Product: iX Hello Customer (Apr 2025 – Present) -Business Analyst / Scrum Master

iX Hello offers an easy No-Code platform for building powerful, dynamic, and secure enterprise conversational assistants such as chatbots or intelligent personal assistants, launched to Amazon Alexa, Amazon LEX, Google Assistant or Twilio SMS.

• Collaborate with Product Owner to define business priorities and requirements

• Create user stories, product requirement documents, and sprint plans

• Act as Scrum Master, leading ceremonies and resolving team impediments

• Manage releases, change requests, and stakeholder demos

• Ensure smooth alignment of development goals and business objectives

Client : Cigna - March 2021 till March 2025 - Development / Project Coordination

• Part of the Contact Center Data for Data Consumers initiative to consolidate various sources (Verint, IVR, Genesys) into a unified platform on AWS Cloud.

• Managed batch and real-time data ingestion using SFTP, AWS S3, Datasync, and Databricks.

• Designed and implemented data workflows for loading data into Delta tables and raw zones using Autoloader.

• Worked closely with the Data Governance team to ensure data quality and proper table structures for downstream usage.

• Supported cloud migration of incremental and historical data from Hadoop to AWS Databricks and maintained data integrity during the process.

• Created and managed data quality reports and metrics dashboards to ensure accurate data for business consumption.

• Developed and maintained the Realtime Prescription benefits project ( RTPB) to bring down both commercial and DoD data from Kafka to Hbase (rawzone)and then to the Hadoop platform (conformed zone) and export to Teradata (published zone)

• Scheduled and maintained both streaming ingestion jobs in Airflow and the daily export jobs in oozie

• Manual testing of the workflows by creating proper test cases and test data to check the validity of the data and the mapping before prod deployment.

Client - Verizon

.Worked as a part of the chatbot team in building conversational experiences for customers in the mobile app and online.

.Partnered with Google and leveraged their Contact Center AI (CCAI) model and using Dialogflow, the world-class development suite for building natural and rich conversational experiences across multiple channels.

.Worked with Business in gathering requirements, creating user stories, grooming with the dev team, and coordinating with different teams in delivering the flows.

.Tracked stories from inception to delivery on Jira and contributing to delivering crucial / milestone requirements related to COVID in record time.

.Coordinated with the Predictive Modeling team to improve bill flow experiences based on their feedback and transcript analysis.

.Assisted RTE in Scrum ceremonies, including daily stand-ups, sprint retrospectives, and backlog refinement.

.Implemented sprint retrospectives that identified core issues and improved sprint close success rates

.Some of the Key uses cases worked/working on include International Travel , Promise to Pay, Bill Explanations / Discount & Credits / Dispute.

• Provided production support for Property & Casualty (P&C) policies, identifying issues and coordinating fixes with various teams.

• Analyzed and resolved database failures and application bugs, achieving a major milestone by reducing bugs by over 80% within a year.

• Worked with the CI/CD pipeline and GIT for release management, ensuring synchronized updates between teams.

• Designed and developed Java-based insurance applications for High Net Worth clients.

• Enhanced system efficiency through XML parsing, UI structuring, and single sign-on processes.

Involved in design /development and Implementation