Available to hire
Product Owner and Digital Transformation Leader with 15 years of experience architecting collaborations, omni-channel Customer Experience platforms, and automation solutions. Spearheaded legacy technology and cloud migration, delivering scalable voice bot and chat bot implementations that drive operational efficiency and superior customer outcomes. Designs and leads enterprise strategy, guiding cross-functional teams to accelerate innovation and transformation by leveraging technical expertise, stakeholder alignment, and change management for maximum business impact
Skills
Language
English
Fluent
Work Experience
Solution Architect at Nestle Nespresso
November 1, 2024 - November 3, 2025Partner with executives and Head of Architecture to define Customer Experience and enterprise infrastructure strategies; lead digital transformation roadmap for CRC spanning Website, CRM, Compliance, Network, Security, Omni-Channel, Automation, API Management, and Customer Retention. Architect end-to-end enterprise solutions using LeanIX, integrating cloud and on-premises systems, network, security, and SaaS platforms with expertise in Azure, APIs, CRM, caching, and storage. Serve as Technical Leader and Product Owner for Case Management, Contact Centre Genesys, and ChatBot Quiq projects; oversee daily standups, strategic execution, risk mitigation, resource planning, budget management, contract negotiations, and SLA-compliant customer migrations. Lead SSO design and implementation for all Applications using Entra ID. Inspire and mentor cross-functional teams globally, providing feedback to line managers and fostering high-performance delivery. Lead design reviews, risk assessments, an
Business Architect at Allianz Technology
November 1, 2024 - November 1, 2024Partner with executives to align business needs with company vision, shaping global CRC and infrastructure solutions. Direct teams as Product Owner, ensuring daily operations, risk management, and SLA-compliant customer migrations. Lead infrastructure and enterprise architecture design using TOGAF, and ADOIT, defining scalable architectures for Contact Centre, Omni-Channel, Monitoring, and CRM platforms. Set technology strategy for infrastructure, network, security, authentication, API management, e-commerce, and SaaS integrations. Designed and lead implementations including Verint WFM on Azure, Cloud storage for Recordings, and Dynatrace Monitoring, Service Now Order Demand Management Tool Lead Design of VoiceBot and Chatbot SAAS hosting on Allianz Kubernetes. Designed and Lead automation of Monitoring Tool using Azure Logic Apps, Dynatrace. Designed and Lead integration/implementation of SAAS Payment Solutions. IAM solution for CRC enabling SSO for all Applications by migrating Users
Voice and Collaboration Technical Designer at British Telecom
February 1, 2019 - February 1, 2019Delivered collaboration and CRC solutions for key accounts: DHL, COFC, BASF, CommerzBank, Pepsi. Provided strategic technical direction, roadmap design, and capacity planning to ensure uninterrupted service. Designed MLDs and BoMs for new sites and transformations; led hyper-care and UAT testing. Prepared HLDs for new business deals and acted as technical design authority for UC queries. Delivered IPT admin training and handled major change projects, risk assessment, and Lync/SFB readiness planning.
Technical Expert at HCL Technologies Pvt Ltd
December 1, 2015 - December 1, 2015CISCO VOIP Engineer supporting multiple clients on UCS platforms (Barclays, Cargill, American Express, H&M, Baxter, Wells Fargo). As Shift Lead managed SLA compliance, stakeholder expectations, technical training, support, and escalations.
Network Engineer – UC/IP Telephony Specialist at Aricent Technologies
December 1, 2012 - December 1, 2012Troubleshoot core UC issues, designed solutions, and validated functionality, integration, design, and licensing. Facilitated complex service requests and trained new joiners on FOIP/CUE/CME/CUBEs/Voice Gateways.
Software Engineer at Quaere e-Technologies Pvt. Ltd
July 1, 2011 - July 1, 2011Developed E-Commerce websites using C#.
Education
Bachelor of Engineering, Computer Science at MITCOE, Pune, India
January 11, 2030 - November 3, 2025Qualifications
UCCED (Contact Centre Design)
January 11, 2030 - November 3, 2025CCNA
January 11, 2030 - November 3, 2025CCNA-VOICE
January 11, 2030 - November 3, 2025CCNP-VOICE
January 11, 2030 - November 3, 2025AZURE Solution Architect Expert Certified
January 11, 2030 - November 3, 2025Cisco Certified Expert CCIE Collaboration #46284
January 11, 2030 - November 3, 2025Industry Experience
Software & Internet, Professional Services, Consumer Goods, Telecommunications, Retail
Skills
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