EXPERIENCE

🎓 Education

Rutgers University

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🤖 Conversational AI

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HCLTech

  • March 2025 - Present

    • Pioneered the future of conversational generative AI by codifying best practices that shape how generative AI is deployed in conversational enterprise experiences, establishing industry-defining methodologies, creating foundational frameworks, and promoting ethical and responsible interaction across multiple sectors

    • Crafted generative AI interactions through knowledge source strategizing, response auditing, and prompt engineering to support scalable, context-aware enterprise IVRs

    • Transitioned legacy deterministic IVR systems built in Nuance Mix and Nuance Application Studio to scalable hybrid architectures within Microsoft Copilot Studio, integrating generative AI for dynamic interactions alongside static, rule-based IVR flows

    • Built enterprise Fortune 500 IVR solutions for industry verticals, including major U.S. pharmaceutical, financial, and retail companies and services

Microsoft

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  • August 2023 - March 2025

    • Designed enterprise-grade conversational IVR solutions for Fortune 500 clients across diverse sectors including parcel, pharmaceuticals, financial services within Microsoft Dynamics 365 Contact Center

    • Led large‑scale initiatives, including a pharmaceutical IVR supporting 438M+ annual calls and an ADA‑compliant financial IVR achieving 94.92% DTMF authentication success

    • Enhanced NLU models to better interpret human intent and optimized persona driven prompts and conditional logic to align with business goals and elevate user experience

    • Conducted sentiment analysis and performance reviews to improve containment rates and customer satisfaction reducing reliance on live agents on self-service functionality, and enhancing customer satisfaction score (CSAT)

    • Conceptualization of GroupMe’s topic and pin message features (now live in Microsoft GroupMe and Microsoft Teams)

Nuance Communications

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  • September 2022 - July 2023

    • Designed deterministic user journeys through sample dialogs, call flows, conditional logic, reusable components, voice talent coaching, auditory cues, and prompt verbiage matching the system persona to outline function specifications with clients

    • Analyzed performance metrics and offered consulting expertise recommendations within specific industries to increase caller satisfaction and containment rates

    • Partnered with B2B stakeholders to translate, refine, and prioritize user stories, ensuring that feature definitions and development met business needs and supported scalable product outcomes and goals

    • Created conversational experiences for major U.S. enterprise IVRs within the Fortune 500, including within the utility and insurance sectors

  • May 2022 - August 2022

  • May 2021 - August 2021

JISEKI Health

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  • January 2021 - October 2021

    • Designed digital prototypes for the contact center platform used by 120,000+ users (agents, nurses, and customers) to provide affordable, virtual healthcare services (B2C market)

    • Created conversational chatbot call flows that provide instructions for 80,000+ at-risk individuals in need of self-test illness-related kits

    • Collaborated with cross-functional teams to propose and present weekly UX artifacts and solutions to communicate complex features and functionality challenges using data-driven insights in order to ensure alignment and consensus

    • Regularly researched, tested, and refined prototypes to optimize usability, accessibility, and overall user experience

UNAR Labs

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  • May 2020 - August 2020

    • Led user research with qualitative and quantitative methods to gather data on accessibility needs through focus groups, user interviews, surveys, and publicly available statistics related to accessibility, to draw inferential conclusions

    • Designed an innovative and accessible iOS application that incorporated multi-sensory elements and haptics, working in conjuction with Apple Voiceover to enhance usability and engagement for teenagers with visual impairments studying for the SATs

    • Synthesized insights into actionable UX documentation, including personas, user journey maps, low-fidelity wireframing, and high-fidelity prototypes aligned with accessibility benchmarks

    • Optimized designs within the product development lifecycle through feedback evaluations

NeuraFlash (part of Accenture)

  • March 2025 - Present [STARTING SOON]

    • Design conversational speech systems, leveraging Agentic AI and Natural Language

    • Understanding systems from AWS and Salesforce, for customer service automation

    • Craft the capabilities, user experience, and persona of automated interactions being delivered across voice, chat, SMS, and email channels

    • Lead requirement gathering, ideation workshops and client design sessions

    • Contribute to enterprise customer engagement strategies, from a design and customer behavior perspective

    • Incorporate high-level business goals into actionable, clear, and well-structured experience designs, that can be used by development or implementation teams to create solutions

    • Create client-facing deliverables with a specialized focus on conversational interaction and experience

    • Analyse interaction data to identify opportunities for automation where our customers will see the most value, and make data-driven experience improvement recommendations

    • Work with solution architects, engineers, and QA testers throughout the project lifecycle to validate that the final product achieves the design objectives

    • Support customers in the adoption of Amazon Connect automation solutions, ensuring successful interactions for end-users, and positive outcomes for NeuraFlash clients

⭐ Certifications & Training

Google Cloud

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  • November 2025

    • Articulated the capabilities of generative AI and how they benefit organizations

    • Understood how to leverage Gen AI and Google Cloud for organizational transformation

    • Learned about generative AI and gained practical experience by completing hands-on exercises using tools like Gemini Advanced, NotebookLM, and Google AI Studio

    • Verified certification: https://www.credly.com/badges/9daa33e3-fbda-4d83-96ce-3df14c1c0186/public_url

  • January 2026

Salesforce

  • March 2026 [IN PROGRESS]

    • Engaging stakeholders in discussions on Agentforce, and identifying opportunities and challenges for Agentforce-driven business improvements

    • Designing and configuring AI agents by using standard topics, custom topics, standard agent actions, and custom agent actions

    • Identifying appropriate use cases for Prompt Builder, managing prompt templates, and understanding grounding techniques

    • Using Agentforce Data Library to enhance agent response accuracy and personalize interactions

    • Understanding how Data Cloud retrievers ground agent responses with structured and unstructured data

    • Understanding the deployment lifecycle, including testing AI agents using Agentforce Testing Center and deploying them from sandbox to production

    • Monitoring agent adoption and ensuring user security

    • Understanding interoperability with Model Context Protocol (MCP), agent-to-agent communication, and the Agent API

    • Verified certification received after proctured exam

📚 Teaching

Rutgers University

Rutgers University logo.

  • May 2022 - August 2024

    MBS: Design Innovation (16:137:529)

    • Managed and designed the course structure in an organized, easy-to-follow methodology for students to navigate throughout the semester, communicating the latest up-to-date course material to 75+ students in a timely and clear manner via emails, announcements, and organized course modules on Canvas

    • Graded over 700 assignments by providing constructive feedback on student assignments and engagement to ensure high-quality deliverables and encourage learning and development

    • Guided students through the end-to-end design thinking process by helping them generate entrepreneurial concepts, develop user-centered prototypes, and craft compelling business pitches grounded in real-world problem solving

    • Attended online, synchronous course lectures to maintain a current understanding of course content and to provide in-class support to the instructor

    • Articles about my impact:

🏅 Recognition

Microsoft

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🛠️ Toolbox

Microsoft Copilot Studio

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Nuance Mix

Nuance Application Studio

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StackAI

Figma

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Microsoft Visio

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Voiceflow

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Google Dialogflow CX

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Canva

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Miro

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Balsamiq

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Optimal Workshop

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Lucidchart

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UserTesting

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Salesforce Agentforce

Amazon Lex

Amazon Connect

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