Business Analyst at Ishan Technologies (2025-09 – Present)
ICT company providing ISP, cloud, system integration, and cybersecurity services across India. Contributed to CXConnect, Ishan's CCaaS platform for enterprise contact centers. Owned the functional design of multiple modules end to end, from initial requirement workshops through to acceptance criteria and developer walkthroughs.
- Designed and owned IVR, Queue Management, and Campaign modules (Inbound, Outbound, and Digital), covering routing logic, SLA configuration, CRM field mapping, and business hour controls.
- Built out advanced platform features including multi level dispositions, churn logic, number masking, blacklist management, and post interaction surveys.
- Architected the Agent Ticketing System with SLA breach tracking, escalation workflows, aging distribution charts, and AI driven risk scoring.
- Defined the Supervisor Dashboard and real time Analytics framework, specifying KPI formulas for Service Level, AHT, ACW Ratio, Abandonment Rate, Channel SLA, and Agent Performance.
- Designed the CDR module with semantic search capability and unified multi channel visibility across Voice, SMS, WhatsApp, and Chat.
- Owned configuration modules including Pause Code Master, SMS Masters, License Management, and third party CRM integrations.
- Made product level decisions on routing strategies, field validation logic, KPI calculation methods, and platform wide enforcement rules.
- Wrote detailed Functional Specifications, User Stories, Validation Matrices, and Acceptance Criteria for every module in the platform.
- Led functional walkthroughs with the engineering team, ensuring complete understanding of business logic before each sprint commenced.
- Created mid fidelity wireframes in Figma and FigJam for Agent Workspace, SMS Campaign, and Supervisor Dashboard modules.
- Tracked sprint wise delivery progress and maintained living documentation updated after each sprint review.
Business Analyst at Apexon (2025-05 – 2025-08)
Digital engineering company specialising in data, AI, and cloud transformation.
- Served as the primary liaison between the Business team and the Data team, gathering annotation requirements and translating them into clearly defined targets and task assignments for data annotators.
- Worked on an ADAS (Advanced Driver Assistance Systems) project involving 3D LiDAR based annotation of vehicles, pedestrians, and animals to produce high quality labeled training data for autonomous driving ML pipelines.
- Coordinated daily with the Team Leader to align on annotation volume targets, priority queues, and quality benchmarks, ensuring consistent throughput and on time delivery.
- Communicated business requirements and acceptance standards to the Data team, bridging the gap between stakeholder expectations and ground level execution.
- Performed quality validation on annotated datasets, flagging inconsistencies and driving corrective actions to maintain model training accuracy.
- Tracked delivery metrics and prepared structured progress reports for cross functional review meetings, keeping both Business and Data teams aligned on project milestones.
Tableau Developer Intern - People & Performance Analytics at Tanuved Solutions (2024-08 – 2025-04)
BI and analytics company serving HR and enterprise analytics teams.
- Managed the full dashboard lifecycle, from requirements, data mapping, cleaning, development, testing, and enhancements, for a portfolio of HR analytics reports.
- Reduced Tableau dashboard load times by 30% through server side performance optimisation.
- Improved data interpretation accuracy by 25% by redesigning ETL workflows and adding validation at each pipeline stage.
- Managed 50+ Tableau dashboard projects per year across healthcare, finance, and retail verticals.
- Maintained a library of 100+ data visualisations supporting multiple departmental analytics teams.
- Reduced data retrieval times by 40% by restructuring SQL queries and optimising the underlying database schema.
- Built custom Python scripts integrated with Tableau to support real time visualisation requirements.
