Parind Poi

About Parind Poi

20+ years of experience in engineering, developing, and deploying large scale enterprise solutions. Proficient in leveraging emerging technologies, and leading globally distributed technical teams to drive and deliver innovation and business value. Trained in technology, business, and management, I have experienced a progressive career with roles increasing in complexity, scope and scale. I attribute my growth to obsessing over the customer experience, and developing purpose-driven organizations. I enjoy leading large-scale technology initiatives, fostering collaboration with stakeholders, and solving complex business opportunities using technology and process optimization.Expertise:Cloud Computing - 6X AWS Certified (Machine Learning, Architecture, DevOps)Artificial Intelligence (AI) and Machine Learning (ML) servicesOmni Channel, Cross Channel and Multi modal Self-Service (Voice, Messaging)Enterprise Applications (Voice, Web and Mobile, Virtual Agents and Bots)Voice Contact Technology - IVR, VRU, Voice Portal, Dialers, Speech Recognition, Natural Language, Conversational AI, Voice Biometrics, Assisted Self-ServiceContact Management - SIP, IP ACD, Unified Communications, Call Routing, WebRTC, CTIWork Force Optimization - Work Force Management (WFM), Call RecordingBusiness Analytics - Predictive Analytics, Real Time Streaming Analytics, Speech AnalyticsCustomer Communication Platforms (email, SMS, Push Notifications, Dialers and Print)Enterprise Technology ArchitectureOrganization Design, Site Leadership and Employee Engagement Agile Delivery with DevOps

Experience

1. Global Practice Leader, Customer Experience on Aws Ccaas

   Amazon Web Services (AWS)

   May 2019 — Present · Dallas-Fort Worth, TX, US

   Specialized practice at AWS Professional Services focused on driving CX business outcomes using application services like Amazon Connect, Amazon Lex, and Agentic AI. End to end ownership from pre-sales through delivery and optimization supporting large scale enterprise customers. Deliver end to end CX solutions and use cases leading to contact reduction through chat and voice bot-based self-service, increased agent productivity using ML capabilities, reduced cloud migration costs through consolidation of legacy platforms, improved contact wait times and service levels through optimized routing. Serve as a Bar Raiser to hire and develop the best across Amazon, and as a Bar Raiser for AWS contact center blog channel. Day 1 Culture Champion.

Education

• Thunderbird School of Global Management

  International Management

• SMU Cox School of Business

  MBA, Finance

• The University of Texas at Dallas

  M.S, Computer Science - Networks & Telecom

• National Institute of Technology Warangal

  B.Tech, Computer Science & Engineering

Skills

• Call Centers
• Agile Methodologies
• Management
• Software Development
• Pre-Sales
• Call Logging
• Team Leadership
• Program Management
• IT Operations
• Strategy
• Project Management
• Speech Recognition
• Process Improvement
• Cti
• IT Strategy
• Contact Centers
• Leadership
• Saas
• Analytical Skills
• Routing
• Cross-Functional Team Leadership
• Telecommunications
• Mobile Devices
• Integration
• Cross-Channel
• Java Enterprise Edition
• Enterprise Architecture
• Large Scale Deployments
• Unified Communications
• Sip
• Requirements Analysis
• Ivr
• Cloud Computing
• Sdlc
• Third Party Vendor Management
• Solution Architecture
• Voip
• Vendor Management
• Soa
• Software Project Management