Ponnusamy Mani
Jacksonville
Summary
Technical Lead/Architect with over 15 years of experience in enterprise software development, specializing in customer servicing platforms. Experienced in modernizing agent-facing applications for high-volume contact-center operations. Currently leading NICE Nexidia and Agent Assist initiatives, enabling advanced IVR context, real-time voice-to-text transcription, and actionable customer insights to improve agent effectiveness. Skilled in microservices architecture, RESTful APIs, and secure enterprise integrations, with hands-on leadership of a team delivering compliant, scalable solutions in regulated financial environments.
Overview
15
15
years of professional experience
Work History
Technical Lead
Tata Consultancy Services
Jacksonville
12.2025 - Current
- Agent Assist: Lead the technical team supporting Agent Assist, an application leveraging real-time customer and agent voice-to-text transcription to enhance agent effectiveness by providing pre-call IVR summaries, live call transcription, and real-time customer intent insights to reduce after-call work (ACW).
- SaaS Migration Strategy: Leading the migration of the NICE Nexidia on-premise voice analytics platform to a vendor-managed SaaS solution. Which helps Citi save $3 to $5 million.
- Secure Cloud Connectivity: Working on secure B2B connectivity between Citi-managed Engage servers and the NICE Nexidia Cloud, utilizing Equinix Fabric B2B circuits for secure data transmission.
- Cross-Functional Collaboration: Partner with internal Citi data and Nexidia Cloud analytics vendor teams to enable secure SQL-based access from the Nexidia SaaS environment to internal Citi reporting tools.
Technical Lead/Architect
Tata Consultancy Services
Jacksonville
01.2018 - 11.2025
- Designed and architected the One Hub CRUD system, a suite of microservices that streamlines connectivity between Citi's retail applications and diverse backend systems. Leveraging flexible data modeling, these microservices enable seamless connections to key platforms such as UCD, FUSION, Olympus, and Core Services. Additionally, they integrate with critical systems like Fiserv, S4, and HIT. Currently, I oversee the management of 25+ microservices within this ecosystem.
- APIGEE Onboarding: I've been actively involved in a proof of concept (PoC) for migrating from CRUD-SSG-FISERV to CRUD-APIGEE-FISERV via the B2B line.
- Architected Fiserv REST communication: Designed and implemented end-to-end Fiserv REST communication through the SSG (Security Services Gateway).
- Configurable microservices: Designed services that are configurable, enabling seamless integration of new APIs without requiring code modifications.
- Dual MQ and REST Integration: Developed the One Hub CRUD system, seamlessly integrating both MQ (Message Queue) and REST callouts to Fiserv. Microservices efficiently handle requests for both communication channels.
- Java Migration: Successfully migrated all services from Java 8 to Java 17, ensuring compatibility, and leveraging the latest language features.
- Cloud Migration: Transferred services deployed over Pivotal Cloud Foundry (PCF) to OpenShift, enhancing scalability and flexibility.
Microservices Developer
Tata Consultancy Services
Guadalajara
01.2016 - 01.2017
- The CRS Partner Screen is a browser-based application that offers specific CRS partners (including Sears, Best Buy, Home Depot, etc.) a read-only user interface with controlled access to specific information on the First Data Resources (FDR/Fiserv) host. This data supports functions such as fraud/loss prevention, disputes/chargebacks, and misapplied payments for managing and researching customer accounts.
- End-to-End Data Design: Meticulously designed the entire data flow, orchestrating communication between the domain layer, ESB, MQ, and the FDR/Fiserv backend. Integrated our services with the Platform Security Gateway (PSG) for enhanced security. Successfully onboarded our services to the IBM API Gateway, ensuring seamless access for partners.
- Security Measures Using JWT Access Tokens: Prioritized security by integrating JWT (JSON Web Tokens) for authentication and authorization.
- User Entitlement Management with Oracle Database: Managed user entitlements effectively by utilizing an Oracle database for partner-specific access information.
- Onboarding Partner Organizations: Facilitated seamless partner onboarding by creating a dynamic table for enabling different partners' access to the application.
- Cloud Deployment to Pivotal Cloud Foundry (PCF): Ensured smooth deployment to the cloud by orchestrating the process to PCF.
Java Developer
Tata Consultancy Services
Chennai
01.2014 - 01.2015
- Developed Java server-side programs for online portal application TNREGINET (Tamilnadu Government Registration Department) that provides various e-services related to property registration, deeds, documents, marriages.
- In my role as a developer, I actively collaborated with TN government officials to:
- Understand Precise Requirements: Through in-depth discussions, I gained insights into their specific needs and pain points.
- Conduct Real-World Case Studies: Rigorous analysis of real scenarios informed our decision-making process.
- Iterate and Refine: Weekly reviews allowed myself to promptly incorporate their feedback and fine-tune the application.
- Enhance Accuracy and Relevance: Their corrections and insights ensured that TNREGINET met the highest standards.
C++ Developer
Tata Consultancy Services
Chennai
01.2011 - 01.2013
- Developed C++ components for the Strategic Service Architecture (SSA) within the Retail Private Label Integrated Desktop (RPLID) application.
- Component Design and Implementation: Designed and coded C++ components that aligned with the SSA's architecture and RPLID's requirements. Ensured adherence to best practices, modularity, and maintainability.
- Integration with Existing Systems: Integrated C++ components seamlessly into the existing legacy RPLID application (VB. NET). Collaborated with other teams to ensure smooth communication between different modules.
- Performance Optimization: Profiled and optimized critical sections of the code for efficiency. Addressed bottlenecks and improved overall system performance.
- Error Handling and Resilience: Implemented robust error handling mechanisms within the components. Ensured graceful recovery from failures and minimized application downtime.
- Testing and Quality Assurance: Conducted thorough unit testing the components. Verified correct behavior and compatibility with other RPLID features.
Education
Bachelor of engineering -
Velammal Engineering College
05.2010
Skills
- Java development (8 and 17) and Spring framework
- Microservice architecture
- RESTful API design
- Telephony and IVR systems
- B2B circuit connections
- APIGEE gateway management
- Event-driven architecture
- SQL database administration
- Hibernate ORM integration
- Containerization with Docker
- Orchestration using Kubernetes
- OpenShift deployment strategies
Timeline
Technical Lead
Tata Consultancy Services
12.2025 - Current
Technical Lead/Architect
Tata Consultancy Services
01.2018 - 11.2025
Microservices Developer
Tata Consultancy Services
01.2016 - 01.2017
Java Developer
Tata Consultancy Services
01.2014 - 01.2015
C++ Developer
Tata Consultancy Services
01.2011 - 01.2013
Bachelor of engineering -
Velammal Engineering College