Kamal Juneja
Fort Mill,SC
Summary
Dynamic Senior Client Services and Customer Experience leader with over 20 years of expertise in driving enterprise-scale transformations in customer service, project delivery, and intelligent automation across diverse sectors, including financial services, utilities, telecom, and technology. Proven track record in spearheading complex client engagements, modernizing service ecosystems, and achieving significant enhancements in customer experience, operational efficiency, and digital adoption. Exceptional skills in stakeholder management and cross-functional leadership enable the successful end-to-end delivery of high-impact initiatives in CX, CCaaS, and service modernization. Committed to fostering innovation and excellence in every aspect of client interaction and service delivery.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Assistant Vice President, Product & Transformation
LPL Financial
01.2015 - Current
- Lead client-facing and internal transformation programs impacting 5,000+ users across voice, chat, and digital channels.
- Drive requirements, user stories, and delivery for IVR/IVA modernization, routing optimization, and AI-driven automation, improving operational efficiency by 18%.
- Launch intelligent self-service capabilities that increased containment by 22% and reduced transfers across billing, payments, and service journeys.
- Partner with operations, compliance, engineering, and UX teams to translate regulatory and business needs into scalable product and service features.
- Manage multi-phase delivery, sprint planning, and backlog prioritization, reducing handle time by 14% and improving service reliability.
Technical Project Lead
Wipro- Google
2014 - 2015
- Served as Project Lead for automation for H.323 to SIP protocol conversion
- Defined product vision and feature roadmap for converting the dial plan based on location, city and area code
- Conducted user research, stakeholder interviews, and journey mapping to identify pain points and prioritize high‑value features—reducing escalations by 28%.
- Delivered product requirements, solution blueprints, and MVP definitions that improved MTTR by 19%.
Associate Consultant – Product & CX Modernization
Tata Consultancy Services
01.2009 - 01.2014
- Led product design and delivery for contact center modernization across Avaya, CM, MM, CTI, and telephony platforms for high-volume enterprise clients.
- Designed routing strategies, ACD skills, and escalation paths for billing, payments, collections, and outage flows, boosting containment by 22%.
- Defined integration requirements for CRM, billing, payment gateways, and WFM systems, reducing handle time by 14%.
- Partnered with engineering and business teams to deliver scalable, customer-centric features aligned to KPIs and regulatory needs.
Network Engineer – Client Services & Infrastructure
HCL and Fiserv Pvt. Ltd.
India
01.2007 - 2009
- Managed enterprise LAN (OSPF) and WAN (BGP) networks supporting mission-critical financial operations.
- Monitored and supported IPsec tunnels for partner networks using NAGIOS, ensuring high availability and secure connectivity.
- Collaborated with client teams to resolve network issues, improving service uptime and strengthening client trust.
Team Leader – British Telecom Contact Center Operations
HCL Technologies
01.2004 - 01.2007
- Led a 20-member team managing inbound customer service operations for British Telecom.
- Oversaw KPIs including AHT (12 minutes), FCR, and agent productivity across an 8-hour/day, Monday–Friday operation.
- Recognized as a fast-track Team Leader due to exceptional performance and productivity improvements.
- Drove coaching, quality monitoring, and process optimization to elevate customer experience and operational efficiency.
Education
Bachelor of Engineering - Electrical, Electronics & Communications Engineering
Maharshi Dayanand University (MDU)
IndiaSkills
- Client Services & Stakeholder Management
- Project & Program Management (Agile/Waterfall)
- Contact Center Transformation & CX Modernization
- Requirements Gathering & Business Analysis
- Journey Mapping & Process Optimization
- KPI Management: AHT, FCR, CSAT, Containment, Productivity
- CCaaS Platforms: NICE CXone, Amazon Connect, Cisco UCCE/UCCX, Genesys Cloud
- Cross-Functional Leadership: Ops, IT, Compliance, Engineering
- Integrations: CRM, Billing, Payments, WFM, OMS, MDM
- AI/Automation: IVA/IVR, Agent Assist, QA Automation, Knowledge AI
- Platforms: NICE CXone, Amazon Connect, Cisco UCCE/UCCX, Genesys Cloud, Five9
- AI & Automation: Conversational IVR/IVA, Agent Assist, Call Summarization, QA Automation, Knowledge AI
- Utilities Domain: SSM, Billing, Payments, Collections, Outage Management, Storm Spikes, Regulatory CX
- Integrations: Oracle Utilities CCB/CCS/C2M, MDM, OMS, AMI, Payment Gateways, CRM, WFM/WFO
Certification
- PMP
- ITIL Foundation
- CCNP RS
- NICE Certified Implementation Engineer
- NICE Certified Developer
- Avaya Certified Implementation Specialist
Timeline
Assistant Vice President, Product & Transformation
LPL Financial
01.2015 - Current
Associate Consultant – Product & CX Modernization
Tata Consultancy Services
01.2009 - 01.2014
Network Engineer – Client Services & Infrastructure
HCL and Fiserv Pvt. Ltd.
01.2007 - 2009
Team Leader – British Telecom Contact Center Operations
HCL Technologies
01.2004 - 01.2007
Technical Project Lead
Wipro- Google
2014 - 2015
Bachelor of Engineering - Electrical, Electronics & Communications Engineering
Maharshi Dayanand University (MDU)