Nishant Sabharwal

Director, AI & CCaaS Practice · Concentrix · Delhi

I've spent 15 years building contact-centre infrastructure — from Avaya and Cisco in the on-premise era through to Genesys Cloud and Amazon Connect. Now I run the AI & CCaaS practice at Concentrix, helping enterprise clients figure out which AI investments are worth making and which are vendor theatre.

My focus is agentic AI in the contact centre — voice bots, agent assist, post-call automation, and the orchestration layer that makes them work together. I've deployed across BFSI, retail, and automotive in India, and I write about what I actually see in production.