Genesys Cloud (IVR) – Senior Business Analyst - Mass Mutual India Global
(2024-12)
- Led Business analysis for end-to-end Avaya to Genesys IVR Migration Project
- Managed ongoing BAU enhancement pipeline for Genesys Cloud IVR
- Validating IVR flows against business requirements before go-live
- Re-designed access form for engagement Channels
- Writing BRD, User Story, Epics and participating in scrum ceremonies
- Conducting sessions with Dev Team & Clients
- Gathered and documented business requirements for Avaya IVR and ACD routing configurations across multiple customer-facing call flows
- Managed ongoing BAU enhancement pipeline for Genesys Cloud IVR, handling 15-20 change/service request per month from Intake through requirements, UAT and deployment sign-off
- Responsible for translating legacy IVR functionality into new cloud-based call flows built in Genesys Architect
- Analyzing the data gathered and developing the solution
- UAT testing in terms of functionality as per acceptance criteria
- Creating & Maintaining Epic & User stories in JIRA
- Planning & monitoring of the project & backlog prioritization
- Multiple stakeholders' management
- Handling the various stages of Sprint (Scrum ceremonies)
Dashboards & Reporting Tools – Business Analyst - TEKsystems Global Services Pvt Ltd
(2022-06 - 2024-12)
Finance Project to calculate the revenue of the organization. Sole manager of Microsoft Revenue recognition project associated with GAAP Reporting. Built from scratch- requirements, process, designs. New features addition in the existing Revenue application. Sole Manager of Career Website by PWC.
- Writing BRD, User Story, Epics and participating in scrum ceremonies
- Conducting sessions with Dev Team & Clients
- Writing business requirement related to the backend workflow
- Discovery sessions for requirement gathering, defining the scope of project & impact analysis due to proposed change in existing structure and implementation
- Analyzing the data gathered and developing the solution
- UX/UI design workflow process analysis
- UAT testing in terms of functionality as per acceptance criteria
- Creating & Maintaining Epic & User stories in Azure DevOps
- Planning & monitoring of the project & backlog prioritization
- Multiple stakeholders' management
- Handling the various stages of Sprint (Scrum ceremonies)
KYC, AML, Financial Crime & Risk Compliance – Business Analyst - Goldman Sachs
(2020-11 - 2022-06)
- Managed multiple developments related to KYC Process – Documentations and Processing at user end
- Managed projects related to Name Screening, OFAC Sanctions Screening, PEP Screening
- Automation of ID & Other documents Verifications
- Discovery sessions for requirement gathering, defining the scope of project & impact analysis due to proposed change in existing structure and implementation
- Analyzing the data gathered and developing the solution
- UAT testing in terms of functionality as per acceptance criteria
- Drafting BRD, Creating & Maintaining Epic & User stories in Jira
Team Lead - Banking Operations, Business Analyst - ICICI Bank Ltd
(2017-10 - 2020-10)
Banking Domain. AML KYC, Customer onboarding, Name Screening, Transaction Screening, Corporate Loans (Bilateral, Syndication & Agency Functions), Swift Payments, Retail Banking, wholesale banking, loan IQ, Lending.
- Managed multiple developments for Omniflow, Finacle Core Banking System, Swift Payments, Swift Message Search Application & AMLOCK
- Projects related to transaction monitoring, Name screening (OFAC/PEP, Negative news) and automation to dispose-off alerts generated after screening
- Have an exposure on Retail & wholesale banking, a Servicing, Loan Processing, Loan Payment & Recovery
- Gained brief exposure to Outward Swift Message such as MT103, 202, 202 COV Payment, Free Text Messages (MT 199, 299 & 999)
- Successfully automated various scheduled regulatory reports
- Managed KYC & Loan disbursement for international branches
- Discovery sessions for requirement gathering, defining the scope of project & impact analysis due to proposed change in existing structure and implementation
- Analyzing the data gathered and developing the solution
- UAT testing in terms of functionality as per acceptance criteria
- Drafting BRD, Creating & Maintaining Epic & User stories in Jira/Azure DevOps
