Hardik H.

Experience

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  IGATE

  Mar 2012 - Dec 2014

  Software Engineer
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  Capgemini

  Feb 2015 - Jun 2020

  Business Analyst

  - Analyzing existing As-Is solution and creating To-Be. - Client facing, leading workshops, gathering requirements and performing gap analysis- Efforts estimation and resource planning based on the phase and activities.- Creating and reviewing below documents 1. Customer Call flows using Visio tool. 2. Business Requirement Document (BRD) 3. Creating Functional Requirement Document (FRD)- Leading the Contact Center as a Service (CCaaS) IVR implementation of end-to-end product for the customer (inbound, outbound, campaign, call-back, agent breaks, ACD, call routing and configuration, agent profile, customer interactionand history, queuing, aging, supervision, statistics and reporting, KPI’s metrics, call recording and history), usingspeech recognition feature built on Nuance. 1. Implementing IVR call flow using IVR Tree Builder involving LUA language scripting. 2. Configuration of agents profiles, skills, gates, templates, queues, breaks and KPI’s on ACD (Automated CallDistribution). 3. Testing all configured agents and the call flows on Console (Agent Desktop) / Softphone. - Booking new numbers and Number Porting.- Delivering & implementing the project as per scheduled milestones. - Tester (Peer testing the Implementation) - UAT and Go-Live support. Show less

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  LearningMate

  Jun 2020 - Oct 2021

  Senior Business Analyst

  - Worked as as Senior Business Analyst for QUAD product implementation.- Document analysis, leading requirement gathering workshops and client demo.- Gap analysis and filling those gaps with customization.- Creating Wireframes, writing the User Stories and acceptance criteria. Estimations based on Story Points.- Coordinating and grooming the Development team.- Worked as a data analyst while creating and improving reports for the application.- Doing the BA review of the work done before moving it to UAT phase.- Acting lead and scrum master. Show less

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  SLK

  Nov 2021 - Feb 2023

  Product Owner

  • Product Owner, responsible for Sprint grooming and Sprint planning.• Coordinating and communicating with stakeholders on regular basis for current and future work.• Document analysis, requirement gathering, gap analysis and filling those gaps with customization.• Designing call flow in MS Visio, creating wireframes & writing User Stories. Story points estimation with planning poker.• Rigorously doing backlog refinement, prioritization, team grooming, sprint review, giving system demos. Calling out the risks and dependencies at right time.• Defining API / Webservices. Writing the SQL query, analyzing and checking the data.• Acting Scrum Master, responsible for facilitating Scrum Ceremonies.• Identify, own and remove the impediments for the team on daily basis. Supervising the metrics of team progress, efficiency and success.• Responsible for end to end scheduled delivery while maintaining the quality. Show less

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  Mastek

  Feb 2023 - now

  Specialist II - Product Owner

  - Product Owner, responsible for requirement gathering workshop and rigorously doing backlog refinement, prioritization, team grooming, show & tell and sprint review. - Coordinating and communicating with stakeholders on regular basis for current and future work. - Writing PBI’s/User Stories and story point estimating them, together as a team using planning poker method. - Calling out the risks and dependencies at right time. - Identify, own and remove the impediments for the team on daily basis. - Supervising the metrics of team progress, efficiency and success. - Wireframing and defining API request response parameters based on requirements. - Responsible for end-to-end scheduled delivery while maintaining the quality. Show less