Contact Center of the Future
PM role to help implement a solution leveraging Amazon Connect for a new conversational IVR system with SAP C4C integration, offering advanced CSR scripting and automated workflows to monitor the customer journey and to provide advanced analytics. Enhanced the agent experience and supported customer digital transformation with smart chat and AI-enabled functionality, and other optimization initiatives.
Cloud Migration
Provided complete support in utility’s migration of Emergency Operations Center (EOC) automation and dashboard initiatives to Amazon Web Services (AWS), including developing functionality within the AWS platform. Also managed the Administration module for the EOC migration and provided post implementation support for bugs, triage, and enhancements.
Artificial Intelligence
Conducted high-level initial assessment on feasibility of implementing AI to improving billing operations, including smart chat-bots to assist CSRs in handling billing issues, targeting data extracts to facilitate billing exception management including high bill issues, and developing online self-service tools for customers to use in rate comparison.
