Afiniti

• Built AI platform for deaf agents with STT/TTS, improving efficiency 28% and raising comprehension 19%.

• Built AI Agent with intent detection and malicious call screening, reducing routine workload 30% and flagging harmful speech with 92% accuracy.

• Led migration of 1,500 field offices to a modern contact center platform, managing 15+ engineers, architects, and specialists across network, telephony, infrastructure, and databases. Delivered training through videos and self-serve docs.

Associate Director, Product and Delivery

• Launched Afiniti Mega, a cloud-native contact center platform supporting 100,000+ calls, with engineering, DevOps, and infrastructure teams.

• Led pre-sales and GTM efforts, presenting to global stakeholders, shaping business cases, and refining positioning using market insights.

• Drove PoC deployments across EMEA and LATAM using Azure, Google Cloud, and AWS for secure, scalable rollouts.

• Implemented compliance strategy, achieving PCI DSS & ISO 27001 with zero-downtime deployments and proactive patching.

Senior Manager, Product and Delivery

• Delivered a custom digital agent solution for United HealthCare (UHC), leading end-to-end execution from discovery to deployment, aligned with UHC’s strategic goals.

• Directed a cross-functional team of scrum masters, developers, QA, and architects to integrate Afiniti’s AI with Genesys, enhancing digital interaction capabilities.

• Applied Agile practices with detailed roadmaps and sprint planning to ensure flexibility, transparency, and on-time delivery.

• Set a new benchmark for digital customer service, with the solution later scaled to support 8,000 agents on LivePerson.

Program Manager

• Managed the technical relationship with American Movil, Telcel Mexico, ensuring smooth operations and service delivery while maintaining strong client engagement.
• Took full ownership of high-priority incidents, leading issue resolution efforts to minimize downtime and ensure uninterrupted Afiniti services.
• Led a team of Technical Support Engineers responsible for monitoring system performance, troubleshooting technical issues, and ensuring call routing remained intact.
• Implemented Service Level Agreements (SLAs) and Standard Operating Procedures to enhance service quality and maintain system reliability.
• Deployed Grafana-based monitoring systems to track real-time system health and signal integrity, enabling proactive issue detection and resolution.
• Managed and executed system upgrades and build upgrades, including creating and executing Method of Procedures (MOPs) to ensure smooth deployments with minimal disruptions.
• Developed and rolled out weekly performance reports, providing stakeholders with insights into system stability, issue trends, and optimization opportunities.
• Ensured compliance with ITIL and ITSM frameworks, optimizing technical service management processes to drive operational efficiency.
• Acted as a technical SME, mentoring junior Technical Account Managers (TAMs) and providing oversight on client escalations.
• Drove continuous improvement initiatives, advocating for standardized processes and enhanced system reliability across global service teams.

Technical Account Manager, Global Service Delivery & Customer Success

• Projects:

American Movil, Telcel Mexico:
-Led the deployment of the Enterprise Behavioral Pairing (EBP) solution, achieving a 9% increase in digital upselling and cross-selling.
- Managed end-to-end deployment, from initial scope to final delivery, of customized offers improved customer retention by 12%.
-Partnered with the Telcel Mexico team, enhancing communication by learning basic Spanish, which significantly improved our workflow. This strong collaboration was instrumental in delivering our projects ahead of schedule, demonstrating the importance of cultural engagement in driving project success.

Claro Columbia:
-Managed a critical upgrade of IT systems, working directly with vendors to select and set up the necessary hardware. This included coordinating with teams across borders to ensure all components met our technical and operational standards.
-Implemented the Afiniti AI solution, configuring it to integrate smoothly with existing infrastructure.
-Facilitated remote engineer access to streamline setup and troubleshooting.
-Handled logistics to successfully ship the configured systems to Claro's data center in Columbia, navigating international shipping and customs efficiently. 

Sprint:
-Integrated the EBP solution with the Genesys switch, enhancing customer retention rates. This integration outperformed Genesys' own predictive routing technology, showcasing the effectiveness of our customized approach.

Technical Project Manager, AI & Behavioral Pairing for Contact Centers

• Led Deployment & Increased Sales: Lead the deployment of Afiniti's Enterprise Behavioral Pairing (EBP) solution at American Express, resulting in a 5% increase in Platinum and Gold card sales through strategic project management and innovation.

• Enhanced Data Security: Directed the implementation of the SHA-2 encryption algorithm, significantly enhancing data privacy and securing PII/ANI data across systems.

• Utilized Advanced Project Tools:
-Leveraged MS Project for creating detailed project schedules and Gantt charts, improving project tracking and execution.
-Employed Atlassian JIRA for task management and progress tracking, enhancing team efficiency and milestone accuracy.
-Produced impactful weekly presentations and data-driven performance reports using MS Office Tools and SQL, aiding in strategic decision-making.
Managed complex data analyses and performance tracking with MS Excel, supporting critical project management functions.
-Agile Project Management: Executed project management responsibilities within an agile framework, including work breakdown structures, resource capacity planning, and sprint management, enhancing project flexibility and team response.

• Stakeholder Engagement: Regularly communicated with stakeholders at American Express through detailed presentations and reports, maintaining strong professional relationships and ensuring project alignment with client expectations.

• Budget and Resource Management: Oversaw comprehensive project budgets, ensuring optimal resource allocation and cost management to maximize project value and ROI.

Project Management Analyst, AI & Behavioral Pairing for Contact Centers

I build ai products.

• 8+ years in product and program management.

• $42M+ revenue impact → AI/ML product launches → healthcare, finance, telecom.
• Agentic AI platforms → LLM systems → workflow automation & decision support
• Multimodal AI → voice, chat, digital → improved CX & reduced workload

• Analytics dashboards → adoption growth → performance tracking

• AI/ML products 0→1 → strategy to delivery → enterprise scale.

Is it worth spending $250k on MBA at Harvard Business School?



I took a week off from linkedin - and it was all worth it!

Besides getting a tan, I met some amazing founders, talked about the rise of solopreneur startups, and understood how MBA prepares founders for the real world.

I’ll be sharing more about it in the next few weeks. Stay tuned if you’re a founder or someone who wants to be one.

Cheers!

Rana Junaid

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How I made $1.6m with just one post 🤯




Linkedin is flooded with hooks like that.

Don’t fall for hooks.

I know it’s tempting.

You want to comment ‘millionaire’ and hope to become one. :p

I probably commented on 100s of posts.

I have tried it all.

Millionare
Money
Dollar
Rich
$$

Never made a dime out of it.

I wish it was that easy. :p

Yep, the only way is to do some real work. No hacks, no shortcuts.

Linkedin says 95% of people lack confidence.



Most of us know it, but we don’t admit.

Confidence has always been one of my favorite topics. I’ve struggled with it too.

I’ve read books, watched videos (Charisma on Command is one of my favorites), and most advice talks about acting confident:

 -  Stand tall
 -  Speak slowly
 -  Use gestures

But the truth is, it never really sticks.

I believe true confidence comes from achievement, not pretending.

And achievement doesn’t have to be big.
It can be as small as:

 -  Making your bed
 -  Cleaning your room
 -  Writing your first LinkedIn post

Every time you do something uncomfortable, something you’ve been putting off, you build confidence.

The rule of thumb is simple:

Do the work you’ve been avoiding. You already know what it is.

Once you do it, you’ll feel good about yourself. 

And that feeling? That’s confidence.

Everyone says: pick a niche and stay with it.. But why?




When I started posting on LinkedIn, I was obsessed with stories

Every post had to be a story
Some with a lesson
Some with a purpose

It worked for a few weeks
But I started running out of stories

I’d sit down, write a draft
And it just didn’t feel right
It felt like I was forcing it

So I changed a bit.

Now I write some posts about work
Some for fun
And some that don’t make sense at all

and it works fine.

Look at this post for example

I took this photo yesterday.
Does it make sense?

Na. Not really.

It’s just a photo of sunset I really like.

So don’t overthink it.

Just post..

Leo is only 7. He leaned too much on AI, and took the hit. Are you doing the same?



I made this storybook with Gemini's 'Storybook' feature. Just one little prompt can do so much. 

Can I list it on Amazon Kindle? 🤔

Kaive

You think crypto’s unpredictable? Try Pakistan cricket. #AsiaCup2025

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