Mar 2025 – Present · 1 yr 1 mo · Gurugram · On-site

• Driving large-scale AI transformation by leading programs for chatbot and voice/IVR platforms powered by LLMs.
• Leading the scaling of LLM-based conversational platforms handling high-volume customer traffic
• Managing end-to-end execution from use-case definition to production rollout
• Partnering with AI/ML teams to improve model performance, response quality, and scalability
• Coordinating multiple teams to deliver AI solutions faster and more reliably
• Supporting automation of customer journeys through conversational AI

Jan 2023 – Feb 2025 · 2 yrs 1 mo · Gurugram · On-site

• Owned strategic program delivery for commerce platform modernization, leading enterprise-wide initiatives to sunset legacy systems and migrate to a unified, scalable platform.
• Defined and executed migration roadmap and transformation strategy
• Ensured alignment between business goals and technical execution across multiple verticals
• Led risk mitigation, change management, and release planning for complex system transitions
• Enabled faster go-to-market and improved platform resilience through modernization initiatives
• Influenced executive stakeholders and drove program-level decision-making

Apr 2020 – Dec 2022 · 2 yrs 8 mos · Gurugram · On-site

• Driving agile program execution through effective sprint management, cross-team coordination, and proactive stakeholder communication.