Pritheev raj S
Chennai
Summary
Contact Center & CCaaS Transformation Leader with 13+ years of experience driving enterprise CX modernization across telecom and healthcare domains. Proven expertise in leading large cross-functional teams and delivering scalable voice and digital solutions using Genesys (Inbound/Outbound/Callback), Cisco, Avaya, and Kore.ai platforms.
Specialized in LLM & AI bot migration, IVR/CTI transformation, and end-to-end automation using CYARA (Certified), QuickTest.ai, and Klearcom. Strong background in intelligent routing, API integrations, performance engineering, and Splunk-based monitoring.
Recognized for combining deep technical expertise with strategic program governance managing full lifecycle delivery, stakeholder alignment, automation strategy, and quality engineering at scale.
Overview
13
13
years of professional experience
2014
2014
years of post-secondary education
Work History
Lead Consultant
Infosys Technologies Limited
01.2024 - Current
- Leading CCaaS transformation and automation strategy for telecom contact center programs.
- Managing 30+ member team across IVR, Voice Bot, LLM validation, and regression automation.
- Driving Voice Bot validation including NLU training data verification and prompt response testing.
- Overseeing LLM-based conversational flow testing and automation integration.
- Implementing CYARA automation to accelerate smoke, regression, and load testing.
- Governing full lifecycle: onboarding, sprint planning, delivery tracking, invoicing, and stakeholder reporting.
- SPOC for client governance and escalation management.
Associate Quality Manager
United Health Group
05.2019 - 01.2024
- Gathered requirements and application information from Business Architect and Subject Matter Experts and developed test cases.
- Involved in design and implementation of CYARA automation for smoke and regression test suites.
- Understanding functional specifications, designing and developing creative solutions, meet business requirements.
- Performed Manual Testing for the IVR and CTI flows and Functionality of the application.
- Developed and implemented healthy testing with CYARA Velocity which cut down the script development time in half.
- Involved in preparing test strategies for client-side verifications and validations.
- Validated the NLU IVR, CIT routing conditions.
- Used CYARA Virtual Agent to receive the agent interaction.
- Involved in automating test cases using CYARA Inbound and Outbound modules.
- Used automated scripts and performed functionality testing during the various phases of the application development.
- Involved in testing the application utilizing the Scrum (Agile) methodology.
- Involved in functional testing, black box testing and negative testing.
- Implemented Multichannel integration between Voice and Web Channel in contact center using CYARA.
- Prepared user documentation for UAT (User Acceptance testing).
- Performed regression tests on the application to assure proper functionality of the site after new builds.
- Managing 6 Scrum Teams and representing as QE Manager and Technical SME.
- Participated in daily, weekly meetings and technical reviews. Prepared reports showing the testing efforts.
- UnitedHealth Group offers Health care products and insurance services. It is the largest healthcare company in the world by revenue. Its service group operating across 150 countries in North America, South America, Europe, Asia Pacific and the Middle East.
- Environment: CYARA (Velocity, Chat, Virtual agent), Genesys, GVP, Agile, Splunk, VBScript, Rally, MSWord, MS Excel, MS Visio
UAT Automation Test Lead
Cognizant Technology Solutions
02.2017 - 05.2019
- Purely all the test cases will be automated using CYARA. (Replay and Virtual agents' modules are been used to have the end-to-end testing covered)
- The Government Employees Insurance Company is an American auto insurance company. It is the second largest auto insurer in the United States, Cognizant does UAT and regression testing for different Geico IVR applications.
Senior Software Engineering / Offshore Test Lead
Accenture Services Private
04.2013 - 02.2017
- Accenture does System Integration Testing (SIT) and regression testing for different Anthem IVR applications.
- The testing team will partner with the Anthem subject matter advisor, to manage the preparation, planning and execution of the IVR releases.
- Testing will be done using both manual and automated testing tools.
- Anthem Inc. previously known as WellPoint, Inc. is the largest for-profit managed health care company in the Blue Cross and Blue Shield Association. It is a Blue Cross or Blue Cross Blue Shield licensee in 14 states and offers a broad range of medical and specialty products.
Education
B.Tech - Mechanical Engineering
Hindustan University
Chennai 02.2009 - 04.2013
Jawahar Higher Secondary Schools
Neyveli, IndiaSkills
- CCaaS Transformation
- Voice Bot Testing
- Conversational AI
- LLM Validation
- CYARA Automation
- IVR Automation
- Contact Center Modernization
- Genesys Cloud / GVP
- Cisco CVP / ICM
- Koreai
- AI Testing Strategy
- QE Leadership
- CTI Migration
- Load & Performance Testing
- Agile Delivery Management
- QuickTestAI
- NLU / NLP Validation
- Prompt Engineering Testing
- Virtual Agent Testing
- Automation Framework Design
- API Testing (Postman, SOAP UI)
- Jenkins
- Jira
- Rally
Languages
English
Proficient
C2
Tamil
Proficient
C2
Telugu
Elementary
A2
Timeline
Lead Consultant
Infosys Technologies Limited
01.2024 - Current
Associate Quality Manager
United Health Group
05.2019 - 01.2024
UAT Automation Test Lead
Cognizant Technology Solutions
02.2017 - 05.2019
Senior Software Engineering / Offshore Test Lead
Accenture Services Private
04.2013 - 02.2017
B.Tech - Mechanical Engineering
Hindustan University
02.2009 - 04.2013
Jawahar Higher Secondary Schools