Preetinder Singh Email & Phone Number

Customer Service Technology Innovator• 15+ years’ experience driving digital transformation in customer service through IVR, AI, and speech platforms.• Specializing in bridging the gap between business requirements and technical solutions.• Experienced in gathering functional requirements from clients or end-users and documenting them for development teams.• Proficient in analyzing complex business processes and translating them into clear and concise technical specifications.• Extensive knowledge of various software development methodologies, such as Agile, Waterfall, and DevOps.• Skilled at creating detailed use cases, user stories, process flows, data models, system diagrams, and other documentation artifacts to support project implementation.• Expertise in conducting feasibility studies and impact analysis to assess the viability of proposed technical solutions.• Proficient in conducting stakeholder interviews, workshops, and meetings to elicit requirements using various techniques like brainstorming sessions.• Familiarity with industry-standard tools for requirement management such as JIRA or Confluence.• Proven ability to collaborate closely with cross-functional teams including developers, testers, designers, and project managers to ensure successful delivery of projects on time within budgetary constraints.• Designed and delivered numerous natural language AI-powered IVRs improving containment rates and enabling effective self-service.• Created multiple AI IVRs and provide agents with required CTI fields so that they are able to assist callers faster.• Led migrations from legacy platforms to new voice and AI technologies for major financial services clients.• Proven record of multi-million dollar savings by implementing IVR optimization and AI automation solutions.• Passionate about identifying emerging CX technologies and staying on the cutting edge.4• Adaptive & agile with excellent interpersonal skills, paying strong attention to details for error identification, strong collaboration with local and cross border teams.

Listed skills include Project Estimation, Requirements Analysis, Genesys, Babok, and 44 others.