John Mathew Email & Phone Number

Alphen Aan Den Rijn, Nl

- Director of AI Center of Excellence (COE) for a Wolters Kluwer Tax & Accounting division, overseeing the delivery of Generative AI POCs and products.- Partnering with vertical CEOs, CTOs, Customer Insights, and Engineering to integrate advanced Generative AI solutions into end-to-end digital environments.- Spearheading cross-functional teams of engineers and data scientists to leverage proprietary LLMs and data for competitive advantage.- Driving adoption of AI technologies and fostering a culture aligned with delivering impactful Generative AI products.- Advising stakeholders on AI capabilities and strategic deployment.

Roseland, New Jersey, Us

Tasked to established a cross functional AI innovation team comprising data scientists, developers, analysts and testers to pioneer cutting-edge R&D initiatives in partnership with Salesforce. Provided hands-on leadership across this high performing group to introduce ethical, aligned-to-objectives AI solutions that support businesses in leveraging generative capabilities responsibly. By integrating platforms to harness large language models for essential workflows like call summarization, championed new standards of accuracy, completeness, and transparency.- Established new generative AI innovation team to co-develop conversational products with Salesforce platform leveraging latest large language model capabilities.- Measure impact and benchmark existing solutions against in-house data science models to define criteria and assess viability for business usage.- Architect end-end data pipelines and integrations harnessing leading-edge content mining, summarization, and extraction techniques to increase efficiency of knowledge creation workflows.- Utilized AWS Databricks to aggregate and process over 5 million rows of unstructured data spanning multiple client interaction support channels, including voice transcripts, chatbot conversations, chat transcripts, case data, and Swarm space interactions collected over a 3-year period. This data aggregation enabled the development of advanced retrieval-augmented generation (RAG) use cases, significantly enhancing the capabilities of the AI-powered solution within the Salesforce Unstructured Data Pilot.

Roseland, New Jersey, Us

- Managed day-to-day activities for 2 Scrum teams with 23 direct reports, optimizing Generative AI-based applications like Agent Assist & Call Summarization through agile product development and measurable success metrics.- Developed proof of concept (POC) analyzing Azure ChatGPT integration with ADP chatbot to demonstrate improved accuracy, integrity, equitable outcomes, and accelerated time-to-market of large language model (LLM) powered conversational AI to key stakeholders.- Led design discussions and developed requirements for Real-Time Agent Guidance use cases applying large language models to reduce average handle time and agent response accuracy with generative AI.- Retrieval augmented generation (RAG) leverages LLM to monitor agent-customer conversations in real-time, identify problem statements, generate search queries against knowledge base, and recommend relevant articles to produce answers to assist agents.- My hands-on experience with OpenAI ChatGPT for my SueGum-SueGum e-commerce business and technical acumen enabled building a compelling vision and plan for integrating generative AI into customer support workflows.- Leveraged learnings from our LLM-powered Agent Assist pilot to strategically evaluate other conversational AI platforms including Salesforce Einstein and AWS Bedrock, informing considerations and roadmap to general availability for next-generation virtual agent capabilities.

Roseland, New Jersey, Us

Promoted to lead strategic prioritization and development pipeline for organization’s new chatbot platform supporting internal users, customers, and practitioners across all business units. Took full ownership of developing and maintaining the unique infrastructure required to support bot development, including proprietary tooling, reporting, and analytics. Lead creation of customer-facing AI models and chatbots to increase user engagement through automated voice chat, personal assistance, and reporting. Manage team of 25 internal and external resources, ranging from full stack developers, linguists, and chatbot and platform developers, to quality assurance support and Scrum teams across all US time zones. Maintain leadership of WebEx and WebEx Teams platforms, enabling individual team features and updates and creating infrastructure to support platform customization by business unit developers.- Reduced customer support expenses by $11M in 2021 by deploying an AI-powered chatbot, driven by machine learning to boost accuracy and drive business results with 42% containment rate.- Increased ADP Small Business Services' chatbot accuracy from 24% to 38% through the application of multi-tiered natural language processing and machine learning. Drove 80% accuracy for HR chatbot by leveraging AI optimizations.- Enhanced performance of human capital management (HCM) chatbot by 10% through collaboration with IBM to develop new AI and machine learning architectures. Built cross-functional team to create patent-eligible technologies supporting HCM practitioners.- Oversaw product lifecycle of customer-facing AI chatbots from conception to launch, focusing on automated chat and personalization to boost user engagement. Maintained analytics and tooling infrastructure supporting data-driven bot development.

Roseland, New Jersey, Us

Recruited to drive enablement and adoption of WebEx and WebEx Teams as single enterprise-wide collaboration platform. Managed offshore development team of 6, optimizing rollout across globally dispersed organization, including migration from legacy systems and training of teams across all business units.- Positioned 74,000 global associates for seamless transition to COVID-19 work-from-home mandates and accelerated projected company savings by delivering launch, migration, and training of single-source cloud-based unified communication and collaboration platform within 9 months, surpassing projected timeline of 15 months.- Drove user research through customer empathy exercises engaging 75,000+ associates and multiple stakeholders to deeply understand collaboration challenges and workflows from the user's perspective. Delivered 10+ new applications in 15 months by leveraging APIs from WebEx, Microsoft, and internal platforms to service worldwide associates.- Led product lifecycle from conception to launch of new workflow applications and compliance tools for WebEx, reducing costs, increasing efficiency, and meeting corporate compliance standards for associates and partners.- Currently, driving significant cost savings by consolidating all of ADP's collaboration tools and unified communication platforms into one vendor. Migrated over 57,000 associates to standardized WebEx platform in 2022, resulting in $11M in savings YTD. On track to achieve target of $16M in total savings by end of 2023.

Built and operationalized technology startup reducing potential for medical identity theft through aggregation of medical records and patient notification of new medical record activity. Collaborated with 2 founding partners to draft product requirements and company infrastructure, executing all initial company activities within $15K budget. Recruited, onboarded, and managed 10 contracted resources, including offshore development team and domestic technology resource, to establish scalable, secure cloud-based microservices architecture and develop platform, prototype, mobile application, and fully integrated beta testing environment. - Led market feasibility study; filed patents on core IP. Evaluated partner solutions for integrating identity and EHR platforms.- Built prototype app on Google Cloud Infrastructure and microservices architecture in 3 months, leveraging technical product management skills to rapidly capitalize on emerging technology trends including managing a remote 10-person team through Slack and creating testing frameworks using agile methodologies.- Drove product initiatives and technical strategy for business plan and fundraising, including UI/UX mockups, workflows, framework evaluation, and usability testing.- Served as IT administrator for the MedX startup, responsible for establishing Google Workspace enterprise suite to enable global collaboration through tools like Gmail and Google Workspace. Applied IT administration best practices for cloud operations & tasks including securing core infrastructure.- Conducted extensive market analysis to identify $41 billion market opportunity to combat medical identity theft, with millions of patients impacted annually based on research into legal, payer, and provider costs.- Leveraged extensive experience hiring to identify an offshore development body shop capable of delivering quality work at startup-friendly costs, enabling MedX to cost-effectively build an MVP on a lean budget.

New York, Ny, Us

Promoted to serve on executive leadership team for professional services firm transitioning to software solutions startup. Accountable for full product portfolio with $4M annual budget, managing end-to-end product strategy. Supported business development partners by identifying product use cases to increase client engagement through increases in revenue or reductions in operating cost. Led 3 product managers supporting and refining 3 portfolio products: omnichannel chat and browse integration with Microsoft Dynamics; multi space and multimodality collaboration platform; and traditional co-browse platform used in conjunction with Cisco and Avaya systems. Defined and upheld internal resource planning, feature request, and development processes. Demonstrated accountability identifying and analyzing key performance indicators to drive strategic decision-making.- Influenced shift in company focus for newly acquired UCaaS platform, navigating prioritization challenges within leadership team to spearhead tailoring of solution to meet collaboration needs of specific client targets.- Owned $4M+ product portfolio budget across communication and collaboration solutions, guiding end-to-end user journeys, roadmaps and lifecycles.- Created and managed multiple customized UCaaS and omni-channel solutions for Fortune 500 companies addressing specific business needs.- Influenced realignment of newly acquired UCaaS platform go-to-market strategy by presenting competitive analysis and consumer focused insights to executive leadership.- Executed data-driven product decisions and experimentation to drive improvements for each sprint based on customer usage analytics and user feedback.- Led product management team of 3 direct reports, applying people management through coaching and mentorship to increase capabilities in areas like critical thinking, product strategy, analytical skill, and road mapping, resulting in a 50% increase number of features and products to market.

New York, Ny, Us

Recruited to rejoin CafeX to lead a team of product managers and developers, fostering ideation to build products with creative solutions that deliver measurable results solving customer pain point- Facilitated integration of CafeX’s live chat and co-browsing capabilities into Microsoft Dynamics 365 Sales and launched company’s all-time fastest-growing channel to market. Secured 72 customers within 3 months of launch, driving significant incremental annual revenue.- Demonstrated and trained solution to Microsoft sales team, providing comprehensive education on industry practices, key value propositions, customer support capabilities, and collaborative road mapping to address client needs.- Spearheaded the onboarding and activation of over 20 Microsoft partners to rapidly co-develop and launch API integrations, bots, and new features aligned with the product roadmap. Created a seamless partner integration process, accelerating their ability to deliver customized solutions that drive customer success within our community of partners.- Implemented KPI reporting and leveraged usage analytics to prioritize and inform product planning and innovation.

Plano, Texas, Us

Promoted to champion new product strategy for telecommunications solution provider supporting both carriers and enterprise-level clients. Developed and executed product roadmap through leadership of remote software development teams; leveraged customer insight, usage, and interaction data to refine and improve products. - Increased trial pipeline 10X by realigning product development of SPiDR gateway from experimental project to purposefully solving industry challenges through WebRTC technologies.- Independently gained executive backing and $250K funding to build new prototype in 1 quarter through compelling business case.- Managed $10M budget spanning enterprise strategy and full product lifecycles, setting clear measurable goals to define and track success.- Realigned go-to-market strategy, reducing sales cycles from years to weeks by addressing known market problems with WebRTC. Partnered with finance team to secure funding and resources needed to execute refreshed roadmap.- Executed data-driven prototyping and sprint management of Kandy Omni-client & Framework based on customer analytics and user requirements, following lean startup methodology to rapidly iterate and refine the platform.- Championed best practices in product design thinking to solve complex problems for Kandy Omni-client & Framework integrations, resulting in 2 unique patented products.- Launched Kandy Omni-client & Framework to market utilizing agile product launch processes and tailored business strategy, driving $1.2 million in net new revenue within 2 months of GA.- Developed executive support for new UC client strategy by educating cross-functional leadership on competitive landscape, technology trends, and customer needs, and defined integrations like Salesforce CRM.- Collaboratively built the Kandy Marketplace enabling partners like Tech Mahindra, Verizon, IPC and AT&T to easily develop world class, customizable, out-of-the-box experiences meeting unique client needs.

Plano, Texas, Us

Recruited to develop and execute strategic roadmap to convert and upgrade enterprise clients into Genband’s cloud-based UCaaS solutions, leveraging client’s existing Nortel infrastructure. Served as a trusted lead for one product manager and provided work direction to matrixed team of 18 offshore developers.- Transformed enterprise strategy through targeted migration programs, creating business impact by expanding UCaaS cloud platform by 30M+ customers in 3 years by migrating clients from legacy infrastructure.- Rescued collaboration product by evaluating partners like IBM and Vidyo, identifying unmet user needs, and integrating their services into our UCaaS offering to address those needs.- Executed data-driven product improvements each sprint based on customer usage analytics and user feedback.

Promoted to partner with company leaders to develop and pitch new business proposals to c-level Fortune 500 clients, driving broad engagement with industry-disrupting customer care and enterprise voice technologies. Evangelized developments in WebRTC and co-browsing solutions to expand and streamline client capabilities. Generated customer-facing solution design and architecture proposals, identifying and mitigating pain points while responding to client RFPs.- Led the effort with senior leadership in generating customer-facing solution architecture proposals and responding to RFPs, identifying pain points and mitigating through tailored solutions.- Worked closely with global sales teams to transform end-user experience across industry verticals including Financial Services, Healthcare, and more.- Contributed to strategic partnerships and joint solution delivery to accelerate customer adoption.- Demonstrated ability to prioritize by influencing product roadmap priorities and planning through close collaboration with Product Marketing to identify key strategic levers.- Designed vertical-specific use cases and solutions focused on optimized product experience for real business problems, and drive impact resulting in successful proof of concepts and production deployments.

Drove comprehensive development and adoption of new technology solutions transforming end-user experience for cross-industry enterprise clients including Avaya, Bank of America, and Citibank. Devised and designed specific product use cases to enhance customer engagement and resolve client business challenges. Collaborated with marketing, product management, development, and innovation partners to define and execute product roadmaps.- Spearheaded paid engagement with Avaya, building and coordinating 10-member cross-functional team to develop sales playbook guiding transition of new & existing customers to new platform. Led team by fostering robust teamwork, relationships, and collaboration across technical writers and technicians to gather information, assemble content, and publish playbook.

New Milford, Nj, Us

Holmdel, New Jersey, Us