skills, routing, bots, IVR/IVA). Integrated CRM platforms (Salesforce, ServiceNow, Zendesk) for seamless agent screen-pops. Spearheaded UCaaS/CCaaS roadmap alignment with business objectives.
Service Engineer
May 2022 - March 2026ZOOM
Resolved global escalations for Zoom Phone, Zoom Contact Center AI, FreeSWITCH, and Ribbon SBCs. Architected NLP/NLU Voice/Chat Bots and Python diagnostics, improving engineering productivity by 30%. Implemented real-time monitoring via CUBE/Grafana reducing ticket volumes by 20%.
Consultant Specialist & Senior Software Engineer
Nov 2016 - May 2022HSBC
As Consultant Specialist, owned enterprise voice strategy and built Natural Language to SQL PoCs using NLP & Python. As Senior Software Engineer, resolved critical incidents across Genesys and Cisco, collaborating to migrate 25,000 legacy users to Genesys SIP.
Tech Lead - IHD Engineer
Nov 2015 - Oct 2016NICE
Established technical direction for greenfield, migrations, and upgrades of NICE Engage 6.3/NIM 4.1 across Cisco, Genesys, Avaya, and Aspect environments. Awarded formal board acknowledgment for technical delivery under pressure.
System Engineer
Jul 2014 - Nov 2015TATA CONSULTANCY SERVICES (Client: Cargill, USA)
Orchestrated global UC/CC operations leading a multi-site team of 12 engineers. Ensured 99.9% uptime for Cisco CUCM, Unity, UCCX, and NICE Recording. Saved over $100K by replacing faulty Cisco UCS systems.
Administrator
Jun 2013 - Jul 2014WIPRO (Client: Telstra, Australia)
Managed operations and high-tier support for Telstra's premium clients (Cisco IP Telephony, UCCX, NICE, Verint). Consistently maintained Net Promoter Score (NPS) above 8 and authored helpdesk playbooks.
Engineer OPR
Jun 2010 - May 2013TECH MAHINDRA (Client: British Telecom, UK)
Provided production support for BT's global enterprise clients on mission-critical Cisco IP Telephony and hosted Cisco UCCE/ICM. Performed deep-packet analysis for trunking errors and SIP registration conflicts.
Initiate Enterprise System Alignment
Provide direct operational variables and capture context to secure a priority slots consult.