Balasubramanian R
Summary
Dynamic IVR Platform Manager and Conversational AI Product Owner with over 17+ years of experience in delivering and optimizing enterprise-scale voice self-service platforms in high-volume, consumer-facing environments. Expertise in transforming traditional menu-driven IVR systems into modern, intent-based conversational voice solutions using Artificial Intelligence (AI) and Natural Language Processing (NLP). Strong background in designing end-to-end guest voice journeys, optimizing IVR containment, validating AI performance, reducing failure rates, and driving continuous platform enhancements. Achievements include increasing IVR containment rates from 8% to 38% through innovative conversational AI transformations and the implementation of voice biometrics.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Lead
Plenum Inc Information Technology LLC
03.2025 - Current
- Engineered cloud-native AI infrastructure for Pearity.ai supporting GPU-intensive generative workloads across multimodal pipelines (Text2Img, Text2Vid, Img2Vid, TTS, LLM-based text generation).
- Designed distributed task orchestration layer for async AI inference jobs with retry logic, failure handling, and real-time status tracking.
- Implemented scalable storage architecture (Blob/S3-compatible) for generated media assets with metadata tracking and retrieval APIs.
- Built unified API layer enabling orchestration between LLM models and external generative providers.
- Developed credit-based billing logic and per-request cost tracking framework for AI generation services.
- Enabled production-grade monitoring, logging, and observability across AI microservices.
- Supported team in building modular model integration framework for extensible AI capability expansion.
IVR Platform Product Owner
First Abu Dhabi Bank (FAB) – Atribs Metscon Group
01.2022 - 02.2025
- Owned end-to-end strategy, roadmap, and optimization of Conversational IVR and Voice Self-Service platform.
- Transformed traditional DTMF IVR into AI-powered intent-based voice solution.
- Increased IVR containment from 8% to 38%.
- Conducted AI validation including intent recognition accuracy, fallback monitoring, and failure scenario analysis.
- Expanded self-service use cases improving guest satisfaction and reducing agent transfers.
- Implemented Voice Bio Authentication replacing OTP.
- Maintained hands-on IVR configuration, scripting, and conversational flow optimization.
- Oversaw testing, deployment, and production optimization ensuring high availability.
IVR Team Lead / Scrum Master
First Abu Dhabi Bank – Future Technology LLC
08.2019 - 01.2022
- Led speech-enabled IVR transformation initiatives in high-volume contact centre environment.
- Migrated legacy IVR use cases to conversational architecture.
- Defined IVR roadmap enhancements aligned with business needs.
- Designed scalable call routing and voice journey architecture.
- Managed stakeholder collaboration across Digital, Technology, and Operations teams.
- Ensured SLA compliance and operational excellence.
Senior Consultant – Conversational IVR
Infosys Limited – Client: Verizon
01.2019 - 07.2019
- Delivered conversational voice solutions including order tracking, appointment rescheduling, and bill payments.
- Replaced traditional IVR navigation with intent-based conversational flows.
- Performed NLU tuning and AI performance optimisation.
Education
Bachelor of Engineering - Electronics & Communication Engineering
Anna University
IndiaSkills
- End-to-End IVR Platform Ownership
- Guest Voice Journey Design & Optimization
- Conversational AI & Voicebots
- IVR Product Roadmap & Continuous Improvement
- Containment Optimization & Failure Rate Reduction
- NLU / NLP Accuracy Validation
- Cisco CVP & Avaya Aura Orchestration Designer
- Nuance Mix & Experience Studio
- VoiceXML, Java, Python
- Contact Centre Operations & Call Routing
- Testing, Deployment & Release Management
- Agile / Scrum Delivery
Certification
- POST GRADUATE PROGRAM IN ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING: BUSINESS APPLICATIONS Training - 9 months
Timeline
Technical Lead
Plenum Inc Information Technology LLC
03.2025 - Current
IVR Platform Product Owner
First Abu Dhabi Bank (FAB) – Atribs Metscon Group
01.2022 - 02.2025
IVR Team Lead / Scrum Master
First Abu Dhabi Bank – Future Technology LLC
08.2019 - 01.2022
Senior Consultant – Conversational IVR
Infosys Limited – Client: Verizon
01.2019 - 07.2019
Bachelor of Engineering - Electronics & Communication Engineering
Anna University
KEY ACHIEVEMENTS
Best AI Transformation in Financial Services Award – 2022, Improved IVR containment from 8% to 38%, Delivered enterprise Voice Bio Authentication solution, Best Performer Award – Speech-Enabled IVR Delivery