Delivered successful migration of legacy Avaya systems to Genesys Engage Omnichannel across United Health Care and Optum, enhancing service delivery for Member, Provider, and Government programs, including PBM and medical claims—impacting millions of customer interactions annually.

Developed and executed enterprise cloud transformation strategies, driving adoption of Genesys Cloud, NICE Cx and Amazon AWS Connect on Microsoft Azure, and Google Cloud infrastructure to modernize customer engagement and reduce infrastructure overhead.

Elevated customer experience by implementing Adobe Experience Manager (AEM) to orchestrate and optimize omnichannel journeys, resulting in improved personalization, digital engagement, and NPS growth.

Spearheaded seamless CRM integrations, linking various Agent layer interfaces (Genesys Cloud, NICE CxOne, AWS CCP) with Salesforce and Pega to improve agent efficiency and unify customer data across support and operations platforms.

Led Agile transformation and delivery practices using Broadcom Rally, driving the creation of scalable features and user stories aligned with business value, accelerating time-to-market for key initiatives.

Orchestrated cross-functional go-lives and production cutovers by aligning with Product Owners, Scrum Masters, RTEs, QA, DevOps, and business stakeholders to ensure first-day-of-business (FDOB) readiness and post-launch stability across critical healthcare program

Providing legacy Avaya migrations to Omnichannel

Genesys Engage for the business stakeholders for United Health Care and Optum for Member, Provider and Government programmes including Pharmacy Benefits Management and Medical Benefits Eligibility/Claims etc

Strategy and Roadmap for the future to the Cloud (Genesys, Nice, Google and Microsoft)

Customer Journey experience using Adobe Experience Manager (AEM)

Integrations to CRM (desktop wde to Salesforce and Pega)

Using Broadcom Rally app to created Feature/capability/user stories for agile practice

Work with Product Owners, Scrum Masters, RTE, PM, Testers not limited to DEV/QA/UAT for Production cutover and Go live and First day of business(FDOB).

Acted as a strategic technology partner to enterprise clients, translating complex business needs into actionable solution strategies by engaging directly with stakeholders to shape their digital transformation vision.

Led pre-sales strategy and engagement efforts, orchestrating cross-functional collaboration to deliver compelling, value-driven technology proposals aligned with client objectives and industry standards.

Unified internal and external delivery teams across technical, sales, and operational functions to ensure seamless execution of customized client solutions and accelerate time-to-value.

Advised C-level executives on emerging digital technologies, leveraging market intelligence and trend analysis to guide investment decisions and drive competitive differentiation.

Served as a trusted advisor on enterprise technology strategy, identifying optimal solutions that align with business goals, operational efficiency, and long-term scalability.

Delivered high-impact product and solution presentations to prospective clients, articulating value propositions that resonate with strategic business outcomes.

Responded to complex RFIs, RFQs, and RFPs with tailored, outcome-driven responses that contributed to a high win-rate and client confidence.

Supported the sales lifecycle end-to-end, ensuring alignment between client expectations, solution design, and delivery capabilities.

Led the strategic review and stabilization of Sirius XM’s Verizon-hosted Genesys solution, enhancing system reliability through improved network architecture, redundancy, and high availability.

Directed customer and agent experience (CX/AX) optimization efforts, identifying key friction points and recommending actionable improvements in contact center performance and user satisfaction.

Conducted enterprise technology assessments, evaluating integration gaps between client-deployed platforms (Avaya CM/AES, SBCs) and Verizon’s hosted solution to improve interoperability and system cohesion.

Delivered secure payment processing capabilities through Semaphone integration, enabling credit card masking aligned with PCI-DSS compliance, significantly enhancing data protection and regulatory adherence.

Provided strategic consulting for Afiniti integration with Genesys Engage, driving advanced AI-powered call routing capabilities to improve customer engagement and operational efficiency.

Supported Nuance IVR platform modernization, overseeing the upgrade from Nuance 9 to Nuance 11 to improve voice self-service functionality and platform stability.

Proposed a Contact Center Managed Services (CCMS) model, positioning Sirius XM for streamlined service management, reduced operational overhead, and improved SLA governance.

Developed and presented a forward-looking contact center strategy and roadmap, advocating for a transition to Genesys Cloud as part of Sirius XM’s digital transformation and future-state vision.

Partnered with Sales and Operations leadership to drive complex enterprise solution sales, supporting qualification, discovery, solution architecture, and full-cycle sales execution across a broad technology portfolio including Voice, Video, Data, SDN/SD-WAN, Mobility, Cloud, Cybersecurity, Payments, and Contact Center solutions.

Led strategic sales pipeline management, collaborating with account teams to review and optimize pipeline health and forecast accuracy in alignment with quarterly revenue targets and organizational growth objectives.

Directed cross-functional solution development by aligning internal stakeholders—Domain Architects, Project Managers, Proposal Teams—with leading technology vendors (Singtel, NCS, Cisco, Genesys, NICE, Verint, Avaya) to craft tailored solutions for strategic clients.

Oversaw the development of comprehensive Statements of Work (SOWs) by consolidating input from internal contributors, defining clear requirements, estimating solution cost, and aligning value propositions with client objectives.

Engaged C-level executives within strategic client organizations, presenting end-to-end enterprise solutions with strong technical fluency and vendor ecosystem expertise to influence technology adoption and investment decisions.

Cultivated and negotiated strategic partnerships with third-party technology vendors to co-develop and enhance solutions that align with the long-term goals of high-value clients.

Led complex sales engagements as a Managed Services Provider (MSP), navigating extended sales cycles and coordinating high-touch service delivery models tailored to large enterprise environments.

Chaired the Architecture and Governance Forum for Singtel Optus NCS, ensuring all proposed solutions adhered to enterprise standards, regulatory requirements, and architectural best practices.