I am a results-driven Project Manager with over 14 years of experience leading large-scale Contact Centre as a Service (CCaaS) and cloud telephony transformations across the UK. My journey has taken me through a diverse range of projects where I’ve been able to leverage my expertise in stakeholder management, team coordination, and strategic implementation. I thrive on challenges and am passionate about delivering solutions that not only meet client expectations but also enhance operational efficiency. When I'm not project managing, I enjoy staying updated on industry trends and continuously improving my skill set.…

Tarun Shiva

I am a results-driven Project Manager with over 14 years of experience leading large-scale Contact Centre as a Service (CCaaS) and cloud telephony transformations across the UK. My journey has taken me through a diverse range of projects where I’ve been able to leverage my expertise in stakeholder management, team coordination, and strategic implementation. I thrive on challenges and am passionate about delivering solutions that not only meet client expectations but also enhance operational efficiency. When I'm not project managing, I enjoy staying updated on industry trends and continuously improving my skill set.…

Available to hire

I am a results-driven Project Manager with over 14 years of experience leading large-scale Contact Centre as a Service (CCaaS) and cloud telephony transformations across the UK. My journey has taken me through a diverse range of projects where I’ve been able to leverage my expertise in stakeholder management, team coordination, and strategic implementation.

I thrive on challenges and am passionate about delivering solutions that not only meet client expectations but also enhance operational efficiency. When I’m not project managing, I enjoy staying updated on industry trends and continuously improving my skill set.

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Language

English
Fluent

Work Experience

Project Manager – CCaaS (NICE) at Tech Mahindra, UK
December 1, 2024 - September 24, 2025
Responsible for end-to-end NICE migration for a Tier-1 UK Telecom Company, replacing legacy Avaya platform, improving customer experience by 25% and reducing operational costs by £1.2M annually. Defined and implemented DDI-based and CRM-driven routing strategies enabling personalized inbound support. Oversaw integration of NICE with Homegrown CRM and NICE WFM, streamlining agent productivity and reporting. Partnered with North American and UK-based vendors to ensure successful cloud telephony rollout across 5,000+ users.
Management Consulting Manager – Contact Centre Transformation at Accenture, India
January 1, 2022 - September 24, 2025
Led project initiatives covering AWS, Lamba, and DynamoDB. Designed IVR and Chatbots leveraging AWS technologies to enhance operational efficiency and improve customer journeys. Managed cross-functional teams to deliver projects for C-level stakeholders. Conducted trend analysis on customer behavior, including process workflows and tech strategies.
Sr Account Manager – Customer Success at Siemens, India
January 1, 2016 - September 24, 2025
Managed Siemens EPABX and contact centre infrastructure, ensuring high availability and reliability. Collaborated with customers on business process issues and improvements within the SLA. Trained and aligned stakeholders to gather requirements, conduct change management, and implement technology solutions.

Education

Bachelor of Engineering at Belagavi Institute of Technology
January 1, 2006 - January 1, 2010

Qualifications

PRINCE2 AGILE Practitioner
January 1, 2022 - September 24, 2025
AWS Solutions Architect Associate
January 1, 2021 - January 1, 2024
Certified ScrumMaster
January 1, 2021 - September 24, 2025

Industry Experience

Telecommunications, Professional Services, Software & Internet

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