Ankita.a. Fatale

6+ years of experience building, scaling, and optimizing AI-powered virtual agents and conversational AI platforms for enterprise contact centers. Proven expertise at the intersection of product strategy, conversational AI, LLMs, NLP/NLU, and omnichannel customer experience. Strong track record of owning end-to-end product lifecycle, translating customer and business needs into scalable AI solutions that deliver measurable outcomes such as higher containment, engagement, and CSAT.

Adept at collaborating with engineering, design, sales, and customer success teams to launch and evolve next-generation AI virtual agents.

Software Engineering Specialist – Conversational AI at LTIMindtree (2024-10 – Present)

Led delivery of enterprise AI virtual agent solutions using Google Dialogflow CX and contact center integrations. Contributed to product-level decisions around conversational architecture, scalability, and feature prioritization.

• Led delivery of enterprise AI virtual agent solutions using Google Dialogflow CX and contact center integrations
• Contributed to product-level decisions around conversational architecture, scalability, and feature prioritization
• Designed conversational UX patterns, dialog flows, and fallback strategies across voice and digital channels
• Collaborated with cross-functional teams to ensure timely delivery using agile methodologies
• Acted as customer-facing SME, supporting workshops, solution walkthroughs, and feedback-driven iterations

Senior Software Engineer/ Product Owner – Conversational AI (Design & Strategy) at Reverie Language Technologies (2022-11 – 2024-07)

Played a hybrid product + design leadership role for multilingual AI virtual agents across web and mobile platforms. Led market and user requirement analysis to inform conversational AI capabilities and roadmap evolution. Defined conversational UX standards and owned the product vision, roadmap, and backlog for enterprise conversational AI platforms.

• Played a hybrid product + design leadership role for multilingual AI virtual agents across web and mobile platforms
• Led market and user requirement analysis to inform conversational AI capabilities and roadmap evolution
• Defined conversational UX standards for intent detection, context management, and natural language interactions
• Worked closely with engineering to implement scalable AI agent frameworks supporting continuous learning and optimization
• Owned the product vision, roadmap, and backlog for enterprise conversational AI platforms supporting chat and voice virtual agents
• Led discovery with customers and internal stakeholders to define AI virtual agent capabilities aligned with contact center workflows and business goals
• Translated product strategy into user stories, acceptance criteria, and release plans for engineering and design teams
• Defined and tracked KPIs including engagement rate, containment, drop-offs, and user satisfaction, driving a 97% improvement in engagement through iterative enhancements
• Partnered with sales, marketing, and customer success on product positioning, demos, and pilot deployments

Senior Software Engineer/ Product Owner – Conversational AI (Design & Strategy) at Reverie Language Technologies (2024-02 – 2024-07)

Senior Software Engineer/ Product Owner role for conversational AI design and strategy.

Software Engineer – AI Operations & QA at Deloitte (2022-02 – 2022-11)

Supported lifecycle of enterprise AI virtual agents from concept to production. Analyzed AI performance metrics and customer feedback to recommend product and experience improvements.

• Supported lifecycle of enterprise AI virtual agents from concept to production
• Analyzed AI performance metrics and customer feedback to recommend product and experience improvements
• Collaborated with stakeholders to align AI assistant behavior with business and compliance requirements

Software Engineer / Team Lead at Acuvate Software Pvt. Ltd. (2019-03 – 2022-01)

Led a team delivering 20+ AI-powered virtual assistants for enterprise and consumer use cases. Owned end-to-end solution design including conversation flows, omnichannel UX, and human handoff strategies.

• Led a team delivering 20+ AI-powered virtual assistants for enterprise and consumer use cases
• Owned end-to-end solution design including conversation flows, omnichannel UX, and human handoff strategies
• Conducted customer workshops and demos to validate product concepts and refine feature requirements
• Contributed to roadmap discussions by identifying reusable AI agent components and platform-level enhancements

Bachelor of Engineering in Electronics & Telecommunication – MGM College of Engineering