Open to opportunities

Vignesh Govind

@vigneshgovind

Message

AI & CX Transformation Architect specializing in GenAI, conversational AI, and contact center automation.

India

Message

What I'm looking for

I’m looking to lead enterprise GenAI and CX/contact-center transformation—owning solution architecture, AI governance, and delivery—while partnering with C-level stakeholders to turn complex AI into measurable business outcomes.

I’m an AI & CX Transformation Architect with 13+ years of experience designing and delivering enterprise-grade AI, conversational AI, and contact center solutions across Banking, Telecom, Retail, Healthcare, BPO, and Communications. I lead global, multi-million-dollar transformation programs—managing 50+ engineers—and I’m recognized for achieving 100% project delivery success across the US, EMEA, APAC, and India.

I architect enterprise GenAI and LLM-powered solutions using GPT, Claude, Gemini, and Llama—building RAG pipelines, agentic AI frameworks, and AI-powered automation that reduced manual operational effort by 60%+ and accelerated ticket triage by 70%+. I also drive measurable CX outcomes through governance and responsible AI frameworks, and I deploy voicebots, chatbots, IVAs, and AI operations dashboards across platforms like Cisco UCCE, Genesys Cloud, Amazon Connect, Webex CC, and Copilot Studio.

Experience

Work history, roles, and key accomplishments

Current

AI & CX Transformation Architect

Current

Servion Global Solutions

Oct 2023 - Present (2 years 8 months)

Architected enterprise GenAI/LLM and conversational/contact center AI solutions, including RAG pipelines and agentic AI frameworks, reducing manual effort by 60%+ and accelerating ticket triage by 70%+. Led AI adoption roadmaps and platform evaluations for global clients, aligning governance, deployment, and CX transformation outcomes.

Generative AI LLM RAG Architecture Agentic AI Conversational AI Contact Center Architecture Prompt Engineering Cisco UCCE Genesys Cloud

Technical Lead / NOC Manager

Servion Global Solutions

Oct 2016 - Sep 2023 (6 years 11 months)

Built and led a global NOC organization of 50+ engineers across US, EMEA, APAC, and India, driving 100% project delivery success for enterprise contact center deployments. Delivered ITIL-governed service delivery and AI-powered automation (voicebots/chatbots, dashboards, predictive analytics) to improve self-service containment and operational KPIs.

ITIL Service Delivery NOC Operations Voicebots Chatbot AI & Analytics Workforce Quality Integrations

Cisco UCCE Engineer

RE Network Services

Dec 2013 - Sep 2016 (2 years 9 months)

Configured and administered Cisco UCCE environments, including IPT, routing, switching, and ASA firewall components, and maintained change/incident workflows under ITIL processes. Produced HLD/LLD documentation, delivered admin/end-user training, and executed performance improvement initiatives.

Cisco UCCE ITIL Incident Management IPT Network Administration Cisco ASA Training