Thumilan Balu
Manager - Projects @Cognizant
Signup · Get unlimited contacts
WORK HISTORY
Manager - Projects @Cognizant
Toronto, ON, CA
aligning roadmap with CX strategy and business targets across multiple markets. • Partner with business, operations, and engineering to define (-) and prioritize features that move those metrics. • - from requirements to go-live, including backlog management, sprint planning, UAT, and launch readiness. • Use voice analytics and usage data to; delivered enhancements that drove measurable gains in customer experience and operational efficiency. • /, predictability and cross-functional collaboration. • Create clear, implementation-ready specifications –, – to keep teams aligned and reduce rework.
EDUCATION
Annamalai University
B.E, Electronics and telecommunication
SKILLS
ABOUT THUMILAN BALU
I’m a digital product leader with 15+ years in IVR, contact centers, and end-to-end digital CX, turning complex customer journeys into simple, scalable products. I operate at the intersection of, like Genesys.In my current role, I lead IVR and contact center product initiatives – from framing the problem and shaping the roadmap, to working with engineering and operations to launch, measure, and iterate,/.I’m increasingly focused on GenAI-powered CX – AI receptionists, assistive agents, content synthesis, and smart routing – and how to blend these capabilities with existing telephony and digital stacks in a pragmatic, enterprise-ready way.What I bring to a team• A product mindset: customer problem → hypothesis → MVP → iterate with data• Deep comfort with technical detail: APIs, integrations, routing, IVR/Genesys architecture• Hands-on delivery experience from legacy migrations to cloud CX transformations• The ability to align business, technology, and operations around a single CX visionI’m excited about roles where I can own or co-own the roadmap for AI-powered contact center and digital CX products, and drive measurable impact at scale.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.