Ravi V Kumar

Charlotte NC 28209 | 612-501-0466 | [email protected] | linkedin.com/in/ravi-engineer

Versatile IT professional with 20+ years of experience driving large-scale transformations for Fortune 100 clients. Expertise
in financial services and banking enterprise architecture, cloud migration, and AI-driven solutions. Proven track record of
on-time delivery through agile execution, continuous learning, cross-functional collaboration, and process optimization

Professional Experience

Apexon (Part of Goldman Sachs) | Client: TIAA​ ​ ​ ​ Jan 2020 - Present | Charlotte, NC
Senior Architect/Technical Lead | Consultant - Digital Transformations
-​ Led the transformation of TIAA’s contact centers to an omni-channel, multicloud solution using Google CCAI, Genesys
Cloud CX, and Google Cloud platforms. Increased self-service rates by 20%, reduced call handle time by 10%, and
generated $7M+ in annual savings.
-​ Participated in architectural design reviews, vendor assessments, POCs, DevOps processes, and operations,
contributing to the delivery of a robust contact center tech stack.
-​ Effectively managed and resolved complex challenges by upskilling and mentoring team members, fostering
collaboration with global teams and vendors, and ensuring the timely resolution of all obstacles.
-​ Partnered with Cybersecurity and SOC teams to identify risks and vulnerabilities, developing mitigation strategies that
resulted in a 99%+ first-time pass rate in security audits.
-​ Planned and executed large-scale enterprise DR exercises with 100% success in annual tests.
-​ Developed automated production monitoring using Cyara Pulse and automated QA testing with Cyara Velocity,
boosting QA team productivity and reducing QA turnaround time by 50% and production incidents by 25%.
-​ Managed security and IAM operations for projects, supporting integrations with Pindrop, CMDB, SailPoint, CyberArk,
and other enterprise security and observability platforms, reducing time spent on entitlements management by 90%.
-​ Administered project ITIL processes, including ServiceNow Incident, Problem, and Change Management, ensuring
seamless operations and timely resolution, resulting in 80% reduction in escalations.
-​ Piloted Terraform IaaS using Scalr for Genesys CX Call Center as Infrastructure.
-​ Played lead, support and direct roles in concurrent agile projects critical to TIAA’s vision which includes:
○​ Migration of contact centers to a CCaaS solution using Genesys CX Cloud, Google CCAI, DialogFlow and GCP.
○​ Migration of IVR applications to Cloud - Google DialogFlow, Genesys CX Architect, Vertex AI. Features
implemented include Conversational Agents, Insights, Agent Assist, Summarization, Big Query, Looker, A3S
analytics, SnowFlake Data Warehouse, Analytics and Splunk integration, WebRTC and Zoom integrations.
○​ Migration of legacy applications to microservices containers using Spring Boot, Kong, on-prem OpenShift/AWS
ECS, GitLab, Jenkins, CloudBees Electric Flow, MongoDB

Apexon (part of Goldman Sachs) | Client: TIAA Bank (Now EverBank)​ Jan 2015 - Jan 2020 | Charlotte, NC
Architect/Technical Lead | Consultant - Contact Center Modernization
-​ Lead architect and analyst for a complex hybrid cloud/PaaS IVR solution hosted on Genesys PureEngage multicloud
and on-prem PaaS IVR, using Alvaria/Voxeo CX/VoiceObjects platforms.
-​ Lead consultant for the migration of on-prem Genesys infrastructure to Genesys PureEngage cloud platform.
-​ Provided training for operations and support as a SysOps lead during the production phase, and led DR tests.
-​ Leveraged enterprise observability and logging tools such as Dynatrace, Splunk, and ServiceNow and setup data
pipelines with Oracle Business Intelligence, Snowflake, and Hadoop teams to implement complex business reporting.
-​ Implemented end-to-end IVR call flow and virtual agent monitoring solutions using Empirix Hammer.

IT Intellectuals | Client: TIAA (Formerly TIAA-CREF) ​ ​ ​ Oct 2006 - Jan 2015 | Charlotte, NC
Lead Developer/ Production Support Sr. Lead | Consultant - Call Center Expansion
-​ Participated in architecture and design strategy meetings for novel solutions.
-​ Led the conversion of legacy IVR applications to VXML using VoiceObjects/Voxeo, Linux, Nuance, J2EE, Oracle.
-​ Supported the implementation of a new Genesys on-prem routing, integrated with Avaya and NICE call recording.
-​ Designed and implemented a TTY/TDD telecommunication application using NextTalk and SimplicTTY.
-​ Trained and managed 24/7 operations and production support teams as a Production Support Lead and Manager.
-​ Supported integrations with several enterprise Devops, analytics, observability, IAM and security tools.

Nortel Networks | Client: AT&T​ ​ ​ ​ ​ ​ Aug 2004 - Oct 2006 | Alpharetta, GA

Tata Consultancy Services | Client: American Express​ ​ ​ Oct 2000 - Aug 2004 | Minneapolis, MN
Applications Software Engineer | Consultant - Java/IVR Developer
-​ Analyst
○​ Designed call flows for brokerage applications using Nuance speech recognition, Java APIs, MQ.
-​ Developer
○​ Developed real-time stock data streaming to IVR application using C socket programming.
○​ Enhanced various AMEX credit card services applications using Nortel, Cisco, C, Java, MQ and Unix Scripts.

Education
Bachelor of Engineering​ ​ ​ ​ ​ ​ ​ Graduated Sep 2000 | Bengaluru, India
Bangalore University, from a top institution in Bengaluru, India - BMS College of Engineering.
- Majors: Mechanical Engineering, Computer-Aided Design and Manufacturing (CAD/CAM)
- Internships at Bharat Electronics - Project: Robotics and Automation using C, Fuji numerical control.
- Graduated with distinction, ranked #1 in class and secured on-campus job placement.
Diploma in Computer Systems Management (DISM) GPA 4.0 – Aptech Computer Education, Bengaluru, India.
Advanced Diploma in Software Technology (ADST) GPA 4.0 – Info-Tech Computer Education, Bengaluru, India.

Professional Skills
-​ Hands-on experience in: Architecting, Designing, Consulting, Development, SysOps, SecOps, Production Support,
Business and Technical Analysis.
-​ Expertise in diverse technologies, particularly within contact centers required to drive large-scale transformations.
-​ Adept at assimilating complex systems and understanding requirements quickly to provide rapid value.
-​ Strong solutioning skills, leveraging hybrid/cloud technologies, AI agents/BOTs, and modern frameworks.
-​ Ability to independently learn new programming languages, frameworks, and technologies while collaborating
and managing team members to address training needs, project requirements, and challenges.
-​ Skilled at fostering relationships across teams to ensure efficient collaboration and manage escalations.
-​ Exceptional troubleshooting skills, with a talent for swiftly isolating and resolving issues across disparate systems.
-​ Proficient in managing Cybersecurity and SOC audits, assessing risks, and implementing mitigation strategies.
-​ Extensive experience in Incident, Problem, and Change Management processes and ITSM tools.
-​ Certified in Agile methodologies and Agile teams management experience using Scrum and Kanban frameworks.

Interests
Health and Fitness, Landscaping, DIY projects, Emerging technologies, Astrophysics, VR games.

References
TIAA: Jeff Scola, Sr Exec App Development Mgmt | Ramesh Mucharla, Sr Director Telephony
Apexon: Amol Parve, Senior Client Partner - Financial Services
AT&T: Winston Gnananayagam, Senior Technical Director