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Work Background
AccentureManaging Director & CTO - Intelligent Sales and Customer Operations
Sep. 2021Bengaluru• Led technology strategy and innovation for the Intelligent Sales and Customer Operations portfolio globally at Accenture Operations. • Evaluated and forged strategic technology ecosystem partnerships with both enterprise and niche players around Voice, Chat, Workforce Management, Knowledge Management, Quality Automation, Language Translation, Training and Coaching etc., to enhance customer operations capabilities and serve client needs across sectors effectively.
• Developed industry solutions on leading CCaaS platforms, leveraging internal IP to address client challenges. • Successfully led scaled AI/GenAI adoption, improving customer experience and employee effectiveness across multiple clients and regions.
• Global lead for AWS Partnership across Accenture Operations
• Envisioned and built ACCare.ai platform for Life Sciences - powered by AI, GenAI and Agentic AI capabilities - by partnering with ecosystem partners and Operations Delivery, Transformation, Sales and Solutioning leaders from Life Sciences Operations to develop end to end technology solution augmented by managed services construct.
AccentureManaging Director
Sep. 2021Bengaluru, Karnataka, IndiaResponsible for technology strategy, innovation and delivery for Intelligent Sales and Customer Operations portfolio globally within Accenture Operations.
ConduentSenior Director & Global Head - CX Practice
Aug. 2017 - Aug. 2021BengaluruAs global CX Practice lead, led Customer Delivery, Platform Modernization, Innovation and Competency Development & People Management within the Technology Services division across industry domains. Led Contact Center Technology Transformation Program for the CEO's Office globally to help pivot Conduent's Contact Centers from the current state to be 'Future Ready'. Led this effort with a core team by liaising with both internal stakeholders across Operations, Business and Technology as well as with external stakeholders from the ecosystem partners. Was part of Conduent Technology India Leadership Team and reported directly to Conduent India CEO. Was deeply involved in driving location employee engagement initiatives and in monitoring safe working environment programs for the associates. KEY ACCOMPLISHMENTS ► Built market facing competitive offering in the form of Conduent Comprehensive Child Welfare Information System (CCWIS) Platform MVP. ► Developed strong Salesforce technology competency from scratch within a short time span and helped deliver some of the most complex implementations for Conduent in the Pharma space. Won new business and renewals ► Built MS Dynamics CRM Competency from scratch. Built a differentiating platform MVP to position Conduent competitively in the niche US Child Welfare and Criminal Justice Agency space. ► Mentored the winning team of 3i Hub Business Case competition conducted across Conduent India..
Tech MahindraAVP & Global Head – Oracle CX Practice
Apr. 2014 - Aug. 2017BangaloreHired to TechM’s Executive Band (E1) to grow and run the Oracle CX Practice globally with peak team size of 350+ and around $60M+ annual revenue. Led Customer Delivery, Solutioning & Pre-sales support, Competency Development & People Management as well as Oracle Alliance leverage and GTM Strategy. Reported to VP & Global Head for Oracle Practice KEY LEADERSHIP ACCOMPLISHMENTS ► Foray Into Oracle CX Cloud Space - Built Oracle CX Cloud Competency to transform offering from traditional on-premise Siebel CRM as a capability area to Software-as-a-Service based on Oracle CX Cloud. ► Won important Cloud transformation programs. ► Helped win a large Siebel CRM Loyalty transformation program and successfully delivered project for one of the largest multi-billion dollar retail conglomerate across APAC. ► Established creditability for Oracle CX Practice by building first of its kind implementation program for a satellite communications service provider, from the Middle East. ► People Leadership - Led annual appraisals, compensation revisions, career progressions, project allocations, mentoring etc. for the entire Oracle CX team members (~ 350 people)
CapgeminiSenior Manager / Engagement Manager
Mar. 2010 - Mar. 2013Hired by Cap Gemini to help deliver CRM Programs in the Telecom Vertical from India. Additionally functioned as Location Leader for Bangalore within the CRM Practice. Oversaw Customer Delivery, Pre-Sales support and Competency Development. Managed a team of ~ 100 CRM associates. KEY ACCOMPLISHMENTS ► Implemented Siebel CRM based multi-channel Marketing, Sales Automation and Dynamic Offer Management capabilities for its entire customer base of the largest Telecom Service Provider in Poland. ► Delivered a complex marketing and analytics based CRM program for a global pharma firm. ► Strategized and executed Delivery Excellence initiative for the entire Oracle Practice Service Line resulting in more predictability into project status (RAG) and greatly improved overall delivery maturity. ► Awards & Recognition- Selected to be groomed as Top Leaders from the 800 strong India team.
InfosysSenior Project Manager / Delivery Anchor
Jun. 2000 - Mar. 2010Oversaw Delivery Governance and Management. Led customer delivery, P&L (~ $25 M), people, competency development, solutions development and pre-sales support. Held multiple previous positions during the decade long stint. KEY ACCOMPLISHMENTS ► Key part of the bid team that won the Telstra CRM program with annualized revenue of ~ $25M. Led MAXIM Project Management the largest Siebel CRM Implementation program across Southern Hemisphere implemented for Telstra. ► Part of the three member CRM Practice Leadership team called Design Competency and Delivery Excellence (DeCoDE) to review architecture and design decisions made by the project teams for their respective customer CRM delivery programs. ► Collaborated with a team member to author a whitepaper on the topic of “Building Next-Gen 'Intelligence CRM' Systems”.
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