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Surbhi Chandra

@surbhichandra

Senior Product Manager at Pegasystems shaping Pega Voice AI, an AI copilot for live and post-call customer service workflows.

India

Message

At Pegasystems, I drive product strategy for Pega Voice AI within the Pega Call CTI portfolio. I shape AI-powered voice copilot experiences that support live and post-call customer service workflows.

I’ve helped define agent-assist experiences that interpret live conversations and surface customer context, guidance, and next-best actions. I also work with engineering and architecture on requirements for capabilities including streaming, MCP, A2A interoperability, and agent tracing.

At Oracle India, I owned the strategy and lifecycle for CX4U, a customer service and engagement product for utilities. I shaped customer-service workflows and integrations with Oracle Utilities systems, CRM platforms, REST APIs, and Oracle Digital Assistant.

As product manager for Oracle Digital Assistant, I shaped conversational customer-service experiences across chat and voice, and designed and deployed chatbots and voice assistants. Earlier, I contributed to enterprise integration and customer-data work at Oracle India, Ericsson Global India, and Infosys Limited.

Experience

Work history, roles, and key accomplishments

Current

Senior Product Manager

Current

Pegasystems

Feb 2024 - Present (2 years 8 months)

Product Manager for Pega Voice AI within the Pega Call CTI portfolio, driving product strategy for AI-powered contact-center experiences including real-time transcription, call summarization, sentiment analysis, customer context, and agent assistance. Led product strategy and delivery for Pega Voice AI, an AI-powered voice copilot integrated with Pega Call CTI to augment live and post-call workflo

Product Management AI LLM CTI Contact Center Agent Assist Tools Real Time Transcription Call Summaries Sentiment Analysis Customer Context Agentic Engineering PI Planning Backlog Prioritization Stakeholder Review Claude GitHub Co Pilot Microsoft Copilot

Senior Product Manager

Oracle India

Aug 2018 - Jan 2024 (5 years 5 months)

Owned product strategy, roadmap, and end-to-end lifecycle for CX4U (Customer Experience for Utilities), a B2B customer service and engagement product supporting utility customer-care journeys and enterprise service operations. Served as product manager for Oracle Digital Assistant (ODA) capabilities, shaping conversational customer-service experiences across chat and voice use cases and integratin

Principal Consultant / Team Lead

Oracle India

Dec 2017 - Aug 2018 (8 months)

Led cross-functional teams across data, configuration, and web engineering while partnering with Product Managers, Service Delivery Managers, and Pre-Sales teams. Worked directly with US counterparts on client calls, product demonstrations, onboarding, and solution delivery for enterprise customer programs.

Data Analysis Data Modeling Validation Utility Data Pipelines Production Issue Resolution Cross functional Leadership Client Management Product Demonstrations Solution Delivery

Senior Solution Integrator

Ericsson Global India

Mar 2015 - Dec 2017 (2 years 9 months)

Gathered client requirements, created functional specifications, and led a team of four in Agile product development. Delivered product demonstrations, coordinated with clients and engineering teams, and managed releases across Test, UAT, and Production environments.

Requirements Gathering Functional Specifications Agile Product Demonstrations Release Management Test UAT Production Team Leadership

Staff Consultant

Oracle India

Sep 2013 - Mar 2015 (1 year 6 months)

Contributed to customer-data and integration capabilities connecting head-end systems, Oracle MDMS, and Customer Care and Billing environments. Developed RESTful services and supported third-party access to customer electric meter data, participating across design, development, deployment, and production support.

RESTful Services Customer Data Integration MDMS Customer Support and Customer Care Design Development Deployment Production Support

Senior System Engineer

Infosys Limited

Nov 2010 - Sep 2013 (2 years 10 months)

Worked on enterprise web services and integration projects, including RESTful services, requirements understanding, development, testing, and code reviews. Supported Apple-related projects and contributed to migration and service-development initiatives.

Web Services RESTful Services Requirement Understanding Development Testing Code Review Migration Service Development