Deepak Sharma

Deepak Sharma Email and Phone Number

Head of Retail Technology | Contact Center Platforms | GenAI Product and Engineering @ AT&T
Frisco, TX, US
Deepak Sharma's Location
Frisco, Texas, United States, United States
Deepak Sharma's Contact Details

Deepak Sharma work email

Deepak Sharma personal email

About Deepak Sharma

As a seasoned Digital Transformation & Technology Leader, I’ve led complex transformations across Retail, Telecommunications, IT Services, and Technology sectors. I combine business strategy with cutting-edge technology to drive revenue growth, cost reduction, and market expansion. My expertise includes leading high-performing global teams to deliver innovative products, implement AI/GenAI capabilities, and enhance customer experiences.I excel in building multi-billion-dollar roadmaps and revamping organizational infrastructures, achieving operational efficiency and scalability.Key Accomplishments:• Product & Technology Leadership: Led the development of innovative products and platforms, aligning with business objectives to enhance competitive advantage.• Revenue Growth: Executed a multi-billion-dollar roadmap, expanding digital products and accelerating revenue growth.• Salesforce Transformation: Directed one of the largest Salesforce implementations globally with 150,000 agent licenses, consolidating five CRMs and 20 legacy systems. Delivered several hundred million dollars in savings and incremental revenue.• AI/GenAI Innovation & Automation: Spearheaded GenAI implementation & \automation strategies at AT&T, realizing 30% efficiency gains across Retail and Contact Centers.• Transformational Leadership: Improved cross-functional collaboration, streamlined processes, and enhanced agility in enterprise operations.• CRM, Mobile Apps, E-Commerce & Omni-Channel Strategy: Optimized CRM, Mobile, e-commerce and omni-channel strategies, elevating customer experience, loyalty and boosted engagement, satisfaction, and retention.• Agile & DevOps: Led cross-functional teams using Agile, DevOps, and SAFe methodologies to improve collaboration and accelerate delivery.• IT Modernization: Modernized IT processes, migrated to cloud architecture, and enhanced time-to-market efficiency.• Global Team Leadership: Managed teams of 750 engineers and product managers, fostering continuous improvement and innovation.Core Competencies: Digital Transformation | AI & GenAI | E-Commerce Innovation | Strategic Planning | Product & Technology Leadership | Cloud Computing | Cross-Functional Leadership | Organizational Change | Revenue Growth | Agile & DevOps | CRM & Omni-Channel Strategy | Customer Experience | IT Modernization | Global Team Leadership | Automation & AI/ML.With a passion for innovation and a proven track record, I’m excited to help organizations unlock new opportunities and drive sustainable growth.

Deepak Sharma's Current Company Details
AT&T

At&T

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Head of Retail Technology | Contact Center Platforms | GenAI Product and Engineering
Frisco, TX, US
Deepak Sharma Work Experience Details
  • At&T
    Head Of Retail Technology | Contact Center Platforms | Genai Product And Engineering
    At&T
    Frisco, Tx, Us
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  • At&T
    Assistant Vice President Technology
    At&T Apr 2023 - Present
    Dallas, Tx, Us
    Senior Technology Executive Leading Multi-Billion Dollar Digital Transformation, AI Innovation, and Operational Excellence at Scale for AT&T Consumer business. • AT&T Consumer Technology & Business Process Transformation: Driving a $200M capital initiative to enhance platform, architecture, and DevSecOps for human-assisted channels. Overseeing one of the largest global Salesforce implementations, elevating customer experiences for 150,000+ retail and contact center agents. Managing approximately 1 million daily customer interactions across retail, centers, chat, and voice channels.• Leading a global team of 750 engineers and product managers, transforming legacy systems into AI-driven platforms, consolidating five CRMs and 20 legacy systems, resulting in hundreds of millions in cost savings and incremental revenue.• GenAI & Operational Efficiency: Driving product development for GenAI capabilities across AT&T’s call centers, retail, and field operations, delivering ~30% operational efficiency improvements for $2B cost centers.• Technology Modernization: Led a Salesforce-centered digital transformation, achieving a 30% year-over-year OPEX reduction through system rationalization, modular architecture, and enhanced operational performance.• AI & Automation Integration: Developed AI/ML-enabled analytics platforms that boosted agent productivity by 35% and enhanced data-driven decision-making.• Customer Interaction & Efficiency: Managed 1 million customer interactions across human-assisted channels, significantly improving customer satisfaction and operational efficiency.• Transitioned from legacy systems to cloud-native solutions using Salesforce, Snowflake, and AWS, reducing operational costs by 25%.• Delivered customer-centric platforms and advanced case management systems leveraging Salesforce Einstein and Google Vertex, improving agent efficiency and customer experience.• Strategic Vision & Capital Allocation• High-Performance Team Building
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  • At&T
    Director Of Product Management
    At&T Sep 2019 - Apr 2023
    Dallas, Tx, Us
    Responsible for Product and Technology Development of the most extensive B2C Salesforce implementation, transforming frontline employee experience and replacing legacy systems for 200k retail and contact center agents. Managing a global workforce of 200 Engineers & product managers.Analytics & Data Platform – Established data lake for Customer Connect and agent asset channel using Snowflake. Enabled Business with self-service Analytics & AI/ML capabilities using emerging cloud technologies. Simplified data gathering, established data governance, and automated data quality checks to process data at a large scale.Knowledge Management - Replaced legacy system with Salesforce's modern AI-based knowledge & Content management system (CMS). Currently supporting millions of views and search daily.Case Management System – Built an intuitive and best-in-class case management system to support all products and services for mobility sales & service.Customer 360 – Built customer 360 experience to provide a holistic view of customer accounts and help our agents provide better customer services.MuleSoft Could Implementation – Implemented MuleSoft cloud from scratch to integrate salesforce with AT&T systems. Implemented framework and defined standards to consume AT&T system API and expose experience API to build simple and intuitive SF agent experience.Community of Practice (CoP) – Established cross-functional Engineering CoP to enforce best practices across salesforce product and engineering teams. Built framework to retain and share knowledge and focus on innovation & automation to optimize product and engineering life cycle. Defined standards for application performance, architecture, devOps, cloud monitoring and analytics/data instrumentation.
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  • Socialangel
    Technology & Startup Advisor
    Socialangel Jun 2024 - Present
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  • Visible
    Dmts - Delivery Lead
    Visible Apr 2019 - Sep 2019
    Remote, Us
    ARCHITECT & DELIVERY LEADLed the engineering team for Verizon’s first all-digital wireless carrier startup (Visible wireless), overseeing ecommerce & mobile app development, cloud-based solutions, and API management.• Innovative Launch: Drove the launch of device sales and product offerings using Salesforce and Vlocity, resulting in a 50x sales increase in the first year.• Modular Architecture: Designed a flexible architecture supporting CRM, Search, Promotions, and Omni Cart, improving scalability and operational efficiency.• Cloud Strategy: Delivered an MVP for CRM on Salesforce’s digital platform, reducing dependency on parent company legacy infrastructure and enhancing customer experience.• Team Leader: Led a high-performance team, driving agile delivery and rapid technology development.
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  • Accenture
    Digital Portfolio Delivery It Executive
    Accenture 2014 - Apr 2019
    Dublin 2, Ie
    Consulting and Technology Delivery Executive specializing in designing and implementing complex, global, enterprise-grade systems. Focused primarily on the Communications, Media, and Technology sectors. Worked directly with CIO, VP, and their direct reports to implement proper planning, guidance, discipline, and governance. Specific highlights include but are not limited to:AT&T Business Digital Portfolio Delivery LeadLed strategy, delivery, and operations for AT&T Business Digital platforms, driving product innovation and agility with cloud, microservices, APIs, and big data.• Global Team Lead: Managed a global workforce of 150+ engineers, delivering multiple major and minor releases annually.• Digital Transformation: Launched online portals for enterprise, government, and small business, enabling digital transformation and product life cycle management.• Cloud Migration: Executed a multi-year cloud migration, modernizing application architecture and reducing operational expenses.• Agile & DevSecOps Transformation: Transitioned delivery from Waterfall to SAFe, implementing CI/CD pipelines and improving time to market.• Cost Reduction: Consolidated vendors, achieving $15M in annual savings while maintaining project quality and timelines.• Productivity Gains: Realized a 25% productivity boost in the first year, with 8-10% improvements annually.
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  • Accenture
    Partner Exchange Portal Delivery Lead
    Accenture 2012 - 2014
    Dublin 2, Ie
    Led Agile development and delivery for the Partner Exchange digital platform and API ecosystem, managing a $50M program and a global team of 150 across 6 locations.• Agile & DevOps Transformation: Directed one of AT&T’s largest Agile initiatives, transitioning from Waterfall to Agile, improving customer experience and operational efficiency.• Digital Platform: Delivered a lifecycle management digital platform for solution providers, automating key functions (quoting, billing, provisioning), reducing provisioning time by 80%.• Complex Solution Development: Led architecture and development for advanced products (VPN, Ethernet, Firewall, Private Cloud), integrating front-end and backend systems.• Global Team Management: Led resources in 3 countries (USA, India & Manila), driving cross-functional collaboration across IT, product, UX, marketing, and operations.• Salesforce & API Integration: Implemented Salesforce CRM integration and developed an API ecosystem to streamline operations for partner-customer interactions.• Cost & Performance Efficiency: Established a comprehensive DevOps and Continuous Deployment framework, enhancing agility and accelerating product releases.
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  • Accenture
    B2B Online Portal, Development Manager
    Accenture 2008 - 2012
    Dublin 2, Ie
    Led technology development for ATG-based e-commerce solutions, enhancing the online shopping experience for enterprise and small business customers.• E-Commerce Platform: Directed a team of 30 engineers in implementing high-impact sales and service features, driving ROI and reducing operational overhead.• Agile Transformation: Transitioned the development team from Waterfall to Agile Scrum, improving project delivery speed and flexibility.• Hybrid Team Management: Managed a global onshore/offshore development model, overseeing design, database integration, and optimization efforts.• iPhone Product Launches: Successfully delivered iPhone product launches for three consecutive years, ensuring seamless functionality and customer experience.• B2B Innovations: Implemented B2B search platform and A/B testing capabilities on the ATG platform, optimizing user engagement and performance.• Project Planning & Execution: Led impact analysis, resource onboarding, and project planning to meet high-level business objectives.
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  • Hcl Technologies
    Atg Product Development & Support Lead
    Hcl Technologies 2005 - 2008
    Noida, Uttar Pradesh, In
    Led offshore engineering teams to design, implement, and test core ATG commerce product features, driving cost reductions and accelerating time to market.• Team Lead: Managed a team of six technical specialists in an onsite/offshore model, delivering high-impact e-commerce features that boosted ROI and reduced time to market.• Cost & Efficiency Gains: Streamlined product development processes, resulting in significant cost savings and faster deployment cycles for ATG.• Technical Support: Provided technical support for ATG product suite to customers in the Asia region, ensuring service level agreements were consistently met.
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Deepak Sharma Skills

Platform As A Service Javaserver Pages Information Technology Consulting Technology Git Requirements Analysis Amazon Web Services Digital Strategy Server Side Jira Bss Telecommunications Business Analysis Jenkins Agile Methodologies Vendor Management Team Management Team Leadership Devsecops Devops Service Oriented Architecture Nosql Technology Solution Delivery Java Enterprise Architecture Docker Products Program Management Delivery Lead Web Services Atg Commerce Kubernetes Continuous Integration Microservices Restful Webservices Business Strategy Product Development Software Development Life Cycle Software Development Software Project Management Java Enterprise Edition Cloud Computing Services Solution Architecture Integration

Deepak Sharma Education Details

  • University Of Notre Dame
    University Of Notre Dame
    Specializing In Data Science
  • Chaudhary Charan Singh University
    Chaudhary Charan Singh University
    Science
  • Cdac
    Cdac
    Advance Diploma In Computer Application

Frequently Asked Questions about Deepak Sharma

What company does Deepak Sharma work for?

Deepak Sharma works for At&t

What is Deepak Sharma's role at the current company?

Deepak Sharma's current role is Head of Retail Technology | Contact Center Platforms | GenAI Product and Engineering.

What is Deepak Sharma's email address?

Deepak Sharma's email address is an****@****ail.com

What schools did Deepak Sharma attend?

Deepak Sharma attended University Of Notre Dame, Chaudhary Charan Singh University, Cdac.

What skills is Deepak Sharma known for?

Deepak Sharma has skills like Platform As A Service, Javaserver Pages, Information Technology, Consulting, Technology, Git, Requirements Analysis, Amazon Web Services, Digital Strategy, Server Side, Jira, Bss.

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