Pawan Kumar

WORK HISTORY

EDUCATION

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.