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Ram Goyal

Transforming CX using AI | Deflection | Knowledge Management | Enterprise Search

Bengaluru

13+ years of work experience

Cohesity
Oct 20258 mosPresent

Bengaluru, Karnataka, India

Cohesity
Oct 20232 yrs 1 moOct 2025

Bangalore Urban, Karnataka, India

Cohesity
Apr 20212 yrs 8 mosNov 2023

Bengaluru, Karnataka, India

Conversational AI-Bot - Complete ownership of rolling out the Conversational AI Chatbot on the Support portal, internal salesforce, and product UI. - Identify and build workflows for the bot such as most common queries by the customers; case creation; view tickets and updates to the Salesforce environment. - Assign tasks to the team that will be working on optimizing/ implementing the bot. - Manage the project timelines and communicate to the leadership on a weekly basis. - Break down large complex tasks and assign them to the team. - Create discovery, UAT, and rollout plans for the projects - Create reports on the effectiveness of the system. - Create reports and processes for continuous improvement of the project. - Get customer feedback and internal feedback to incorporate in the product. - Create a roadmap for the support bot and identify and get exec approval for the workflows where it can be incorporated. For example, product-UI; Support portal; Internal Salesforce; Slack Support Portal Revamp: - Manage team, budget, and timelines of the support portal project - Identify the workflows that need to be optimized and revamped. - Identify and integrate Google Tag Manager tags for analytics to track user behavior. - Manage timelines with Salesforce development and UX team. Knowledge Management People, Tools, and Processes: - Build and groom a team of knowledge analysts and assign tasks to them. - Build processes to get work in the form of JIRA tickets from ENG/ Support teams and ad-hoc requests. - Build and rollout process to address feedback from internal users/ customers in Salesforce. - Build and rollout processes for creating/ managing/ publishing knowledge base articles. - Build tools to sync knowledge base articles from Salesforce to Confluence and partner portals. - Build a process to create deflectable knowledge base articles from the search data. - Build dashboards on the KPIs of the knowledge team in Salesforce and Tableau.
Synopsys Inc
Aug 20208 mosMar 2021

Bengaluru, Karnataka, India

Alpahserve technologies
Apr 20173 yrs 5 mosAug 2020

Bangalore

VMware
Jan 20168 mosAug 2016

Bangalore

Oracle
Jun 20123 yrs 4 mosSep 2015

Bangalore

Ram’s AI Stack

aistudio
aistudio
langchain
langchain
notion
notion
openai
openai

Education

Vellore Institute of Technology

Bachelor of Technology (B.Tech.), Computer Science

Vellore Institute of Technology

20084 yrs2012
Vellore Institute of Technology

B.tech, CSE

Vellore Institute of Technology

20084 yrs2012

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Headline

Transforming CX using AI | Deflection | Knowledge Management | Enterprise Search

About

CX AI Strategy; Azure AI; Salesforce; Knowledge management

Location

Bengaluru

AI stack

aistudio

langchain

notion

openai

Work experience

Senior Software Engineering Manager at Cohesity, Oct 2025 - Present · 8 mos, Bengaluru, Karnataka, India

Manager - Software Engineering at Cohesity, Oct 2023 - Oct 2025 · 2 yrs 1 mo, Bangalore Urban, Karnataka, India

Knowledge Program Manager at Cohesity, Apr 2021 - Nov 2023 · 2 yrs 8 mos, Bengaluru, Karnataka, India, Conversational AI-Bot - Complete ownership of rolling out the Conversational AI Chatbot on the Support portal, internal salesforce, and product UI. - Identify and build workflows for the bot such as most common queries by the customers; case creation; view tickets and updates to the Salesforce environment. - Assign tasks to the team that will be working on optimizing/ implementing the bot. - Manage the project timelines and communicate to the leadership on a weekly basis. - Break down large complex tasks and assign them to the team. - Create discovery, UAT, and rollout plans for the projects - Create reports on the effectiveness of the system. - Create reports and processes for continuous improvement of the project. - Get customer feedback and internal feedback to incorporate in the product. - Create a roadmap for the support bot and identify and get exec approval for the workflows where it can be incorporated. For example, product-UI; Support portal; Internal Salesforce; Slack Support Portal Revamp: - Manage team, budget, and timelines of the support portal project - Identify the workflows that need to be optimized and revamped. - Identify and integrate Google Tag Manager tags for analytics to track user behavior. - Manage timelines with Salesforce development and UX team. Knowledge Management People, Tools, and Processes: - Build and groom a team of knowledge analysts and assign tasks to them. - Build processes to get work in the form of JIRA tickets from ENG/ Support teams and ad-hoc requests. - Build and rollout process to address feedback from internal users/ customers in Salesforce. - Build and rollout processes for creating/ managing/ publishing knowledge base articles. - Build tools to sync knowledge base articles from Salesforce to Confluence and partner portals. - Build a process to create deflectable knowledge base articles from the search data. - Build dashboards on the KPIs of the knowledge team in Salesforce and Tableau.

Senior Technical Writer at Synopsys Inc, Aug 2020 - Mar 2021 · 8 mos, Bengaluru, Karnataka, India

Technical Writer at Alpahserve technologies, Apr 2017 - Aug 2020 · 3 yrs 5 mos, Bangalore

Knowledge Experience Quality Analyst. at VMware, Jan 2016 - Aug 2016 · 8 mos, Bangalore

Java-TW at Oracle, Jun 2012 - Sep 2015 · 3 yrs 4 mos, Bangalore

Education

Bachelor of Technology (B.Tech.), Computer Science, Vellore Institute of Technology

B.tech, CSE, Vellore Institute of Technology