Bharath Shet

WORK HISTORY

EDUCATION

ABOUT BHARATH SHET

As a Project Manager in the Fintech services industry, I specialize in delivering secure, compliant, and customer-focused On Prem, Hybrid and cloud contact center solutions that enhances both customer experience (CX) and operational performance that meets the highest standards of compliance, reliability, and experience.With over 8 years of experience, I’ve led the successful transition projects of legacy systems into modern cloud-based CCaaS platforms such as Genesys Cloud CX, Five9, and TCN, driving both cost efficiency and service excellence always with a focus on data protection, regulatory compliance (PCI-DSS, GDPR), and customer trust.My core strengths include:• CCaaS - On prem contact centers to Cloud migration.• Secure IVR/ IVA flows and identity verification• Voice, chat, and email channel optimization• Real-time analytics and performance insights• Collaboration with InfoSec, IT, and CX teams.Key Achievements:• Led the migration of a 250+ agent contact center to various CCaaS platforms and CRM integration such as Five9, TCN and Genesys Cloud, reducing infrastructure costs by 35%.• Increased contact % by 17% through dialer optimization and real-time call analytics.• Designed PCI-DSS and GDPR-compliant IVR workflows for financial verification and secure customer authentication.• 🤝 Improved connect % by 27% via API and AI-powered Direct Inward Dialing.I’m passionate about the intersection of technology, compliance, and customer service—and thrive in high-stakes environments where performance and privacy are equally critical.Always open to connecting with fellow professionals in CX, Fintech, and Digital Transformation.