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Summary

Highly accomplished CX Cloud Architect, Technical Consultant, Digital Solution Architect and BA with 17+ years of experience in digital transformation realm. Expertise in operational risk, governance, product roadmap development, delivery and technical leadership. Skilled in CX Digital and cloud strategy, direction, design implementation, stakeholder management, and cross-functional team leadership. Holds master's degrees in IT and Information Systems, specializing in Telecommunication and E-Commerce. Certified Genesys Cloud Professional and a sought-after SME in Cloud Solutions in larger scale. Seeking roles to apply expertise, drive innovation, and support organizational growth. Self-driven, quick learner, excellent leader, and effective coach.

Work Experience

Hollard Insurance

2024-05Current

CX Cloud Consultant- Contact Centre

NSW

Roles/Tasks

  • Managed Agile-DevOps using SCRUM, accelerating digital and cloud solution enhancement and delivery by 25%.
  • Led product vision and capability roadmap using JIRA, aligning with business and CX goals, resulting in a 20% increase in customer satisfaction.
  • Conducted workshops with cross-functional stakeholders, translating business requirements into technical solutions, reducing project turnaround time by 30%.
  • Possessing strong commercial insight with a focus on defining and monitoring key product performance indicators and success metrics.
  • Understanding market trends, best practices and analyzing performance data to plan product roadmap.
  • Proven ability to manage complexity, prioritize tasks, and negotiate trade-offs, accelerating business value delivery by 40% using Project MGT principles.
  • Strong stakeholder engagement and cross functional communication skills.    

NTT Ltd, Sydney, AU

2017-012024-05

CX Cloud Architect

NSW
Roles/Tasks

  • Increased alignment with business objectives by 30% through developing a strategic product roadmap leveraging Confluence suites, i.e. Kanban boards, JIRA etc.
  • Improved design and implementation efficiency by 25% using extensive knowledge of CX products, platforms, and technologies such as third party API integration, microservices etc.
  • Reduced requirement gathering time by 40% and increased objective clarity by 20% through effective collaboration with customers and internal teams using SCRUM method.
  • Achieved a 95% on-time implementation and delivery rate by managing project timelines and milestones efficiently using Agile methodology.
  • Enhanced usability and satisfaction by 15% by leading cross-functional teams in developing customer experience initiatives, saving $300,000 annually in operational costs.

DXC Technology, Sydney, AU

2013-072017-01

Digital Solution Architect

NSW
Roles/Tasks

  • Developed a coherent conceptual architecture, including high-level data flows, interfaces, and system dependencies, leading to a 20% reduction in deployment time for digital solutions.
  • Collaborated with product managers, engineers, and key stakeholders to define and prioritize design goals, achieving a 10% increase in project alignment with business objectives.
  • Created and maintained an Emerging Technology Roadmap, resulting in the adoption of new technologies that generated a 12% increase in operational efficiency.
  • Identified, assessed, and recommended suppliers, driving a 15% improvement in development efficiency and saving $200,000 annually through streamlined supplier selection.
  • Evaluated incoming requests to uncover underlying needs, assisting in the preparation of project documentation and user guides, which improved system usability by 25%.

Genesys Australia, Sydney, AU

2010-012013-07

Technical Consultant/Instructor

NSW
Roles/Tasks

  • Provide tailored instruction to medium to large groups, ensuring effective learning outcomes.
  • Collaborate with Curriculum Manager to design and quality-assure enterprise training programs for customers and partners.
  • Work on projects with Sales, Pre-sales, and Solutions Engineer teams, contributing to customized solutions and training requirements.
  • Monitor productivity metrics to analyze skill gaps and future training needs.
  • Conduct regular online training, workshops, seminars, and technical sessions for stakeholders.
  • Engage with clients to understand their objectives and technical needs, providing guidance and expertise.

Fujifilm Australia, Sydney, AU

2007-012010-01

Principal Business Analyst

NSW
Roles/Tasks

  • Lead gathering, analyzing, and documenting of business requirements for stakeholder clarity.
  • Evaluate existing processes, propose optimized solutions aligned with business goals and best practices.
  • Engage and collaborate with stakeholders, ensuring effective communication and relationship management.
  • Coordinate project execution with project managers and cross-functional teams.
  • Prioritize and manage requirements based on impact, feasibility, and alignment.
  • Develop detailed solution designs, including functional requirements and system workflows.

Achievements

  • Virgin Money (Client): Spearheaded the development and successful launch of a new CX product suite in integration with business internal CRM, Mobile App and Digital migration that increased customer and business engagement by 30% within the first three months. This transition not only enhanced team efficiency by 30% but also improved product quality, customer experience and responsiveness to market demands.
  • Hollard Insurance: Spearheaded the development, delivery, migration and enhancement of a new CX Cloud platform contact Centre, resulting in a 25% increase in user engagement and a 20% boost in customer satisfaction within the first month. This achievement involved coordinating cross-functional teams, aligning the product vision with business objectives, risk assessment and ensuring timely delivery through effective Agile methodologies.
  • Link Group (Client): Designed and implemented scalable Genesys CX cloud architectures, improving system performance by 30% and reducing costs by 20%. Migrated legacy systems to the cloud, boosting agility and future-proofing client solutions. Achieved a 95% client satisfaction rate and repeat business through strategic problem-solving and timely delivery. Streamlined deployment with automation, cutting time-to-market by 25%. Led Agile adoption, enhancing collaboration and increasing development efficiency by 15%.
  • Bank of Queensland (Client): As a Tech and product lead, oversaw and manage the seamless migration of key applications and workloads from on-premises infrastructure to the Private Cloud Platform, ensuring minimal disruption to business operations and maximizing the benefits of private cloud technology. Enhanced System Resilience and Disaster Recovery Capabilities.
  • Greenstone (Client): Led the migration of a legacy Contact Center to the advanced Genesys Engage Solution, an omni-channel customer engagement platform. Managed requirements gathering, solution design, configuration, testing, and deployment. Minimized operational disruptions, enhancing efficiency, scalability, and flexibility. Used Genesys features to automate processes and streamline workflows, significantly reducing average handling time (AHT) and increasing first-contact resolution (FCR) rates.
  • Home Affairs (Client): Key Solution Architect/Engineer and Migration Operation lead of Million dollars contract for implementing and delivering end to end solution on Genesys Contact Centre Solution Project which replaces the existing Nortel Contact Centre systems under a tight deadline and budget.
  • CBA (Client): Successfully led a million-dollar Cloud migration project for Operational Readiness and Transition perspective which includes a suite of integrated applications along with custom build Web services. Created and maintained detailed design documentation, test plan, test cases, including runbooks, defect register, standard operating procedures (SOPs), and knowledge bases, to facilitate knowledge transfer and enable seamless onboarding of new team members.

Skills

Product Roadmap

Define product roadmap, drive innovation and assist implementing best practices to meet business digital transformation goal. 

Azure DevOps

Practice SCRUM based Agile development of integrated set of services and tools to manage software projects, from planning and development through testing and deployment.

Operational Management

Day to day SME support, technical escalation, technical lead for resolution, translate business requirement into digital solution.

Genesys Cloud CX

Certified SME in Genesys Contact Centre technology solutions. Demonstrated experience in guided workflow to build digital routing solution, integration points, Bot dialogue flow, Agent Scripting, Queuing, Customer Journey, analytics, and insights.    

Amazon Connect

Working and fundamental knowledge of cloud-based contact center service offered by Amazon Web Services (AWS).

Project Management

Demonstrated ability to manage medium to large-sized projects, tracking requests, processes from start to finish using tools like MS Project, Trello etc.

Leadership Management

Provide assistance in technical leadership, coaching, training and consultant for internal and external stakeholders.

Strategic Focus

Ensure tasks are in line with the Link Group strategy and executed within established processes and goals.

Risk Management

Actively engage in risk management, incident, and problem management processes.

Governance Management

Ensure compliance with change management, audit, and regulatory protocols. Contribute to disaster recovery planning, business continuity planning, and annual audits.

Decision Making

Capacity to work independently, making critical decisions when necessary.

Time Management

Proficient in time management by prioritizing work under pressure.

Workforce Management

Optimize work performance to achieve organization’s operational goals using Genesys Cloud CX WFM multi-channel contact center solution.

Analytical and Problem solving

Analyze complex issues, solve problems, and innovate solutions efficiently.

Cloud API Integration

Expertise in integrating various cloud-based APIs, including AWS, Genesys, Azure, and Google Cloud Platform, to enhance functionality, scalability, and operational efficiency.

Service NOW

IT service management (ITSM) tools for Incident, Problem, Change Mgt.

MS 365

Microsoft 365 product suite, cloud services and Teams collaboration tools.

Gen AI

Proficient in understanding models and using Generative AI tools. 

Reporting and Analytics

Proficient in using tools like Genesys Cloud CX, SAP BI and Power BI. 

JIRA:

Demonstrated ability to use JIRA to plan, track, and manage project work throughout the system development lifecycle.

Nationality

Australian Citizen

Certifications and Training

  • Genesys Cloud CX Certified Professional (GCX-GCP)
  • Genesys Certified Professional (On Prem)
  • Genesys Cloud CX- Outbound
  • Genesys Cloud CX- Quality Management
  • Genesys Cloud CX- WFM
  • Genesys Cloud CX- Interaction Recording
  • Genesys Cloud CX - Scripting
  • Certificate IV in Training and Assessment (TAA)
  • AWS Fundamental Training- Amazon Connect
  • Jira Fundamental Training
  • ITIL Foundation Training
  • Career Essentials in Generative AI by Microsoft and LinkedIn Training
  • SCRUM Foundation Training
  • TOGAF EA Foundation Training

Education

Central Queensland University, Australia

20052006

Master of Information Technology

  • Major in Telecommunication

Central Queensland University, Australia

20032005

Master of Information Systems

  • Major in E-Commerce

National University of Bangladesh

19982002

Bachelor of Commerce

  • Major in Finance and Banking

National Institute of Information and Technology (NIIT), India

19971999

Diploma in Software Engineering and Network Systems

  • Diploma in Software Engineering and Network Systems