HRHarish Rao
@harishrao2
PMP® certified contact center transformation leader driving AI-led CX outcomes.
IndiaWhat I'm looking for
I am a PMP® certified Digital Transformation Leader with 20+ years in contact center operations and 7+ years in AI-led transformation consulting, focused on delivering measurable business value through Conversational AI, CCaaS and advanced analytics. I have led global programs across North America, LATAM, UK, ANZ and APAC, generating $18M+ in transformation revenue and $15M+ in cost savings while scaling teams and managing cross-functional delivery.
My work combines strategic planning, stakeholder engagement and hands-on program management to bridge business goals and technology—specializing in Google CCAIP (Dialogflow, Agent Assist, Vertex AI), Vision & Document AI, RPA and speech/text analytics. I routinely run strategy workshops, build solution roadmaps, and execute end-to-end implementations that produce ROI and operational efficiency.
Experience
Work history, roles, and key accomplishments
AVP - Digital
EXL
May 2025 - Present (4 months)
Leading Google CCAI implementation for a Fortune 50 pharma client, delivering Virtual Assistant, Agent Assist and Insights with automated case-note updates in Salesforce across three business units.
Incubated and led a 30-person Google CCaaS team enabling 13 enterprise customers to migrate from legacy telephony, generating $12.5M GCP consumption and $3.0M in support revenue; set up a pilot global support helpdesk with Google PMs.
Sr. Engagement Manager
Quantiphi Services Pvt. Ltd.
Oct 2021 - Nov 2023 (2 years 1 month)
Led AI-led CX transformation engagements, delivering journey mapping, cost-benefit analysis and implementations that produced deflection and efficiency gains (e.g., 20% NOD deflection saving $1.5M/year).
Transformation Consultant
Concentrix Services Pvt. Ltd.
Dec 2014 - Oct 2021 (6 years 10 months)
Performed end-to-end process assessments and deployed Speech/Text Analytics, RPA, IVR optimization and chatbots across clients in social media, ride-hailing, retail and e-commerce, driving operational improvements and savings.
ACCoordinated project activities and supported delivery teams on client engagements in a fast-paced consulting environment.
Team Lead - Digital Marketing
Episkope Infotech Pvt. Ltd.
Mar 2010 - Feb 2014 (3 years 11 months)
Led digital marketing initiatives and a small team to drive online engagement and campaign performance for client accounts.
WLManaged quality auditing and team leadership for BPO operations, implementing process improvements and quality standards.
Marketing Executive
United Industrial Supplier
Oct 1997 - Oct 2003 (6 years)
Executed marketing activities and supported sales initiatives for industrial products in a commercial role.
Education
Degrees, certifications, and relevant coursework
AUAmity University
Postgraduate Diploma, Machine Learning & Artificial Intelligence
Postgraduate diploma in Machine Learning and Artificial Intelligence from Amity University.
Bharatiya Shiksha Parishad
Bachelor of Computer Application, Computer Applications
Bachelor of Computer Application (BCA) from Bharatiya Shiksha Parishad, Uttar Pradesh.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring Harish?
You can contact Harish and 90k+ other talented remote workers on Himalayas.
Message HarishFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
