Utpal Bhadra

Network Congestion Management — CoE (Jun 2026 — Present). Built the front-end on Pega Constellation and used Pega Blueprint to design and generate a new Network Congestion Management solution — case lifecycle, data models and decisioning logic — and supported stakeholder adoption in an Agile/Scrum team.

Pega Cloud Migration — Telenet Group (Jan 2025 — Jun 2026). Delivering the recommendations and actions from the Pega Cloud Readiness Tool to keep the migration seamless. Ran end-to-end database migration analysis with custom SQL against the readiness reports to prove system compatibility, and moved real-time data from Pega to external systems over Kafka — topic configuration through to server integration. Reconciled Pega against a Snowflake data warehouse using BIX extracts for end-to-end data integrity, and delivered user stories to the Customer Decision Hub team.

Virgin Media Ireland — Liberty Global (Jul 2024 — Dec 2024). Business solutions on the Pega Customer Service framework, plus a Generative AI architecture that maps live customer conversations to the relevant Pega case and builds a chronological conversation map from dialogue transcripts for case context.

Delivery lead, Customer Service Application — CoMetec (Jun 2023 — Jun 2024). Primary client contact, owning the application end to end — business analysis, requirements, key decisions, delivery and maintenance. Development and enhancement on Pega Customer Service for Insurance 8.8.4: automated triage of inbound email by subject matter, case creation through a custom API channel, log-file-driven case processing, back-office API integration, and daily workload extraction into Azure AD via Pega BIX. Designed the architecture for new processes in the application — and helped Pegasystems with product bugs found along the way.

Product Owner, AR/VR Innovation — Rabobank (Dec 2022 — Mar 2023). Shaped scope with the client and internal team, built a 3D model of Rabobank Utrecht in Blender and Unity for an AR/VR sustainable-investment experience, and demonstrated outcomes to stakeholders.

Assistant, Pega Low-Code/No-Code Master Class (2022). Supported every participant, built and demonstrated POCs of complex solutions, and coached people through their CSA exam.

Pega developer (CSSA) for Vodafone, Sanofi, COX Communications and Group IT. Designed case management, process flows and UI/UX; configured access groups, SLAs, Connect-REST and listeners; extended out-of-the-box behaviour in Java where the project needed it. Owned properties, rules, rulesets, rule resolution, classes and inheritance, data types and parallel case processing, validation and refresh strategies, agent scheduling, user roles and audit — debugging through Clipboard, Tracer, logs and the rule inspector.