Headline

Solution Engineering Lead @ Infobip | Helping enterprises deploy Agentic AI & Conversational CX | IIIT Bangalore ML/AI

About

One Decade. One consistent obsession: turning communication technology into measurable business outcomes, not just implementations, but results that show up in win rates, sales cycles, and customer journeys. At Infobip, I lead the North and South India Solution Engineering team. Over the last few years, we've improved deal win rates and cut average sales cycles from ~3 months to nearly half not by working harder, but by building better frameworks for how we discover, design, and deliver solutions. What I actually spend my time on: → Designing AI-powered customer engagement solutions for enterprises in healthcare, automobile, and retail using Generative AI, Agentic AI, WhatsApp Business, and omnichannel platforms → Personally building with Claude Code, internal SE performance dashboards, automated reporting, and rapid prototyping and coaching my team to do the same → Architecting agentic workflows that go beyond static automation: systems that understand context, make decisions, and take action based on real business outcomes → Coaching Solution Engineers to move from feature-led pitching to outcome-led selling, the single highest-leverage change I've made as a team lead → Partnering with CXOs on digital transformation strategy — not just selling them a product, but co-designing the solution Clients I've worked with closely: Apollo 247, Manipal Hospitals, Narayana Health, TVS , across patient journey automation, diagnostic query handling, lead qualification, service booking, and omnichannel CX. I hold an Executive PG in ML & AI from IIIT Bangalore (upGrad), because I believe the SE leaders of the next 5 years need to understand AI architecturally, not just commercially. Recognised with the Orange Star Award twice for consistent performance and cross-functional impact. Outside of work, I experiment with AI agents building automation workflows using the Anthropic API and Claude Code and document what I learn. I've also explored some unconventional applications: AI-generated music, Vedic astrology + numerology analysis, and personal finance tooling for the Indian context. If you think the best insights come from people who build things out of curiosity, we'll get along well. Open to conversations on: enterprise AI adoption, SE team building, CPaaS strategy, agentic CX, or any interesting problem at the intersection of technology and customer experience.

Location

Bengaluru

AI stack

antigravity

codex

cursor

Work experience

Solution Engineering Chapter Lead at Infobip, Jul 2025 - Present · 1 yr 2 mos, Bengaluru, Karnataka, India, Leading the North and South India Solution Engineering function at one of the world's largest SaaaS/CPaaS platforms responsible for team performance, solution quality, and revenue impact across enterprise accounts. → Built structured discovery and demo frameworks adopted across the SE team, contributing directly to a ~23% improvement in deal win rates and cutting average sales cycles from ~3 months to ~6 weeks → Drive AI and agentic workflow adoption within the team personally using Claude Code for rapid prototyping, internal performance dashboards, and automated solution documentation, and coaching the team to integrate AI into everyday engineering practice → Partner with CXOs and enterprise decision-makers across healthcare, retail, and automobile to translate digital transformation goals into scalable CPaaS and AI solutions focused on measurable business outcomes, not just platform deployment → Design and oversee solution architecture, technical demonstrations, and implementation strategies across Voice, Video, Email, SMS, WhatsApp, and conversational AI channels → Mentor and develop Solution Engineers to shift from feature-led to outcome-led selling improving deal quality, customer confidence, and team consistency across regions → Collaborate with sales leadership on regional revenue strategy, influencing deal prioritisation, go-to-market approach, and high-value account planning across North and South India

Principal Solutions Engineer at Infobip, Apr 2022 - Jul 2025 · 3 yrs 4 mos, Bengaluru, Karnataka, India, Owned end-to-end solution design for Infobip's full CPaaS portfolio Voice, Video, Email, SMS, WhatsApp, and conversational AI across healthcare, automobile, and retail verticals. Served as the primary technical resource for enterprise clients and Google product lines across India. → Helped Infobip achieve growth in Google Business Messages (GBM) clients and RCS clients within a single year serving as the lead SE for all → Designed AI-powered patient engagement solutions for Apollo 247, Manipal Hospitals, and Narayana Health automating diagnostic query handling, appointment booking, and patient communication via WhatsApp and chatbot platforms → Built presales and service booking journeys for TVS using conversational AI reducing manual coordination effort and improving lead-to-demo conversion across the automobile vertical → Architected Gen AI chatbot solutions (keyword-based and intent-based) with seamless live agent handoff deployed across healthcare and retail enterprise clients at scale → Worked closely with the Google team on GBM and RCS product adoption, establishing Infobip as a preferred partner for Google's CPaaS channel in India → Acted as a cross-functional bridge between Product, Sales, and Client teams gathering field intelligence and influencing the product roadmap based on real enterprise requirements

Senior Presales Engineer at Infobip, Dec 2020 - Apr 2022 · 1 yr 5 mos, Bengaluru, Karnataka, India, Established Infobip's Google CPaaS product SE practice in India building the technical foundation that enabled the 10x GBM and 20x RCS client growth that followed. → Served as the primary Client Solutions Engineer for all Google products (GBM, vSMS, RCS) across India — well before these channels reached mainstream enterprise adoption → Consulted enterprise clients across South India on digital communication transformation covering product-market fit, integration feasibility, and phased implementation planning → Maintained real-time competitive intelligence and industry trend analysis, directly used in enterprise sales conversations and internal SE enablement sessions → Developed project scopes and delivery plans involving cross-functional stakeholders, ensuring technical feasibility and on-time execution

Technical Sales Manager and Channel Partnership at Ozonetel Communications, Mar 2016 - Aug 2018 · 2 yrs 6 mos, Mumbai, Maharashtra, India, Managed end-to-end technical sales and channel partnerships for Ozonetel's cloud communications platform across Mumbai and Ahmedabad. → Owned the full sales cycle: discovery, product demonstration, solution scoping, pricing, and proposal delivery for cloud telephony and SaaS products → Managed telecom operator and channel partner relationships across the Mumbai and Ahmedabad regions — building a partner ecosystem that extended Ozonetel's market reach → Responded to RFPs and RFIs from enterprise prospects preparing technical documentation and delivering client-facing presentations for complex deals → Contributed to product marketing by creating demo videos and writing product blogs — extending beyond the traditional sales remit

Marketing Intern at Adani Wilmar Limited, Feb 2015 - May 2015 · 4 mos, Ahmedabad Area, India, Topic: A Study on Sales and Distribution Management, Consumer Brand Awareness and Buying Behavior towards Fortune Products. Objective of the Study:  -To Understand the Retail Market of Adani Wilmar Fortune, its selling and distribution channels. -To understand how Fortune did its branding process. -To know the marketing strategies followed by Adani Wilmar Fortune -To analyze and understand the buying behavior for Fortune products and brand awareness of consumer’s towards Fortune products.

Education

Executive PG Programme in Machine Learning and Artificial Intelligence, Artificial Intelligence, International Institute of Information Technology Bangalore

Master of Business Administration (MBA), Marketing, IBS Hyderabad

Public links

github: https://github.com/nitishnarayanan002