Ria Sijo

Experience

• 

  Verizon

  Aug 2004 - Sept 2006

  • System Analyst

    Dec 2005 - Sept 2006

  • Software Engineer

    Aug 2004 - Nov 2005
• 

  Infinite Computer Solutions

  Jan 2007 - Dec 2010

  Software Developer
• 

  Software Consultants, Inc

  Jan 2011 - Apr 2011

  Senior Software Developer
• 

  Verizon

  Apr 2011 - now

  . Technology Product ownership of Credit Risk Assessment systems , Fraud Analytics, Credit & Fraud Operational data reporting. . Responsible for technology product roadmap, planning, execution and development of Credit risk assessment systems and Fraud analytics projects and solutions.. Currently driving high visibility technology transformation project spanning across multiple CIO organizations for rationalizing and modernizing disparate Verizon wireless and wireline Credit systems with an objective of improving customer and rep experience, achieving operational excellence, expense reduction, and enabling the platform for innovative technological transformation.. Piloting the application of Generative AI to improve customer and rep experience.. Leading a team of managers , data scientists , software engineers and architects to develop and deliver Credit and Fraud Product requirements.. Led the team which developed and delivered several Machine learning models , Anomaly detection capabilities to detect and prevent fraud loss while balancing potential friction for good customers. This helped in 15% YOY reduction of Equipment fraud loss. Show less . Continuously driving data/ insights oriented and ML based solutions for Verizon’s 150M+ customer protection and for improving customer experience.. Delivered several innovative solutions to improve fraud detection with minimal friction for good customers. . Patent pending for Machine Learning based solution for systems and methods for reducing quantity of false positives.. Built a global team from ground up focused on transforming the Fraud Analytics space.. Verizon Credo award (highest accolade in Verizon) & GTS Next Horizon Award (highest accolade in Global Technology Organization) for delivery of Machine Learning 2.0 and Anomaly detection platform for Fraud Detection & Prevention.. Delivered measurable business benefits by year over year reduction of Fraud loss for the company and by reducing friction for good customers. Show less Led with Customer first mindset• Led several initiatives for Contact Center Solutions/IVR from ideation to production with positive business results which in turn helped with bottom line growth of the company.• Mentored and managed a global team and significantly enhanced their development and maintenance capabilities, maximizing productivity.• Championed the adoption of new technology, drove pilots end to end for new technology solutions.• Managed cross functional team for several key projects including Conversational IVR, Kore.ai, Genesys platform upgrade and datacenter consolidation.• Partnered with vendors, internal teams and business to build personalized solutions for customers.Technologies - Google Contact Center AI , Google Voice technologies, Google Dialog Flow , NLP (Natural Language Processing) , Google Speech to Text , Text to speech (Wavenet , Tacotron) , Kore.ai , Nuance Vocalizer (Text to speech), Avaya experience platform , Apigee , AWS , Web services (REST , JSON) , gitlabAmazon Lex , Amazon Connect, Camunda (BPMN), Genesys Voice Platform, Avaya Voice Platform, ASAPP , Omilia, Apigee (API proxy) , AWS, Live Assist(Nuance),Nuance VocalizerSome of the key deliverables include1. Google Contact Center AI - IVR transformation into an omni channel conversational application (2019)• Managed & led the technical team for end to end execution, partnered and had daily working sessions with vendors (Google, Avaya) to provide requirements for their product team, to enhance & transform their product into a first of its kind conversational IVR.2. Conversational IVR - Kore.ai (2018)• Responsible for end to end technical execution of the project, Partnered and collaborated with vendor (Kore.ai) to enhance their product (which was primarily chatbot back then) for Conversational IVR.3. Research & Development• No outstanding product existed at that time for fully Conversational IVR. Embarked on a journey to build the solution in-house. Show less

  • Senior Director Software Development

    Apr 2024 - now

  • Director - Data Science

    Dec 2023 - May 2024

  • Associate Director - Data Science

    Sept 2023 - Jan 2024

  • Senior Manager Data Science &Analytics

    Nov 2019 - Aug 2023

  • Senior Technical Lead

    Aug 2014 - Oct 2019

  • Lead System Specialist

    Apr 2011 - Aug 2014