Naveen Hiraskar

Software Engineering Manager at Dow Jones (News Corp) for Identity platform serving WSJ , Barrons, MarketWatch and Factiva. Real Time Distribution Platforms. Experience with scalable systems data pipelines.

• Leading a team of senior engineering managers and engineering leads(Java Developers), providing real-time information News and economic events. Overseeing their day-to-day activities, performance evaluations, and career development initiatives.
• Successfully executed a multiyear technology strategy aligned with organizational objectives, driving innovation and efficiency in software development processes.
• Implemented robust risk management protocols to identify, assess, and mitigate potential risks throughout the software development lifecycle, ensuring project timelines and quality standards were met and increasing uptime by 99.999%.
• Managed departmental budgets effectively, optimizing resource allocation and expenditures to achieve maximum ROI while meeting project deliverables and timelines.
• Recognized for spearheading a cost-saving initiative by migrating from on-premises infrastructure to AWS cloud, followed by a rightsizing strategy within the cloud environment. This initiative involved meticulous planning, seamless migration execution, and ongoing optimization efforts to maximize cost-efficiency while maintaining high performance and scalability.
• Spearheaded vendor management initiatives, collaborating with software vendors to identify and evaluate software solutions best suited for organizational needs, negotiating contracts, and ensuring seamless integration within existing systems.
• Effectively manage global teams located in São Paulo, Brazil; London, Barcelona; Mexico; India; and Sofia, Bulgaria, overseeing their day-to-day activities, fostering collaboration, and ensuring alignment with organizational objectives.

Engineering Manager-Contact Center Technologies:
• Provide vision and guidance for Enterprise Voice development team and collaborating with the Product and Program Managers to develop a long-term and achievable estimates.

• Led the team of software engineers and other engineering managers to architect, develop and deliver the best contact center technology solutions.
• Successfully led the customer experience project to handle the situations through social media and SMS channels.
• Successfully led the Integration the social media WhatsApp and Twitter into the IVR by RESTful APIs.
• Successfully led the team in developing API endpoint that delivers customers Satellite, Gateway & Beam details for the IVR to do all the calculations like modem details, speed of Internet, FAP or any video throttling for all on-demand spins which increased the agent efficiency.
• Scaled Messaging API from peaks of 2500 requests per second to peaks of10000 requests per second.
• Awarded for successfully increasing the efficiency of the IVR system by identifying key areas for improvement and driving the team to automate frequently asked questions (FAQs) within the IVR framework.
• Spearheaded the development of an in-house software solution to convert contact center calls to text format, enabling sentiment and quality analysis. Collaborated closely with interns from the University of Maryland to execute the project, overseeing the entire development lifecycle from conceptualization to implementation. This innovative solution not only enhanced operational efficiency but also provided valuable insights into customer interactions, leading to improvements in service quality and customer satisfaction.

• Provided leadership and vision for the IT department include strategic planning of information systems.
• Developed strategic direction for the information systems plan including technology deployment plans and departmental budgets.
• Primarily responsible for the custom app development for JP Morgan ChaseConsumer Cards business which provided intelligence to the voiceapplications.
• Designed and implemented the IVR system for the Consumer Cards.
• Created and designed the outbound service flows in CCXML for the collection group.
• SMS integration.
• Skill based routing designing which involves the call to route to the bestskilled agent to handle the queries of the customer.
• Designing the routing points which delivers the call from the carrier to the IVRand then passing the data to the Agent if the call is delivered to the bestresource and at the same time delivering the voice path.
• Managed the migration of the voice applications from Genesys to AspectPlatform.

• Senior IVR Apps programmer responsible for developing call flows for the Mortgage business of Bank of America.
• Honored with Bank of America “Best Project Award” in 2012 in recognition of outstanding project results for CRM and CFPB (USA Govt. Project).
• Created an internal dashboard for the team to scale the issues handled on customer satisfaction, proactively addressing the problems before it turned into a major P1 issue.
• Working on issues like services down and fixing them. Making sure systems are up and running by checking the primary in the Aspect environment.
• Root cause analysis for any service outage issue.

• Developed detailed call routing designs of the HSBC UK Bank holdings.
• Successfully migrated Marks and Spencer’s call centre Data Center to Manchester city for HSBC,other business includes First Direct, Promise to pay, Settlement and Reconciliations, Fraud, Card Payments/processing.
• Designed both high- and low-level Business/Target Operating Models for project implementation and change management. This involves designing/reengineering End to End Payments Operational Processes and implementing changes to existing work flows.
• Produced transitional business processes, service catalogues, cutover (go &no go) requirements documentation, schedule of events, and scenario cases.
• Involved in designing and implementing the new Payments solution model while working and conducting walk throughs with both internal and external stakeholders.
• Managed Service Management modules and incorporated them within the telephone banking contact centers for both M&S and HSBC bank.
• Involved in analyzing voice technical architecture while incorporating both technical and operational solutions which includes producing test case
• created the documents for the voice and contact centre infrastructure platform (VCCI).