Niraj Prabhu

About Niraj Prabhu

As a Principal Product Manager at Block with over three years of experience, I lead initiatives in Voice AI and Contact Center Engineering. My focus is on leveraging Generative AI to enhance customer service through automation strategies, including the successful implementation of AI Voice bots. These efforts have led to measurable improvements in call deflection and customer satisfaction. Additionally, I contributed to operational efficiency by implementing governance frameworks and building executive dashboards to ensure transparency and accountability across teams. With a career spanning multiple leadership roles in product and technical program management, I have developed expertise in disaster recovery, asset management, and enterprise communication platforms—my prior experiences at Electronic Arts and Apple involved launching impactful systems and modernizing critical infrastructure. I am committed to driving innovative solutions that empower teams and enhance user experiences, with a focus on collaboration and efficiency.

Experience

1. Senior Technical Product Manager

   Block

   Oct 2022 — Present · San Francisco, CA, US

   At Block, I lead the Voice AI and Contact Center Engineering initiatives, focusing on automation strategies that enhance customer interactions. I successfully launched AI Voice bots that significantly improved call deflection rates and customer satisfaction while implementing a robust governance framework to streamline operations. My efforts in building executive dashboards ensured transparency and accountability across teams.

Education

• University of Cincinnati Carl H. Lindner College of Business

  MBA, Finance & International Business

• University of Mumbai

  Bachelor of Science (B.Sc.), Information Technology

• Birla Institute of Technology and Science, Pilani

  Master of Science, Software Engineering

Skills

• Enterprise Software
• Enterprise Architecture
• Resource Management
• Ms Project
• Product Development
• Data Migration
• Integration
• Business Objects
• Project Portfolio Management
• Software Project Management
• Itil
• Business Process Design
• Software Development
• Program Management
• Mobile Technology
• Requirements Gathering
• Service Delivery
• Software Development Life Cycle (Sdlc)
• Business Process
• Business Analysis
• Business Process Re-Engineering
• IT Management
• Governance
• Business Process Improvement
• Risk Management
• Databases
• Management Consulting
• Outsourcing
• IT Strategy
• International Finance
• Pl/Sql
• Process Improvement
• Ppm
• Project Delivery
• Project Management
• Business Requirements
• Pre-Sales
• IT Service Management
• Real Estate
• International Business