Puneet Mathur

Driving AI adoption and optimization for NiCE CXone enterprise clients by leveraging AutoSummary, Copilot, Autopilot, Cognigy IVAs, AI Agents, and NLU technologies to enhance contact center performance and deliver measurable CX business outcomes.

Role Highlights:

• Spearheading enterprise-wide adoption of AI-powered AutoSummary tools, driving usage growth toward a target of 18.5 million interactions.
• Acting as a strategic advisor for digital transformation, leveraging IVAs and NLU to support business outcomes including $200M ARR and high CSAT scores.
• Driving AI adoption and consumption by owning customer adoption plans, tracking usage vs contracts, identifying gaps, executing remediation, maintaining scorecards, and recovering risk accounts.
• Translating AI into measurable business value by quantifying operational impact, linking performance to KPIs, and financial metrics, creating executive-ready narratives, supporting QBRs/EBRs, and aligning use cases to growth and efficiency goals.
• Optimizing AI performance by analyzing usage trends and accuracy, collaborating with Product and Engineering on feedback loops, supporting prompt optimization, recommending enhancements, and driving continuous improvement cycles.
• Leading change management and stakeholder alignment by engaging and managers, driving behavioral change, enabling training, simplifying AI concepts for business audiences, and resolving adoption blockers with urgency.

Directed technical enablement and product strategy for SaaS/PaaS platforms to accelerate user adoption:

Role Highlights:

• Strategic Enablement: Led end-to-end technical content development (documentation, videos, in-app guides) integrated into the Product Development Life Cycle (PDLC) to drive feature deployment.
• SME Collaboration: Partnered with Product and Engineering teams to translate complex technical specifications into standardized documentation and training modules.
• Knowledge Management: Established and maintained global Knowledge Base standards, including style guides and best practices, to ensure cross-departmental alignment.
• Leadership & Insights: Mentored curriculum managers on instructional design and presented data-driven Quarterly Business Reviews (QBRs) to leadership.

Created Technical Training for Blue Planet (Software division of Ciena) products for Blue Planet Academy Training

Role Highlights:

• Managed 3 academy training design and development projects on SD-WAN products about Network Inventory, Reconciliation, and Routing products like Blue Plant Inventory from BPI
• Performed design, development (simulations, videos, interactives), and project scheduling activities
• Maintained a shared knowledge base of Guidelines, Best Practices, Lessons Learned, Style Guides, Templates, Graphics Repository, etc.

Revamped courses, designed assessments, ensured quality and compliance, and managed course resources while collaborating with SMEs

Role Highlights:

• Elevated educational excellence in Business and Education programs for 4 Undergraduate and Graduate program courses
• Performed alignment of Learning Objectives, Course Content, and Assessments with precision.

VILT, HTG, QRG, and Job Aid development for ERP (Workday HCM, SAP S/4HANA, and Salesforce) Implementation (Digital Enablement) under Organizational Change Management (OCM), Human Capital Management (HCM) business practice

Role Highlights:

• Developed customized end-user training programs for Salesforce, collaborating with SMEs to ensure content aligns with business workflows and system processes.
• Created role-specific training content for sales teams using Pitcher, focusing on improving platform adoption through interactive, video-based learning materials.
• Developed and integrated blended learning paths using Salesforce Trailhead modules, combining self-paced learning with custom instructor-led sessions for enhanced employee development.
• Performed Change Management Training resource design and development for global audiences consuming training in over 100 countries
• Developed training for 10+ employee personas for global giants across Technology, Healthcare, Logistics, and Supply Chain industries.

Managed instructional design team, content creation, and quality assurance for coding curriculum (Beginner Pod) across WhiteHatJr and Byju's Future School platforms

Role Highlights:

• Reviewed learning content and signed off 1000+ class assets, including Lesson Plans, Class Summaries, Projects, and Visual Aids.

Directed multi-lingual (English, Hindi, Sanskrit) K-12 educational content projects across global curricula, including CBSE, ICSE, and IB.

Role Highlights:

• Quality-reviewed 6+ subjects across KG–12 in three languages.
• Trained instructors on online teaching best practices and delivered educational video lectures.
• Managed cross-functional SME teams and stakeholder communications for design and development projects.
• Directed the production and development of 100+ 2D and 3D educational videos.

Managed procurement operations, cost savings, and global supplier relationships in CoE Team, handling both, MRO spot and inventory purchasing (RFQ to PO to Order follow-up)

Role Highlights:

• Categorized and enriched Catalog Data based on over 50,000 UNSPSC codes
• Managed Vendor pool of over 1500 suppliers
• Successfully mitigated cost increases by over USD 1 million annually.

Provided Vehicle Information services to US-based automotive clients collaborating with dealerships and repair shops across US, managing enrollment, data extraction solutions, and ensuring timely data delivery

Role Highlights:

• Successfully managed daily data feeds for 3 clients
• Managed a team of 32 data extraction support staff
• Performed client, dealership, and repair shop coordination with 100+ calls and emails on daily basis.

Managed quality sample collection, analysis, and testing for Nokia devices, including error reproduction, logging, firmware updates, and dispatch to Nokia Care centers

Role Highlights:

• Visited over 3 Nokia Care Centers every day in NCR
• Collected 10+ quality samples of DUTs (Device Under Test) every day.

Leveraged the Nexidia speech analytics platform to perform high-impact analysis of multi-channel contact center interactions, focusing on intent recognition and performance optimization.

Role Highlights:

• Interaction Analytics: Analyzed and categorized voice and chat interactions by identifying key intent patterns and utterances to enhance automated classification and interaction mapping.
• Performance Optimization: Evaluated agent performance and behavioral trends through data-driven insights, delivering actionable recommendations to improve operational efficiency and customer experience (CX) outcomes.

Delivered expert technical voice support for AT&T’s US-based residential and enterprise clients, managing high-speed internet infrastructure and end-to-end connectivity solutions.

Role Highlights:

• Provided real-time troubleshooting through inbound voice support, resolving complex hardware and configuration issues for routers, hubs, and repeaters.
• Streamlined technical operations by coordinating on-site technician dispatches and field repairs to minimize downtime for business and domestic accounts.
• Ensured consistent service delivery and technical resolution for high-volume US accounts, maintaining rigorous performance and quality standards.