Amway - Digital Customer Services
Solution Architect & Technical Lead
January 2019 -till date
With a dual role of Technical Lead and Solution Architect, I am responsible for establishing the right technical framework, services and mechanism to effectively deliver the future-state Customer Service Solutions in Amway globally. I am also responsible for leading the development and deployment effort for the solution globally. Already the solution has been successfully deployed in 3 countries in North America and will be deployed in rest of the world by 2021.
Amway - Global Customer Care
Jan 2015 - Dec 2018
Led the technical development effort for delivering Amway's global customer care solution by customizing Microsoft Dynamics. Also led successful rollouts of the Customer Care solution in multiple countries across the globe. I was responsible for partnering with Microsoft, Oracle RightNow and other technology partners for continuous feature development and enhancements. Other responsibilibities included mentoring/leading Malaysia-based and USA-based delivery teams, partnering with cross-functional teams, license management etc.
Amway - AI-based Chatbot & Knowledgebase
July 2017 - Dec 2018
Led the development effort for Amway's knowledge base self-help portal and AI-based chatbot solution (MS Bot Framework, LUIS engine) with a seamless escalation to live agent. Delivered custom insights based on analytics requirements.
IBM - Maxis (Malaysia-based Telecom client)
January 2015 -till date
Liaised with business and functional owners of Maxis to identify their business needs to formulate user requirement specifications. Interfaced with 6 to 7 cross-functional teams and facilitated 4+ medium-to-large scale and 15+ small implementations for broadband applications. Won Client Satisfaction Award.
IBM - Virgin Media (UK-based Telecom client)
September 2006- July 2009
Worked on 6+ medium-to-large scale and 15+ small scale implementations, including web applications and stand-alone software. Responsibilities included creating a solution matrix, an estimation plan, authoring technical design, coding, interfacing with testing team, UAT support and administering production releases.