Gokulkumar Nair
About Gokulkumar Nair
Gokulkumar Nair is the Director of Contact Centre Applications - Technology, Infrastructure, and Innovation at CIBC, with extensive expertise in customer interaction management and advanced contact center technologies.
Title
Gokulkumar Nair holds the title of Director, Contact Centre Applications - Technology, Infrastructure and Innovation.
Current Position at CIBC
Since 2018, Gokulkumar Nair has been serving as the Director of Contact Centre Applications at CIBC. His role focuses on Technology, Infrastructure, and Innovation within the Contact Centre.
Previous Roles at CIBC
Gokulkumar Nair has held several significant positions at CIBC. From 2017 to 2018, he was Senior Manager, Strategy & Innovation for Contact Centre Transformation. Prior to that, he served as Senior Manager for Contact Center Solutions in Distribution Technology from 2015 to 2017. In 2015, he worked as a Senior Business Telephony Consultant for Strategic Initiatives.
Experience at RBC and Accenture
Before joining CIBC, Gokulkumar Nair worked at RBC from 2010 to 2015 as a Senior Contact Centre Telephony Consultant in Hosted Shared Solutions. From 2008 to 2010, he was a Business Analyst in the Global Talent Innovation Network at Accenture.
Education and Technical Expertise
Gokulkumar Nair graduated with a Bachelor of Engineering in Mechanical Engineering from the University of Pune, where he studied from 2002 to 2006. His technical expertise encompasses Amazon Connect, Genesys Pure Cloud, and Google CCAI technologies. He has specialized knowledge in advanced technologies such as Nuance Voice Biometrics, Cisco ICM, Verint WFO, Verint QM, OpenSpan, Blue Prism, and uiPath.
Customer Interaction Management
Gokulkumar Nair specializes in customer interaction management, boasting a proven track record in testing and quality assurance for contact center technologies. He excels in developing migration strategies, providing managed services, and offering knowledge transfer services.
Collaborations with Business and IT Stakeholders
Gokulkumar Nair has successfully collaborated with both business and IT stakeholders to create and communicate IT visions for diverse and complex businesses, enhancing operational efficiencies and driving innovation.