Tungi Dang
Technical PMO | Delivery Master | LLM-Expert
Experience
Jul 2024 - Present
1 year 1 monthTechnical PMO | Delivery Master | LLM-Expert
Stealth - NDA
- Owning RAG, LLM systems and ML-Ops pipelines for various startups in insurance, banking and energy (KRITIS)
Jun 2023 - Jul 2024
1 year 2 monthsBerlin, Germany
Technical PMO | Senior Consulting | Rollout-Manager
Telefonica
- Supporting project managers in operational planning and execution: As a core team member, I actively supported subproject leads in implementing CCaaS solutions. By integrating Genesys Cloud, we increased customer service efficiency by 40%. I also implemented AI-driven chatbots that reduced average request handling time by 30%.
- Continuous tracking and progress monitoring as well as follow-up on open deliverables: I developed a real-time dashboard that monitors key KPIs like call volume, wait times and first-call resolution rate in our CCaaS system. This allowed us to proactively address bottlenecks and increase customer satisfaction by 20%.
- Creation and management of project documentation: Responsible for documenting all CCaaS-related processes, including IVR flows, call routing strategies and integration points with CRM systems like Salesforce. This ensured that technical and non-technical stakeholders were always informed about project status.
- Identification and ongoing management of project risks and changes: By implementing VoIP and SIP technologies, I identified and minimized potential downtime risks. Introducing redundant cloud architectures increased system availability to 99.99%.
- Updating project plans and dependencies: I identified dependencies between CCaaS components like AI integrations and customer journey management and adjusted the project plan accordingly. This ensured all teams worked in sync and met deadlines.
- Monitoring budgets and milestones: Through precise budget control and efficient resource management, I achieved 15% cost savings without affecting CCaaS solution quality.
- Creating and reviewing status reports with subproject leads: Regular reports on CCaaS implementation progress helped keep stakeholders updated and enabled informed decision-making.
- Organizing project meetings including participation, preparation, follow-up and minute-taking: Using effective meeting management techniques, I promoted collaboration among cross-functional teams, leading to a successful CCaaS launch for brands like AldiTalk, Blau, NettoKom, AyYildiz and O2.
- Tech Stack & Tools: AWS, Adobe Experience Platform, Adobe Target, REST API, Salesforce, OpenAPI, React, python, FastAPI, Typescript, Javascript, NodeJS, Jira, Confluence, Docker, Cloudwatch, Prometheus, Kubernetes, Microservice, Claude, Talkdesk, Huggingface
Oct 2022 - Apr 2023
7 monthsBerlin, Germany
Data Governance Lead | Product Architect | Anforderungsmanagement
Bundesdruckerei
- Writing concepts, workshops and requirements for PLAIN: I played a key role in creating concepts, running workshops and drafting requirements for the PLAIN project, which optimized business processes and increased efficiency.
- Extensive tech knowledge in monitoring, logging, auditing, backup, repositories and recovery: By designing robust monitoring and logging systems, I increased system reliability and reduced recovery times by 30%.
- Expertise in OpenShift (v4), OpenStack (RHOSP), Kubernetes and network infrastructure (Cisco ACI): I built and operated complex on-premise cloud platforms.
- Using Proxmox, Ansible, Terraform, Debian, Docker, Gitlab and CI/CD pipelines: By automating deployments and configurations, I cut deployment times by 40%.
- Experience with storage technologies like CEPH, NFS and S3: I designed highly available storage systems that sped up data access and cut storage costs.
- Analyzing complex specifications and modeling business processes for private cloud platform solutions: Through detailed requirements analysis and process modeling, I developed custom solutions that met the public sector's specific needs.
- Professionally representing on-premise hosted cloud platform topics: I used my expertise to advise internal and external stakeholders and share best practices.
- Effective communication with clients, partners and service providers: My strong communication skills and confident presence enabled successful collaboration with public sector clients and data scientists, boosting customer satisfaction by 25%.
- Tech Stack & Tools: PowerBI, GraphQL, SAP CRM, Redshift, eCATT, OpenUI5, XML, jQuery, SAP S/4 HANA, REST API, OpenAPI, python, JSON, FastAPI, Typescript, Java, Javascript, NodeJS, Jira, Confluence, Docker, microservices, IAM, Vaultkey, Genesis Cloud CX
Sep 2022 - Oct 2023
1 year 2 monthsBerlin, Germany
Technical Product Architect
Volkswagen
- Promoted integration of AI/ML algorithms to deliver personalized product recommendations, leading to a 20% increase in cross-selling and upselling revenue within the first quarter of implementation.
- Successfully developed and implemented a cross-brand go-to-market strategy using WhiteLabelFrontEnd and poly/mono repo approach for the global rollout of an e-commerce solution, boosting online sales within the Volkswagen group.
- Identified weaknesses in the customer journey through automated continuous deployment of shops across multiple environments, significantly increasing overall SLA availability.
- Introduced standardized requirements management in a SAFe environment across multiple teams as a basis for communication, expectation management and the PI roadmap.
- Led the transition to a robust cloud-based infrastructure that ensured high availability and stability in all regions, resulting in a 30% reduction in system downtime and a greatly improved user experience.
- Tech Stack & Tools: AWS, GoogleCloud, Newrelic PowerBI, GraphQL, REST API, OpenAPI, React, python, FastAPI, Typescript, Java18, Javascript, NodeJS, Jira, confluence, Docker, microservices, Kubernetes, terraform, scrum, project management, golang, Domain Driven Design
Sep 2021 - May 2022
9 monthsBerlin, Germany
Product Lead | DevOps Architect | Roll-Out Manager | Contentsquare Specialist
Gesund.de
- Successful launch of a new product: As Product Lead, I steered the development of an innovative health platform integrating AI-powered OCR for e-prescriptions, telemedicine and last-mile delivery. By implementing Twilio Flex and AI chatbots, we cut patient request handling time by 50%. This efficiency boost led to a 65% revenue increase in the first quarter after launch.
- Improved stakeholder engagement: I collaborated closely with healthcare providers like GEMATIK, patients and B2B partners in telemedicine and pharmacy. Implementing IVR systems and intelligent call routing optimized call transfers, boosting SLA compliance by 28%. The better communication significantly built stakeholder trust in our CCaaS solution.
- Established a partner ecosystem: I developed an API-based integration platform that allowed partners to seamlessly connect their ERP systems to our CCaaS solution. Using Twilio Flex for flexible communication channel adaptation, we optimized ops and consistently met SLAs.
- Analysis using Contentsquare: By analyzing user interactions on our platform, I pinpointed pain points in the customer journey. Using this data, I created personalized recommendations that increased user satisfaction by 40% and improved conversion rate by 25%.
- Optimized product development process: I introduced agile methods like Scrum and DevOps practices to speed up the development cycle. Automating deployments with Jenkins and Kubernetes cut time to market by 30%. Continuous integration and delivery also improved software quality and platform stability.
- eCom-driven, user-friendly product: Working with UX/UI, I developed an intuitive interface. Implementing React Native and integrating payment options greatly improved user experience, driving higher customer retention and a 50% increase in active users.
- Tech Stack & Tools: AWS, GraphQL, REST API, OpenAPI, ReactNative, jenkins, python, FastAPI, Typescript, Twilio Flex, ContentSquare, Javascript, Redshift, Jira, confluence, Docker, OCR, microservices, Kubernetes, terraform, scrum, project management, golang, Java
Jun 2021 - Jul 2022
1 year 2 monthsBerlin, Germany
Product Line Lead | Senior Consulting | DevOps Architect | Mx3
Allianz Technology
- Developed and implemented a multi-cloud strategy with crossplane.io, planning and execution that enabled deployment and management of applications across Azure and AWS platforms.
- By implementing effective tracking methods, I monitored progress and identified open tasks, increasing flexibility and agility in responding to business needs.
- I created and reviewed customer-focused product descriptions to ensure clear communication of product features and capabilities, keeping documentation up to date.
- With the introduction of ArgoCD for automated continuous delivery, I minimized potential risks and controlled changes effectively, reducing manual effort and eliminating errors.
- I regularly updated project plans and identified dependencies, especially using Dynatrace and Grafana for performance monitoring of the multi-cloud environment.
- Through accurate budget control and milestone adherence, I reduced operating costs and optimized resource usage, improving system resilience.
- I wrote detailed status reports and analyzed them with subproject leads to measure progress and improve SLA compliance by 35%.
- I organized and moderated regular stakeholder meetings, including insurtech providers, in-house EDM customers and B2B partners. Preparing, documenting and following up these meetings built greater trust in our product.
- I developed training programs for client operations and scaled personnel management within service teams, making onboarding of new members more efficient.
- By optimizing 24/7 first-level support and improving second-level support, I reduced incident numbers by 60% and increased overall customer service quality.
- Tech Stack & Tools: AWS, Azure, GraphQL, REST API, OpenAPI, React, python, FastAPI, Typescript, Javascript, NodeJ, DynamoDB, Jira, confluence, Docker, Dynatrace, ArgoCD, Crossplane, microservices, Kubernetes, terraform, scrum, project management, golang, Grafana
Nov 2020 - Aug 2021
10 monthsBerlin, Germany
Product Lead | AI Architect | Senior Consulting
Uniper AG
- Designed and implemented a knowledge graph with CCaaS integration: As AI Architect, I built a comprehensive knowledge graph using AWS Neptune Graph DB to map complex relationships and processes in the energy supplier role. Integrating CCaaS data helped us better understand customer interactions and create personalized service offers, boosting satisfaction by 35%.
- Optimized delivery start and end processes: I analyzed existing processes and found bottlenecks in customer communication. By deploying Cisco Webex Contact Center, we improved accessibility and response times of our service team, reducing complaints by 40% and increasing process stability despite external factors like new regulations.
- Implemented SPARQL queries and master tables: I developed complex SPARQL queries to retrieve and analyze data from the knowledge graph. This let us detect customer behavior patterns and take proactive actions in CCaaS, such as targeted upsell offers that increased revenue by 20%.
- Optimized energy trading and risk management with Murex3:
- Implemented and customized Murex3 for energy trading: Used Murex3 for handling and managing energy derivatives, automating trade processes and integrating real-time market data. This enabled more efficient trade execution and improved transparency.
- Risk assessment and monitoring: Used Murex3 for comprehensive risk assessments and continuous monitoring of market, credit and operational risks. Precise risk measurement and reporting allowed early detection of risks and effective countermeasures, contributing to trading stability.
- Integration of Murex3 into delivery processes:
- Automated delivery processes: Used Murex3 to automate and optimize delivery start and end processes, including contract management and quantity reconciliation. This reduced manual errors and sped up workflows.
- Data integration and reporting: Integrated Murex3 with the knowledge graph for seamless data processing and analysis. Developed custom reporting tools in Murex3 that provided precise and timely reporting on delivery processes and performance, improving decision-making with current, accurate data.
- Testing of adapted processes: I conducted extensive tests of new CCaaS features, including developing test cases for IVR menus and call routing. Careful documentation and error analysis boosted quality and reduced downtime by 25%.
- In-depth knowledge of market communication formats and SAP IS-U: My expertise in UTILMD and other energy industry standards enabled seamless integration of CCaaS solutions into existing systems. Close collaboration with IT and business departments ensured a smooth implementation without business disruption.
- Tech Stack & Tools: AWS, GraphQL, REST API, OpenAPI, ReactNative, jenkins, python, FastAPI, Typescript, Javascript, Cisco Webex Contact, Redshift, Jira, confluence, Docker, OCR, microservices, Kubernetes, terraform, scrum, project management, golang, Java, SAP
Nov 2020 - Feb 2021
4 monthsBerlin, Germany
Solution Architect Lead | Cloud Architect | Product Lead
BIONTECH AG
- Built and led a team of six developers to create complex online training for medical leaders.
- Assessed business requirements and provided technical advice on new features, release planning and maintenance.
- Solution Architect for multiple teams: requirement analysis, user story mapping, coordinating epics and tasks, defining user stories with stakeholders.
- Created a native AWS and Google Cloud stack with a GraphQL microservices ecosystem, designing and implementing a GraphQL API for third-party integrations.
- Organized an agile work environment using Scrum methods (sprint planning, stand-ups, retrospectives, story points) aligned with OKRs.
- Implemented CI/CD DevOps with microservices (Spring Boot) on Docker for a sustainable product with automated tests (Jenkins, SonarQube) and error handling.
- Knowledge Graph engineering (neo4j) for healthcare in a GDPR-compliant web app and API design.
- Implemented cloud monitoring with New Relic and Datadog with anomaly detection.
- Designed product features and user workflows with the UI lead on Sketch.
- Tech Stack & Tools: AWS, GraphQL, REST API, Spring Boot, New Relic, datadog, sketch, jenkins, python, Typescript, Javascript, Redshift, Jira, confluence, Docker, microservices, Kubernetes, terraform, scrum, project management, golang, Java
Feb 2020 - Nov 2020
10 monthsHamburg, Germany
Solution Architect Lead | AI Engineer | Product Owner | Cloud Architect
RVNT & Messe Stuttgart
- Built neural networks (NLP and object detection) with Python and TensorFlow and set up an ETL and MLOps pipeline on Azure ML Ops.
- QA engineering with cypress.io and k6.io.
- Documented implemented services and features in Confluence.
- Created and designed REST APIs and implemented GraphQL.
- Managed the product backlog and was responsible for its creation, editing and maintenance.
- Managed clients and stakeholders, understood their needs and translated them into the product backlog.
- Advised on web and app interface performance optimization by building an SOA on microservices and Kafka stream API, using Java, Spring Boot, InfluxDB and Exasol.
- Worked in an agile team and actively participated in Scrum ceremonies like planning, review and backlog refinement.
- Conducted code reviews and defined developer guidelines.
- Implemented a multi-cloud stack with microservice architecture and created developer documentation (GCP, Azure, AWS).
- Automated error reporting and crash analysis with Datadog.
- Gained user insights through Matomo and Firebase analytics.
- Managed Jira backlog and feature requests (2-week sprint planning).
- Built a CI/CD pipeline with Kubernetes, Docker, Jenkins, SonarQube and GitLab.
- Tech Stack & Tools: Azure, REST API, Spring Boot, Postman, New Relic, datadog, sketch, jenkins, python, Typescript, Javascript, Java, AWS Redshift, Jira, confluence, Kubernetes, scrum, project management, matomo, golang, Docker, kubernetes
Mar 2018 - Dec 2020
2 years 10 monthsHamburg, Germany
Solution Architect | Data Science, Data Engineering
Capgemini SE
- Implemented comprehensive capital market solutions with Murex3: Responsible for deployment and customization to support complex capital market processes, leading to significant gains in operational excellence and effective navigation of market-specific challenges.
- Optimized derivatives processes and reporting with Murex3: Used Murex3 to automate and improve derivative management and reporting, minimizing risks, streamlining processes and cutting operating costs by 15%.
- Increased regulatory agility and operational efficiency: Leveraged Murex3 to adapt to different regulatory requirements in various jurisdictions, ensuring compliance and boosting operational efficiency by 10%.
- Enhanced reporting and regulatory compliance with Murex3: Developed and implemented custom reporting solutions within Murex3 to meet evolving regulatory demands and ensure accurate, timely reporting.
- Platform optimization and performance improvement with Murex3: Conducted implementations, upgrades and performance optimizations of Murex3 platforms, including end-to-end testing and managed services to ensure seamless trade processing and data lifecycle management.
- Technology consulting and integration of innovative technologies with Murex3: Advised capital market firms on optimizing their tech landscape with Murex3, including integrating cloud tech, generative AI and distributed ledger technology (DLT) to enhance system efficiency and data processing.
- Management and optimization of reference data with Murex3: Used Murex3 to manage and optimize reference data, ensuring high data quality and supporting strategic decisions through precise data analysis, improving data integrity and cost-effective compliance.
- Tech Stack & Tools: Azure, Google Cloud, AWS, Salesforce, Mulesoft, UIpath, Flutter, Angular, React, vue.js, javascript, typescript, golang, REST API, GraphQL, Springboot, postman, tensorflow, Murex3, Twilio Flex, Genesys Cloud, figma, materialUI, firebase, aws lambda, Newrelic, datadog, sketch, jenkins, python, Typescript, Javascript, Redshift, Jira, confluence, Kubernetes, scrum, project management, matomo, powershell, design thinking, BLE, Lora, swagger
Oct 2016 - Feb 2018
1 year 5 monthsHamburg, Germany
Product Owner | Data Scientist
Erminas GmbH
- Business analysis with Tableau and Python for Airbus: I conducted data analyses to evaluate the effectiveness of CCaaS systems in customer support. By identifying patterns in communication data, we suggested process improvements that increased efficiency by 20%.
- Image recognition with TensorFlow for IBM: I developed AI models to support CCaaS services, especially for automatic categorization and routing of customer inquiries based on image recognition. This reduced handling time of complex requests by 35%.
- IoT architecture in public health for Microsoft: I designed an IoT architecture that integrated CCaaS solutions to improve communication between patients and healthcare providers. By implementing real-time notifications and automated reminders, patient engagement increased by 25%.
- Design Thinking and user research workshops: I led workshops to understand end-user requirements and shape CCaaS products accordingly. This user-centric approach led to higher adoption rates and improved customer satisfaction.
- As Product Owner, I was responsible for ensuring every client got maximum value from our CCaaS platforms. I gathered customer requirements, developed end-to-end solutions and collaborated closely with technical teams to deliver platform-specific solutions.
Jan 2015 - Dec 2015
1 yearSan Diego, United States
Visiting Research
San Diego State University
- Conducted research at SDSU for computational engineering.
Summary
As a technical PMO, Product Lead, Program Manager for IT, SAP Solution Architect and AI Engineer, I specialize in turning smart IT strategies into innovative digital products. I excel at driving data-driven transformations across industries including manufacturing, logistics, operations, public sector, process management, InsurTech, FMCG and eHealth. My passion lies in leveraging artificial intelligence and machine learning to create intelligent, adaptive solutions that empower businesses. I enjoy collaborating with international and interdisciplinary teams to deliver successful projects and fully unlocking the potential of digital innovation through excellent communication.
Languages
German
NativeEnglish
AdvancedVietnamese
IntermediateItalian
Elementary Education
Helmut Schmidt University | Copenhagen Business School
Ph.D, Machine Learning (NLP, Computer Vision), Dropout · Machine Learning · Copenhagen, Denmark
Helmut Schmidt University | University of Hamburg
Master of Science · Hamburg, Germany · 1.3
University of Hamburg
Bachelor of Science · Hamburg, Germany · 3.3
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