Abhijit S. Alone

As a Conversational AI Delivery Lead I plays a critical role in overseeing the successful implementation and management of conversational AI solutions, such as virtual assistants or chatbots. My responsibilities typically span across project management, stakeholder communication, and technical oversight.

• Led 10+ contact center transformation initiatives successfully and deployed conversational AI solutions
• Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.
• Ensure successful execution of conversational AI projects from requirements gathering to deployment and post-launch support.
• Understand business needs and objectives to align conversational AI strategies with organizational goals.
• Work with technical teams to design AI-driven conversational workflows, ensuring scalability and effectiveness.
• Help the organization understand the value of conversational AI and advocate for its adoption across different business areas.
• Track and report key performance indicators (KPIs) such as accuracy, user engagement, and completion rates to assess the success of the solution.

• SoW review
• Solutioning and Due Diligence
• Was part of the team who creates demonstrations for presales team
• Responsible for delivery, managing financial aspects and profitability, stakeholder management and account growth
• Lead end to end deployment of Cognitive platform - Amelia
• SaaS, Cloud deployment and On-Prem
• Enable the clients to increase adaptation of Amelia and prepare CBA
• Process consulting to fit Amelia in the whole gambit of client's infrastructure and processes
• Managed complex engagements involving multiple teams and large budgets, consistently meeting or exceeding expectations.
• Collaborated with sales, delivery and service teams to manage seamless client experiences.
• Consulted with teams on established best practices and process improvements.
• Managed client expectations and mitigated potential conflicts, ensuring a high level of customer satisfaction throughout the engagement process.

• Ensuring Project Aligns to SOW/ Contract
• Creating and managing project plan per IPsoft Standards
• Ensure all projects include standard documentation like Charter, Communication Plan, RACI Chart, Risk Management Plan, Weekly Status Report, Kick-off Presentation, Project Plan on Server, Project Status Website
• Manages Stakeholder Expectations
• Manage all project communications, both internal and external
• Ensure all project issues are tracked and managed via project website
• Manage Scope and engage Account Team and Stakeholders as necessary
• Align with Service Transition Technical Executive (STE), Account Manager, and Customer Advocate (CA) through the lifecycle of the transition effort
• Assist with requirement gathering, testing, and training where possible

• Managed a team of 19 Service Managers, it was a MIM process
• Streamlining the process, SLM, People Management, reports, and dashboards
• Process gap analysis
• Was a SPOC for Buy business area of Nielsen
• Maintained a list of critical and high impact applications with associated CIs
• Post MI review, used Conflict resolution techniques to resolve ownership conflicts
• Maintained a database of key application owners and escalation matrix for quick resolution
• MI ticket reviews to meet established quality standards
• Shift rosters and flawless handovers between shift changes
• Worked as a Release Manager, managed releases for the most critical Buy Application - Answers on Demand
• Maintained a release calendar

• As Change Manager: Analysis of operational changes
• Develop a set of actionable and targeted Change Management deliverable
• Stakeholder assessment impacted assessment and change assessment plan including communication and training plan
• Apply a structured methodology and lead Change Management activities
• Assess the change impact, identify, analyze, and prepare risk mitigation tactics
• Co-ordinate effort with specialists, thoroughly assess the Change form
• Chair regular CAB and ECAB meetings
• Conduct PIR of all changes to determine the success and improvement factors
• Monthly analysis of successful and un-successful changes
• As Problem Manager: Perform proactive and reactive Problem Management using the techniques
• Chair and drive RCA meetings until closure
• Track action items closely
• KEDB Maintenance
• Metric Reporting for Problem management

• Identify critical events, coordinate resources to expedite the recovery, provide real time communication of recovery plans to IBM and Service Management and ensure appropriate steps are executed for the duration the critical event exists
• Coordinate with DPE and SDM to recover the IBM owned events resolved by third party
• Execute notifications and escalations as defined in the Standard Recovery Management Process including Executive Alert notification
• Ensure that accurate timelines of recovery plans and activities on Critical Events are documented
• Manage Critical Events until resolved or delegated to the Business Recovery manager where applicable
• Coordinate to get the appropriate level of technical or business skill is actively engaged
• Provide support 24x7x365 for command center
• Participate in post Critical Event root cause analysis (RCA) as requested

• Worked on BT internal Inventory management tool BFG IMS
• Collaborate with stakeholders using ticketing tools like Remedy
• Delivered Root Cause Analysis (RCA) reports for failed tickets
• Worked on Network availability reports
• Primary diagnostics for any network issues
• Several Daily Checks and Reports to be reported to the concerned teams
• Managed escalations on e-mails and calls
• Progressive experience in team/people management
• Received an Annual Customer Satisfaction review of 7 on a scale 7