Vikrant Pratap Singh

Background

About Vikrant Pratap Singh

Over 15 years of experience in the IT industry, specializing in Desktop, Mobile, Call Center applications, IVR, QM, WFM, and CRM applications, serving clients such as Verizon, AT & T (Telecom Companies), and Capital group of Companies (a Financial asset management client). Proficient in leading multifunctional teams. • Skilled in financial modeling and identifying enterprise CX goals and measures, as well as establishing company-wide customer goals and measures. • Extensive experience in agent channel management, with the latest IVR technology utilizing AWS connect • Working on defining IVR strategy and roadmap with an industry-leading vision in IVR technology. • Extensive experience in IVR requirements elicitation and analysis, conducting business requirement clarification sessions with business SMEs. • Proficient in driving PI Planning, program backlog refinement, and preparation for PI planning, actively contributing to the program's vision, roadmap, and content presentations. • Skilled in IVR VUI Designing and collaborating with a team of developers in implementing UI components using various tools like NAS and Visio flow diagrams. • Expertise in developing manual and automated IVR test scripts using tools like NTS, Hammer, and executing tests using Hammer and Cyara tools. • Proficient in manual and automated testing, with expertise in UAT, IST, E2E, Black Box, and White Box testing, contributing to the continuous improvement of product features. • Extensive experience in functional testing, non-functional testing, integration testing, system testing, ETL Testing, MFT, BI Testing, A/B Testing, and API testing using Postman, SoapUI, REST Assured, and other web service tools to implement robust solutions. • Skilled in leading teams and managing complex QA projects, including FirstNet implementation and other business- critical projects across various domains, such as finance, telecom, and retail. • Led entire program/product management efforts in establishing features in collaboration with program stakeholders/sponsors. • Expertise in understanding technical and business solutions for managing and guiding various teams. • Experienced in individual and multi-team project integration and overall project delivery. • Proficient in accepting Stories as done, ensuring validation against acceptance criteria and conducting appropriate acceptance tests. • Presented data to Executives for containment and overall performance improvement. • Extensive experience in IVR requirements elicitation and analysis, conducting business requirement clarification.