Emmanuel Babatunde O.

Experience

1. Ai Solutions Lead Contact Center Modernization & Aws Connect

   Accenture

   Jun 2024 — Present

   Led multi-cloud transformation programs focused on Amazon Connect, enabling enterprise to migrate legacy Cisco/Avaya telephony infrastructures to cloud-native, AI-assisted omni-channel contact centers.• Delivered GenAI-augmented agent experiences using Amazon Connect + Amazon Lex + Bedrock + Kendra, enabling real-time intent detection, knowledge recommendations, call summarization, and automated disposition logging.• Designed data-driven routing strategies leveraging Connect Contact Lens insights, sentiment analysis, and agent profile matching to reduce Average Handle Time (AHT) by 32% and improve First Contact Resolution (FCR).• Built RAG-powered Agent Assist that retrieves policy, product, and compliance information from enterprise knowledge repositories — eliminating manual search and increasing agent productivity by 40%.Senior Manager | AWS GenAI Program Management & Platform Enablement• Directed the secure implementation of LLM-driven assistants across regulated industries, integrating Amazon Bedrock, AWS Lambda, SageMaker JumpStart, and LangChain for compliant orchestration of model prompts, vector stores, and inference pipelines.• Established Responsible AI governance protocols for prompt engineering, data lineage,explainability, and RAG retrieval accuracy, including: Model monitoring dashboards, Privacy & toxicity guardrails, Bias and fairness assessments, Drift detection and rollback strategies• Built enterprise data governance foundations using Amazon Kendra, DynamoDB, IAM,S3, and metadata logging to ensure traceability and audit-ready lineage across model decisions.• Partnered with CDO offices, MRM teams, and cybersecurity groups to validate modelcontrols, enabling 70% faster time-to-insight while maintaining regulatory defensibility.

Education

• Kean University

  Bachelor's degree, Accounting and Computer Science

  2006 — 2011

• Rutgers Business School

  Masters, Information Technology

  2016 — 2017

• Columbia Business School

  MBA, Executive