• Managing a team of 5 direct and 10 indirect software developers in identifying and executing automation and AI/ML projects, implementing Agile practices to ensure timely and budget-compliant delivery.• Pioneering the identification of opportunities for improvement in Verizon's NOC and SOC operations and strategically implementing automation and AI/ML solutions to enhance operational efficiency and customer experience.• Acting as a solution architect, overseeing technical projects from… Show more • Managing a team of 5 direct and 10 indirect software developers in identifying and executing automation and AI/ML projects, implementing Agile practices to ensure timely and budget-compliant delivery.• Pioneering the identification of opportunities for improvement in Verizon's NOC and SOC operations and strategically implementing automation and AI/ML solutions to enhance operational efficiency and customer experience.• Acting as a solution architect, overseeing technical projects from inception to completion and assigning developers while adhering to Agile methodology.• Led the development and successful implementation of an Ansible automation solution for SOC-managed device alert triage, leading to a substantial annual savings of 10,000 hours and enhancing First Touch Resolution (FTR) by 50%. • Led the development of RPA automation solutions in UiPath, reducing routine operational task time by 40%.• Leading Generative AI project for a NOC & SOC Conversational Knowledge base using Retrieval Augmented Generation with Langchain and GPT-3.5.• Performing operational descriptive data analysis using Python libraries such as Seaborn and Matplotlib, as well as Tableau, to better understand operations KPIs—MTTR, FTR, and Ticket Pickup Time—and improve them to enhance CSAT.• Partnering with stakeholders to understand pain points and deploy technical solutions.Key Technologies:• Project Management: Agile Scrum Methodology• Programming Languages: Python• Automation Tools: Robotic Process Automation (UiPath), Network Automation (Netmiko, Paramiko), Ansible, VCATS (Verizon Centralized Automation Toolset)• Generative AI & ML: Tensorflow, Pytorch, Langchain, NLTK, BERT• Vector Database: Chroma, Faiss, Pinecone• Database: Oracle, SQL• Cloud Technology: GCP, Azure• Development Practices: CI/CD Pipeline, MLOPS• Data Analysis: Process Mining, Pandas, Seaborn, Matplotlib Show less

• Led a robust team of over 10 software developers, successfully delivering many projects in AI/ML, automation, and full-stack development.• Pioneered developing and implementing conversational IVR applications, harnessing the power of Natural Language Processing (NLP) and Machine Learning algorithms for intent classification and entity extraction, significantly elevating the customer experience.• Led the development of cloud-based models on the Google Cloud Platform using Dialogflow,… Show more • Led a robust team of over 10 software developers, successfully delivering many projects in AI/ML, automation, and full-stack development.• Pioneered developing and implementing conversational IVR applications, harnessing the power of Natural Language Processing (NLP) and Machine Learning algorithms for intent classification and entity extraction, significantly elevating the customer experience.• Led the development of cloud-based models on the Google Cloud Platform using Dialogflow, seamlessly integrating the models with web-based and voice-based communication channels via respective APIs.• Led the development of cloud-based models on the Azure Cloud Platform using the Azure AI Bot Service, seamlessly integrating the models with web-based and voice-based communication channels via respective APIs.• Spearheaded the development of AI to automate the email handling process in NOC and SOC operations by identifying email intent and sending an appropriate response, saving significant hours of manual effort annually for the operation teams. • Led the development of various automation solutions using Python libraries, Netmiko, and Paramiko for Verizon’s NOC and SOC teams, leveraging the Verizon Centralized Automation Toolset (VCATS) and UiPath RPA solutions.• Collaborated on and contributed to the full-stack development of a Verizon tool for the Sales Team using Angular, Node.js, and SQL.• Assigned developers to various projects and tracked project progress end-to-end using Agile methodology.• Actively collaborated with stakeholders, project managers, and scrum masters, identifying pain points and providing effective resolutions as required.Key Technologies:• Programming Languages: Python, Java• Natural Language Processing: spaCy, NLTK• Machine Learning: Scikit-Learn, Numpy, Pandas, Matplotlib, MLOps.• Deep Learning: TensorFlow, Keras, BERT• Cloud Technology: GCP, Azure.• Automation Tools: Robotic Process Automation (UiPath), Ansible. Show less

• Acted as a technical lead for a team of software developers while contributing to the development of various AI/ML projects.• Developed conversational IVR applications by fine-tuning BERT and utilizing NLP libraries for intent classification and entity extraction to enhance customer experience.• Developed cloud-based AI models on Google Cloud Platform and Azure, integrating the models with voice and chat-based communication channels via respective APIs.• Performed descriptive data… Show more • Acted as a technical lead for a team of software developers while contributing to the development of various AI/ML projects.• Developed conversational IVR applications by fine-tuning BERT and utilizing NLP libraries for intent classification and entity extraction to enhance customer experience.• Developed cloud-based AI models on Google Cloud Platform and Azure, integrating the models with voice and chat-based communication channels via respective APIs.• Performed descriptive data analysis on NOC and SOC operations using Pandas, Matplotlib, Seaborn, and Tableau to gain insights into operational KPIs, including FTR and MTTR.• Developed NLP models for sentiment analysis to identify areas of improvement and communicated findings to operations leadership.Key Technologies:• Programming Languages: Python, Java• Natural Language Processing: spaCy, Gensim, NLTK• Machine Learning: Scikit-Learn, Numpy, Pandas, Matplotlib, MLOps• Deep Learning: TensorFlow, Keras, BERT• Cloud Technology: GCP, Dialogflow, Azure• Automation Tools: Ansible• Web Technologies: Angular, Node.js• Databases: SQL• APIs: REST API• Data Processing: ETL Pipeline• Development Practices: CI/CD Pipeline Show less

As a Consultant at Infosys, I contributed as an Individual, focusing on developing and deploying IVR applications in the Cisco UCCE Contact Center Solution. Key Technologies:• Contact Center Solution • Interactive Voice Response Application • Cisco UCCE

• Acted as a technical lead for a team of software developers while contributing to the development of IVR applications for multiple clients.• Developed IVR applications and integrated them with third-party CRM applications. • Developed IVR applications and integrated them with payment gateways.• Developed custom gadgets for Agent desktops.• Developed voice-based conversational IVR applications. • Developed Cisco Courtesy Call Back. Key Technologies:• Programming… Show more • Acted as a technical lead for a team of software developers while contributing to the development of IVR applications for multiple clients.• Developed IVR applications and integrated them with third-party CRM applications. • Developed IVR applications and integrated them with payment gateways.• Developed custom gadgets for Agent desktops.• Developed voice-based conversational IVR applications. • Developed Cisco Courtesy Call Back. Key Technologies:• Programming Languages: Java• Database: Oracle, SQL• APIs: REST, SOAP• CRM Applications: Salesforce, ServiceNow.• Contact Center Solution: Cisco UCCE• Payment Gateways: Netahsilat, Hybris, IDIT, Cybersource, and Wirecard.• Agent Desktop: Cisco Finesse• Conversational IVR: Sestek Speech Recognition, Natural Dialog & Text-to-Speech Show less

During my tenure as an IVR Developer - Senior Project Engineer at Wipro, I started as a trainee and was promoted to Senior Project Engineer with specific responsibilities. I worked for the client Aircel. In this role, I primarily focused on:• IVR Application Development and Enhancements.• Integration of Third-Party Applications with IVR.• Development of custom solutions in IVR for automated user verifications and barring logic.• Reporting and Analytics.• Monitoring and… Show more During my tenure as an IVR Developer - Senior Project Engineer at Wipro, I started as a trainee and was promoted to Senior Project Engineer with specific responsibilities. I worked for the client Aircel. In this role, I primarily focused on:• IVR Application Development and Enhancements.• Integration of Third-Party Applications with IVR.• Development of custom solutions in IVR for automated user verifications and barring logic.• Reporting and Analytics.• Monitoring and Troubleshooting Issues in Production.Key Technologies:• Cisco UCCE• Rest API Show less

In my capacity as an IVR Developer - Senior Project Engineer, my responsibilities encompassed the following:1. Automated Verification IVR Applications:Designing and developing Automated Verification IVR applications tailored for new subscribers of Aircel Telecom across all 12 North-West circles.2. Data Service Activation IVR Applications:Crafting IVR applications to facilitate seamless data service activation across all 12 North-West circles.3. Enhanced… Show more In my capacity as an IVR Developer - Senior Project Engineer, my responsibilities encompassed the following:1. Automated Verification IVR Applications:Designing and developing Automated Verification IVR applications tailored for new subscribers of Aircel Telecom across all 12 North-West circles.2. Data Service Activation IVR Applications:Crafting IVR applications to facilitate seamless data service activation across all 12 North-West circles.3. Enhanced Barring Logic in IVR Applications:Elevating barring logic in IVR applications from simple to more sophisticated Segment-based and prepaid balance-based barring logic in all 12 North-West circles.4. Third-Party Integration Development:Developing and refining third-party integrations with IVR applications using HTTP and web services, enhancing overall functionality.5. IVR Call Flow Enhancement:Improving IVR application call flows to optimize Average Handling Time, ensuring efficient customer interactions.6. Real-time Issue Resolution:Swiftly addressing real-time IVR issues in production to maintain uninterrupted service delivery.7. Automated Reporting Solutions:Creating automated reports utilizing T-SQL, PL/SQL, and the Cisco CUIC tool to aid day-to-day operations and monitoring activities. Show less