Sathya Dev S Prabhu Email & Phone Number

Charlotte, Nc, Us

Stamford, Connecticut, Us

* Manage and Mentor a 12 member Cross functional Business Analysis team supporting large scale capex engagements within the Contact Center Technology Group* Serve as the Primary Liaison between Executive Leadership/Business Stakeholders and Technology Teams for Solution Roadmaps, Product feature requests, Enhancements etc.* Provide Subject matter expertise and product consultation helping the Management team track priority , timeliness, quality and operational metrics.Recent Highlights• Conversational AI IVR – Migration of Traditional IVR to Conversational technology using Kore.ai• Real Time Speech to Text Transcription (Intent & Entity Extraction)• Pega Integration for Contextual Service and Offers• Outbound Dialer Platform Optimization

Stamford, Connecticut, Us

• Oversaw and lead requirements discovery, product road mapping, solution design, user story writing, feature development, and user acceptance testing through a team of analysts.• Working on enhancements for IVR platforms, Speech Recognition technologies, Web service Integrations and Contact Center Tools like CTI Integrations, Desktop tools, Avaya based Call Routing etc.• Partnered with cross functional teams regularly to ensure alignment on feature development and prioritization.• Interacted with technical teams to manage the roadmap and backlog to ensure that technical teams deliver all capabilities on time and as per expectation. Highlights- Spectrum Mobile 2.0: Amdocs Biller Migration & Functionality Rationalization- Queueing IVR: Enhancing the Wait Treatment for On Hold Customers with Extended Self Service- Authentication Token Transfer: Call Center Authentication Process Rationalization

Stamford, Connecticut, Us

Major initiatives Voice Bio-metrics Authentication & Fraud Detection* Charter partnered with Nuance communications to use Voice Bio metrics to enhance the existing Authentication model of an incoming Customer call by unobtrusively detecting the caller via their Voice Print Bio-metric and also use the Voice Analytical data for Fraud Mining.* Lead the Business Analysis component of this project and was responsible for Use Case Feasibility studies, scoping out Infrastructure requirements based on usage, Creating process models for IVR and CTI/Agent desktop authentication etc. This project requires a high degree of knowledge related to advanced Speech technologies like Natural Language Understanding, SIP recording, Voice protocols etc. Charter Enterprise Payment Tokenization* Chase payment Services Integration to isolate the Customer’s Card and Bank Account details so as to meet the enhanced Security measures and Industry Encryption standards.* Lead the Business Analysis component of this project for Customer Ops/IVR teams and create IVR Impact specifications based on identified Chase Payment architecture. .Also supported the implementation of design by resolving complex high level designs created by the IT architecture . This project required a high degree of exposure to the OSS/BSS, eTOM telecom models as well as the ability to synthesize Telecom software and hardware development proposals.

Bangalore, Karnataka, In

Major projects:IVR Consolidation & Contact Tech Rationalization (Charter - TWC Merger)Spectrum MVNO - Mobile IVR & CRMBusiness Analyst & Consultant for IVR rationalization -creating a single, cohesive customer experience by consolidating all of the existing IVR applications into a single IVR solution. Responsibilities* Participating in Requirements & Design Interface discussions with the various Enterprise groups, communicate effectively with both technical team members and less technical stakeholders, Organizing JAD sessions, Creating Current and future state documents, Breaking down requirements and creating Traceability matrices, Roll out and Release management planning, Execution and post-implementation support.* Working with business stakeholders to formulate and document requirements. * Identifying, investigating, and analyzing business processes, procedures and work models.* Develop functional specifications for use by system developers. Use data and process modeling techniques to create clear system specifications for the design and Act as a central reference and information source.

Bangalore, Karnataka, In

• Functional Analyst in Oracle Knowledge Implementation : Brought down Call Center AHT by 18% by designing & implementing Call center Feedback driven Troubleshooting enterprise flows. • Requirements direction, solutioning, Process Optimization, Implementation and deployment to production of various Product launches via the Customer Care Group for TWC Care Tools Division. • Leading a 6 member Agile/DevOps Team of implementing Global Delivery model for one of the largest Web account management group in the department across 3 lines of business (Voice, Data, Residential and Business customers)

Bangalore, Karnataka, In

Leading a 10 member Agile/DevOps Team of implementing Global Delivery model.• E2E Implementaion Lead: Designed and Created self sustaining Portal Model for Market driven feedback and guide client’s core marketing team for offer strategies.• Designed and Created JSON based Reusable Logging Framework for TWC enterprise.Track, prioritize, plan and report work status, Requirement and design reviews, Client inquiries and investigationsConduct process audits, root cause analysis and apply learning’s to improve productivity & quality.

Bangalore, Karnataka, In

Leading a 5 member Agile/DevOps Team of implementing Global Delivery model.• Functional Analyst : Enterprise wide Salesforce CRM Integration of TWC Business Class consumers• Played a key role in the ICOMS Billing system merger for Midwest (Kansas) region.• Analysing & identifying bottlenecks in the CRM Care application via Market usability surveys & Field level inputs

Bangalore, Karnataka, In

Worked as one of the Technical Leads in a team of 50 people for a Desktop Customer Care Strategies Application for Time Warner Cable. 1> Performed need based analytics of new Enterprise components withing the greater OSS Enterprise Stack.2> Teamed with third-party software teams to troubleshoot application issues and to obtain and implement recommended solutions in support of their applications 3> Trained junior-level personnel on performing common troubleshooting procedures and providing quality escalations

Bangalore, Karnataka, In

Key Highlights :• Worked as End-to-End Release Manager for Broadsoft R17 Upgrade Release which enabled the MyAccount Application to handle the Enterprise wide Broadsoft Software upgrade from R14 to R17 in a phased manner along the four National markets.• Played a key role of Implementation Support Lead for VoiceManager 2.0 – the flagship release of the Cox Business Group for the year 2011, the VoiceManager hosted VoIP product.• Worked in capacity of a Functional Analyst for Voice Manager Redesign project – a complete overhaul of the existing Voice manager Services architecture offered by COX Business.

Bangalore, Karnataka, In

Led a team of 6 cross functional Offshore developers for AT&T CSIS group and operated as the Team Lead responsible and accountable for the deliverables.Trained junior developers through the software development lifecycle, giving direction/reviewing on proper design documentation, promoting accountability with correct direction and empowerment for success.Key highlights:•Database fine tuning and performance improvement. Complete overhaul of the database during application rewrite.•Automation of many repetitive Support Ticket Fixes in the system so as to ensure faster turnaround.

Bangalore, Karnataka, In

Maintenance and enhancement of a suite of applications for the Corporate Real Estate group of AT&T using Oracle & JAVA as its prime technology. Incepted and Developed a procurement decision support system which integrates purchase and payment data for all AT&T affiliates. The analysis of expense data converts supply line opportunities into bottom line business results for AT&T. Key Highlights:•The entire load process was analyzed, processes redefined and application re-engineered to overcome the issues/bottlenecks and the entire monthly load time was reduced by 5 business days (330,000 $ savings/year) providing more time for business users for quicker decisions.•Migration from Web sphere to JBOSS application server.

In

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