roshan kumar
@roshankumar9
I lead AI-powered cloud contact center transformations that improve CX, efficiency, and revenue.
IndiaWhat I'm looking for
I've led CX and digital transformation programs across Genesys, Teleperformance, WNS, HCS Digital, Mphasis, and global BPO environments, turning legacy contact center operations into cloud-native, omnichannel customer experiences.
At Teleperformance, I led a $416M multi-tower transformation across 54 lines of business and deployed AI-powered Agent Assist that reduced average handling time by 18% across 5,000+ agents. I also delivered Voice-to-Message Deflection with Twilio and chatbots, shifting more than 30% of inbound voice traffic to digital channels.
At WNS, I delivered Genesys Cloud CX and Google Dialogflow solutions that achieved 50% self-service resolution and reduced annual operating costs by $2M. I bring end-to-end presales, solution architecture, executive stakeholder partnership, and delivery leadership across AI, GenAI, CCaaS, analytics, telephony, and automation.
Experience
Work history, roles, and key accomplishments
Owns a USD 4M annual revenue target by driving sales of cloud-native CX platforms. Partners with executive leadership to shape deals, lead consultative discovery, and orchestrate AI-powered PoCs.
Education
Degrees, certifications, and relevant coursework
Institute of Hotel Management, Meerut
Bachelor's Degree, Hotel Management
Completed a graduation in Hotel Management with a focus on general studies.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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