Aug 2017 – Mar 2019 · 1 yr 7 mos

• Customer Engagement Product: Recommendation engine, self-care & notification platform
• Rule-based microservices platform helping telecom operators increase their customer engagement by providing interactive customer care services and contextual offerings via Omni channels
• Role: Product Owner
• Responsibilities
• Product & technical owner: Managed technical specifications and architecture of three products
• o Maintained product backlog of 100+ features; reduced time to market of features by 25% via feature optimization
• Determined business use-case around Customer Engagement Product (CE), Online Charging System (OCS), and Policy Control Rule Function (PCRF), to generate contextual offers for the end-user, increasing the offer acceptance rate for the operator by 20%
• Engaged with multi-disciplinary teams- Product Management, Pre-Sales, and R&D- across USA, Canada, and India to define conceptual architecture of cloud-native products; deployed solution with tier I telecom operators
• Member of SAFe transformation team; transformed a team of 150+ members working in traditional Agile to SAFe
• Designed and implemented POC for TMForum, France in collaboration with Orange, and ZTESoftware
• o “Maximizing Engagement with Predictive Customer Journeys”- providing an Omni Channel experience to user buying a phone
• Google mobile data plan integration: Defined and implemented solution via integration with Google APIs
• o Delivered contextual offers and facilitated offer subscription via OTT channels such as YouTube, Google Maps, etc
• AI/ML engine integration: Drafted integration of Nokia’s and Comptel’s products in Product Integration meet in Finland
• o Identified potential business use-cases, generating new customer prospects; delivered cost-savings worth 500 person-days
• Alexa and Chatbot integration: Integrated Selfcare engine with Amazon Alexa and Nokia’s ChatBot; provided automated self-care experience of the end-user; increased customer’s operational efficiencies by 10%

Aug 2015 – Aug 2017 · 2 yrs

• Smart Plan Builder
• A service orchestrator for telecom operators facilitating contextual offers and dynamic tariff plan creation for the end customer
• Curated customers demos for tier I customers (Verizon, Vodafone, etc.); helped convert POC contracts worth $ 3 million
• Collaborated with the UX team to build a white-labeled mobile app to provide enhanced self-care experience
• Lead design and development for Vodafone’s Nokia powered smart pricing solution
• o Won "Best Mobile Solution for Serving Customers” award in Mobile World Congress 2017
• Ideated and implemented a generic service orchestration framework for IT system integrations; reduced cost by 40 person-days
• Performed comparative analysis of the latest databases, shortlisting NO – SQL database ‘Aerospike’ based on empirical evidence
• Performance Engineering: Analyzed and improved performance of the product, increasing Transactions Per Second by 50%

Sep 2014 – Aug 2015 · 11 mos

• Service Manager and Smart Plan Builder
• Lead the development of various features for service manager product working with a scrum team spanning India and Canada
• Headed the level-4 support for greenfield customers, reverting customer’s request well within defined SLA saving 33% support cost
• Designed and executed Learning and Development program for new hires; mentored five freshers through structured training

Jul 2013 – Aug 2014 · 1 yr 1 mo

• Worked as a software developer in Smart Plan Builder, an R&D project of Alcatel-Lucent.
• The Alcatel-Lucent Smart Plan Builder is a key component of the Smart Plan solution. The Smart Plan solution helps service providers “mobilize the data plan.” Service providers need to build offers that will appeal to customers who are transitioning from traditional voice services to ones that are increasingly focused on mobile data. Mobile and fixed-mobile service providers around the world are evolving their approaches to mobile tariffs.

May 2012 – Dec 2012 · 7 mos

• Responsible for unit test automation and module development on Struts2 framework

May 2012 – Dec 2012 · 7 mos

• Open API management is a R&D project of Alcatel-Lucent that provides a common platform for all the application developers and the users of the telecom industry to deploy and utilize the applications on a standard platform.
• Platform : Java
• Role : Trainee Developer