Jul 2024 – Present · 1 yr 8 mos

• Leading architecture, innovation, and product development for enterprise Conversational AI, multimodal LLM systems, real-time audio pipelines, and CCaaS ecosystem integrations across Azure, AWS, and Google Cloud.
• Key Responsibilities & Achievements
• Architected end-to-end AI and CX platforms combining Genesys, Five9, Avaya, AWS Connect, Dialogflow CX, GPT Realtime, Gemini, and Azure OpenAI to enable scalable, secure, multimodal conversational experiences.
• Designed real-time audio + LLM pipelines, including Genesys Audio Connector → OpenAI Voice, pluggable STT/TTS engines (NVIDIA Riva, Hume.ai, ElevenLabs, Azure TTS), and SIP-based connector frameworks for multi-CCaaS voice automation.
• Built Azure multi-agent architectures using Azure OpenAI, Azure Functions, Event Grid, Cosmos DB, and Cognitive Search for workflow reasoning, RAG, and enterprise data grounding.
• Led R&D for new AI-driven products such as:
• AI Avatar Training Platform for contact center agents (mock customer scenarios, LMS integration, automated evaluations).
• Transform.CX for transcript mining, process intelligence, automated agent builder, and evaluation pipelines.
• CXLoop.ai and internal evaluation tools enabling observability, insights, and continuous improvement of conversational flows.
• Designed a multi-LLM orchestration & evaluation framework, enabling Gemini multimodal-based analysis of transcripts, audio signals, compliance, and flow deviations.
• Managed and mentored a cross-functional team of cloud architects, AI/ML engineers, full-stack developers, and CCaaS specialists, driving rapid MVP delivery and scalable product development.
• Delivered enterprise architectures and custom connectors to enable fast PoCs, multi-channel deployments, and large-scale client implementations.

Oct 2022 – Jul 2024 · 1 yr 9 mos

• Project: SharePoint Application UX Modernization
• Role: Technical Architect
• Technologies: React, Node.js, Python , AWS , Jenkins
• Achievements:
• Modernized UX of SharePoint using React and Node.js, improving user engagement.
• Developed custom CMS to manage and maintain the data and publish updates.
• Implemented Digital Adoption Platform (DAP) #whatfix for enhanced user training and support.
• Automated content management with Python scripts, reducing manual workload by 60%.
• Project : Smart Agent Assist
• Role : Technical Architect
• Technologies: React, Node.js, Python ,AWS Lambda, SQS, DynamoDB,DocumentDB,API Gateway,Kinesis video stream , Redis , ECS,ECR ,Code-build ,code deploy , EventBridge ,Genesys Purecloud , Audiohook ,websockets , Azure speech service
• Achievements :
• Lead the SmartAgent Solution development and its customization as per the client requirements.
• Empowered agents to achieve better customer experience, reduction in AHT , FCR .
• Built and Integrated real-time transcript, Entities extraction, agent assist, insights & recommendation, and auto summarization (generative AI) modules.
• Integrated this solution in salesforce CRM.

Apr 2021 – Oct 2022 · 1 yr 6 mos

• Lead the product and capabilities development along with implementation of existing products as per client use case.
• Project : Automated Quality Audit
• Role : Technical Architect
• Tech stack: Java ,Springboot, springcloud , lambda , Angular , Amazon RDS ,SQS,KMS,S3 etc
• Achievements :
• Designed and developed Automated Quality Audit system to automate call quality audit process and increase the audit coverage .
• Reduced human effort in auditing and increasing customer experience by identifying the key areas of improvement for agents and training agents.
• Implemented Rule engine to utilize output generated by ML NER modules to evaluate audit parameters and question.
• Project : Conversation AI (voicebot,chatbot)
• Role : Solution Architect /Tech lead
• Lead the solution design and technical integration for client projects for conversational AI solutions.
• Tech Stack : AWS connect , Amelia (IPSoft) , Lex , Lambda , Avaya , Dailogflow, Genesys PureCloud , KMS ,python ,Java ,Angular etc
• Key Achievements:
• Conversational AI Solutions: Integrated AI for automated call handling and improved user interactions using advanced NLP models.
• Telephony Integrations: Developed custom APIs for Avaya, Genesys, and AWS Connect, supporting omnichannel interactions and real-time data exchange.
• API and Automation: Created APIs and automation scripts for efficient communication and content management.
• Screen Pop Features: Implemented real-time customer data retrieval to enhance agent efficiency and personalize interactions.

Mar 2019 – Mar 2021 · 2 yrs

• Lead technical team by defining and implementing process for estimating, development and testing, Distributing and tracking work among the team members, also training and mentoring.
• Projects
• DIVA (Digital intuitive virtual Assistant) -
• Developed in-house unified desktop system using angular 7 and spring boot java frameworks. Built industry and client specific prototypes like travel, Healthcare and Insurance etc.
• Integrated Conversational IVR, chatbots & CTI components and embedded analytics modules like sentiment and repeat call analysis.
• CIVR (Conversational IVR) -
• Done succefull POCs for voicebot solution with different products•
• Done successful deployments of partnered solutions for US healthcare clients
• Lead technical discussion with client technical teams for API integrations.
• Digital HR ( AI Chatbot)
• Successful POC to digitize HR query and response system for EXL HR.
• Integrated various internal systems like leave approval to automate the leave request and approval system by APIs integration.
• Touchless Outbound (Proactive Outreach )
• Created a platform for proactive outreach by combining capability of agentless outbound dialer (Genesys) and AI powered conversational AI.
• Implemented outbound dailer coupled with custom UI interface to update the data and auto tigger customer outreach for missing data and conversatioal AI system was integrated to remind customers about missing/pending information in automated way.