AKSHAT SHAH
@akshatshah22
I build conversational AI contact center platforms that improve customer and agent outcomes.
IndiaWhat I'm looking for
I am an established technology and business transformation professional with over 12 years of experience delivering technology-driven solutions and leading enterprise-scale business process re-engineering and technology governance initiatives. I hold formal qualifications in cloud computing and an MBA, enabling a balanced perspective that bridges technology architecture with business strategy. My expertise spans Genesys Cloud platform strategy, service channel and routing orchestration, IVR ecosystem design, Cloud and analytics-driven performance management using Power BI, SQL, and Python. I partner closely with senior stakeholders to translate strategic intent into resilient operating models, driving informed decision-making, execution discipline, and sustainable operational outcomes across complex enterprise environments.
Experience
Work history, roles, and key accomplishments
My expertise spans Genesys Cloud platform strategy, service channel and routing orchestration, IVR ecosystem design, and analytics-driven performance management using various tools. I translate strategic intent into resilient operating models, driving informed decision-making, execution discipline, and sustainable operational outcomes across complex enterprise environments.
Rebuilt 40+ IVR flows from DTMF to conversational AI, cutting caller handle time by 32%. Deployed Google Dialogflow virtual agents deflecting 30% of live-agent volume and launched outbound dialer programs increasing contact rates by 40%.
Established BI, Data Warehousing and analytics training programs across multiple practic areas aligning workforce skills to client demands and reducing bench to billable conversion time. Executed AML compliance and financial crime risk controls. Delivered process governance for high volume related operations.
Built analytics competency from the ground up, establishing BI and data warehousing training programs. Executed AML compliance and financial crime risk controls for JP Morgan Chase, strengthening regulatory transparency.
Education
Degrees, certifications, and relevant coursework
Caltech (CTME)
Post Graduate Program, Cloud Computing
2021 - 2022
Post Graduate Program in Cloud Computing from Caltech (CTME) from 2021 to 2022.
NMIMS Global Access School for Continuing Education
Master of Business Administration, Business Administration
2018 - 2020
MBA in Business Administration from NMIMS Global Access School for Continuing Education from 2018 to 2020.
Bhavan's Vivekananda College, Osmania University
Bachelor of Commerce, Commerce
2010 - 2013
Bachelor of Commerce from Bhavan's Vivekananda College, Osmania University from 2010 to 2013.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Switzerland
Luxembourg
United States
United Kingdom
Sweden
New Zealand
Netherlands
IrelandSocial media
Job categories
Skills
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