Majid Imtiaz

Majid Imtiaz - ·-Lahore, Pakistan SUMMARY AI-driven Head of Product with 20+ years in software product development and the last two years specializing in cloud contact center solutions using Amazon Connect, AWS Lex, Transcribe, and Comprehend. Led AI-powered automation, predictive call routing, and real-time sentiment analysis, reducing AHT by 30% and increasing CSAT by 20% while driving 50%+ financial performance improvements. Proven expertise in AI-driven virtual agents, speech analytics, and agent assistance, optimizing customer experience and operational efficiency. Skilled in Agile, cloud architecture (AWS), and full-stack development, with a passion for scaling AI-enhanced contact center solutions for global markets. KEY COMPETENCIES Strategic Planning & Execution Agile Delivery & Development Large-Scale Team Management Program & Project Management Cross-Functional Team Leadership Software Services Delivery Client Engagement & Relationship Management Organizational Policy Formulation Business Acumen & CustomerCentricity PROFESSIONAL EXPERIENCE Omningage Nov 2022 - Present Head of Product Development Led the development of four AI-powered B2B contact center solutions on Amazon Connect. Integrated AWS Lex, Transcribe, and Comprehend for AI-driven automation, sentiment analysis, and virtual agents. Implemented AI-powered agent assistance, reducing AHT by 30% and improving customer interactions. Helped migrate customers from Cisco-based solutions, positioning Omningage as an AI-driven alternative. Ensured scalability and high performance, enabling seamless AI integration in cloud-based contact centers. Used AI analytics and customer insights to continuously enhance product features and user experience. Purelogics Apr-2021 - Nov 2022 Engagement Manager Managed software delivery for a team of 150, focusing on strategic project management and client engagement to ensure the delivery of high-quality solutions. Collaborated with project managers to optimize delivery processes and improve overall project performance. Engaged with clients to understand their needs, ensuring a customer-centric approach in delivering software services. Strategic System International - SSI March 2020 - March 2021 Staff Engineer Oversaw software delivery for IoT projects, guiding teams through agile processes and ensuring alignment with project goals. Participated in strategic decision-making to enhance project outcomes and improve software engineering practices. Frontier Works Organization - FWO March 2020 - March 2021 GM - Software Development Defined and aligned product-specific goals with organizational objectives, ensuring strategic alignment with broader company goals. Led the end-to-end product development and design of an Electronic Toll system, translating customer and operational needs into innovative solutions. Successfully deployed the E-Toll system across major highways (M1, M2, LSM, Sawat Motorway, and M9), ensuring efficient execution and operational impact. Spearheaded the development and implementation of an Access Control System for the Kartarpur Corridor project, enhancing customer security and satisfaction. Managed relationships with key vendors to procure hardware and software solutions, ensuring timely and cost-effective product development. Led budget planning and management for projects valued between PKR 700 million and 1 billion, optimizing resource allocation and ensuring project success. Represented the organization at Ideas 2018 in Karachi, showcasing FWO products to international stakeholders and enhancing global market positioning. Checkin Technologies March 2015 - March 2018 Snr Product Manager Spearheaded the development of a SaaS-based B2C and B2B travel product, achieving PKR 92 million in sales within the first year by addressing key customer needs and market opportunities. Owned the end-to-end product strategy, from conducting market analysis to integrating customer feedback, driving product innovation and long-term success. Led the establishment of cross-functional software development and QA teams, delivering cutting-edge web and mobile travel solutions, ensuring high-quality customer experiences. Logica IT Solution May 2013 - April 2015 Snr Product Manager Designed and optimized product development workflows, aligning Product Managers in the UK with offshore Development, QA, and DevOps teams, ensuring seamless collaboration and efficient project delivery. Developed comprehensive wireframes for web and mobile products, facilitating clear communication of product vision and requirements across cross-functional teams. Re-engineered and streamlined software development processes, improving team alignment, project efficiency, and overall product quality. Led the creation and implementation of standardized product and software development processes, driving consistency, excellence, and scalability in product development. Mentored and trained the Product Management team in the UK, empowering them to effectively manage products and deliver high-quality solutions. Implemented Agile methodologies and established collaboration tools, significantly enhancing team productivity, communication, and project outcomes. Hira Software Solutions Feb 2011 - Apr 2013 Project Manager/SCRUM Master ·Led Daily Scrums as a Scrum Master for US-based projects, ensuring team alignment, progress, and successful delivery according to Agile principles. ·Collaborated directly in development, utilizing technologies such as JAVA, Flex, HTML, and iOS, while using tools like JIRA to manage tasks and optimize team workflows. Analyzed and translated client requirements into actionable technical solutions, ensuring that development efforts exceeded client expectations and delivered high-quality results. Technotrans Pvt Ltd Feb 2011 - Apr 2013 Project Manager/SCRUM Master Led the end-to-end software delivery strategy, including identifying target customers, conducting market segmentation, and aligning technical product positioning with business objectives to drive growth and value delivery. Established and optimized software development and QA teams, implementing frameworks and processes to support scalability and enhance delivery efficiency in a rapidly expanding environment. Collaborated with cross-functional teams, ensuring the timely delivery of high-quality software solutions that met client needs and industry standards. Conducted in-depth market analysis and risk assessments, utilizing insights to inform strategic planning and improve software delivery outcomes. Presented technical specifications and performance metrics to senior leadership, providing data-driven insights to support decision-making and align software services with business objectives. Developed and implemented digital strategies, leveraging technical expertise to enhance the organization's digital presence and support international business expansion. EDUCATION & CERTIFICATIONS MS in Computer Sciences - 2001 - 2003 Majors: Software Engineering Preston University (HEC Recongnized) Scrum Foundation Professional Certification Ginyard International Co. Amazon Connect Communications Specialist Amazon Web Services Linux Administration Pakistan Computer Bureau Microsoft Certified Partner for Learning Solutions Microsoft Intune Microsoft Certified System Engineer Microsoft