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Nakkeran Manivannan
Senior Business Analyst @Capita
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WORK HISTORY
Senior Business Analyst @Capita
Bristol, GB
Driving AI innovation in contact centre operations.Spearheaded the end-to-end delivery and ongoing evolution of AgentSuite, a modular AI platform designed to transform contact centre performance. The suite includes Agent Assist, which provides real-time agent support, and CallSight, which delivers advanced conversational analytics to improve operational efficiency and customer experience.AI Platform Leadership: Owned and continuously refined the product backlog, delivering impactful enhancements.Cross-Functional Collaboration: Partnered with engineering, data science, and client teams to ensure product features aligned with operational goals and delivered measurable value.Client-Facing Delivery: Led deployments across multiple clients, tailoring AI configurations to meet unique operational and contractual requirements.Strategic Planning & GTM Execution: Contributed to the strategic roadmap for the “Contact Centre of the Future,” aligning AgentSuite upgrades with stakeholder visions and hyperscaler capabilities.
EDUCATION
Thiagarajar College of Engineering
Bachelor of Technology (B.Tech.), Information Technology
SKILLS
ABOUT NAKKERAN MANIVANNAN
18+ years of professional experience as a Product Owner/Business Analyst successfully led projects inInsurance and Banking domains. Strong experience in leading cross-functional teams and extensiveexperience with requirement gathering, developing workflows and user stories. Possess a deepunderstanding of the UK Life and Pension sector and have a proven track record in delivering various UKregulatory projects.As a skilled data analyst, I have experience in collecting, organising and disseminating various types of statistical figures. Furthermore, I have a strong knowledge in Generative AI and have successfully implemented Generative AI solutions, enhancing the efficiency and effectiveness of business processes. This unique blend of experience positions me to drive innovation and improvement in any business setting.
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