Prajwal Ramachandra

A. CLIENT VALUE CREATION:

• Delivered strategic advisory to enable AI and GenAI powered contact center solution to automate and deflect customer interactions and proactively outreach customers to improve customer experience
• Enabled contact centre operating model of the future comprising human blended with AI tools and technology to improve employee experience.
• Directed large-scale contact centre modernization and transformation projects across platforms (Genesys, NICE CXOne, Amazon Connect, Google CCAI) from inception to completion on time/budget with strict adherence to quality standards.
• Delivered AI and GenAI based interaction analytics to help our client understand their customer sentiment, and create opportunities across people, process and tech to increase self-service containment, first call resolution, CSAT and reducing repeat callers and average handle time.
• Strengthened key client relationships with regular communication, timely project delivery, and high-quality services.

B. BUSINESS DEVELOPMENT:

• Spearheaded Contact Centre sales and solution process across industries and clients in US and Canada
• Achieved significant growth in individual sales target - $5M to 30M in the last 4 years
• Drove successful sales and solution process by conducting quality and deliverability reviews for large and complex deals
• Managed CCaaS ecosystem partnerships with Genesys and NICE CXOne.

C. PEOPLE DEVELOPMENT:

• Built and lead global Contact Center practice comprising of 500+ talent individuals across India, Manila, LATAM, Poland, Mexico, US and Canada.
• Developed comprehensive business plans, outlining long-term goals and actionable steps toward success of the contact center practice and business in the firm
• Cultivated a strong organization culture built on integrity, accountability and team work which resulted in higher retention rates among the staff
• Promoted a culture of continuous learning by investing in employee development programs and training across CCaaS platforms such as Genesys, NICE CXOne, Amazon Connect, Google CEC and AI solutions such as Omilia, Cresta, Google CCAI and AWS Lex.

Key project high-lights:

a) Customer interaction analytics using AI and GenAI for utility client in Canada

1. As Engagement Lead, successfully delivered AI and Gen driven interaction analytics by implementing "Call Journey" and integrating with Genesys CX Cloud.

2. As part of this ongoing innovation project to improve customer experience, i lead a diverse team across North America, Argentina and India to conduct analytics strategy, platform assessment, implementation of tool and analytics use cases

3. Key outcome influenced: 40%, shorten call duration by ~ 15%, reduction in call back by ~7%, driving over $14.5 M in business benefits across people, process, and technology

4. Technology Platforms implemented:

b) Contact Center Transformation project for Insurance client in Canada

1. As an Engagement Lead, delivered a large complex contact center transformation including NICE CXone, Salesforce CRM and MS teams.

2. Lead a team of 30+ team across US, Canada, India and LATAM and successfully migrated to cloud based CCaaS (NICE CXOne) with new capabilities such as enhanced self-service, IEX, WFM, QM, Speech Analytics, streamlined routing and enabled cross platform integration such as Salesforce, Azure Data Lake and MS Teams.

3. Key Outcome Influenced: Successfully migrated 10+ LOBs, 186+ toll-free numbers, and over 500 agents to CCaaS solution. Improved customer experience, optimized contact center performance, and streamlined team skillsets. Delivered unified and seamless experience with enhanced cross-functional integration across multiple platforms; new revenue source of $18M benefit - $15M through market growth and $3M in cost reduction

c) Contact Center Modernization for a utility client in Canada

1. As a delivery lead Full end to end implementation of Genesys CX Cloud omni-channel, NICE IEX Workforce Management System (WFM) tool and Google CCAI for conversational IVR.

2. Delivered strong organization change management and training strategy to enable call center business and operations readiness.

3. Key outcomes influenced: Improved containment and digital adoption by ~8%-12%; future proof digital capabilities to enhance CX; better enablement of workforce to serve customer, there by improving CSAT; Scalability, reliability and better performance of contact center solution

d) Contact Center Transformation for a large telco in Canada

1. As an Engagement lead, successfully delivered a large contact center transformation comprising of 14,000 agents handling 1.8M total calls per month

2. Lead a team of 40+ members spread across Canada, US, India, LATAM & Manila and successfully migrated the technology platform from on premise Genesys platform to a cloud based Genesys solution, Verint WFM and Nuance IVR.

3. Key Outcome influenced: Enhanced customer experience by reducing siloed interactions, providing an omnichannel experience by enabling voice and email channels for business; Provision capacity scalable to peak volumes (Black Friday volume) all year round. Including improved outage and queue management; better visibility on overall contact center performance with Real Time/Historical Dashboards and Customer Surveys

e) Contact Center Modernization for human resources services and technology company in US, Canada and UKI

1. As an engagement lead, successfully delivered a modernized Amazon Connect platform for a call center with 2,500 agents handling 400+ clients across US, Canada and UKI

2. Simplified the contact center design and enabled Multichannel unified agent desktop for Voice, chat and SMS chat. Enhanced features for call recording, call history, CTI data

3. Delivered organization change management including an Instructor led multilingual training

4. Key Outcome influenced: reduced total cost of ownership by moving from an on-prem contact center to a cloud based CCaaS; Enabled highly scalable serverless architecture solution; advanced real-time data stream into reporting and WFM, monitoring; improved customer experience by enabling omni channel experience across voice, chat, email and SMS.

f) Customer digital transformation for a utility client in US

1. As a Contact Center delivery lead helped define key initiatives and associated business case for value relation by reducing the volume of calls handled by agents

2. Create conversational design and functional design for IVR channel

3. Lead functional and E2E QA for contact center channel

4. The key outcome influenced: Decrease in operational cost by reducing number of calls transferred to agent and reduce AHT by increasing customer insights to the agents

g) Contact Center telephony transformation for a large bank in UK

1. As a design lead and delivery manager, I lead multiple telephony transformation projects for one of the large bank in UK. The key objective was to transform legacy telephony solution to a digital multi-channel customer service center that provides more enhanced automated service across inbound and outbound service channels with enhancements to the key customer service experience metrics such as AHT, containment rates and agent productivity

2. Managed a delivery team comprising of peak 30+ resources for 4 years with skills distributed across design, development, test and deployment

3. Helped transform 4500 concurrent agents from legacy platform to a hosted CCaaS

4. Key outcomes influenced: Enhanced self-service containment, enhanced contact routing strategies and delivered multiple operational reports and score card that helped business better measure and manage telephony usage & key performance metrics

h) Lead IVR and CTI Centre of Excellence for a telecom client in US

1. Lead the IVR and CTI center of excellence team

2. The center of excellence team comprised around 20 resources with distributed skills such as design, development, test and deployment

3.The main objective of this project was to provide long term Contact Center Self Service and telephony design with consulting services help maintain 100% uptime of the self-service and telephony applications for large contact center with ~0.5 million calls per day and ~6.5k agents

4. Key outcomes influenced: Enhanced self-service rate by leveraging Nuance natural language speech IVR, reduced Average Handle Time (AHT), reduced Transfers and Misdirects

Performed a role of senior systems integration engineer for Nortel Periphonics supporting implementation of the MPS 100l MOS 500 and MPS 1k for large telco clients in India

Key Responsibilities:
1. Coordinate IVR Solution Design and Integration Architecture between Nortel and client.
2. Nortel IVR (MPS1000) Implementation, configuration, integration and application development
Key Accomplishments:
1. Successfully migrated IVR self service application to a higher version
2.Successfully integrated Nortel IVR with various PABX using SS7 protocol
3.Successfully enhanced the Nortel IVR application by adding new features on Value Added Services
4.Improved the customer experience by changing various prompts Project Coordinator

Responsibilities:
1.Conduct site survey and update the site readiness checklist
2.Nortel IVR (MPS1000) Implementation, configuration, integration and application development
Accomplishments:
1.Successfully implemented Nortel MPS1000 and integrated it with various PABX using line side E1 protocol

1.Successfully monitored Nortel IVR for any fault in hardware or issue with application and resolved key issues
2.Successfully trained on Nortel MPS500, MPS1000 and peripro 3.0