Rohit Sharma

Product and AI delivery professional with 3 years of experience across B2B SaaS, AI-powered voice products and customer journey automation. Experienced in owning AI Voice Bot workflows for scheduling, rescheduling and cancellation, including conversation design, customer-frustration analysis, evaluation frameworks, human-handoff logic and post-launch optimization. Skilled in product requirements, prioritization, SQL-based analysis and cross-functional execution.

B.E. in Computer Science Engineering and MBA in Business Analytics & Finance.

AI Delivery Manager - Aviara Labs | AIVA MD

(2025-10)

Delivery scope: 5 active practice accounts | 16-intent workflow | 10 evaluation dimensions | 4 critical QA findings | 6 EHR platforms

• Voice Bot ownership: Own delivery of production AI voice agents for booking-management journeys (scheduling, rescheduling and cancellation) across five active practice accounts, from requirements and conversation design through UAT, go-live and post-launch iteration.
• Customer experience & frustration management: Measured customer-frustration signals in patient interactions across age groups (18–75+), identified differences in communication needs, and used the findings to refine conversational approaches, prompts and agent training to reduce frustration and improve clarity.
• Self-service & contact reduction: Implemented API integrations to automate routine front-desk workflows, reducing repetitive manual work, staff handling and agent dependency for supported requests.
• Conversation & handoff design: Designed a 16-intent call workflow, prompts, fallback paths and human-handoff journeys covering transfers, after-hours handling, escalation, multilingual routing, insurance gating and tool-error scenarios; analyzed transfer reasons and refined self-service coverage to reduce avoidable handoffs while preserving escalation for complex requests.
• Evaluation, KPIs & adoption: Built a QA checklist that surfaced four critical voice-agent findings and designed a 10-dimension call-analysis pipeline spanning ingestion, AI evaluation, storage and dashboarding; tracked product KPIs and adoption to identify quality gaps and prioritize improvements.
• Product analytics & post-launch improvement: Analyzed call transcripts and tool-call data using Python and Excel to identify failure patterns; diagnosed fallback-transfer issues and drove a duplicate-patient fix, with post-fix validation showing zero system-created duplicates.
• Cross-functional delivery & integrations: Coordinated product, engineering, QA and client teams across six EHR platforms; ran workflow-discovery sessions with office managers and client stakeholders, managed UAT and release readiness, and wrote release notes for six sprints.
• Product specifications & prototypes: Authored the Voicemail module PRD (v1 and v2) with a five-screen mockup, redesigned the Fax inbox for office-manager workflows, and built a Recall outreach-campaign prototype.

Product Manager - Bytesview Analytics

(2025-04 - 2025-10)

• Product strategy & lifecycle: Defined product vision, roadmap and strategy for NewsData.io, owning delivery from problem definition to launch and shipping three features: API management, trending news and referral workflows.
• Cross-functional execution: Led delivery across engineering, design and marketing teams; translated customer pain points into PRDs, user stories and acceptance criteria, prioritized the backlog by ROI and customer value, and ran sprint planning.
• Market research: Conducted competitive analysis and market research to identify opportunities and guide product positioning and differentiation.

Business Analyst - Antino Labs

(2024-06 - 2025-04)

• Requirements & process analysis: Created BRDs, FRDs and process flows for Gymfit (gym management) and Agrim (e-commerce), including two third-party integrations with Zoho and WooCommerce.
• Agile delivery & quality: Led cross-functional Agile delivery and improved team velocity by 20% through Jira workflow optimization and process improvements; conducted UAT for critical releases and coordinated defect resolution.
• Data analysis: Used SQL / MySQL, Power BI and Excel to analyze a bank-loan workflow and support operational improvement and risk assessment.

MBA - Business Analytics & Finance - Chandigarh University (2022-06 - 2024-05)

B.E. - Computer Science Engineering (IBM Big Data Analytics) - Chandigarh University (2017-06 - 2021-05)