Noida, Uttar Pradesh, India
I work on Contact Center platforms, cloud CCaaS, automation, and AI-driven quality engineering, helping teams build scalable, reliable, and customer-ready CX systems and AX systems. With 12+ years in the Contact Center ecosystem, I lead initiatives across IVR, CCaaS, Agent Desktop & CRM validation, GenAI bots, and end-to-end automation frameworks—using automation, AI, and cloud to speed up delivery, improve quality, and reduce cost. At Optum, I work across innovation, automation, platform testing, bot certification, and cloud migration, building enterprise automation and AI-enabled orchestration solutions that deliver real business impact. Always happy to connect and exchange ideas on: • Contact Center systems • Cloud CCaaS (AWS, GCP, Genesys) • Automation, CX and AX assurance • Generative AI and bot quality If you’re navigating Contact Center modernization, cloud migration, or AI adoption, feel free to reach out—I enjoy brainstorming and problem-solving.
Seasoned Software Engineering Manager with over 10 years of experience leading high-performing teams in Continuous Integration/Continuous Deployment (CI/CD), DevOps, Contact Center Automation, and Quality Assurance. Proven track record of delivering innovative solutions, optimizing processes, and driving business outcomes. Passionate about fostering collaboration, mentoring talent, and driving excellence in software engineering practices.
Led IVR QA initiatives and managed an 8-member team. Delivered test data mining and QA excellence initiatives. Trained 50+ professionals.
Led QA CoE initiatives and managed 6 squads (20 resources).