Talib Shaikh

About Talib Shaikh

Techno-Functional DevOps & CX Transformation Leader with 10+ years of experience delivering, operating, and optimizing AI-powered omnichannel customer experience (CX) platforms and digital banking solutions across cloud, on-premises, and hybrid contact center environments. Proven expertise in CX transformation leadership, end-to-end customer journey orchestration, Day-2 operations, CI/CD automation, observability, performance optimization, high availability, disaster recovery (DR), enterprise-grade security, and regulatory compliance. Extensive hands-on experience with Cisco Contact Center (PCCE/UCCE/Webex CC), Ameyo, Flexy-Dial, and digital engagement channels including SMS Banking, OTP, WhatsApp Banking, and self-service platforms.Demonstrated ability to translate business requirements into scalable, experience-led omnichannel solutions spanning IVR modernization, ACD, CTI, conversational AI, intelligent virtual assistants, call recording, speech and text analytics, workforce optimization (WFO), CRM integrations, API-based middleware, and automation-first architectures. Strong background in solution architecture, call flow optimization, effort estimation, risk and dependency management, solution consulting, RFP responses, technical proposals, and executive-level client presentations, driving AI-driven personalization, customer engagement optimization, and measurable CX metrics (CSAT, NPS, CES).Leads data-driven observability initiatives through proactive monitoring, real-time alerting, centralized logging, and APM, enabling operational intelligence, reducing MTTR, and improving platform uptime and resilience. Recognized for CX governance, vendor and stakeholder management, system integration, change, release, and incident management, UAT enablement, BRD/FRD documentation, and continuous improvement, consistently delivering resilient, scalable, and future-ready AI-enabled omnichannel CX platforms through cross-functional leadership.

Experience

1. Senior Information Technology Manager

   IDFC FIRST Bank

   Dec 2021 — Present · Mumbai, IN

   IT Delivery, Management, Implementation I Contact Center | Architecture | Digital Banking | Customer Experience

Education

• University of Mumbai

  Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering

• M.H. Saboo Siddik Polytechnic

  Diploma of Education, Industrial Electronics

Skills

• Java
• Microsoft Excel
• C++
• Microsoft Office