Moon Chakraborty

Responsible for architecture delivery for a prominent Health Insurance client across multiple workstreams (Billing/Enrollment/Claims/Reporting) during their migration to a future-state platform.

Drove enhancement initiatives for a file-gateway platform, focusing on infrastructure, proactive/reactive monitoring/alerts, and governance. This was crucial to support the additional load as migrations took place from legacy to next-gen platforms.

Developed integration strategies, engaged with cross-functional teams, and provided advisory services to executive leadership.

Managed Billing and Engagement Economics, including proposal development, pricing, invoicing, SOW, and other operational activities.

Developed go-to-market materials in the Enterprise Architecture space under the Architecture practice.​

Conducted analysis and workshops for DBA teams, providing strategic recommendations.

Acted as an agile coach, leading workshops and training for HR teams in healthcare engagements.

Provided strategic leadership in a procurement project for a pharmaceutical client, guiding teams through Agile delivery practices.

Led a team of 12 professionals in delivering innovative features for a mobile platform as a Technical Product Owner for a healthcare provider.

Conducted comprehensive technical evaluations for an agri-business client, delivering current state assessments and future solution options.

Led the implementation of Digital Customer Service solutions, including Call Center applications and customer-facing applications like Live Chat, Chatbot, and Knowledgebase.

Successfully implemented concurrent projects in 59+ countries within 1.5 years.

Led the technology evaluation of 24+ industry-standard Call Center platforms and selected technology for Amway's future omnichannel Global Call Center Application.

Managed technical development efforts for USA-based and Malaysia-based IT teams, improving the Customer Service experience globally.

Collaborated with business stakeholders, enterprise architecture team, regional IT stakeholders, and external technology vendors

Led the development of a global MS Dynamics-based Customer Care solution, integrating MS Dynamics with a self-help portal and an AI-based chatbot solution (MS Bot Framework, LUIS engine) for seamless escalation to live agents.

Extensively worked on Microsoft Dynamics, delivering new features and customizations, and performing data and configuration migration from legacy on-premises MS Dynamics to cloud-based Microsoft Dynamics.

Created Power BI dashboards, developed and deployed MS Dynamics plugins, and collaborated closely with Microsoft to enhance user experience and overall performance of Unified Service Desk (USD).

Executed CRM integrations with IVR/telephony systems for customer service, order management systems, LMS, and various in-house applications.

Contributed to Amway's global eCommerce platform as a web developer. Also, as developed reconciliations for data quality.

Maxis (Malaysia-based telecom client): Collaborated with business and functional owners to identify their needs and formulate user requirement specifications. Worked with 6 to 7 cross-functional teams, facilitating 4+ medium-to-large scale and 15+ small implementations for broadband applications. Received the Client Satisfaction Award for outstanding performance.

Virgin Media (UK-based telecom client): Led 6+ medium-to-large scale and 15+ small scale implementations, including web applications and stand-alone software. Responsibilities included creating solution matrices, estimation plans, authoring technical designs, coding, interfacing with testing teams, providing UAT support, and administering production releases.

NTL (UK-based telecom client): Developed and executed test strategies and test scripts to ensure the quality of the eCommerce website as a QA Engineer.