Machine Learning System Architect

Sampath Dwara

Senior Pega System Architect

Email: ***************@*****.***

Mobile # 512-***-****

PROFESSIONAL SUMMARY:

● Over 6+ years of experience in IT, specializing in analyzing, building BPM, and designing/developing applications using Pega RULES Process Commander (PRPC).

● Expertise in Agile/Scrum methodology, converting business requirements into PMF stories, and ensuring business and technical architecture alignment with customer requirements.

● Experience in various domains, including Banking, Insurance, and Healthcare.

● Proficient in designing Pega Enterprise class structure, Case management, User interface, and Integration.

● Skilled in creating Access Groups, Operators, Rule sets, Rule set versions, Work baskets, and Work parties, with hands-on experience in writing Pega PRPC libraries and functions.

● My expertise includes implementing real-time analytics, machine learning, and automation to drive intelligent, data-driven outcomes.

● I have successfully designed and managed adaptive BPM strategies that align with business objectives and improve customer experiences.

● I am adept at utilizing predictive analytics to refine RPA models and provide actionable insights that boost operational efficiency. Through my experience, I have contributed to optimizing customer interactions, increasing engagement, and delivering personalized solutions that meet evolving market demands.

● Real-Time Analytics and Automation: Experienced in implementing real-time analytics, machine learning, and automation for data-driven outcomes.

● Design and Management: Successfully designed and managed adaptive BPM strategies aligning with business objectives and improving customer experiences.

● Integration with BPM and CRM: Integrated Pega Robotics with BPM and CRM systems to create seamless BPM frameworks.

● Predictive Analytics: Utilized predictive analytics to refine BPM models and provide actionable insights.

● Operational Efficiency: Contributed to boosting operational efficiency through optimized BPM-making.

● Customer Interaction: Enhanced customer interactions and engagement with personalized solutions.

● Strategic BPM-Making: Translated complex data into strategic BPMs, supporting organizational growth and performance.

● Pega Robotics, specializing in automating business processes and enhancing operational efficiency through intelligent automation solutions. My expertise includes designing, deploying, and managing robotic process automation (RPA) solutions within the Pega platform to streamline workflows and reduce manual effort.

● With a strong background in leveraging Pega Robotics, I excel in integrating RPA with existing systems to optimize end-to-end processes, improve accuracy, and accelerate transaction times.

● I have successfully implemented automation strategies that align with business objectives, drive cost savings, and enhance overall productivity.

● My work involves developing and configuring robotic solutions to handle repetitive tasks, facilitating seamless data exchange, and ensuring compliance with regulatory requirements.

● RPA Implementation: Proficient in designing and deploying Pega Robotics solutions to automate complex business processes.

● Integration: Expertise in integrating RPA with BPM and CRM systems for cohesive automation strategies.

● Process Optimization: Skilled in identifying opportunities for automation and optimizing workflows to boost efficiency.

● Data Management: Capable of handling data extraction, processing, and reporting through robotic solutions.

● Compliance and Accuracy: Ensured automation solutions adhere to regulatory standards and improve process accuracy.

● My experience with Pega Robotics has consistently led to significant improvements in operational performance and strategic business outcomes.

● Provided Pega training to interns at Staidlogic for 4 batches. Professional Experience:

Tata Consultancy Services (TCS), System Engineer

Experis-IT – Business Associate

StaidLogic - Senior System Architect

Certifications

● PEGA CSSA - CERTIFIED SENIOR SYSTEM ARCHITECT

● PEGA CSA - CERTIFIED SYSTEM ARCHITECT

● Pega PRSA - CERTIFIED PEGA ROBOTICS SYSTEM ARCHITECT TECHNICAL SKILLS:

Domain: Telecom, Healthcare, Banking, Manufacturing (Auto Mobile) and Insurance Process: BPM Methodologies

Technology Specifications: Pega 8.x, 7.x, Pega BPM and Pega Robotics Scripting/Markup Languages: HTML

J2EE Specifications: Web Services (SOAP/REST)

IDE/TOOLS: Visual Studio

Database: Oracle

Operating System: Windows -2007/2010

Functional:

Management and Leadership Skills Ability to produce realistic software schedules, Project Management, Strategic/Tactical Planning, Business Analysis and Development, Budgeting/Forecasting, and New Product Development Projects

Project 4:

Project Name : DRSR (Disconnect Reconnect Suspend Reactivate)

Client : Verizon

Project Type : Development

Team Size : 8

Role : Sr Developer

Environment : Pega 8.5

Duration : June 2022 to May 2024

Project Description:

DRSR (Disconnect Reconnect Suspend Reactivate) and B&P (Billing and Payment) The process includes several functionalities to manage mobile connections effectively in various scenarios: 1. Disconnection of Mobile Connection:

Scenarios: This functionality allows the disconnection of a mobile connection under specific circumstances such as:

■ Death: When the account holder passes away, their mobile connection can be terminated.

■ Illness: In case of severe illness where the account holder can no longer use the service.

■ Lost or Stolen: If a mobile device is lost or stolen, the connection can be disconnected to prevent unauthorized use.

2. Reactivation of Mobile Telephone Number:

Process: When a customer who previously disconnected their mobile connection wishes to resume service, they have the option to reactivate their mobile telephone number. This restores their previous connection, allowing them to use the service as before.

3. Suspension of Mobile Connection:

Temporary Suspension: Customers can choose to suspend their mobile connection for a specific period without fully disconnecting it. This is useful in situations where they do not need the service temporarily, such as during travel or extended periods of inactivity. 4. Reconnection of Mobile Connection:

Restoration: If a customer has suspended their connection and wishes to resume service, they can opt for reconnection. This restores their mobile connection and reactivates the service. 5. Billing and Payments:

Paying Bills: Customers can pay their mobile bills using various methods, ensuring their accounts are up to date.

Managing Wallets: This includes functionalities for customers to manage their prepaid or postpaid wallets, ensuring they have sufficient funds for their services.

Managing Auto Pay: Customers can set up and manage automatic payments to ensure their bills are paid on time without manual intervention.

Paying Device Installments: For customers who have purchased devices on installment plans, this functionality allows them to manage and make payments towards their device installments. Responsibilities and Contribution:

• PEGA being the middle layer, interacts with the lower and higher layers. Consume the services provided by the downstream and reply the same to the front end.

• Interacted with Business Analysts, Team Lead to understand different contracts and to implement Business Requirements

• Collaborated with the team members in understanding the requirements and applying feasible solutions.

• Working with the Leads, and Business Analysts to define business requirements for designing and building PEGA solutions to meet those requirements

• Worked on Integrations, Activities, Job Schedulers, Data transforms and other rules to meet the business requirements.

• Execute and implement Marketing Strategies, propositions and predictive analytics.

• Deployed our web analytics platform powered by real time Pega AI.

• Used the concept of pega delay learning to learn based on the delay click responses.

• Designed a batch which can compare data from sql tables and two big data stores. This is the source of Adaptive learning.

• Working on the design of a web campaign model for external websites.

• Designed a batch which can process static data, perform data analytics and feed Pega AI.

• Good understanding of all the campaign types (Real time/Event based/ Container based).

• Need to work on advisor plugin system for CSR sites

• Verizon is providing Services to the customer related to the Wireless, Mobile and NW Device. We can provide the NW Outage Service to the customer. Like Service: Update, Resolve and Create (Action) Project 3:

Project Name : Compass Inventory Search

Client : Anthem

Project Type : Development

Team Size : 5

Role : Sr Developer

Environment : Pega Robotics (RPA)

Duration : July 2020 to May 2022

Project Description:

Updating the Price and Stock Availability from Walmart Site to Compass Application: This process involves regularly synchronizing and transferring data regarding the prices and stock levels of products from Walmart's website to the Compass Application. Here are the detailed steps and components of this process: 1. Data Extraction:

Price Data: Collect the latest pricing information for products listed on Walmart's website. This includes regular prices, discounts, and special offers.

Stock Availability: Gather information on the current stock levels, including the quantity of products available for purchase and any stock status updates (e.g., in stock, out of stock, limited stock). 2. Data Transfer:

Automated System: Utilize automated scripts or software tools to extract the required data from Walmart's website at regular intervals. This ensures that the information is up-to-date and accurate.

Data Format: Convert the extracted data into a compatible format that can be easily integrated into the Compass Application. This may involve data cleaning, normalization, and structuring. 3. Integration with Compass Application:

Data Upload: Import the processed data into the Compass Application's database. This allows users of the Compass Application to access the latest price and stock information for products listed on Walmart.

Synchronization: Ensure that the integration process is seamless and that the Compass Application reflects real-time updates from Walmart's website. This involves setting up regular synchronization schedules to keep the data current.

4. Verification and Monitoring:

Quality Checks: Implement checks to verify the accuracy and completeness of the data being transferred. This helps in identifying and correcting any discrepancies or errors.

Monitoring: Continuously monitor the data update process to ensure it runs smoothly and efficiently. This includes tracking any issues or delays in data transfer and resolving them promptly. 5. User Access:

Real-Time Updates: Enable users of the Compass Application to view and act upon the most recent price and stock availability information. This helps in making informed decisions regarding inventory management, pricing strategies, and sales operations.

Alerts and Notifications: Set up alerts and notifications within the Compass Application to inform users of significant changes in price or stock levels, such as price drops, stockouts, or restocks. By implementing this comprehensive process, the Compass Application ensures that it provides accurate and up-to-date information on product prices and availability from Walmart, enhancing decision-making and operational efficiency. Responsibilities:

Actively involved in requirement analysis, project design and project planning.

Gather business rules and requirements and convert it to code and automation in.

Worked on BOT Design, Testing, Production and identified design flaws based on service requests and issues.

Effectively identified, debugged and resolved bug issues in OpenSpan Studio using the debugger.

Created end to end automation solutions for clients as per requirement which involves designing architecture development, testing and deployment of automation.

Having a good understanding of the Match Rules while performing integrations.

Provided Solutions that work in QA, Dev and Prod Environments.

Deployed solutions to run on schedule using Robot Manager. Project 2:

Project Name : IPX Schedule Appointment

Client : IXP

Project Type : Development

Team Size : 5

Role : Developer

Environment : Pega 8.5

Duration : June 2019 to June 2020

Project Description:

Contributed as a Developer to Create New Appointment Functionality Using Web Chat, Alexa, and IVR/IVA Channels: In my role as a developer, I played a key part in designing and implementing a system that allows customers to create new appointments through various communication channels, including web chat, Amazon Alexa, and Interactive Voice Response

(IVR) / Interactive Virtual Assistant (IVA) systems. Here’s a detailed breakdown of my contributions: 1. Web Chat Integration:

User Interface: Developed an intuitive and user-friendly web chat interface where customers can easily schedule appointments by interacting with a virtual assistant.

Backend Logic: Implemented the backend logic to handle appointment requests, validate input data, check availability, and confirm bookings.

Real-Time Updates: Ensured real-time synchronization of appointment data between the web chat system and the backend scheduling system.

2. Amazon Alexa Integration:

Voice Commands: Created Alexa skills that enable customers to use voice commands to schedule, modify, or cancel appointments.

Natural Language Processing: Utilized Alexa’s natural language processing capabilities to understand and respond to user requests accurately.

Seamless Experience: Ensured a seamless user experience by integrating Alexa’s responses with the backend scheduling system for real-time appointment management. 3. IVR/IVA Integration:

Interactive Menus: Designed and implemented interactive voice menus that guide customers through the process of scheduling appointments over the phone.

Voice Recognition: Leveraged advanced voice recognition technology to understand and process customer requests accurately.

Automation: Automated the appointment scheduling process through the IVR/IVA system, reducing the need for human intervention and increasing efficiency. Smart Reply Feature:

As part of enhancing customer service interactions, I also contributed to the development of a Smart Reply feature. This feature is designed to assist customer service agents by providing them with recommended replies to customer messages. Here’s a detailed breakdown of this functionality:

1. Recommendation Engine:

Machine Learning: Developed a machine learning-based recommendation engine that analyzes customer messages and suggests appropriate replies.

Context Understanding: Ensured the engine understands the context of the conversation to provide relevant and accurate reply to suggestions.

2. Customization and Tuning:

Brand Voice and Tone: Enabled companies to customize and tune the response recommendations to match the tone and voice of their brand, ensuring consistent and personalized customer interactions.

Feedback Loop: Implemented a feedback loop where agents can rate the suggested replies, allowing the system to improve its recommendations over time.

3. Agent Interface:

Integration: Integrated the Smart Reply feature into the agent interface, making it easy for agents to view and select recommended replies.

Efficiency: Enhanced agent efficiency by reducing the time and effort required to compose responses, allowing them to focus on more complex customer issues. Through these contributions, I helped create a robust and user-friendly system that enhances the customer experience across multiple communication channels while also improving the efficiency and effectiveness of customer service agents through the Smart Reply feature.

Responsibilities:

Involved in updating and developing Flows, Activities and UI properties.

Created Decision Rules and Declarative Rules as per the requirements.

Understanding the Functional Specification Requirements according to the Client.

Prepared Technical Specifications according to the Functional Specification.

Chatbot Design and Development: Designed and developed chatbot flows using Pega’s conversational AI framework, ensuring seamless user interaction and engagement.

Natural Language Processing (NLP): Implemented and configured NLP capabilities to enhance the chatbot’s ability to understand and respond to user inputs effectively.

Integration with Backend Systems: Integrated the chatbot with backend systems and databases to provide dynamic responses and perform real-time data retrieval.

Context Management: Developed context management strategies to maintain coherent and contextually relevant conversations throughout user interactions.

User Experience (UX) Optimization: Continuously analyzed user interactions and feedback to refine and improve the chatbot’s conversational flow and user experience.

Error Handling and Escalation: Designed error handling mechanisms and escalation processes to manage unexpected user inputs and route complex queries to human agents when necessary.

Analytics and Reporting: Implemented tracking and reporting mechanisms to analyze chatbot performance metrics, such as user satisfaction, interaction rates, and resolution times.

Security and Compliance: Ensured the chatbot application adheres to security protocols and compliance standards, protecting user data and maintaining confidentiality.

Customization and Personalization: Developed features to customize and personalize user interactions based on user profiles and previous interactions, enhancing the overall experience.

Testing and Quality Assurance: Conducted extensive testing of chatbot functionalities, including unit testing, integration testing, and user acceptance testing (UAT) to ensure quality and reliability.

Continuous Improvement: Monitored and evaluated chatbot performance post-deployment, implementing iterative improvements and updates based on user feedback and evolving requirements.

Documentation and Knowledge Sharing: Created and maintained documentation for chatbot configuration, development processes, and user guides, and shared knowledge with team members and stakeholders.

Collaboration with Stakeholders: Worked closely with business analysts, UX designers, and other stakeholders to gather requirements, validate solutions, and align the chatbot with business objectives. Project 1:

Project Name : CSAA Insurance

Client : CSSA

Project Type : Development

Team Size : 5

Role : Developer

Environment : Upgrade Pega Pega 7.4 to Pega Pega 8.5

Duration : March 2018 to May 2019

Project Description:

CSAA Insurance Group, a AAA Insurer:

CSAA Insurance Group, a subsidiary of AAA, is widely recognized as one of the leading property and casualty insurance providers in the United States. Our organization specializes in offering a comprehensive range of personal insurance products designed to meet the diverse needs of AAA members. Here’s a detailed breakdown of our offerings and our position in the industry:

1. Reputation and Leadership:

Top Insurance Group: As one of the top personal lines property and casualty insurance groups in the U.S., CSAA Insurance Group has earned a reputation for reliability, financial stability, and exceptional customer service.

AAA Affiliation: Being affiliated with AAA, a trusted and renowned brand in the automotive and travel services industry, reinforces our commitment to high standards and customer satisfaction. 2. Range of Insurance Products:

Auto Insurance: We provide a variety of auto insurance policies tailored to protect our members against financial loss in case of accidents, theft, and other covered events. Our auto insurance plans offer features such as liability coverage, collision coverage, comprehensive coverage, and more.

Homeowners Insurance: Our homeowners insurance policies are designed to protect the homes and personal property of our members from risks such as fire, theft, natural disasters, and other potential damages. We offer coverage options that include dwelling protection, personal property coverage, liability protection, and additional living expenses.

Other Personal Lines Insurance: In addition to auto and homeowners’ insurance, we offer a range of other personal insurance products to meet the unique needs of our members. These include renters’ insurance, condo insurance, personal umbrella insurance, and specialty coverage options. 3. Serving AAA Members:

Exclusive Benefits: Our insurance products are exclusively available to AAA members, providing them with unique benefits and discounts. This exclusive access ensures that our members receive exceptional value and comprehensive coverage.

Member-Centric Approach: We prioritize the needs of our members by offering personalized service, competitive rates, and a straightforward claims process. Our goal is to provide peace of mind and financial security to AAA members through our reliable insurance solutions. Through our extensive range of personal insurance products and our commitment to serving AAA members, CSAA Insurance Group stands out as a premier choice for individuals seeking quality coverage and exceptional service in the property and casualty insurance market.

Responsibilities:

Provided the delivery mechanism for paper and electronic documents

Which can be printed or forwarded on demand and provide customers with the ability to respond to State Farm requests electronically if desired?

Worked on developing Activities, Flow Actions, Sections, Harness, Decision rules, Flows etc. in the PRPC.

Provided authoritative benchmark figures of public finance and public employment, classifies local government organizations, powers, and activities; and measures federal, state, and local fiscal relationships

Worked on developing Activities, Flow actions, Sections, Harness, Decision rules, flows etc. in PRPC Working on the User Interfaces for development of screens.

Analysis, Design, and Implementation of Business Use Cases for the BPM and Marketing application by implementing new business strategies and decisions using Pega.

Developing business strategies using Next Best Action Designer so that the Next Best Action which is being recommended to the customer is aligned with the customer expectations and the Organizations business goals.

Communication between Pega Customer Service Application and Pega Marketing using real time Containers.

Ensuring user disposition is stored correctly in Interaction History using Pega OTB Capture response services. This data is used later for Returning Customer scenarios.

Designing Adaptive models based on the Predictors driven by business requirements. This is being leveraged to get the top offers based on eligibility criteria and the propensity of the offers.

Working with Data flows.

Creation and updating Pega Prepositions for multiple Business Issues and Groups.

Implementing Business rules using Decision tables and Decision trees in strategies.

Enriching the Business strategies using Data Joins and Set property shapes.

Implementing Arbitration by using Filters and Prioritize shapes in the business strategies.

Implementing Champion Challenger shapes to enable competing business strategies in production environments.

Using Visual Business Director to evaluate and compare the Champion and Challenger Strategy performance across KPIs and then coming up with the winner.

Coming up with modular design using Sub strategies thereby increasing the extensibility of the overall application.

Code review, triaging and analysis of Production Issues.

Team management, project status reporting and stakeholder management

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