4 New Product Launches in 4 years that resulted in double digit YoY growth in revenues: - Genesys Co-browse - Genesys Knowledge Center - Although a late entrant to the Knowledge Management market, we focused on innovative ways of surfacing knowledge for self-service and agent assistance by leveraging capabilities of other products within the portfolio. - Genesys Widgets - A bundle of syndicated widgets that are feature rich and highly extensible via a rich set of Javascript APIs, which drastically reduced the customer effort and improved time to market. - Genesys Engagement Manager - Transformed the old proactive chat product into a digital platform for marketers to follow customer journeys and proactively engage with them with offers, chats, appointment reminders, auto-creation of service tickets; based on behavior of web navigation, application usage, IoT devices and various backend processes and systems. Other Products in the portfolio:- Genesys'​ eServices - Omnichannel Communication product line that included Interaction Management, Chat, Social, SMS, Messengers and Email.- Conversation Manager - A journey management solution trusted by Genesys' customers across all industry verticals. Grew the sales of the product by focusing on innovative capabilities to alleviate reporting blind spots and enhancing user experience of the APIs and Journey Dashboards. Other aspects my work included field enablement, competitive due diligence, strategic consulting on best practices and product commercialization, marketing collateral creation/review and participating product advisory council and breakout sessions and panels at various events and conferences.

At LiveOps (now Serenova), I owned the product strategy, development and customer adoption of three mission critical products of LiveOps cloud:LiveOps Insight – a historical reporting and analytics tool built on a big data platform and was used by our customers to quickly analyze high volumes of unstructured data generated by voice, SMS, chat, email and social interaction handlers of the platform to gain valuable and actionable insight into their contact center performance and billing.Voice Platform – handled approximately 10000 concurrent calls on a daily basis across our global customer base during my tenure; all with exceptional up-time and no scheduled maintenance windowsLiveOps Authoring - a powerful yet easy to use drag and drop interface that allows our customers to build enriching caller experience by integrating with their CRM and other backend services.

As a member of the Professional Service team, my primary responsibility was to manage all aspects of key customer implementations from inception to go-live. Over 18 months, I implemented several medium to large multi-site enterprise contact. Additionally I also developed various forecasting, utilization, pricing and profitability models to help the upper management run the PS practice efficiently and grow. My passion for products led me to opportunities where I could work closely with Product Management to evangelize platform features and new product launches to existing customers to foster adoption. Acted as the voice-of-the-customer and helped to drive and prioritize feature requests and bugs. Sales team often engaged me on technical discussions with customers where I was able to gain a very thorough understanding of their needs and pains.

Product ManagerAs a PM, I was responsible for setting the overall vision, strategy and roadmap for Harmony, which provided communication capabilities within CRMs. Worked closely with the CEO and partners of the firm on sales and marketing efforts, pitching the business to investors and worked closely with the partners to resell our products and joint go-to-market initiatives.Manager - PSAs a startup that grew organically PS played a vital part at OpenMethods. The revenues from PS funded innovation. I built this practice area and developed the infrastructure and methodologies for effective delivery of engagements and improve on margins and utilization. Worked with the founders on establishing an internship program with UMC and mentored the interns over the several semesters.

Worked on consulting engagements for several large telcos, financial institutions, airlines and utility companies where I performed infrastructure and efficiency audits of the contact center infrastructure, provided recommendation for technology enhancements and business process optimization Additionally I also implemented complex IVRs/Call Routing and implemented multi-site contact centers on SIP and PSTN.

Analysis, Design and Development of middleware adapters and test harnesses for integrating various commercially available software using Java/TIBCO