Avil Mascarenhas

Senior Technical Specialist

Grab •  November 2018 - Present

Providing engineering and operations support for Customer Experience (CE) Contact Centers and ongoing management and administration of CE’s Zendesk system, for teams located at 8 countries across SEA region. Performing research and develop new technologies and evaluate work of support suppliers. Analyzing current configurations and recommends upgrade and changes to system, as the business needs change. Participating in strategic and tactical planning of business-driven initiatives, including contact center solutions

Senior Software Engineer

Tetherfi•  September 2014 - October 2018

Joined Tetherfi, Mangalore when it was a team of 6 as Software developer. Working on realizing innovative product solutions such as Virtual Chat Engine, Intent Engine, Outlook plugin for email monitoring and Social Media chat integration to our Unified Agent Desktop solution (TMAC). Came to Singapore with the passion of Coordinating the delivery of the project directly with the major customers in Singapore. Worked as Customer Focus Lead conducting product demos, requirement gathering, cross-selling and upselling, effort estimation, resolving critical problems, onsite support and maintaining customer relationship Providing Solutions for the innovative requirements of Omni-Channel Contact Centre Solution.

Software Engineer

Robert Bosch Engineering and Business Solutions•  July 2012 - September 2014

Software developer for Automotive systems Was involved in Calibration and development team of Exhaust Systems (Nox), Engine Position Management (EPM) and Off Highway Vehicles (OHW)

Vivekananda College Of Engineering and Technology

Electronics and Communication Engineering, BE•  June 2008 - June 2012

Completed a Bachelors degree in Electronics and Communication engineering with Distinction (72.5%) Attended more than 10 national level symposiums also won 1st place in a national level Paper presentation.