Kshitij Mishra

Results-driven leader with deep expertise in SaaS consulting, enterprise transformation, and AI-driven customer experience management. Proven ability to engage CXOs, align Generative AI, automation, and cloud strategies with business objectives, and drive scalable growth. Hands-on in building, mentoring, and leading high-performing teams, delivering impactful solutions that enhance customer engagement and operational efficiency. Specializes in Contact Center as a Service (CCaaS), cloud computing, and AI-powered digital transformation, ensuring seamless technology adoption and business success.

• TOGAF Certified Enterprise Architect (9.x)
• AWS Certified Solutions Architect (Associate)
• Microsoft Certified Azure (Admin)
• Microsoft Certified Azure (Fundamental)
• Certified Kubernetes Administrator
• Avaya Certified Expert
• CCNA
• Microsoft Certified Professional
• Certified Novel Engineer

• Technology-Driven Business Strategy and Leadership
  Proven ability to align technology with business strategy, guiding senior executives and cross-functional teams in scaling customer experience and contact center solutions. Hands-on in developing enterprise-wide transformation roadmaps, driving measurable growth, operational resilience, and competitive advantage.
• AI, Automation, and Digital Transformation
  Hands-on leader in deploying robotic process automation, generative artificial intelligence, and conversational artificial intelligence, scaling intelligent customer service solutions such as virtual assistants and chatbots. Led enterprise-wide digital transformation initiatives, optimizing costs, efficiency, and engagement.
• Customer Experience and Contact Centers (CCaaS)
  Led large-scale contact center transformations, integrating cloud-based customer experience solutions, cybersecurity, automation, and artificial intelligence. Directed teams in designing and optimizing telephony infrastructure, customer interaction platforms, application suites, workforce optimization tools, and analytics for industries such as telecommunications, emergency response, business process outsourcing, and banking.
• Omnichannel Customer Engagement & Personalization
  Built and led teams to design omnichannel customer journeys, ensuring seamless interactions across phone, email, live chat, messaging applications, and social media. Implemented artificial intelligence-driven automation to enhance customer support, drive engagement, and improve operational efficiency.
• Social Media Strategy, Analytics, and Brand Reputation
  Directed teams in social media listening, online reputation management, and analytics, leveraging artificial intelligence and automation to track brand sentiment and enhance engagement. Spearheaded social media marketing and advertising initiatives, aligning them with customer experience objectives to drive brand loyalty and revenue growth.
• Cybersecurity, Cloud Adoption, and Enterprise Integration
  Led teams in securing cloud-based customer experience solutions, ensuring compliance with cybersecurity frameworks. Integrated speech analytics, data insights, and enterprise applications (customer relationship management, enterprise resource planning) to drive secure, data-driven decision-making.