Sugandha Mallik
Vice President Technology Lead @JPMorganChase
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WORK HISTORY
Vice President Technology Lead @JPMorganChase
Hyderabad, IN
In my role as Vice President at JPMorgan Chase, I lead end-to-end architecture, design, and delivery of enterprise contact center technology solutions across global operations, enabling seamless voice, IVR, and omnichannel customer journeys.Key Contributions:Drove Genesys platform implementations, integrations, and optimizations with focus on high availability, disaster recovery, compliance, and security.Designed and executed technical roadmaps to migrate legacy systems to cloud and AI-driven solutions, boosting efficiency and scalability.Championed customer-centric principles by embedding contact center excellence into global operations, enhancing response times and satisfaction.Mentored distributed global development teams on DevOps adoption, coding standards, and microservices design, fostering a culture of technical excellence and continuous improvement.Spearheaded performance optimization and incident management, scaling platforms to support millions of customer interactions annually.Partnered with cross-functional business and technology leaders to align enterprise applications with business priorities, driving enterprise application optimization and measurable customer impact.
EDUCATION
Loreto House, Kolkata
Science
Indian School of Business
Product Management Program, Product Management
West Bengal University of Technology, Kolkata
Bachelor of Technology (BTech), Biotechnology
Texas McCombs School of Business
Post Graduate Program in Artificial Intelligence for Leaders, Artificial Intelligence
SKILLS
ABOUT SUGANDHA MALLIK
I am a Customer Experience and Technology Leader at JPMorgan Chase & Co, with over 17 years of expertise in designing and delivering enterprise-scale contact center solutions, software architecture, and digital transformation programs across global organizations.My core competencies include leading Customer Experience initiatives, designing and implementing enterprise contact center platforms, and modernizing legacy telephony systems with cloud and AI-driven solutions. I specialize in Genesys platforms, IVR, omnichannel engagement, and CCaaS transformation, enabling seamless customer journeys and business continuity at scale.I have successfully delivered complex, large-scale projects for diversified business groups, leveraging agile methodologies, conversational AI tools, and CRM applications. Adept at managing distributed global teams, I ensure high-quality outcomes, security, scalability, and performance standards across mission-critical customer engagement platforms.Contact Center Excellence: Implementing customer-centric solutions that reduce response times, enhance efficiency, and elevate satisfaction.Enterprise Application Optimization: Aligning technology with business goals to streamline operations, improve user experiences, and boost productivity.Cross-Functional Collaboration: Building strong partnerships across business and technology teams to integrate customer-centric principles into enterprise processes.Continuous Improvement: Staying at the forefront of industry trends and leveraging emerging technologies to redefine customer experience.Passionate about innovation, I thrive on redefining enterprise customer journeys and creating impactful experiences. I am always open to connecting with like-minded professionals, industry experts, and those passionate about the future of customer engagement and enterprise modernization.
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