Pawan Kumar
Senior Tech BA | Business Analyst |Project Manager | SaaS, CCaaS, CPaaS Delivery Expert | Conversational AI (IVR, Agentic AI, Voice AI) Advisor | API/UAT Testing | 6+ Yrs Delivering Projects for BFSI, EdTech, Healthcare
- Role
- Senior Business Analyst at Gupshup
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Pawan Kumar
Thank you for visiting my profile.I am a results-driven professional with 6+ years of experience delivering high-impact, complex projects in Conversational AI, Cloud Communication, CX Tech, SaaS, CPassS, CcaaS platform solutions.As a Senior Business Analyst, I contribute to building scalable, user-focused solutions by leveraging skills and collaborating with cross-functional teams as per business needsfor across industries like BFSI, EdTech, Healthcare, Automotive, and Software- Core Competencies:End-to-End Project & Delivery Management for 6+years – SaaS, CPaaS, CCaaS, Conversational AIBusiness & Functional Analysis – BRD, FRD, Use Cases, Journey MappingConversational Product Development – IVR, Chatbots, Voice AI, Agentic AIAPI Testing & UAT Management – Integration, Test Case Design, QA CoordinationAgile & SDLC Execution – Go-Live Strategy, Agile methodologiesCX Transformation & Automation – Contact Center AutomationStakeholder Collaboration – Product Roadmaps, Delivery Governance, Client SuccessTools & Platforms – JIRA, Confluence, Postman, Excel, PowerPoint, CRM Tools, API FrameworksIntegration - CRM integration with platform (like Salesforce, Zoho, Lead squared, Hubspot)- Key Project Highlights: Delivered 150+ IVR and Voice AI projects for enterprise and MSME clients across BFSI, Healthcare, Software, Automotive, and EdTech Led 40+ chatbot/agentic AI implementations, optimizing customer experience and process automation Directed end-to-end rollouts of conversational solutions across contact centers, customer service, and self-service platforms- Known for bridging the gap between business strategy and technology delivery, I ensure projects are delivered on time, within scope, and aligned to organizational goals with measurable impact- Open to Opportunities in:Senior Business Analyst / Technical Business Analyst / Business AnalystProject Manager / Delivery ManagerConversational AI Consultant / Solution Specialist / Product EnablerAcross domains including SaaS, CPaaS, CX Tech, Software Development, AI/ML-Driven Platforms, and Digital Experience Ecosystems. Let’s connect if you\'re hiring for roles that need a delivery-focused leader with proven expertise in both technology and business transformation.
Experience
Senior Business Analyst
Jun 2024 — Present · Gurugram, IN
Education
West Bengal University of Technology, Kolkata
Bachelor of Technology, Computer Science
2014 — 2018
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.