Apr 2023 – Oct 2024 · 1 yr 6 mos · Bengaluru, Karnataka, India · Remote

• Working in the Merchant Product team - driving product development for Merchant Onboarding, Devices (Soundbox & EDCs) & Merchant Support charters.

Jan 2022 – Mar 2023 · 1 yr 2 mos

• Managed conversational AI program which involved developing IVR voice and chat bots for Google’s omnichannel contact center product, automating sales & support conversations for all Google businesses and their users
• Collaborated with client stakeholders to identify and implement wide range bot use-cases like issue/intent identification, user ID/Auth, self-servicing, lead qualification etc
• Responsible for annual vendor-budget and quarterly projects planning, estimating and realizing support cost savings and revenue growth for Google businesses
• Defined success metrics to evaluate performance and effectiveness of bots, set up post-launch analytics, troubleshooting and bot-improvements processes
• Worked effectively cross-functionally (engineering, product, UX, business) with teams and org leaders to drive process improvements & product excellence at Google
• Received performance rating of SEE (Strongly Exceeds Expectations) during both performance evaluation cycles of 2022

May 2020 – Jan 2022 · 1 yr 8 mos

• Led cross-functional teams to design, build, and deploy conversational IVR solutions aka virtual agents or voice bots
• Founding team member who developed and executed Conversational IVR strategy from scratch for Google’s product areas like Ads Sales & Support, G-Pay, Cloud etc
• Worked closely with software engineers to define requirements, scope & prioritize features, driving engineering design & implementation with strong technical acumen
• Defined bot-dev team roles and managed team of vendor bot developers, designers, fulfilment engineers, labeling & business analysts, from Google’s suppliers & partners
• Provided technical guidance & leadership to bot developers in the areas of conversational design and development using Google Cloud/CCAI products like Dialogflow CX, AAM & technologies like TTS, STT, Custom Voice TTS
• Received performance rating of EE (Exceeds Expectations) during both performance cycles of 2021

Apr 2019 – May 2020 · 1 yr 1 mo · Mumbai Area, India · On-site

• Involved in planning and execution of content creation for technology vertical programs like Full Stack Development, Blockchain for PG Diploma programs & Cloud Development, Data Science, ML-AI, IOT, Android etc for working professionals & UG students.
• Responsible for project planning, budgeting, hiring team to create end-to-end learning experience for technology programs with business teams and leadership, industry experts, university faculty, external vendors
• Leading multiple content teams managed by 2 Program Managers for data and technology vertical education programs for working professionals.

Apr 2018 – Mar 2019 · 11 mos · Mumbai Area, India · On-site

• Managed a team of 15+ Software Engineers, Data Analysts, Content Strategists and supervising their work to create content for different technology programs
• Involved in planning and timely execution of launches of different programs for each quarter, while planning the go-to-market strategy for new upcoming programs

Oct 2016 – Mar 2018 · 1 yr 5 mos · Mumbai Area, India · On-site

• Building Technology & Analytics online courses. Working with the team to create Software Development & Data Science PG Diploma programs with professors from IIIT-B and industry experts.
• Worked as module owner for content creation of following modules in Machine Learning course: Linear & Logistic Regression, Clustering, Decision Trees etc.

Apr 2015 – Oct 2016 · 1 yr 6 mos · On-site

• Developed the organizational strategy and business plan for Rajasthan operations, which includes academic program offering, human resource planning, budgeting
• Managed the complete hiring, training & establishing work processes for team comprising of Curriculum Associates & Content Developers

Jun 2014 – Mar 2015 · 9 mos · On-site

• Built Math and Physics lessons for Class 11 and Class 12.

May 2013 – Jul 2013 · 2 mos · Birmingham, United Kingdom · On-site

• Project Title: Design of an Organic LED from cluster based composite materials
• Developing new methods to incorporate metal complexes in OLEDs & solar cells

May 2012 – Jul 2012 · 2 mos · Taiwan

• Research Intern in Photonics Department working on Amorphous Silicon Tandem Solar Cells.