Arpita Bhattacharya

WORK HISTORY

EDUCATION

ABOUT ARPITA BHATTACHARYA

Visionary technology leader with a proven track record in omni-channel contact center innovations and driving enterprise-scale quality assurance strategies. I spearhead technology for Contact Centre at Canada Life, enabling AI-powered innovation that is transforming customer and agent experiences. I led the strategic overhaul of contact centre platform from modernization to transformation — delivering measurable impact through AI and operational excellence like: 94% reduction in Average Wait Time 10% reduction in Average Handle Time AI-driven contact summarization Roadmap for accessible, conversational AI capabilitiesWith a data-driven, agile mindset, I focus on empowering users and modernizing service delivery —blending engineering, automation, & digital assurance to shape the future of customer engagement. Recognized for thought leadership, I’ve presented at multiple conferences sharing insights on enterprise transformation, cloud assurance, and innovation at scale.Results-Driven | Customer-Centric | Strategic Delivery Leader | AI Leadership and Enablement | Driving Business Value | Trusted Partner | Thought Leader | People-First Team Builder | Problem Solver | Decisive Leader | Advocate for Quality Engineering | Digital and Product Assurance | QEA Transformation | Agile Enablement | DevOps Excellence | Innovation Champion | Automation & Emerging TechnologiesMy Mantra - Solving complex client challenges through disruptive, tailored solutions Driving right-sized transformations with deep market and customer insight Championing KPI-led delivery (Measure it to manage it) for measurable quality and maturity Building strong relationships through communication and thought leadership Empowering high-performing teams to deliver best-in-class outcomesMy Experience -#~20 years of IT leadership in the financial sector, managing $130M+ and $200M+ transformation across AWS, Amazon Connect, Guidewire, data migration, ECM, and modernization initiatives.# Led strategic implementations for Canada Life, RSA, and MassMutual, including customer experience, regulatory integrations and M&A transitions.# Proven success in business development, winning large-scale digital transformation and optimization engagements through client-centric solutions.#Trusted advisor to C-level executives, driving strategic roadmaps, governance frameworks, and cross-geo team leadership for 150+ professionals.# Passionate about solving client problems through disruptive thinking, metrics-driven execution, and industry-aligned transformation strategies.