Smita Patel Email & Phone Number

Mahwah, New Jersey, United States

As a Director, it is my responsibility to participate in, drive, and approve the development and implementation of quality technical solutions for the Digital Customer Technology Solution Delivery Group at UPS. I have responsibility for digital experience and content management for ups.com platform delivering key transformation initiatives for an optimum digital experience for UPS customers. I have also delivered key transformational initiatives across applications like the Interactive Voice Assistant (IVA), Virtual Assistant (VA), Work Force Management and Optimization, Computer Telephony Integrations (CTI), servicing UPS contact centers. Strategically and from an Enterprise perspective, I manage and contribute to applications development project plans, integrations, and emerging technologies’ impact on the organization. Responsibility also includes managing resource allocations to ensure full accountability for decisions influencing the success of project deliverables, deadlines, and budgets. Direct and inspire teams, promote skills development, and innovative training. I apply my broad and deep IT knowledge to provide high level consultation and to manage strategic relationships.

Mahwah, New Jersey

As the Applications Development Manager, I lead the analysis and design of quality technical solutions. I am involved in full systems life cycle management (i.e., analyses, technical requirements, design, coding, testing, and implementation of systems and applications software) delivered on time and within budget. I participate in component and data architecture design, technology planning, and testing for Applications Development (AD) initiatives to meet business requirements and ensure compliance. As an ADM, I develop and lead AD project plans and integrations and collaborate with teams. In addition, I am always on the look out for emerging technologies and its applications within CRM - Customer Service arena. I am responsible for the work of others, resource allocations, and decision-making affecting the success of assigned projects (i.e., results, deadlines, and budget). I provide consultation, training, and subject matter expertise for applications’ development, maintenance, and support.I am responsible for applications development and support of mission critical applications at UPS - Interactive Voice Response (IVR) systems for North America, Canada, and Europe, Computer Telephony Integration (CTI) systems for North America and Europe. Besides my day to day activities of application development projects, I am also involved with evaluating emerging technologies related to IVR systems, Artificial Intelligence, Machine Learning and ensuring compliance regulations. As part of my current projects, I have evaluated several vendors as part of Requests for Proposals (RFP) evaluations and vendor selections. Along with technical skills, I have excellent project management and people skills – I am responsible for development and mentoring of my 15+ team of application developers, communicating with Sr. Management, and ensuring deliverables are accomplished within time and budget.

As a Lead Applications Developer, I have been involved in evaluating new technologies - evaluate SaaS solution providers such as Salesforce, Apttus, Marketo, IBM, and other leading companies for solutions relating to CRM applications. Single Point of Contact for the Vendor Evaluation Process between Business Users, Architecture, Procurement and Core Team Management. Experience and familiarity with vendor evaluation processes from business requirements to vendor evaluation to presenting vendor evaluation results to Sr. Management. Proficient in Excel, Powerpoint and Presentation skills. Experience in creating financial estimates/projections for the projects along with Project Management skills to maintain project plans for the project life cycle. In addition, I lead a team of applications developers for development and support of various UPS applications primarily for the Customer Contact Centers. My role is to lead the project thru the entire software development life cycle starting with business requirements thru development, testing and deployment. Familiar with Application Lifecycle Methodology.

Mahwah, New Jersey, United States

From 1993 thru 2004, I held multiple positions as an applications developer and was instrumental in software development for distributed, AS400, and z/OS platforms. Programming languages used were C, Visual Basic, COBOL for AS400 and z/OS platform. As part of the team working on CRM applications, i have travelled to multiple locations in US to set up applications pertaining to Contact Centers for Customer Service Representatives

Bachelors, Computer Science

Bachelors, Mathematics & Statistics