Karthik Kannan
Chennai
Summary
Seasoned AI services delivery lead with expertise in orchestrating design, delivery, and adoption of AI-powered capabilities
Overview
15
15
years of professional experience
Work History
AVP - Cognitive Delivery and Program Management
EXL
09.2025 - Current
- Delivery of 2 conversational AI projects across healthcare/insurance customers in NA and Canada
- Led the migrate POD with 13 modules for the NA customer. Migration from Nuance platform to Agent studio
- Collaborated with Business Analysts, Solution Architects, and Product Owners to convert business requirements into actionable delivery plans.
- Oversaw design process for project modules, development and testing team for the respective modules
- Delivered design & development of 2 modules
- Executed pilot implementations for new projects ensuring standardization and adoption
- Oversaw gross margin for conversational AI projects/modules, ensuring profitability and financial viability.
- Provide executive-level reporting on delivery progress
- Contributed to conversational AI project development involving Sierra.AI and Google Agent Studio products
- Work with the customer on the BRD and create solution approach for chat and IVR bots
- Deployed the code to production for respective modules
- Collaborate with Google for platform challenges
- Work with the data/KPI pods to ensure the data markers are placed rightly in the module for KPI tracking
Solution Consultant
TCS
10.2022 - 09.2025
- Lead a major Solutioning project for a NA Grocery retailer which involved Nuance to Google CCAI migration. Completed the pilot successfully and went live to migrate ~170 intents from Nuance platform to CCAI
- Work on multimillion dollar RFPs/RFIs involving contact center implementations for both chat and IVR
- Build contact center solutions across all the corporate functions: Customer services, HR, Legal
- Worked on multiple POCs/Pilot Gen AI engagements involving customer service, HR and finance use cases
- Interacted with customers to understand needs and explain TCS capabilities in contact center, focusing on Google CCAI and Dialogflow CX
- Build conversation designs for chatbot/IVR bot
- Work along with data scientist, architects and developers to solution the requirement
- Developed detailed effort and pricing estimations based on customer specifications
- Facilitated delivery enablement during the project launch
- Created use cases and demos in horizontal AI functions for presentation to customers across North America and Europe
Program Manager / Associate Consultant
TCS
10.2022 - 09.2025
- Attained 46% of quarterly pipeline goal of $75M across all hyperscalers (GCP, AWS, Azure), contributing to overall revenue targets
- Drafted SoW and contractual documents for customer review and approval, securing deals valued between $500K and $1M
- Led a team of developers to drive project success including Gen AI trainees, tech lead
- Collaborated with Google team on GCP infrastructure and credits, negotiating ~35K credits for GCP services over 6 months
- Work on multiple pilot/POC projects which involve development of Chatbot using Google CCAI platform and Gen AI solutions
- Work along with CCAI architect, Data scientist for providing appropriate Gen AI solutions to customers
- Prepare weekly leadership reports. Report highlights on pipeline, solutioning and offerings, innovation
- Create project plan for pilot projects
- Work with BFM (finance) team for monthly budget approval
Product Operations Manager
Airmeet
08.2020 - 09.2022
- Executed multiple projects focused on customer data/analytics, e-com cataloging, and leadership dashboard/reporting preparation
- Communicated requirements with data team for tableau dashboard reporting & visualization to enhance data-driven insights
- Developed WBR, MBR, and QBR decks for leadership review to facilitate informed decision-making
- Work with S/W, data, design and quality teams for feature releases
- Manage a team including associates, SME and automation experts
- Develop automation for manual tasks
Catalog Manager – Concessions
Amazon
11.2017 - 08.2020
- Prioritized top quartile ASINs for defect resolution to enhance catalog quality and customer satisfaction. for fix prioritization
- Analyzed customer return comments, identified catalog and non-catalog issues, and resolved them by updating catalog or coordinating with FC/vendors. My team involves a combination of automation experts who try to identify the defects and associates/SMEs who try to manually or auto fix the defects
- Defined business goals to align team efforts with company priorities. and Outlined operations goals to enhance team performance and efficiency.: BG: To identify $320M worth of defects and fix 80% of the catalog defects OG: People management (1:1 discussion, scorecards, coaching/development plans), maintain productivity at >95% and quality at >98%
- Led a 15-member team to achieve business and operational goals with 7 members focused on root cause identification and 8 members on manual and automated fixes.
Manager – Business Operations
EtailLabs
12.2016 - 11.2017
- Handle a team of 20: Managed the business development & operations. Connected with client from online retail industry across the US, Europe and UAE on catalog creation, data mining services and worked on the deliverables
- Handled 7 projects with a team size of 20 resources (a combination of web researchers, SEO analyst, content writers and testing analyst)
- Projects involved catalog creation, blog creation, product description writing, SEO keywords mining and functional testing of website/mobile app in different platforms
- Produced .65M catalogs for an automotive retailers based in the US in a span of 6 months
- Created a tool alongside product team for hardline products catalog creation which increased the productivity by 60%
- Created distinct functions for operations and quality, enhancing overall quality by 30%.
- Developed customized offerings alongside standard table-top solutions, contributing to target achievement.
Consumables Category Lead – Account Management
Prione Business Services
07.2015 - 12.2016
- Engaged with tier 1 Amazon sellers in consumable category while managing 13 remote team members to support tier 2 and 3 sellers in increasing GMS on Amazon platform
- Overall sales for sellers increased by 38%
- Converted 46% of the sellers from MFN to FBA against a business goal of 40%
- Executed 8 seller flex launches, enabling sellers to expand selection in Amazon.in fulfillment channel
- Expanded product selection by 170%
- Increased revenue through sponsored ads by 46%
- Supported operations for Amazon subsidiary, enhancing collaborative efficiency
Account Manager – Europe (Ecommerce & Information Media)
Mobius Knowledge Services
03.2011 - 07.2015
- Supported sales and account management teams with sales documents, presentations, and assistance on sales calls.
- Conducted account analysis to identify new service lines and products for existing clients in Europe.
- Added 3 new services for an existing UK based retailer and increased revenue by 20K USD per month
- Led operations for digital marketing, SEO/SEM, content, and application testing projects.
- Managed requirements and associated changes to the requirements through the project lifecycle
Education
MBA - Marketing
Department of Business Administration, SRM University
01-2011
B.Sc - Computer Science
Vysya College
01-2009
Skills
- Program management
- Conversational AI
- Stakeholder management
- Data analysis
- Project management
Personal Information
- Date of Birth: 12/15/88
- Marital Status: Married
Current Residence
Chennai, Tamil Nadu
Timeline
AVP - Cognitive Delivery and Program Management
EXL
09.2025 - Current
Solution Consultant
TCS
10.2022 - 09.2025
Program Manager / Associate Consultant
TCS
10.2022 - 09.2025
Product Operations Manager
Airmeet
08.2020 - 09.2022
Catalog Manager – Concessions
Amazon
11.2017 - 08.2020
Manager – Business Operations
EtailLabs
12.2016 - 11.2017
Consumables Category Lead – Account Management
Prione Business Services
07.2015 - 12.2016
Account Manager – Europe (Ecommerce & Information Media)
Mobius Knowledge Services
03.2011 - 07.2015
MBA - Marketing
Department of Business Administration, SRM University
B.Sc - Computer Science
Vysya College