Tejash Shah

WORK HISTORY

EDUCATION

SKILLS

ABOUT TEJASH SHAH

A forward thinking, capable and committed IT service, and delivery professional proficient working with cross-functional teams to guide feature/solution development from conception to launch by connecting the technical and business worlds.• Delivered Artificial Intelligence, Machine Learning and Speech based IVR solutions in contact center space from conception to launch.• Expertise in presenting complex information to senior audiences and effectively facilitates conversations leading to solutions.• Currently working as a Product Owner/Senior Business Analyst, engaged in backlog grooming, prioritization, requirements gathering, elicitation, impact/change analysis, and resolving production issues in a self-service claim processing application (IVR).• Possess expertise in gathering, understanding, and analyzing requirements and developing scalable solutions which cater to business and operational requirements.• As a Project Leader, managed production support team of five handling clearing system of Citibank EMEA. The system was live in ten European regions and processed an average volume of 1.6 million transactions a day.• Exceptional understanding of software development life cycle (SDLC). Proficient in Waterfall and Agile/Scrum methodology of software development.• Proven ability to balance strategic thinking with the urgency to drive work forward.• Possess experience working in Contact Center, Insurance, Payments and Clearing systems.• Exposure to contact center technologies such as Oracle SBC, Avaya ACD, Intelligent Contact Management (ICM), Cisco Voice Portal, Twilio, Amazon Connect, Aspect workforce management, Call recording/Screen capture and Confirmit survey.