Vigneshwaran Jagadeesan Pugazhenthi
Vigneshwaran Jagadeesan Pugazhenthi is a seasoned Technology Architect specializing in contact center technologies, automation, and cloud solutions. With over a decade of experience, he has significantly contributed to enhancing customer engagement and operational efficiency across various industries, particularly in healthcare.
Career Highlights: Contact Center Innovation: Vigneshwaran has led the development and optimization of IVR systems, call routing technologies, and test automation frameworks. His work with platforms like Genesys, AWS Connect, Avaya, WatsonX, and NICE has improved customer experience and operational efficiency.
Cloud Migration Leadership: He spearheaded the migration of over 10,000 customer service representatives to SIP-based VOIP systems during the COVID-19 pandemic, enabling seamless remote work and ensuring business continuity.
Academic Contributions: Vigneshwaran has co-authored several research papers on Contact Center Technologies, RPA and AI. Notable publications include:
AI-Driven Voice Inputs for Speech Engine Testing in Conversational Systems (IEEE SouthEastConn 2025)
Quantitative Evaluation of User Experience in Digital Voice Assistant Systems: Analyzing Task Completion Time, Success Rate, and User Satisfaction (IEEE SouthEastConn 2025)
Generative AI: Transforming the Landscape of Creativity and Automation (International Journal of Computer Applications, 2025)
Advances in Software Testing in 2024: Experimental Insights, Frameworks, and Future Directions (International Journal of Advanced Research in Computer and Communication Engineering, 2024)
Smart Automation for Client Service Agreement: Robotics in Action (International Journal of Computer Science and Information Technology Research, 2024)
Current Role Vigneshwaran serves as an Technology Architect in Architecture, Implementation, and Cloud within the Cognizant Technology Solutions. With 11 years of experience, he plays a pivotal role in shaping the company's technological strategies.
