Infosys

Infosys is a global leader in next-generation digital services and consulting. My role as a Senior Principal was to help clients in their digital transformation journey within the Pega space.

Telenet & Base Mobile | Nov 2017 – July 2018

• Telenet as a brand offers premium services and had acquired Base Mobile which focuses on value offerings. A Digital transformation programme to revamp the legacy CSS, BSS & OSS stack intends to focus on customer service and retention with a digital-first approach. 

Key Responsibilities

As a Pega Decisioning Engagement Lead, I 

• Scoped, planned, resourced, and budgeted a fixed-price project delivery.

• Worked with business teams to provide industry knowledge and subject matter expertise.

• Worked with Business & IT PMs to oversee the Business Requirements, Architecture, Ways of Working, Design & Delivery.

• Conducted business and technical alignment workshops with Go-to-Market, CRM Operations, and Architecture & Data teams.

• Formed a delivery team through resource demands and subsequently led this team of scrum master, business analysts (LBA, Domain BA), technical architects (LSA, SSA), decision architects (LDA, SDA) and system testers.

• Provided frequent updates to the programme board and stakeholders.

Key Achievements

• Guided Telenet on CDH objectives, and roadmap, where the stakeholders were unaware of the Next Best Action concept.

• Educated Telenet on Decisioning principles such as propensity modelling and treatment library to make best use of the technology within the business.

• Delivered a green field Pega Decisioning MVP1 implementation, integrating Pega Marketing, Pega Customer Service (agent desktop) and Adobe Stack to upsell 4P products over inbound and outbound channels.

Australian Government (Department of Human Resources) | Jan 2019

Key Responsibilities

• Advisor to Infosys Australia during the early phases of a complex re-engineering project of Eligibility Rules Engine from IBM mainframe to Pega Business Rules Engine.

Key Achievements

• Submitted a questionnaire prepared by the Australian Government to validate the suitability of the decisioning technology compared to other vendors.

• Reviewed the questionnaire with the onsite Pega project manager, along with decisioning best practices and team formation guidelines to ensure the success of their project.

RAMS Financial Group | Aug 2018 | Australia

• Produced a Pega Decisioning & Marketing RFP including estimates focussing on customer retention for a subsidiary of a large banking and insurance client in Australia.

Pega Customer Engagement Summit | Apr 2018 | Amsterdam

Key Responsibilities

• Attended the Pega Customer Engagement summit on behalf of Infosys.

Key Achievements

• Seeing that the Infosys Kiosk was under staffed, I became the Sales Engagement Host and networked with potential customers on how decisioning can help with their business.