Srivathsan Chinnakonda

16 years driving Conversational AI, Generative AI, and omnichannel customer experiences across Telecommunications and Automotive. Currently leading AI product at Verizon.

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$0M

Annual Cost SavingsGenAI-driven intent resolution at Verizon, reducing agent handle time.

$0M

Incremental RevenuePioneering Video Assist within automated chatbot channels.

+0%

Lift in Conversion RatesData-led journey mapping and omnichannel sales funnel optimisation.

0 yrs

Industry ExperienceTelecom, Automotive, and Enterprise tech — network to AI strategy.

Background

The Full Picture

I'm a Product Manager who sits at the intersection of deep technical fluency and customer-obsessed design. My foundation is network engineering — I understand infrastructure, latency, and system constraints — which lets me make faster, better decisions when building AI-powered products that run at carrier scale.

At Verizon, I've led the shift from static IVR decision trees to intent-driven Agentic AI using Google Customer Engagement Suite, integrated GenAI across chatbot and RCS channels, and shipped novel UX primitives like In-Bot Video Containers that required co-ordinating across AI, network, and product teams.

Before Verizon, I ran product at Tata Elxsi — launching an award-winning V2X solution, managing 5G NFV/ETSI infrastructure products, and building Go-To-Market strategies that closed marquee enterprise deals.

# Radical Customer Obsession # Analytical Decisiveness # Pragmatic Innovation # AI Strategy & Implementation # Observant

Certifications

SAFe Certified Product Owner / PMScaled Agile
CCNACisco · CSCO11655091
Graduate Certificate — Business ManagementKelley School of Business, Indiana University · 2015
B.E. Computer ScienceKLN College of Engineering (Anna University) · 2008

Career

Work Experience

Verizon

2021 — Present

Tata Elxsi

2018 — 2021

Cognizant

2010 — 2018

Aug 2021 — Present · Chennai, India

Manager, Experience Management

Verizon

Agentic AI & Google CES: Spearheaded Agentic Applications via Google Customer Engagement Suite, transitioning from static decision trees to intent-driven, autonomous reasoning.
GenAI & Hyper-Personalisation: Integrated Generative AI across Chatbot and RCS channels to drive hyper-personalisation, increasing conversion rates and reducing churn.
Technical UX Innovation: Shipped low-latency In-Bot Video Containers and Assisted Menu CTAs, ensuring seamless media delivery through optimised network engineering.
Omnichannel CX Operations: Deployed a unified framework for Live Chat, Video, and Voice, optimising call volumes and ensuring seamless cross-channel transitions.
AI-Assisted Efficiency: Launched automated priority management and channel-selection algorithms, significantly boosting resolution speed and agent efficiency.
Data-Driven Optimisation: Implemented Queue Control and journey visibility tools to proactively resolve high-friction user points using real-time analytics.

Mar 2018 — Jul 2021 · Chennai, India

Product Manager

Tata Elxsi

Roadmap & P&L: Defined Network and Connected Vehicle roadmaps, aligning delivery with P&L targets and competitor pricing.
5G Orchestration: Managed Open-Source (ETSI/NFV) solutions as Proxy PM to facilitate 4G/5G infrastructure deployment.
Security & Compliance: Led network transformation programs to ensure alignment with UK Telecom Security Requirements (TSR).
Process Automation: Re-engineered manual operations into automated "To-Be" workflows to eliminate operational touchpoints.
GTM & Partnerships: Established joint Go-To-Market strategies and PoCs to drive service-led revenue and product-market fit.
Award-Winning Launch: Launched V2X solution and directed 4 major upgrades; closed 3 marquee deals establishing a $2M strategic pipeline.

May 2010 — Feb 2018 · Bangalore & Chennai, India

Business Analyst & Various Roles

Cognizant

Product Definition: Served as Proxy Product Owner for a US Automotive major; designed end-to-end spare parts ordering systems for Agri-Equipment OEMs.
Network Provisioning: Managed core network device and CPE provisioning for Comcast using Amdocs Cramer for IP/Port allocation and configuration.
Site Reliability: Maintained performance and stability of enterprise servers, databases, and mission-critical applications for a global Internet Security provider.

Impact

Key Achievements

$8.5M

GenAI Cost Transformation

Realised $8.5M annual savings by scaling GenAI-driven intent resolution and reducing agent handle time at Verizon.

$5M

Video-Commerce Integration

Captured $5M incremental revenue by pioneering Video Assist within automated chatbot channels — a first in carrier CX.

+15%

Omnichannel Growth

Drove a 15% lift in conversion rates via data-driven journey mapping and omnichannel sales funnel optimisation.

🏆

Verizon Special Mention Award

Received for architecting high-value 5G MEC use cases demonstrating strategic innovation at network-product intersection.

$2M

Strategic Pipeline

Closed 3 marquee deals and established a $2M strategic pipeline at Tata Elxsi by aligning Connected Vehicle product to client needs.

V2X

Award-Winning Product Launch

Launched industry-recognised V2X solution at Tata Elxsi and directed 4 major upgrades to sustain market leadership.

Srivathsan Chinnakonda

The Full Picture

Certifications

Work Experience

Key Achievements

Skills & Tools

Core Skills

AI Technologies

Analytics & Data

Academic Background

Articles & Perspectives

Book Recommendations

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