Siddharth Agarwal
General Manager · Contact Center Transformation · Voice AI · Program Leadership
18+ years leading high-stakes technology programs at Airtel — India's largest telecom operator. Built a Voice AI platform handling 5 million calls/day, led India's fastest contact center transformation delivering ₹300 Cr in savings, and managed 50-engineer teams end-to-end.
linkedin.com/in/agarwalsiddharthNotable Achievements
Cost savings via contact center transformation
Voice AI inbound calls handled
Opex savings from Voice AI deployment
On-time delivery across 5+ Scrum teams
What I Do
Engagements tailored to enterprise contact center and AI programs.
Contact Center Platform Design & Migration
End-to-end transformation of legacy stacks to modern on-premise or cloud-hybrid architectures. Includes SOW creation, architecture sign-off, hardware deployment, and call flow implementation.
Voice AI Agent Implementation
Design and deploy conversational Voice AI bots at scale — reducing human agent load by 30%+ and driving significant opex savings. Covers NLP design, IVR integration, and telephony routing.
Human Agent Contact Center Build-Out
Platform selection, vendor management, ACD/IVR configuration, and operational readiness for organisations scaling human-agent contact centers.
Program & PMO Advisory
Fractional Program Director or PMO Lead for complex, multi-vendor technology programs — budgets, governance, stakeholder management, and delivery.
Career Journey
General Manager · Airtel
Leading Voice AI program — 50-engineer team, 5 Mn calls/day platform, ₹20 Cr/year savings, 30% call volume reduction.
Principal Program Manager · Airtel
Led Airtel's fastest-ever contact center transformation in 12 months — ₹300 Cr savings, ₹330 Mn budget governance, 95% on-time delivery.
Senior Technical Program Manager · Airtel X Labs
Agile transformation across 3 engineering pods, PI Planning for 100+ participants, 20% defect reduction.
National Head – Acquisition Operations · Airtel
Nationwide broadband acquisition operations; digitised workflows, cut manual processing by 35%.
Product Operations Manager · Airtel
Full product lifecycle for Decision Tree, Single Screen Application, and BOT platforms.
Manager – Operations · Airtel
200+ member team, 97% SLA adherence, 18% AHT reduction via Lean.
Quality Manager · Airtel
Quality frameworks across 3 vendor sites, 22% reduction in escalations.
Executive – Customer Operations · Idea Cellular
CSAT above target, TAT compliance.
Core Skills
Contact Center
Program Management
Leadership
Education
PGDBM – Executive (Business Administration)
IMT Ghaziabad · 2016–2017
BCA – Bachelor of Computer Applications
CCS University · 2001–2004