Raja Sekhar Chitela

Develop and execute program plans for developing Contact Center Solutions and the Service Desk Platform (chat, phone, ticket, non-live, and Meet channels) across all Google businesses, ensuring alignment with organizational goals and objectives. Omnichannel SME: Served as the lead Subject Matter Expert for Google’s Voice/Phone, Chat, SMS, and Meet channels, defining the global roadmap for contact center engagement. Managed automated information processing pipelines, including text-matching models (LLM features) and retrieval infrastructure (RAG), to translate dense, complex platform performance data into clear summaries for non-technical executives. Introduced modern automation protocols via Model Context Protocol (MCP) and agent-to-agent (A2A) orchestration rules to manage high-volume transactional handoffs between legacy vendor frameworks. Managed the transformation of legacy telephony into AI-first conversational interfaces, utilizing Dialogflow CX to automate millions of customer interactions. Embedded comprehensive IGA, PAM, and Secrets Management technologies into core production platforms to regulate external authorizations, protect API boundaries, and enforce cryptographic security keys. Led high-performance engineering teams and multi-track strategy PMO operations to manage full lifecycle zero-to-one IAM infrastructure projects, ensuring seamless alignment with corporate security goals. Directed exploratory engineering workstreams mapping advanced security telemetry and secure identity layers for interconnected digital interfaces utilizing LLM prompt parameters, RAG data ingestion pipelines, autonomous AI Agents, Model Context Protocol (MCP), and multi-agent A2A connectivity models. Ensure that CI/CD is maintained across the program. SME in Google Customer Care Business (IVR, SDP) systems especially which includes DialogFlowBot implementations and AI Integrations with Machine Learning and LLMs.

Strategic Roadmap: Orchestrated the product vision for enterprise-scale technical platforms, breaking down high-level business goals into actionable engineering sprints across distributed teams. Distributed Systems: Led the design and build of enterprise-grade tools, focusing on high-concurrency environments and data integrity. Turnover & Stability: Managed smooth coordination of project conclusions, ensuring seamless transitions to operations and support teams. Build-or-Buy Judgment: Evaluated external vendors vs. in-house development to accelerate GTM timelines by 20%.

• Played the role of Architect and involved in design and development of ChampsWork (Kids Talent Launching Pad) Web Application and GetMeYo mobile application. • Developed Java classes to store data and retrieve data from MySQL & Mongo databases from using Hibernate and Spring frame work with MVC Architecture. • Developed Jsp pages using AngularJS and Taglibs to design the best kid friendly user interface. • Hosted the application on AWS and tested the performance on AWS. • Written JUnit classes to test all the java classes developed by me and tested all these classes to make sure they are working as per requirements. • Responsible for Quality Assurance and testing of ChampsWork end-to-end. • Perform comprehensive analysis and identify the business strategy for revenue growth and expand customer base. • Responsible for delivery, development and, quality assurance. • Evaluate the performance of team members and determine training needs • Responsibilities include building, managing application teams, setting objectives, and nurture teams. • Set business objectives based on company strategic priorities, and, direction. • Implemented a formal project management process based on PMBOK and SDLC. • Responsible for pre-sale activities, respond to customer/client RFPs/RFIs/RFQs.

As a Director of IT Solutions responsibilities include building, managing, set vision and nurture application teams, set business objectives based on company strategic priorities, and, direction. Responsible for development and production operations of enterprise technology solutions. A strong and innovative leader, with deep understanding of cloud technologies, enterprise integration platforms, release management, and proven ability to lead a distributed services organization to support complex global business processes. Hands-on leader, possess lot of development and technical expertise and posses strong client relationship management skills, promotes collaborative team culture, and ignite passion within the team for flawless execution.

Successfully managed 14 client projects valued at $15M in annual revenue as part of the program. Reduced the gap between customer expectations and application functionality/Services provided by communicating effectively with both Customers and Technical/Dev Teams. Manage offshore development team to ensure timely and accurate customer deliveries. Oversee daily activities of the development team and provide direction and guidance as needed. Identify and manage risks and issues as per risk management plan. Perform Earned Value Management to measure project progress and project performance. Measure the project performance against baselines, and, identify and implement corrective and preventive actions as required. Monitor the project as per the project management plan. Perform resource allocations and workload assignments and authorizations per delivery requirements Serve as primary contact for customer inquiries and concerns. Report delivery status to customers and senior management regularly. Work on new project proposals and respond to RFIs and submit bids for RFPs.