Puneet Khandelwal

− Redefined Amazon Connect Chat & Voice product strategy by delivering AI-powered features such as Call & Chat Summarisation, Real-Time Call Transcription, Live Chat Translation and Call/Chat Categorisation — resulting in faster resolution times, improved agent productivity, and measurable boosts in CSAT. − Pioneered an agentic AI-driven contact center leveraging Amazon Bedrock and Lexbot to create Supervisor and Worker AI agents, each with individual knowledge bases — enabling context-aware, personalised customer support and improving first-contact resolution rates by 150%. − Embedded advanced AI capabilities, including Contact Lens sentiment analysis, NLP-based real-time translation, Predictive Routing, and Skill/Proficiency-Based Routing experiments, leading to more accurate agent allocation and reduced average handle time (AHT) by 60%. − Optimised end-to-end contact center journeys, redesigning call flows, chat handling, and escalation paths — achieving a 25% improvement in first-contact success and shorter resolution cycles. − Partnered cross-functionally with AWS, Legal, Risk, Compliance, and UX teams to deliver AI features with full regulatory compliance (DUC, DPIA). − Designed and deployed intelligent routing logic integrated with CRM and case management platforms, ensuring context-rich, efficient handoffs between virtual and human agents. − Built and implemented real-time analytics dashboards with Contact Lens to track sentiment trends, agent KPIs, and operational metrics — enabling data-driven decision-making and continuous product improvement. − Created and executed experimentation frameworks for routing strategies (e.g., proficiency-based routing), validating impact on customer satisfaction, efficiency, and operational costs. − Represented the product in multiple in-person business workshops across the UK and Germany, aligning stakeholders on delivery goals, gathering deep requirements, and ensuring on-time delivery of high-impact enterprise projects.

− Directed the product strategy for Amazon Connect Chat, prioritizing the development of AI-driven features like Chatbots and Voice-to-Text Transcription to enhance customer interactions. − Played a pivotal role in embedding advanced AI capabilities, including Contact Lens for sentiment analysis, Natural Language Processing (NLP) for real-time translation, and Predictive Routing to optimize user experiences and operational efficiency. − Maintained a refined backlog, led sprint planning, and facilitated daily stand-ups and retrospectives to ensure team efficiency and adaptability in an agile environment. − Partnered with AWS, Legal, Risk, Compliance, and UX teams to seamlessly integrate AI features, ensuring robust project delivery and comprehensive documentation. − Mentored diverse teams, fostering a culture of innovation and collaboration while guiding new product managers in leveraging AI technologies. − Prioritized mobile UX/CX by implementing AI-driven tools, resulting in improved user satisfaction and seamless experiences across multiple platforms. − Created and managed comprehensive product roadmaps that aligned with business goals, focusing on critical AI features such as Sentiment Analysis and Real-Time Transcription. − Delivered engaging demos that showcased AI capabilities, secured stakeholder buy-in, and facilitated successful user acceptance testing (UAT). − Implemented continuous integration and tracked metrics using Contact Lens analytics, leveraging data to inform strategic decisions and drive product enhancements. − Conducted in-depth market research and competitive analysis of AI implementations, gathering user feedback to refine features and maintain a competitive edge. − Refined requirements, optimized JIRA workflows, and introduced practical enhancements to Contact Centre operations, delivering value without additional development costs.

− Led the business strategy and product development for Sprinklr, enhancing features across social media, WhatsApp, email, SMS, chat, and voice channels to improve operational efficiency and user engagement. − Collaborated with the Scrum Master to implement agile practices, ensuring adherence to sprint timelines and fostering continuous improvement. − Developed user stories and maintained the product backlog, creating a clear development roadmap aligned with user needs and business objectives. − Conducted process diagnostics to identify improvement opportunities, driving operational excellence and optimizing customer journeys. − Prioritized high-value features during refinement sessions to maximize impact across digital channels. − Sought innovative solutions to enhance customer experience by challenging existing processes. − Facilitated collaboration with the API Banking Team, IT, Compliance, and stakeholders to streamline digital processes and integrate Sprinklr's features effectively. − Designed and optimized customer journeys using Sprinklr's capabilities, enhancing user experiences. − Established partnerships with fintech companies to innovate new interaction methods across digital channels. − Ensured alignment among stakeholders for a unified understanding of product requirements. − Championed product enhancements, improving delivery times, transaction experiences, and overall security. − Collaborated with Audit & ISG teams to maintain compliance and secure approvals for new product initiatives.

− Led end-to-end facilitation of the Scrum process, overseeing the creation of backlog items, sprint plans, and release plans for the designated Bengaluru, India scope. − Orchestrated the preparation and execution of program increments, ensuring alignment with project goals and timelines. − Provided guidance to a diverse team of 50+ members on agile/scrum practices and values, fostering a culture of self-organization within the Agile/Scrum framework. − Proactively identified and removed impediments or directed the team to the appropriate resources for impediment resolution. − Ensured the timely delivery and quality of agile release deliverables, monitoring schedules and burndowns for optimal project management. − Spearheaded the execution of program increments and initiated program-level continuous improvement efforts. − Monitored and reported on various Agile Key Performance Indicators (KPIs) at the individual, focus group, team, and product levels using data on Jira. − Documented KPIs, processes, and practices on a quarterly and yearly basis in Confluence, contributing to a transparent and well-documented workflow. − Played a pivotal role as a change agent, driving continuous improvement initiatives and presenting progress and success reports. − Successfully implemented Partners' Integration across Wholesale Lending, SME Co-Lending, and Consumer Co-Lending domains. − Took charge of Jira Admin Management, overseeing project and board configurations to ensure an efficient and streamlined workflow.

− Led end-to-end project delivery, including requirements gathering, documentation, system integration testing (SIT), user acceptance testing (UAT), delivery, and closure. − Monitored project progress to ensure compliance with deadlines, quality standards, and budget constraints. − Proactively resolved challenges such as staffing shortages, scope creep, and conflicting business/user needs. − Conducted regular assessments of project execution, troubleshooting complex issues promptly. − Coordinated detailed project schedules, thriving under tight deadlines for timely execution. − Managed project changes while balancing multiple tasks and shifting priorities. − Served as a technical expert during pre-sales, offering insights on design and strategic planning. − Built strong customer relationships through effective negotiation and crisis management. − Conducted client interviews and focus groups to gather actionable insights, ensuring alignment with industry standards. − Developed Business Requirement Documents (BRD), business cases, test plans, test strategies, and work breakdown structures (WBS). − Created sequence diagrams, use cases, mock-ups, and wireframes for development teams. − Facilitated communication between business and technical stakeholders, translating requirements for developers. − Utilized JIRA and MS Visio for project management and collaboration. − Conducted cost-benefit analyses and ROI assessments, maintaining budget control. − Managed a diverse team of 45+ members, fostering collaboration and efficiency across multiple projects.

Product Management course of 1 year