Shubham Das

CX Integration Developer with experience in NICE CXone, Omilia Conversational AI, and Kore.ai platforms. Skilled in building IVR flows, developing chatbots, and integrating conversational AI solutions to improve customer experience and automate support. Experienced in QA testing, backend integrations, and deploying scalable customer service solutions.

NICE and OMILIA DEVELOPER (GREENSHIELD) at Capgemini (2025-06 – Present)

• Develop and implemented customer experience solutions using NICE CXone Digital and Omilia Conversational AI platforms.
• Designed and deployed a public-facing chatbot on Omilia platform, enabling automated customer support and improving self-service.
• Built and configured IVR flows in NICE CXone, ensuring seamless call handling and integration with backend systems.

NICE CXone QA (CHUBB INSURANCE) at Capgemini (2024-11 – 2025-04)

• Performed QA testing for NICE CXone IVR flows, validating call routing, prompts, and system functionality.
• Created and executed test cases for IVR applications and reported defects to ensure smooth deployment.
• Supported functional and regression testing to maintain stability of IVR services and integrations.

KORE.AI DEVELOPER (INTERNAL POC) at Capgemini (2024-08 – 2024-10)

• Developed a conversational travel assistant using Kore.AI to automate flight booking, modification, and cancellation with dynamic responses.
• Implemented Knowledge Graph, ML-based FAQ handling, database integration, and CSAT feedback surveys to enhance user interaction and support.

Bachelor of Computer Science and Technology in Computer Science and Technology – University of Engineering & Management (2019 – 2023)