Divyansh

Solution Consultant @Kapture CX

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.

Jaipuria Institute of Management

Master of Business Administration - MBA, Operations Management

Institute of Engineering and Technology

Bachelor of Technology, Electronics and Communication Engineering

The University of Texas at Austin

Post Graduate Program, Data Science & Business Analytics