Career

Twenty years, one throughline: telecom data into telecom decisions

From ETL and billing systems at the start of my career to architecting AI-native customer journeys today — seven roles, one country of specialisation, telecom, start to finish.

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Sep 2017 — Present · 9 years

Expert Solutions Architect

e& (Etisalat) · Al Jafliya, Dubai, UAE

Architected migration from Avaya (on-prem) to Genesys Cloud CX across WhatsApp, Chat, Email and IVR — elastic scalability, geo-redundancy, native AI on AWS
Designed AI/ML-powered Agent Assist with real-time suggestions and sentiment analysis — 55% reduction in customer call volume
Architected a Customer 360 view consolidating CRM, billing and care data for 10M+ subscribers
Designed a TM Forum-aligned order management system — 35% lower order fallout, 40% faster B2B activation
Led digital identity integration (UAE PASS, AECB, MOI Facial Recognition) — 50% faster order processing
Built an AI/ML customer zone model (Expiry, Fraud, Risk, VIP, Attack) for intelligent routing across Sales, Care and Pre-Sales
Decommissioned legacy systems — 45% improvement in performance and operational capability

Dec 2015 — Jul 2017

Business Analyst / Project Lead

Atos India · Pune, India

Led a 30-person test delivery team with end-to-end ownership for DU Telecom, managing defect management, CR tracking and CR execution.

Jan 2014 — Dec 2015

Assistant Manager

Vodafone India Services Pvt. Ltd. · Pune, India

Feb 2013 — Jan 2014

Telecom Specialist

Atos · Pune, India

Analysed client requirements via LLD, built test plans and cases, and implemented and tested rate plans and zone configuration in BSCS.

Sep 2011 — Jan 2014

Business Analyst, Telecom

Atos · Pune, India

Owned improvement plans for the KPN MCCS billing system, reviewed patches, and resolved CDR errors.

Apr 2009 — Sep 2011

System Analyst

IBM

Optimised Oracle queries and delivered billing, rating and telecom-process data across departments.

Aug 2006 — Apr 2009

SharePoint & .NET Developer

Synechron Technologies

Started my career in SharePoint and .NET development, building ETL skills in Informatica, Sagent and SSIS on SQL Server 2000.

Education — BE, Engineering, All Saints (2002 – 2006)

Recognition

Honors & Awards

Outstanding Project Contribution Award (OPCA)Agent fingerprint solution · e&

OCR Implementation AwardElectronic extraction of customer information · e&

Bronze AccoladeE2E delivery of WinCash upgrade · Atos

Silver AccoladeDevice installment project delivery · du Telecom