Manish Kalita

adgv6g@r.postjobfree.com

317-***-****

Summary

A highly driven business professional with proven experience in Strategic Consulting, Customer Experience Management and Thought Leadership. As a Strategic Business Consultant, I work across the Genesys technology catalog and services, developing visionary and actionable strategies for customers and prospects, focused on broadening the sales opportunity and relationship scope. Key strengths include business development, complex solution design, consulting, management, people management, Solution Architecture, stakeholder engagement, communication, leadership and problem solving.

Key Tools and Skills

• Project Management

• Strategic Planning

• Business Discovery

• Root Cause

Analysis

• Executive Management

• Project Definition and

Planning

• Business Requirement

Definition

• Enterprise Application

Integration

• Business Process

Architect

• Management Consulting

• Financial Consulting

• Leadership

• Go-to-Market Strategy

• Genesis AI platform

• Genesys Cloud

• Genesys Engage

• Salesforce

• Forecasting

• Business Development

• Statistics

• MongoDB

• SQL

• Big Data Analytics

• Spark

• DataBricks

• Python

• Tableau

• R Studio

• Snowflake

• Salesforce

• Java

Work Experience

Genesys, Indianapolis, Indiana Sep 2018 – Present

With revenues in excess of $2billion and offices in over 100 countries, Genesys is a leading international provider of customer experience and call center technology. Strategic Business Consultant Automation @Work

Big Data, Data Analytics, AI - Machine Learning and predicted customer experience for Genesys in North America, a business division with revenues of ~ $10.9m Responsibilities

• Business Development

• Solution Lead for complex solution design and integration into CRM, ERP, and other Source Systems

• Solution Architecture for On-premise, Hybrid Cloud and complete cloud solutions

• Genesys E-Services Installation and configuration

• WDE installation and configuration for E-Services

• Genesys Hybrid architecture design for Genesys engage to Genesys Cloud Chat

• Upgrading of Genesys WFM to latest version

• Microsoft Teams integration design

• Identify and articulate investment customer-specific benefits for various technologies, both Genesys and 3rd party.

• Engagements occur post and pre-sales of the software and provide semi-independent analysis and advice on the existing or desired outcomes and their alignment to technologies currently deployed, in progress or being explored.

• Installing and configuring, integration, project management and scoping

• AI Assessments - A data centric consulting engagement, allowing organizations to benchmark performance, and embark on a transition to broad-based AI technologies enhancing customer Engagement strategies

• AI POC – Delivering the technology required to turn predicted models in to a trial for building business cases for actual real-life benefit action.

• Financial Expertise, with tailored return on investment calculations for our largest customer

• The team provide a catalog of analytical and consulting services including: o Customer Experience - An agile consulting engagement to assess the business strategy, processes, people and technology focused on Customer Experience (CX) entirely. o CX/Digital Transformation Service – Creating tailored business cases and applying research and experience to the delivery of transformation outcomes. o Organizational Readiness – Assessing the readiness of key organizational functions to be able to effectively and rapidly realize the return on the technology investment. o Optimization Service - An assessment to provide guidance on getting the most out of an existing Genesys investment to achieve both customer experience and operational excellence goals. Recommendations span strategy, people, processes, and technology. o AI Value Assessments - A data centric consulting engagement, allowing organizations to benchmark performance, and embark on a transition to broad -based AI technologies enhancing customer Engagement strategies

Achievements

• AI Production deployment – full scale organizational deployments of technology Increasing Churn prevention by 3%, Lowering customer repeat contact by 6%, increasing customer satisfaction by 3% and lowering Organization effort by 7%

• Creating 20 Million USD in Pipeline through business development across North America

• I transformed our engagement structures and methodologies which Increased sales for both Voice and Digital customers by 20%.

• Introduced consulting practices that are in line with the consulting industry

• Delivered the first successful AI (predictive routing) deployment and worldwide Sale Tata Technologies Limited, Pune, India Dec 2012 – Sep 2015 With over 8,500 employees, Tata Technologies is a global leader in engineering services outsourcing and product development IT services to the global manufacturing industry. Solutions Developer

Responsibilities

• Led Enterprise Change Management team of 10, collaborating across 5+ IT Service Management teams

• Gathered stakeholder requirements & defined quarterly roadmap for 1.5 fiscal year, for CM policy changes, strategy & management

• Worked as Scrum Master for 6 Process Improvement features across 2 release trains, organizing all Agile ceremonies

• Co-teamed with architects, engineers, designers, and reporting analysts to implement 200+ ServiceNow enhancements & fixes

• Conducted and tracked cross-functional UAT/BAT for 4 ServiceNow release implementation IT Service Management

• Led ServiceNow Reporting/Dashboarding, prototyped 10+ custom dashboards based on 3 different role types

• Surveyed 500+ users for their engagement and analyzed the response data to suggest process/product changes

• Led development of Conflict Detection automation for Release Management team, to reduce manual effort by 85%

• Managed the Statement of Work and budgeting for 120+ vendor resources

• Led system implementation for Remedy 7 to 8.1 and then to ServiceNow, supporting 90% of migration from India

• Led Change Control Board, channeling 500+ change requests to approval and monitored High/Critical priority incidents

• Hosted knowledge transfer webinars for 12 IT teams and managed knowledge base on Jive/IBM Connections

• Developed real time Tableau reports/KPI Metrics for CIO review & internal audit

• Conceptualized and developed interactive Change Management training module to onboard nearly 700

(and counting) employees

• Prototyped UI for tracking risks related to production releases, that reduced the manual effort by 80%

• Mentored 4 interns in the team for their smooth campus to corporate transition Achievements

• Business development activities in key locations delivered by my team and I contributed to YoY business growth of 144%

Education

WEATHERHEAD SCHOOL OF MANAGEMENT Cleveland, Ohio

Case Western Reserve University

Master of Business Administration, May 2018

• Finance and Strategy

MANIPAL INSTITUTE OF TECHNOLOGY Manipal, India

Manipal University

Bachelor of Engineering, May 2012

• Computer Science & Engineering

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