A proven technology leader with over 20 years of experience in software/product development. Expert in leading end-to-end product development with multi-million dollar development budget. Proven track record of consistently delivering game changing product features. Involved in definition of product strategy/roadmaps and consistently delivered on them. Excellent at collaborating and building strong relationships with various cross-functional teams, thereby selling new ideas and successfully implementing them. Managed large global teams to efficiently drive execution of committed roadmaps.

Currently leading Conversational AI (Chatbots and general use of NLP), Intelligent/Robotic Process Automation and Customer Care Enablement Platforms at Citi, thus having an unique perspective across the operations landscape and in use of AI/ML capabilities for customer facing applications and from a backend operations standpoint.

Have established and driven Conversational AI strategy in the organization broadly across various stakeholders and lines of business’ - not just in the general use of NLP technologies but also more specifically in the context of digital self-servicing information voice and digital chatbots.

Globally leading Intelligent / Robotic Process Automation strategy and delivery which includes the use of leading RPA tools and AI/ML capabilities to automate workflow and processes thus creating value for the organization.

Have a thorough understanding of Customer Care domain across a broad range of areas such as contact center, IVR, work-force management, knowledge management, complaints management, customer pain points tracking, etc.

Have hands-on experience leading projects which involves end to end product development. Experienced in ideating new concepts leveraging emerging technologies, prototyping, trialing and eventual taking them mainstream. Have SME knowledge/Expertise in Distributed Ledger Technologies (DLTs) such as Blockchains and other Crypto technologies and represent my business/sector internally in various forums and committees.

In addition to heading a large in-house development team, I have experience managing multiple software services vendors. I have been involved in writing RFPs, vendor selection, reviewing SOWs and contract closures.

I am passionate about technology and have a voracious appetite for news related to the same. My favorite topics include AI, Machine Learning, Robotics, Internet of Things (IoT), Data Analytics, DLTs/Blockchains/NFTs, Self-driving Cars and Aerospace.