Divyansh
Solution Consultant at Kapture CX | AI Solutions | SaaS | Enterprise Solution Delivery | CRM Implementation | Process Specialist l Data Science l Business Analytics
- Role
- Solution Consultant at Kapture CX
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Divyansh
I’m a Solution Consultant and former IT Business Analyst with 2+ years designing…
Experience
Solution Consultant
Dec 2024 — Present · Bengaluru, IN
Lead end-to-end CRM implementation lifecycles, from stakeholder workshops and requirements elicitation (BRD/FRD/FSD) through solution design (HLD/LLD), development oversight, UAT coordination, deployment and hypercare.Manage Agile/Scrum delivery: define sprint backlogs, author test plans, drive UAT, coordinate data migrations, and onboard users.Architect and execute complex API integrations (REST/SOAP, Salesforce) to synchronize master data and tickets, enforce real-time consistency, and automate bi-directional workflows.Partner with business stakeholders to map and optimize processes, creating entity-relationship models, wireframes and live-view dashboards in Power BI to enable data-driven decision-making.Design and deploy AI/ML-powered automations, including low-code/custom-ML chatbots for issue-criticality scoring, intelligent routing and intelligent refund triage.Coke Buddy Project: Orchestrated full-lifecycle CRM rollout—embedded multi-tier escalation, master-data API sync and bidirectional Salesforce ticket integration—cutting manual entry by 80%, reconciliation effort by 60% and ticket lifecycle by 45%.KFC Project: Spearheaded a unified CRM platform with intelligent routing, bilingual (EN/ES) NLP chatbot and image-processing APIs for automated receipt validation and voucher generation—boosting agent productivity by 30%, reducing handle time by 20% and achieving 95% data accuracy.Drive continuous-improvement initiatives through process redesign, performance monitoring and targeted training, consistently exceeding SLA and CSAT targets.
Education
Jaipuria Institute of Management
Master of Business Administration - MBA, Operations Management
Institute of Engineering and Technology
Bachelor of Technology, Electronics and Communication Engineering
2014 — 2018
The University of Texas at Austin
Post Graduate Program, Data Science & Business Analytics
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