Animesh Thakurr
Sr Software Engineer - Bps @Tech Mahindra
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WORK HISTORY
Sr Software Engineer - Bps @Tech Mahindra
Mumbai, IN
Designed and optimized end-to-end conversational journeys for telecom chatbots using LivePerson, improving customer experience and routing accuracy.• Created detailed conversation flows and prototypes using MS Visio and Lucidchart aligned with business requirements.• Monitored post-production Go-Live chats to ensure correct intent handling and agent skill routing.• Performed transfer analysis to identify root causes of agent escalations and shared actionable insights with stakeholders.• Analysed bot performance metrics using LivePerson BI Analytics to drive continuous optimization.• Facilitated Agile ceremonies (sprint planning, stand-ups, retrospectives) as a Certified Scrum Master.• Removed delivery blockers and coordinated with developers, testers, and product managers to ensure timely releases.
EDUCATION
G L Bajaj Institute of Management & Research
Bachelor of Technology - BTech, Computer Software Engineering
Aditya Institute of Technology and Management
Diploma of Education, Computer Science
ABOUT ANIMESH THAKURR
I’m a Conversational AI professional with ~6 years of experience delivering enterprise chatbots across telecom, healthcare, and manufacturing. I bridge business and engineering teams to translate requirements into user journeys, conversation flows, and production-ready releases.I’ve led end-to-end delivery across sprints: requirement discovery, flow design, API sanity testing (Postman), SIT/UAT coordination, production deployments, and post-go-live performance analysis. I also support Agile delivery as a Certified Scrum Master—facilitating ceremonies, removing blockers, and improving team execution.Core strengths: Stakeholder management, requirements & process mapping, UAT ownership, release coordination, and data-driven optimization (transfer analysis, routing accuracy, automation improvement).Tools/Platforms: LivePerson, IBM Watson Assistant, Google Dialogflow, Teneo.AI, JIRA, Postman, Visio, Lucidchart, Flowmapp.
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