University of Houston

University of Mumbai

Vice President at ShoreGroup

As the executive chartered to develop a line of tools to supplement ShoreGroup's industry leading CaseSentry product, Bharat assembled a team of key personnel and lead by example, playing various roles to deliver a high performing, data intensive, open-software based analytical product for contact centers. Key differentiation in the offering was its ability to combine dissimilar objects as metadata and use them consistently to deliver both real-time operational statistics and historical analytics. Challenges related to big-data accumulation and retrieval was solved using a combination of ETL based pre-processing and query optimization. In parallel with development, team successfully deployed the solution at a very large Federal Institution.

ShoreGroup

Vice President - Call Center Analytics & Orchestration

Lead Cisco’s strategy and creation of Service Programs for a new Cisco Product called AON (Application Oriented Networking).
As part of service-lead sales, another recent Cisco initiative, I have been doing business development for a 3-year $30M opportunity in the health vertical with NY Department of Health and eClinicalWorks an Electronic Medical Record product company.
With the advent of application-oriented thinking at Cisco, it became imperative that adequate post-sales support programs are put in place. I was tasked to create a revenue generating program which supplements Cisco’s SMARTnet offering, a device-level support program.

Cisco

Senior Manager, Advance Services

Prior to AON, I started and managed an Engineering group (aka Custom Engineering - CE) for Cisco System’s Advance Services with emphasis on Contact Center Business and IP Telephony products. Currently these products are sold in conjunction with Unified Communications, and IPCC products. My primary focus was to manage and enable a geographically dispersed group of engineers and to facilitate the group’s mission of designing and developing customized solutions for end-customers as well as to provide technology assistance to channel partners. At its peak, I managed more than 30 engineers operating across multiple Cisco theaters. I have been a key player in major client accounts working with executive teams and technical teams as needed.

Manager, Advanced Services

GeoTel Communications Corporation, a maker of Intelligent Contact Manager (ICM) software was acquired by Cisco Systems Inc. in June of 1999. I was brought on board by the CTO/Founder to help device an attainable product strategy. At GeoTel I worked with product marketing teams to create a road-map for the product, specified the architecture and led the development effort for the Database architecture and the Real-Time distribution services of the GeoTel ICM/IPCC product line. As a member of the initial ICM development team I participated in the overall product architecture and was the author of database and the customizable real-time monitor components.

GeoTel Communications

Principal Engineer

Got initiated in the techno-commercial aspects of business by getting exposed to a start-up environment as a founder. Worked on the original business plan (mostly technical contribution) which helped raise the initial round of funding.  As a technical contributor, I Designed and developed the database, a real-time analytical engine and authored methods/classes to be used for all GUI applications.

Teloquent

Founder & Principal Engineer

Supported scientists in their research. Developed an algorithm which projected phone traffic, line capacity and required switching fabric for each central office. Intent was to foster fiber channels and fiber terminals in the local loop of the phone company.

Bharat Shah