Chirag Thakkar Email & Phone Number

Fort Lauderdale, Fl, Us

New York, Ny, Us

Led product management for Genesys/Nice Call Recording, Nexidia Call Analytics, speech-to-text and servicing intelligence (AI) capabilities ensuring both strategic development and BAU support for enhanced customer experience and operational efficiency. Supervised a global team of 21 Product managers, product owners, and analysts and directed organizations PMO office with 230+ colleagues, managing CAPs, OREs, colleague engagement, vendor management and senior-level stakeholder engagement.

New York, Ny, Us

Headed PMO office for servicing organization encompassing 63 capabilities across front office, back office, operations learning and strategy. Provided strategic leadership, solution guidance to a global team of product managers, engineers, and analysts through two major enterprise migrations requiring 1100 CCP to be trained on new processes. Supervised a team of 15 product managers, product owners and analysts to support the program, ensuring effective collaboration and execution to support the program.

New York, Ny, Us

Led the product management, development and launch of a call centre servicing portal for new banking checking products in the US market, driving key initiatives and ensuring successful market entry with aligned servicing needs. Led the product management and supported the modernization of servicing portals, for general service, back-office functions, fraud, and disputes across 15 markets. Supervised a team of 20 product owners, analysts, business rules developer to support the program, ensuring effective collaboration and execution.

New York, Ny, Us

Managed a team of 23 rule developers and business analysts, overseeing process improvements, design, and implementation of rule systems in PEGA, BLAZE, and other rule engines. Owned and managed the training simulator environments for new, modernized applications, enabling rapid and effective training of CCPs on new features.

Dublin 2, Ie

Client/Company: HighMark / AccentureRole: Lead System Architect (LSA) / Technical ArchitectClient Location: Pittsburgh, PennsylvaniaI led the development of innovative error handling and resolution strategies, enabling seamless interactions between clients and vendors while ensuring the timely delivery of secure, high-quality products. By closely collaborating with the business team, I optimized inquiry and inventory management through custom tools, creating comprehensive roadmaps that significantly enhanced operational efficiency for Customer Service Representatives

Us

Client/Company: BPN Paribhas/ AccentureRole: Lead System Architect (LSA) / Technical ArchitectClient Location: Newark, DelawareSpearheaded the global strategy and architecture for the CSR Portal refactoring project, delivering an optimized data structure and successfully migrating existing work within a tight timeframe using customized tools. Additionally, developed strategies for various payment message types and delivered a portal for real-time account and payment status reporting, enhancing user visibility and operational efficiency.

Bangalore, Karnataka, In

Client/Company: JPMorgan Chase / Mphasis Role: Senior Software Engineer (PEGA - Technical Lead)Client Location: Wilmington, Delaware, USALed the implementation of a Back-End Dispute Workflow Automation system for JPMorgan Chase, utilizing PEGA PRPC to enhance case creation and management processes. As the Technical Architect, I guided a team of 4 offshore developers through requirement gathering, design, and technical resolution while managing upgrades from PEGA 5.1 to 5.4. Responsibilities included developing SOAP connectors for regulatory changes, conducting code reviews, and ensuring seamless integration with external systems. I also planned and executed implementation strategies, provided continuous production support, and engaged in regulatory compliance efforts to optimize business processes.

Bangalore, Karnataka, In

Client/Company: JPMorgan Chase / Mphasis Role: Senior Software Engineer (PEGA - Technical Lead)Client Location: Tampa, Florida, USASpearheaded the development of a transaction processing message system tailored for the Europe Middle East region, enhancing exception handling processes for global users. Responsibilities included gathering and clarifying functional requirements, preparing detailed Technical Design Documentation (TDD), and initiating Change Requests while conducting impact analysis and effort estimation. As the onsite lead for a team of 20 offshore developers, I facilitated understanding of requirements, guided design efforts, and resolved technical challenges. I also conducted periodic code reviews, oversaw unit and system integration testing, and collaborated with vendor teams to ensure seamless project development.

Bangalore, Karnataka, In

Client/Company: American International Group / MphasiS Role: Software Developer Client Location: Parsipanny, New Jersey, USALed the development and continuous enhancement of a web-enabled collaborative system supporting over 400 users in multinational program management. Responsibilities included coding various modules, implementing quarterly enhancements, troubleshooting root causes, and ensuring timely delivery through well-defined workflows and SLAs. As Module Lead, I conducted comprehensive analyses, facilitated client interactions, and guided the team through a successful system upgrade from version 4.1 to 5.1, driving improved functionality and efficiency across multiple processes.

Bachelor, Information Technology

Higher Secondary Education, Science

Secondary School Certification, English