Ritu Trikha

About Ritu Trikha

Highly accomplished and results-driven Senior Team Lead with extensive experience in information technology, specialized in IVR application delivery, Custodian responsibilities, technical leadership, and business analysis for major telecommunications and financial organizations. Experienced in project management, including scoping, planning, estimating, budgeting, scheduling, risk assessment, and cross-functional coordination, gap analysis, cost-benefit studies, and impact assessments. Proven expertise across the full software development life cycle, with strong capabilities in requirements gathering, system design, development, testing, support UAT, deployment, and post release maintenance.Skilled in Agile, Waterfall, delivering high-quality solutions in fast-paced, enterprise environments. Expertise in Contact Center as a Service (CCaaS) platforms including Google Dialog Flow and Genesys Cloud platform. Designed and implemented advanced multi-modal IVR solutions—including voice bots, chatbots, and multilingual support (English and Spanish)—to enhance customer experience, improve automation, and reduce operational costs. Deeply involved with Conversational AI, Generative AI applications Manual testing validations. Leveraged LLM/Generative AI tools to analyze customer interactions and identify key call drivers for continuous improvement. Strong understanding of front-end, back-end, and middleware architectures, enabling effective problem-solving and functional analysis.

Experience

1. Principal Engineer

   Verizon

   Sep 2019 — Present · NJ, US

   Principal Engineer / Lead architect for supporting Verizon’s enterprise IVR platforms, Led end-to-end delivery of high-availability voice solutions that improved customer experience, and system performance across the organization.Key Skills & Technologies• VXML, CCXML, Java/J2EE, REST/SOAP Web Services, SQL• Nuance Dialog/Dialog Designer, Avaya Experience Portal, Genesys IVR/Cisco CVP• ASR/TTS technologies, grammar design, speech tuning• Agile/Scrum methodologies and CI/CD workflows• Verizon backend systems including AM, ACSS, ECPD, VISIONCore Responsibilities & Achievements• Led complete delivery of major IVR enhancements, migration to new CCAI platform, automation and new feature releases supporting millions of customer interactions.• Collaborated with business stakeholders to define requirements, design intuitive call flows, and improve customer journey and containment.• Provided technical leadership across VXML, Java, Nuance, Genesys, Cisco CVP, and Avaya-based IVR platforms, ensuring high-quality engineering standards.• Designed and reviewed call flows, speech grammars, backend integrations, and system behaviors for large-scale IVR applications.• Coordinated cross-functional efforts with Network, QA, Speech, Middleware, Billing, CRM, and Call Routing teams to deliver seamless, integrated solutions.• Managed project scope, schedules, risks, and dependencies using Agile or Waterfall approaches while driving alignment across engineering and business teams.• Implemented robust logging, monitoring, and error-handling to enhance reliability and reduce production issues.• Worked with network teams on CTI/ACD routing, SIP, and call distribution planning to maintain carrier-grade performance.• Ensured all IVR platforms adhered to Verizon’s security, PCI, and CPNI requirements, while maintaining comprehensive documentation including call-flow diagrams, technical designs, test plans, and release notes.

Education

• Delhi University

  Master of Science, Electronics

• Annamalai University

  Bachelor of Education , Physics

  1994 — 1995

• Delhi University

  Bachelor of Science , Physics