Anshul Chhabra
Jersey city,New Jersey
Summary
Specialist in AI and CX transformation, leveraging a broad range of consulting experience to drive successful engagements for top-tier clients. Skilled in AS-IS assessments, platform benchmarking, and architecting advanced solutions that enhance customer service efficiency and deliver measurable ROI.
Overview
16
16
years of professional experience
1
1
Certification
Work History
SAVP - CX Engagement Lead (Consulting & Transformation)
EXL Service
05.2022 - Current
- Led consulting engagements for AI-driven CX transformations across Fortune 100 sectors
- Facilitated CXO workshops, aligning stakeholder vision to ensure transformation success.
- Prioritized use cases to enhance services in healthcare, finance, and retail sectors.
- Architected agent assist solutions for improved performance via real-time insights.
- Conducted assessments on interaction volumes, journey mapping, and KPI baselining
- Spearheaded AI-driven CX projects for Fortune 100 clients in diverse industries
- Aligned stakeholder vision through workshops, ensuring transformative delivery success
- Crafted value propositions to unify executives around strategic visions and goals.
- Designed future-state architectures integrating advanced AI technologies for CX enhancement
- Determined key use cases to optimize service functions within healthcare, financial, manufacturing, retail and utilities domains
- Implemented agent assist tools to boost performance through immediate actionable insights
- Evaluated operational metrics such as interaction volume, intent discovery, and KPIs
- Compare platform capabilities among leading CX solutions and LLM frameworks
- Orchestrate comprehensive AI-driven CX initiatives for top-tier global clients
- Guide transformation workshops to synchronize stakeholder objectives with execution plans.
- Formulate clear ROI cases to align executive leadership on transformation strategies.
- Identified critical use cases for optimizing banking and healthcare service operations.
- Devise agent support systems enhancing performance through real-time feedback mechanisms.
- Assess current-state processes, mapping journeys and establishing baseline KPIs.
Group Manager - UCC Consulting & Solutioning
HCL Technologies
10.2018 - 05.2022
- Crafted ROI-driven proposals integrating UCC modernization and automation strategies to meet client needs
- Led transformative solutioning for large RFPs, enhancing client engagement strategies
- Designed scalable architectures and managed services models to support organizational growth
- Service-desk ticket automation solutioning using Bots
- Proactive monitoring and self-heal solutioning using Bots
- Commercial modelling for UCC managed services solutions
- 100+ RFPs handled
- Solutioning included- Cisco and Microsoft architectures, SIP integrations, Physical devices setup, Global delivery model setup, procurement
- Solution presentation to CXOs
- Commercial negoations and crafting win proposals
Collaboration Consultant
Cisco Systems
01.2016 - 10.2018
- Delivered enterprise transformation programs for FedEx, H&M, Citibank
- Migrated legacy systems to Cisco collaboration platforms, enhancing communication capabilities
- Developed architecture for voice gateways and SBCs to support seamless integration and improved user experience
- Hands-on migration and cutover of legacy sites to newly built and provisioned UCC infrastructure
- Technical implementation and support for- SBCs, Voice Gateways, Call Managers, UCaaS, Expressways, Voicemail and Video Integrations
- Co-developed audit tool
Problem management expert
Orange Business Services | Capgemini Engineering (Aricent)
03.2014 - 12.2015
- Provided L3 support and implemented telephony, contact center and third-party integrations
- Implemented- SIP, SBC, Voice Gateways, Call manager and Voicemail servers, dial-plan, Routing, Configurations on Cisco and Microsoft solutions
- Managed technical escalations
- Contributed innovative ideas and solutions to enhance team performance and outcomes
Network Engineer
Capgemini
11.2010 - 03.2014
- Monitored network performance, identifying and addressing issues to maintain optimal VoIP operation.
- Configured, maintained and monitored VoIP network components such as gateways, PBXs, routers, switches and firewalls.
- Troubleshooted complex VoIP problems related to call routing, voice quality issues and other telecommunication systems.
- Resolved customer complaints regarding voice quality and dropped calls, enhancing user experience by rectifying equipment and configuration errors.
- Performed regular system upgrades and patching activities on the VoIP network infrastructure.
- Designed VoIP systems to improve communication efficiency.
- Implemented security measures to protect the integrity of the VoIP network from external threats.
- Developed detailed documentation of the VoIP network architecture, including diagrams of all hardware and software components.
- Documented procedures related to installation, maintenance and troubleshooting of VoIP solutions.
- Analyzed call detail records data to detect any irregularities or anomalies in the system performance.
- Conducted capacity planning based on usage patterns and future growth projections, ensuring VoIP network scalability and reliability.
Education
B.Tech - Computer Science & Engineering
MDU Rohtak
Rohtak, IndiaSkills
- CX strategy and transformation
- Advisory services
- To-be architecture
- Gap analysis
- Industry-specific CX solutions
- Deterministic and agentic AI
- Agent assistance
- ROI modeling and business case development
Websites
Positioning
CX / AI Transformation Consultant | Healthcare Contact Center Modernization | Strategy to Execution
Awards
- Gold Stevie Award - AI in Contact Centers (EXL)
- Early Trailblazer - EXL
- Sales Hero - HCL
Core Expertise
- CX Strategy, Advisory & Transformation (specialization in US Healthcare and Banking Capital Markets)
- AS-IS Assessment, Gap Analysis & Benchmarking
- TO-BE Architecture (Conversational AI, Agent Assist, Omnichannel)
- Deterministic vs Agentic AI | Intent Modeling | NLU Design
- LLM Ecosystems (Gemini, Open LLMs, EXL Proprietary Models)
- Healthcare CX: Member & Provider Services
- ROI Modeling, Value Case & Business Case Development
- Platforms: Google CCAI (Dialogflow), Genesys, Cisco UCC, AWS, Amelia
Personal Information
Relocation: Open to Relocation
Certification
- CCIE-Collaboration
- Google CCAI
- Amelia.AI
Timeline
SAVP - CX Engagement Lead (Consulting & Transformation)
EXL Service
05.2022 - Current
Group Manager - UCC Consulting & Solutioning
HCL Technologies
10.2018 - 05.2022
Collaboration Consultant
Cisco Systems
01.2016 - 10.2018
Problem management expert
Orange Business Services | Capgemini Engineering (Aricent)
03.2014 - 12.2015
Network Engineer
Capgemini
11.2010 - 03.2014
B.Tech - Computer Science & Engineering
MDU Rohtak