Tulika Mukherjee

Product Leader for Customer Success and Support Product Domain:

• Led cross-functional teams to successfully launch multiple enterprise-focused CCaaS (Contact Center as a Service) solutions.
• Achieved remarkable 73% increase in Agent Effort Score and a 5% improvement in Customer Effort Score.
• Developed and executed product strategies, roadmaps, and prioritization aligned with
  business objectives and market trends in Customer Success and Unified Contact Center
  domains.

Engineering Leader for Customer Support:

• Effectively led an engineering team consisting of 16 Engineers and 7 Quality Engineers.
• Managed execution of Contact Center product roadmaps and ensured delivery of high-quality deliverables, including Lightning Migration, Premium Subscription, Feature Parity with RingDNA, Chat, and Workforce Management.
• Collaborated on and executed Contact Center-related Objectives and Key Results (OKRs).
• Led release processes, advocated for agile best practices, and promoted digitization, resulting in 40% reduction in time-to-market and 40% increase in team productivity.
• Played a crucial role in driving program execution to deliver business values and desired outcomes.
• Demonstrated effective leadership in recruiting, motivating, and developing team members.

• Successfully led and managed 3 Business Unit (BU) engagements focused on Channel Services, Renewals, and Marketing Automation.
• Took responsibility for overseeing and delivering all aspects of the Partner Landscape, which included activities ranging from Partner Onboarding to Opportunity Registration to Quote generation.
• Implemented and fostered an end-to-end Marketing Data Quality management approach, resulting in a remarkable 20% improvement in data quality across Market-to-Sell processes.