Mar 2025 – May 2025 · 2 mos · Virtual · Remote

• Conceptualized and co-facilitated the highly popular AI Prompt Engineering workshop - a hands on weekly workshop focusing on systems approach rather than blind copy-paste.
• Working on additional workshops conceptualization. Look out for further updates.

Jun 2023 – May 2025 · 1 yr 11 mos · Hyderabad, Telangana, India · Remote

• As a Senior Product Manager, I drive the strategy, expansion, and commercialization of AI-powered enterprise SaaS solutions in the Customer Experience (CX) space. My current focus is on a GenAI-enabled unified agent desktop that enhances advisor productivity through AI-driven agent assist capabilities and seamless integration with leading CCaaS and CRM platforms (Amazon Connect, Salesforce, Genesys, Avaya, etc.).
• With expertise in AI/ML applications, B2B SaaS, product-led growth, and enterprise workflow automation, I specialize in building scalable, high-impact solutions that optimize contact center operations. I also lead initiatives to enable developer success by building API management and integration platforms, accelerating app modernization and reusable microservices architecture adoption.
• Our product recently won the 2024 Brandon Hall Award (Gold) in the Future of Work category and is currently used by 300k+ advisors supporting global enterprises as we refine its ability to transform CX operations through automation and intelligence.

Feb 2021 – Jun 2023 · 2 yrs 4 mos · Hyderabad, Telangana, India · Remote

• Product 1: Desktop Process Analytics Application
• ● Built a process analytics based workforce management tool that saves $1.2 Mn yearly by boosting advisor productivity.
• ● Backend analytics handles millions of transactions at a near-real time.
• ● ML-based analysis provides prescriptive insights on opportunities for individual productivity.
• Product 2: Knowledge Discovery System
• ● Led the POC for an NLP based knowledge discovery system to surface enterprise-level implicit and
• explicit knowledge.
• ● Capturing and discovery of undocumented and disparately documented knowledge has estimated cost savings of millions associated with greater productivity across all roles.
• ● Developed the MVP and long-term strategy of the product and currently leading the feature roadmap

Oct 2018 – Feb 2021 · 2 yrs 4 mos · Hyderabad, Telangana, India

• Led the data engineering and analytics team that provides services to the entire Contact Center technologies portfolio
• ● Aligned analytics and reporting strategy in line with the organizational customer service digital transformation initiative, leading to over $1 mn in savings with penalty avoidance.
• ● Managed the backlog, roadmap and delivery for all ETL, reporting and analytics products within portfolio
• ● Modernized reporting with interactive dashboards (including product analytics dashboards) based on Tableau in line with easy insights generation for power users.
• ● Portfolio included historical data flow, Genesys telephony platform reporting (on premise and cloud deployment), Conversational AI effectiveness analytics and Medallia Voice of Customer application

Aug 2017 – Oct 2018 · 1 yr 2 mos · Iselin, New Jersey

• The project profiled and analyzed data to draw key business insights to improve contact center experience based on IVR data collected. Insights were represented through next generation self-service slice-and-dice analytics using Tableau. The current role involved:
• Interpreting data, analyzing results using based on next generation reporting analytics using Tableau and statistical and analytical methods including R programming.
• Designing and implementing a suite of dynamic Tableau Dashboards that enable business and technical users to quickly monitor IVR health, improve performance and understand member and provider behavior, allowing for self-service amongst users.
• Developing and implementing data analyses, data collection systems and other strategies that optimize efficiency and quality.
• Acquiring data from primary and secondary data sources and suggesting improvements on databases storing this data.
• Identifying, analyzing and interpreting trends or patterns in complex datasets.
• Filtering and cleaning data and reporting them through dynamic dashboards that allow the users to slice and dice the data according to their own requirements.
• Interpreting data and extrapolating them into business insights related to healthcare insurance.
• Working with management to prioritize business and information needs based on agile methodology based on SAFe 4.6 framework.
• Locating and defining new process improvement opportunities.
• Technology: R / R Studio, Tableau 10.2, JIRA, Confluence, Oracle 11g, Toad, SQL Server 2014.

May 2017 – Aug 2017 · 3 mos · Edison NJ

• The project was aimed towards querying, analyzing and visualizing data observations of patients to measure the impact of services offered by the hospital on health outcomes.
• Built and queried new daily ETL processes from the electronic medical record database.
• Applied linear regression and logistic regression models on clinical patient data to assist in making decisions on changes in healthcare policies.
• Performed statistical analyses including survival analyses, chi-square tests, linear regression and logistic regression for analysis of medical claims data using R and SAS.
• Optimized data cleaning across millions of vital signs and prescription data using R to reintegrate into SQL database for subsequent analysis.
• Performed a POC for widget-based visualization using R Shiny and dashboard visualization using Tableau.
• Technology: Tableau 10, R / R Studio, Python (Anaconda, Jupyter), Git, SQL Server 2016, LaTeX.

Aug 2015 – Mar 2017 · 1 yr 7 mos · Greater San Diego Area

• Applied bioinformatics and computational biology to investigate epigenomics of blood cancers using supervised and unsupervised machine learning algorithms.
• Led multiple projects and was responsible for the experimental roadmap.
• The project investigated the role of epigenetic regulators in haematological malignancies and identified vulnerabilities within the cancer epigenome that can be targeted through therapeutics, CRISPR-Cas9 screens and other genetic tools using mouse models, patient samples and human cell lines. The project utilized computational biology and big data analysis of DNA and RNA sequencing.
• Developed and built ChIP-seq and RNA-seq pipelines that are currently used by the lab based on R, Python and Shell Script.
• Analyzed data using R and Python, using machine learning algorithms like classification analysis, principal components analysis and clustering analysis to group cancerous and non-cancerous gene signatures.
• Visualized genomic and patient data using interactive dashboards based on Tableau and targeted for self-service of non-computational biology audience.
• Obtained and analyzed clinical and preclinical research data including API calls to databases like NCI Database and The Cancer Genome Atlas.
• Ran individual projects as well as collaborative projects within the lab and with UCSD and Salk Institute investigators, one leading up to a publication in preparation.
• Technology: R / R Studio, Python (Anaconda, Jupyter), Shell Script (Linux), Tableau 9.