NILASISH GHOSH

Device Protection & Customer Support collaborated with AI

• Defined end-to-end enterprise architecture supporting device protection, warranty management, claims lifecycle, repair operations, replacement fulfillment, customer support, and post-sales service processes.
• Led architecture design across customer portals, contact center platforms, knowledge management systems, D365 Commerce, ERP applications, fulfillment platforms, and partner service ecosystems.
• Established target-state business architecture and operating model covering claim initiation, coverage validation, repair authorization, replacement eligibility, fulfillment orchestration, and customer communication processes.
• Designed enterprise integration architecture enabling seamless interaction between customer channels, claims platforms, service providers, logistics partners, inventory systems, payment systems, and ERP applications.
• Defined API-led and event-driven architecture patterns supporting real-time claim processing, device registration, warranty verification, shipment tracking, inventory synchronization, and customer notifications.
• Established enterprise data architecture and governance standards for customer, device, policy, warranty, claim, product, inventory, and service-provider master data.
• Architected enterprise knowledge retrieval platform leveraging Azure OpenAI, Azure AI Search (RAG), support knowledge repositories, SOPs, product documentation, troubleshooting guides, and operational procedures.
• Designed AI-powered customer support assistants capable of contextual claim guidance, coverage explanation, troubleshooting assistance, policy inquiry resolution, and service-agent support.
• Defined Agentic AI architecture to automate claim triage, knowledge discovery, inquiry routing, service recommendation, and intelligent support workflows while maintaining governance and human oversight.
• Established AI governance, grounding strategy, responsible AI controls, prompt orchestration, and enterprise knowledge architecture for business-critical customer engagement scenarios.
• Focused on reducing claim handling effort, improving first-contact resolution, accelerating support operations, enhancing customer experience, and driving operational efficiency.

• Managed multiple projects as a Solution Architect and Delivery Manager, establishing deliverable methods aligned with project stages and patterns.
• Functioned as a techno-functional architect on various F&O modules, overseeing solution design, estimation, project progress tracking, and mentoring junior associates on code review and best practices to ensure high-quality deliverables.
• Focused on resource management to optimize the allocation of personnel to appropriate roles.
• Contributed to a range of Co-Pilot related tasks, including the development and building of tools for D365 financing and operations, as well as other platforms.
• Provided assistance and mentorship to junior team members, enhancing their proficiency with D365 FnO.

Workplace Services domain.

• Defined enterprise architecture vision, target-state architecture, roadmap, and operating model aligned with digital workplace transformation and operational excellence.
• Led enterprise architecture across workspace management platforms, CRM, ERP, cloud services, analytics, and enterprise integration landscape.
• Defined API-led and event-driven integration architecture enabling interoperability across enterprise applications, partner ecosystems, and business services.
• Defined AI adoption strategy and enterprise AI architecture to enhance workplace experience, self-service capabilities, and operational efficiency.
• Designed AI-enabled workplace assistants, enterprise knowledge discovery, intelligent search, and conversational support capabilities leveraging Azure AI services.
• Established enterprise knowledge architecture, responsible AI controls, governance frameworks, and automation opportunities aligned with business objectives.

Global Manufacturing & Supply Chain

• Defined enterprise architecture vision, target-state roadmap, and transformation strategy supporting global manufacturing, engineering, supply chain, and ERP modernization initiatives.
• Led D365 F&O enterprise architecture across Finance, Procurement, Inventory, Warehouse Management, Manufacturing, Quality Management, Asset Management, and Engineering domains.
• Defined enterprise integration architecture spanning ERP, MES, supplier ecosystems, warehouse platforms, engineering systems, and quality management solutions.
• Governed enterprise architecture standards, Architecture Review Boards, data governance, security architecture, observability, resilience, and modernization programs.
• Evaluated and defined AI-enabled opportunities across manufacturing operations, engineering processes, enterprise knowledge management, and decision-support capabilities.
• Designed AI-assisted knowledge retrieval and enterprise search capabilities leveraging Azure OpenAI, enterprise content repositories, and operational data sources.
• Established AI governance, responsible AI controls, and architecture patterns for augmenting operational excellence, productivity, and business value realization.

• Served as an onsite Technical Lead and Techno-functional Consultant for MS Dynamics.

• Managed a team of 20 members as Senior Manager IT.

• Worked as a System Executive in AX Technology.

• Specialized in Axapta.