Tech Mahindra

Data Analyst

• Analyze large and complex datasets to identify trends, patterns, anomalies, risks, and business opportunities
• Develop and maintain PLX and Looker dashboards, scorecards, and executive-level reporting
• Translate business questions into analytical frameworks, KPIs, metrics, and measurable outcomes
• Generate strategic insights and recommendations rather than simply reporting metrics
• Perform deep-dive, trend, cohort, segmentation, variance, and root-cause analyses
• Use Gemini and GenAI capabilities to accelerate analysis, summarize findings, discover patterns, and develop insight-generation workflows
• Explore opportunities to integrate Gemini into analytics workflows for automated insights, natural-language querying, summarization, and decision support
• Partner with business, operations, product, engineering, and leadership teams to convert business challenges into data-driven solutions
• Develop executive-ready narratives communicating what happened, why it happened, business impact, and recommended actions
• Establish and monitor KPIs, thresholds, trends, and early-warning indicators
• Ensure reporting accuracy and consistency through data validation and quality checks
• Support ad-hoc strategic analysis and leadership requests with fast, data-backed recommendations

Business Data Analyst – PLX, Looker, Gemini

Full-stack Engineer

• Develop AWS Cloud contact center solutions from Cisco Webex/Nuance IVR to Amazon Connect with Lex NLU, voice, and web chat
• Develop infrastructure as code using Terraform
• Set up CI/CD pipelines for contact flow deployments
• Develop Lambda functions
• Manage Dev/UAT/Prod environments
• Automate production deployments
• Build CloudWatch monitoring and alerting for Amazon Connect instances
• Support ACGR infrastructure deployment and manage environment promotion workflows
• Participate in production monitoring during hyper care
• Develop functional specifications, design specifications, code, unit tests, system test plans, and feature test plans
• Lead development for CCaaS implementations on client projects
• Own end-to-end solution development, including routing strategy, IVR design, API approach, and external data integrations
• Design and maintain reusable code libraries
• Advise on testing strategy and provide input into test plans
• Communicate how the CCaaS platform works and how it can solve business needs
• Help build client use cases, requirements, designs, and test plans
• Work with customer IT Architecture teams on solution design and technology guidance
• Discuss migration efforts and provide subject matter expertise for solution migration and deployment
• Optimize solutions and improve processes

Senior Engineer – Amazon Connect

Technical Program Manager

• Lead end-to-end SAP Signavio programs, including discovery, process assessment, modeling, process mining, optimization, governance, implementation, and adoption
• Partner with business, engineering, operations, analytics, and product stakeholders to identify high-value process transformation opportunities
• Drive process discovery and As-Is / To-Be process design, including BPMN-based process modeling, process standardization, bottleneck identification, and improvement roadmaps
• Lead implementation and adoption across SAP Signavio Process Manager, Process Intelligence, Process Insights, Collaboration Hub, and Process Governance
• Establish program roadmaps, milestones, dependencies, RAID management, governance mechanisms, executive reporting, and measurable success criteria
• Translate business requirements into technical requirements and coordinate execution across engineering, data, SAP, cloud, and business teams
• Drive process mining and data-driven process intelligence to identify process variants, bottlenecks, cycle-time issues, compliance gaps, automation opportunities, and root causes
• Coordinate integration of SAP Signavio with enterprise data sources and the Google Cloud ecosystem, particularly BigQuery, APIs, data pipelines, and analytical platforms
• Define KPIs and PPIs to measure process efficiency, SLA performance, quality, compliance, automation potential, and business value realization
• Work with technical teams to establish event logs, process datasets, data models, and data-quality controls required for process intelligence
• Identify opportunities to apply Gemini/GenAI, automation, and intelligent agents to process discovery, analysis, recommendations, knowledge management, and operational workflows
• Build executive-level dashboards and transformation readouts highlighting process performance, business impact, risks, opportunities, and improvement progress
• Drive stakeholder alignment across global teams and facilitate workshops with business SMEs, process owners, architects, engineers, and leadership
• Establish reusable process standards, governance frameworks, documentation, and transformation accelerators across multiple business functions
• Manage multiple parallel workstreams while ensuring delivery quality, timelines, dependencies, and stakeholder communication

Technical Program Manager – SAP Signavio

Artificial Intelligence

• Design call flows using Amazon Connect/Lex conversational design, focused on IVR front-end design to build self-service contact flows
• Create user stories
• Develop acceptance criteria
• Train Lex bots
• Perform conversation design, feedback, and tuning
• Conduct conversational QA during migration
• Collaborate on GenAI-enabled conversational use cases, including prompt design, response evaluation, and responsible AI considerations
• Integrate NLP from Cisco Webex/Nuance IVR to Amazon Connect with Lex NLU for voice and web chat

Business Data Analyst – PLX, Looker, Gemini

Senior Engineer – Amazon Connect

Technical Program Manager – SAP Signavio

Conversational AI Designer – Amazon Connect, Lex NLU