Rajesh Sahu

Background

About Rajesh Sahu

Currently working as Sr. IT Manager, leading the Digital Channels and Contact Center Technologies for PSEG. Total 14 years of extensive experience working in IT with various utility companies across the global; ensuring solutions delivery for Digital Channels, Contact Center transformations(CCaaS), Digital & AI Enablement and incredible Customer Experience.Enthusiast about Cx, motivated to enable digital and AI transformations for customers and contact centers. Most recent work includes implementation of CCaaS solutions - NICE CXone and Omilia Conversational AI, and Digital enablement using Sitecore solutions.Proficiency in Product Management and Solutions Architecting for Contact Center technologies, Digital Transformations, Service Delivery & Presales, and CRM Solutions & Contact Center Support, and experience working with C-level executives and clients.Solutions Architecting for Contact Center –> CCaaS implementation (NICE CXone and Omilia Conversational AI), Voice Biometrics, Agent Assist, Omni Channel enablement, Co-Pilots, Improved IVR Containment & CSATDigital Transformation –> Contact Center Transformations, Digital Service Desk, On-Prem to Cloud migration, Machine First Delivery Model, Utilities Business transformations, Agile Delivery (Scrum & SAFe) & DevOpsService Delivery & presales–> Application service delivery, Critical incident management, Business Continuity Planning, Managed SLA & Contractual Agreements, ITSM practices, Cyber and Regulatory compliance, Led governance meeting, Helped business grow, Led Automations & Continual Improvements, RFP responsesCRM Solutions & Contact Center Support –> Dedicated point of contact for call center, Led day-to-day production support activities, Continual Improvements, Initiated Roadshows, Implemented milestone projectsCertifications- ITIL v4 - Professional Scrum Master I (PSM I)- Certified SAFe Agilist - Certified Agile Coach - SAP Application AuditingKey technologies & Tools –> SAP ISU/CRM, SAP ECC, SAP ABAP, NICE CxOne, Omilia IVR, Sitecore, Salesforce, Service Now, IVR, CIS, JIRA, Confluence, MS.