RUCHIKA GROVER
Summary
- 8+ years in product management across SaaS and Telecom at Cisco, Uniphore, and Exotel Techcom, driving innovations in Conversational AI, Chatbots, IVR, and Virtual Agents.
- Led product lifecycle management, scaling 0-1 products and driving revenue with Voicebots, API integrations and CCaaS technologies.
- Awarded for cost savings and 25% platform adoption growth through UI enhancements and AI-driven automation.
- Expert in data-driven decision-making, leveraging LLMs and NLP to transform customer needs into scalable AI solutions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Product Manager 2,
Uniphore
05.2024 - Current
- Defined product vision and strategy for Onboarding & Access Management, driving adoption with Verizon & JPMC
- Optimized platform with role-based access, IdP sync, and instant provisioning, reducing onboarding time by 40%
- Delivered key IAM features—self-service password reset & account lockout—cutting authentication support tickets by 25%
- Implemented zero-trust security with granular scoping and guardrails, enhancing security & preventing unauthorized access
- Led customer and sales feedback sessions, including Golden Demos and MVP evaluations, refining the roadmap and increasing feature adoption by 10%
- Ensured PCI-DSS & BCP compliance, achieving 100% audit score with Infosec team
- Implemented API rate limiting for User Management, maintaining 99.99% uptime
- Conducted monthly strategy reviews, improving cross-functional alignment on vision, milestones & platform goals.
- Partnered with sales, engineering and delivery teams to enhance access management, boosting retention by 5%.
Product Manager,
Exotel Techcom
03.2021 - 01.2023
- Managed Voice Platform – API Calling & Voicebot Solution that served as the base for 500M traffic with INR 120M revenue
- Launched Streaming Product by understanding customer needs and creating product-market fit with an ARR of INR 60M
- Conducted qualitative and quantitative market analysis with customer interviews, competitor analysis, and industry trends to develop clear insights for growth opportunities
- Engaged in discussions with C-Suite executives to shape project alignment with the company's strategic vision and goals
- Evolved Product Roadmap by incorporating new ideas required by clients and sales teams that aligned with product vision
- Managed end-to-end product lifecycle from ideation to launch and SDLC of Voicebot within a challenging 2-month deadline
- Collaborated with SMEs to provide feature demonstrations and authoring documentation (PRD) in Confluence/WordPress
- Deployed Agile frameworks (Scrum & Kanban) for product backlog refinement into epics and user stories on Jira for sprints.
- Increased Platform API adoption by 25% by identifying gaps, reiterating, and adding new features for top 10 clients
- Increased engagement by delivering 70+ features for clients in collaboration with Developers, Testers, and UI/UX team
- Evaluated potential partners to solidify value proposition for AI-integrated solutions, generating new revenue streams
- Tailored the solution with a user-centric approach, enabling the onboarding of 3 AI partners – Skit, Uniphore, and Saarthi
- Enabled encryption-based 123UPI Payment with a superlative user experience in line with PCI-DSS compliance
- Collaborated with the GTM team for marketing positioning and monitored branch performance using Grafana & Quicksights
- Improved Call Connectivity for top clients by strategic feature prioritization, enhancing efficiency from 82% to 95%
- Reduced operational costs by 30% by optimizing channel concurrency in the new product launch
- Tracked customer lifecycle and enhanced Call Pickup Rate by 15% by reducing call connection delay
Product Consultant,
Cisco Systems
01.2015 - 02.2021
- Collaborated with engineering to improve customer experience with network redesign, reducing downtime by 25%
- Built a strategic contingency plan and recovered system operations within a stringent 2-day deadline
- Designed and developed monitoring solutions with the product analytics team for customized client networks.
- Elevated retention rate by 5% as part of the EPIC team, handling top global accounts
- Managed coordination between clients, senior managers, and engineers for smooth operations
- Implemented dynamic resource allocation, enhancing service levels across teams.
- Resolved a critical global network outage, retaining a $2M Technical Services contract
- Executed Root Cause Analysis, conducting log data analysis and issue simulations.
- Resolved a high-critical Regional Risk issue, earning appreciation from senior leadership
- Led a team of 20 engineers, ensuring timely solution delivery and issue resolution.
- Collaborated with project and product managers for continuous improvement and faster resolutions
Education
MBA - Information Management
SPJIMR
Mumbai03-2024
B.Tech - Electronics & Communication Engineering
ITM University
Gurgaon05-2015
Skills
- Product strategy
- Design thinking
- Go-to-market strategy
- Product lifecycle management
- Prioritization and execution
- Product metrics analysis
- Data-driven decision making
- Competitive analysis
- User experience optimization
- A/B testing
- Stakeholder management
- Roadmap development
Certification
- CCNA
- CCNP
- ITIL v4
- Microsoft Azure
- Product Management 101
Timeline
Product Manager 2,
Uniphore
05.2024 - Current
Product Manager,
Exotel Techcom
03.2021 - 01.2023
Product Consultant,
Cisco Systems
01.2015 - 02.2021
MBA - Information Management
SPJIMR
B.Tech - Electronics & Communication Engineering
ITM University
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