Open to opportunities

Debabrata Bordoloi

@debabratabordoloi

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Visionary Customer Experience and Digital Transformation Leader.

India

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What I'm looking for

I’m seeking a fully remote leadership role that drives innovation in Customer Experience (CX), blending CRM modernization, CCaaS integration, and GenAI-powered automation. I bring a strong background in global delivery and CX strategy across BFSI, Retail, and SaaS domains.

Visionary CX & Digital Transformation Leader | AI-Powered Contact Center Strategy | Remote-First Delivery

I am a strategic Customer Experience (CX) and Digital Transformation Leader with over 18 years of global experience in leading remote delivery of CRM modernization, CCaaS integration, and AI-driven customer experience solutions across BFSI, Retail, and Manufacturing.

As an Independent GenAI Strategist, I’ve designed and delivered high-impact PoCs including AI-powered support agents, TTS voice bots, refund automation, and predictive maintenance solutions using LangChain, CrewAI, and LLM fine-tuning (LoRA, QLoRA).

Previously, as a Technical Architect at Sapours Technologies, I led offshore delivery of SAP CX transformation programs and served as primary SME for SAP Marketing Cloud implementations. My work involved omnichannel CRM architecture, CTI integration research (Swyx, Sinch), and stakeholder alignment across global accounts.

I combine deep domain expertise in SAP CX, Salesforce, and GenAI platforms with a passion for transforming enterprise CX through scalable automation, journey intelligence, and data-driven personalization.

Open to remote-first Director, Head of CX, or AI Transformation roles with globally aligned teams.

Experience

Work history, roles, and key accomplishments

Current

Independent GenAI Strategist

Current

Self-Employed

May 2024 - Present (1 year 2 months)

Leading Omdena’s BankEase project as Project Manager (formally designated as Product Manager) to build a GenAI-powered, open-source CX platform for BFSI. Architected multi-agent workflows using LangGraph, and LangChain, RAG, Vector Store and LLMs. Coordinated 50+ global contributors, drove agile delivery, and ensured alignment with CX transformation and compliance goals.

Agentic AI Lang Chain Crew AI LangGraph Mistral 7B Gemma 2B Project Management Product Management

Technical Architect, SAP CX/CRM

Sapours Technologies

Oct 2020 - Apr 2024 (3 years 6 months)

Directed offshore delivery of enterprise-scale CX transformation programs for global clients in Retail and Energy sectors. Acted as primary point of contact and SME for SAP Marketing Cloud implementation at ENOC, leading client engagements and solution reviews.

AI Augmented PoCs Sales Forecasting

Technology Specialist – SAP CRM / CX

Tech Mahindra

Nov 2008 - Oct 2020 (11 years 11 months)

Delivered enterprise CRM and CX transformation programs for Fortune 500 clients, designing omnichannel lifecycle workflows aligned with KPIs. Led offshore teams and collaborated with client-side teams for solutioning and agile delivery.

CRM CX SAP Salesforce SAP CRM Contact Center Simulator IVR Call Attached Data (CAD)

Team Leader – CRM & SAP Practice

Tata Technologies

Jan 2005 - Dec 2008 (3 years 11 months)

Delivered full-lifecycle implementations and post-go-live support for SAP ECC and CRM solutions across Tata Group companies. Contributed as lead to the SAP CRM 4.0 implementation at Exide Industries, enhancing customer engagement and streamlining sales processes.

SAP ECC CRM Analytics Mentoring

Junior Programmer

Third Eye Systems Pvt Ltd

May 2003 - Mar 2005 (1 year 10 months)

Collaborated with business users to gather and analyze requirements, contributing to the successful delivery of two domain-specific software applications. Designed and developed software modules using Visual Basic 6, SQL Server 2000, and MS Access.