From Problem To Progress: A Success Story
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From Problem To Progress: A Success Story
Technical / Solution Acumen: Cloud Adoption, AWS , Azure, Software Licensing, Product Demonstrations, Technical Information Articulation, Salesforce SFDC, Sales Demo, Use Cases Development, Technology Trend, Product Research, Enterprise Architecture, Bid Responses, MS Visio, Solution Schematic, Lucid-chart, Verint Work Force Optimization, VFC, Customer Engagement and Employee Engagement, SQL, Extract Transform and Load (ETL), Data Architecture, Python, Linux, VoIP, Telephony Platforms, Contact Center As A Service (CCaaS), API Integration, Power-BI, Workforce Management (WFM), Operational forecasting, Quality and Performance Management, Speech and Text Analytics and Voice of the Customer (VOC), Speech to Text Transcription.
Security / Compliance: Regulatory Requirements, PCI , NIST, Identity Management, Attack Vectors, Data Security, Cloud Security Posture Management, Asset Management.
Project Management: Agile Methodologies, Jira, Confluence, Scrum, ServiceNow.
Industry Knowledge: Banking, Health System, PCI, Financial Services.
Featured Projects
1.
Business Problem:
A well-defined GTM (Go-To-Market) strategy was required for the newly launched product to effectively showcase its capabilities, drive partner collaboration, and expand market reach.
Additionally, there was a need to support digital transformation initiatives to enhance customer growth while addressing RFIs (Requests for Information), RFPs (Requests for Proposals) and facilitating cloud onboarding.
Implemented Solution:
Delivered full-spectrum solution engineering support across the entire sales lifecycle from prospecting and solution design to proposal development, Proof of Concept (PoCs), Quote-to-Cash processes, SoW creation, and post-sales support spanning Verint’s customer engagement and workforce optimization portfolio. Key offerings supported included Workforce Management (WFM) for operational forecasting, Quality and Performance Management for service excellence and productivity, Speech and Text Analytics for insight generation, and Voice of the Customer (VoC) for actionable feedback capture.
Developed detailed use cases to highlight solution applicability, enabling pre-sales efforts, and executing proofs of concept (POCs) to support the Go to Market Strategy.
Provided consulting solutions for employee and customer engagement projects, with a focus on workforce management, Customer Engagement, Employee Engagement and SME level expertise in financial compliance product.
Executed a Proof of Concept (POC) by deploying the product on the Azure and AWS platform, ensuring seamless integration for a successful validation.
Performed system testing, diagnose issues, and resolve problems to ensure solutions operate effectively as designed.
Led prospect discovery meetings to uncover technical requirements and workflow needs while simultaneously driving partner engagement initiatives.
Worked on Request for information (RFIs) and Request for proposal (RFPs), handled over 100+ RFP requests across the Technology, Healthcare, and financial sectors, specializing in technical, functional, security, and compliance requirements. Showcased solution portfolio capabilities through presentations at platforms such as Tech Summits.
Collaborated with cross-functional teams (Product Management, Sales, Marketing, Operations, Legal, and Engineering) to provide support-based need during both presales and post-sales phases, ensuring exceptional onboarding experiences.
Value Addition:
Accelerated revenue growth and expanded the organization's customer base by effectively positioning the Microsoft Teams recording solution.
Enhanced organizational growth by delivering impactful consulting for digital transformation initiatives, addressing customer needs efficiently, and promoting innovation.
2.
Business Problem:
To effectively address customer security assessments, there was need to develop a comprehensive cloud-based risk assessment portfolio.
Implemented Solution:
I have implemented a third-party risk assessment framework, including the acquisition of cloud-based Global Risk Exchange Platforms. This solution enabled streamlined and high-quality risk evaluations for the company’s cloud services during the onboarding process. I have successfully socialized this approach across the organization, ensuring alignment and full engagement from all stakeholders.
Value Addition:
Enhanced customer satisfaction.
3.
Business Problem:
There was a need to fulfill the contingency planning and exception management requirements outlined in the NIST and PCI frameworks for SaaS platform on CSP's such as AWS and Azure.
Implemented Solution:
I have designed and executed workflows for Exception Management, enhancing cloud security posture across Dev-Sec-Ops and Sec-Ops stages, ensuring compliance with PCI and NIST standards. Utilized Jira and Confluence to effectively manage and execute the project.
Implemented a Business Continuity and Disaster recovery framework aligned with NIST and PCI standards, Ensuring robust data backup, recovery, and ransomware protection control across the SaaS business units. Additionally, prepared a Customer Facing Report for the Cloud Contingency quarterly test to support compliance assessments for customers.
Value Addition:
Enhanced risk mitigation, reinforced compliance adherence, and delivered actionable insights to leadership through comprehensive weekly reports, enabling strategic resource allocation and reduced compliance gaps by 30% within the first quarter of implementation.
4.
Business Problem:
There was a need to establish secure and compliant access to AWS services while ensuring that users only had permissions necessary for their roles.
Implemented Solution:
Designed and built an AWS Identity and Access Management (IAM) project to establish role-based access control for AWS services, ensuring that users and processes only have access to the resources they strictly need to perform their tasks. This approach not only enhanced security but also ensured compliance with regulatory guidelines, reducing the risk of unauthorized access and data exposure.
Value Addition:
Boosted Strengthened the Cloud Security Posture and ensured compliance by implementing strict access controls for AWS resources, Reduced instances of unauthorized access to AWS resources by 95%.
5.
Business Problem:
There was a need for support in contact center projects and bank merger initiatives to effectively facilitate business and technical requirements during the implementation of contact center technologies.
Implemented Solution:
I spearheaded project initiatives from initial request through to successful production deployment, ensuring a seamless transition. This involved comprehensively understanding of business requirements, designing Contact Center Solutions, creating detailed implementation plans, conducting thorough QA testing, and ensuring flawless execution in the production environment.
My role involved managing end to end solutions which involves incidents, problems, and changes management across digital products Infrastructure like Contact Center Tech, Recording Products, IVR, WFO and WFM to ensure smooth operations and effective issue resolution while aligning with product vision and best practices in the banking industry.
Worked on diverse projects, ranging from small-scale tasks with targeted objectives to large-scale initiatives. Successfully supported a large-scale bank merger by managing day-to-day system maintenance while adapting to evolving project requirements which contributed to the merger's overall success.
Worked on diverse initiatives ranging from targeted objectives to complex system integrations. Worked on key aspects of the merger, such as data integration, transition planning, functionality testing, regulatory validation, and workflow enhancement.
Value Addition:
Delivered efficient and high-quality contact center project implementations and successfully supported a large-scale bank merger.
This page highlights a selection of notable projects I have delivered in recent years. While it does not represent the full scope of my work, I would be happy to provide additional project details upon request.