At Gillig I lead a team that ensures customers understand how best to operate and service our products. At the same time, I am driving the organization through a digital transformation, moving out vast content corpus to the Cloud. As a business operations lead at Genesys, a global provider of cloud-based contact center software and services, I applied 20 years of experience in technical publications, process automation, content systems, and solutions, and established a record of leading large-scale change and transformation initiatives across multiple continents and business units.My core competencies include Lean methodologies, process improvement/automation, integration of AI into existing systems, vendor relations, and strategic alignment of resources and deliverables. I am passionate about building and educating high-performing teams, upskilling employees, and scaling operations to support customer satisfaction, efficiency, and revenue growth. As a Ph.D. in History / Modern South Asia, I also bring a unique perspective and cultural awareness to my global role.