Gaurav Agrawal

VP of Engineering

San Jose, California, United States25 yrs 2 mos experience

Highly StableAI Enabled

Key Highlights

Led digital transformation at eBay, enhancing customer satisfaction.
Onboarded 100 million customers for Reliance Jio in record time.
Established innovative contact center solutions at Apple.

Stackforce AI infers this person is a SaaS and Telecommunications expert with a strong focus on customer experience and digital transformation.

Contact

Skills

Core Skills

Customer Experience TransformationSoftware Development

Other Skills

Prduct managementProcesses DevelopmentGenerative AIPerformance AnalysisStatistical LearningProduct EvaluationsEngineering LeadershipIssue ManagementSoftware Solution ArchitectureCase StudiesArtificial Intelligence (AI)Enterprise BusinessDigital TransformationCustomer Experience ManagementTelecommunications

About

- Global Technology and Business leader with proven track record of leading large scale digital transformations. Passion for innovation, excellence in user experience and automation. Experience with creating platforms and building teams that enable international businesses to scale and grow. - With 27 years of industry experience, driving personal and organizational transformation. Strategic thinker with strong experience in influencing business roadmaps and technology investments through partnership, vision and technical expertise. Proven ability to effectively execute and navigate in ambiguous situations. - Expertise in areas of AI, Customer Experience, Customer Service, Sales, Data and Regulatory. Building custom solutions or using enterprise platform like Salesforce, Genesys, MS Dynamics, Nuance, Kore.ai, Siebel and Oracle.

Experience

25 yrs 2 mos

Total Experience

5 yrs 9 mos

Average Tenure

2 yrs 1 mo

Current Experience

Collective health

Vice President of Engineering

May 2024 – Present · 2 yrs 1 mo · San Francisco Bay Area · On-site

Ebay

Sr Director, Customer Service Technologies & Seller CRM

May 2018 – May 2024 · 6 yrs · San Jose, California, United States

Responsible for Service Platform from digital service (eBay.com/help), Conversation help (both voice & text), tools used within contact center, along with data and analytics. Managing a global team of over 500 full-time resources. Need a passion for constantly improving customer experience and responsible for customer adoption and success.
Transformed legacy platform, doubled customer satisfaction, reduced cost and established a global high performing team with diverse skillset.
Setup AI and Engineering team which drove the tech transformation with launch of Conversation experience integrating social platform, agent assist and near realtime insights.
Lead for setting up Regulatory platform for managing Customer complaints and compliance for GDPR. Responsible for Seller CRM platform (using SalesForce service cloud) focusing on medium to large sellers.
Recent innovation awards at Listen (CallMiner) conference and Konversations (Kore.ai) conference

Prduct managementProcesses DevelopmentSoftware DevelopmentGenerative AIPerformance AnalysisStatistical Learning+8

Reliance jio

SVP - Head of Customer Experience

Jul 2014 – May 2018 · 3 yrs 10 mos · Mumbai, India · On-site

Part of Reliance Jio's Executive Leadership with a vision of digitizing India, Mobile broadband & Digital services throughout India. Responsible for digital platform throughout customers lifecycle with Jio, starting from onboarding to activation, usage, billing, service & retention.
Onboarded 100 Mn new customers within first 170 days of launch using MyJio platform. Sales & Service using jio.com and MyJio, Contact center platform and Retail Point of Sales platform connecting 500,000 retails across India.
Build an organization of 1500 full time resources in India to design, develop and manage Jio's digital platform.

Prduct managementProcesses DevelopmentSoftware DevelopmentGenerative AIPerformance AnalysisStatistical Learning+8

Apple inc

Sr Manager Call Center Technologies

May 2006 – Jul 2014 · 8 yrs 2 mos · Cupertino, CA · On-site

Establish Apple's Contact Center Technologies platform and team to be ready for expected growth with iPhone. Responsible for tech platforms used by AppleCare, Apple Online store & Apple Retail.
Build innovative service solutions with apple quality customer experience.
First every global At Hone Agent program (build, launched and scaled).
Apple Online store Concierge program, first ever virtual retail experience via video.
Launched FaceTime contact center platform to support iPhone 4 launch.
Retail Voice Platform and Apple Global IVR solution.
Experience with Acquisition and Integration of Companies and Technology solutions

Prduct managementProcesses DevelopmentSoftware DevelopmentGenerative AIPerformance AnalysisStatistical Learning+8