Looking for a job

GREAT SHIVAM BHATI

@greatshivambhati

Senior Business Consultant at Sprinklr who optimized CCaaS voicebots to improve containment by 10% and routing accuracy by 20%.

India

Message

At Sprinklr, I configure and integrate CCaaS solutions for Fortune 500 clients, including IVR and omnichannel customer interactions. I optimized voicebot and chatbot flows through analytics, audits, and A/B testing, improving bot containment by 10% and IVR routing accuracy by 20%.

I also scripted chatbot processes in Groovy and helped launch Sprinklr voice and digital channels for over 1,000 agents. Earlier, as a Data Engineer at Orange Business and Services, I worked on data ingestion and processing with Apache Spark, Hadoop, and Apache NiFi.

Experience

Work history, roles, and key accomplishments

Current

Senior Business Consultant - CCaaS & Care Module

Current

Sprinklr

Mar 2024 - Present (2 years 6 months)

Configured and integrated CCaaS solutions for 10+ Fortune 500 clients, including IVR systems and omnichannel interactions. Improved bot performance through analytics and A/B testing, delivering gains in containment, AHT, IVR routing accuracy, and intent detection.

CCaaS IVR Omnichannel Groovy SQL Postman Figma A B Testing Conversational AI BRD User Stories Wireframing Agent Desktop Reporting Dashboards Audit Logs Intent Detection Chatbot Voicebots

Business Consultant - CCaaS & Social Modules

Sprinklr

May 2022 - Mar 2024 (1 year 10 months)

Implemented and optimized customer experiences across CCaaS, social media, marketing, advertising, and customer care for 15+ Fortune 500 clients, maintaining a 100% renewal rate. Developed operational metrics and connected Sprinklr data with Tableau for reporting and decision-making.

CCaaS Social Media Customer Service Tableau SQL KPI development AHT THT FCR Chatbot Voicebots MVP Discovery Sessions Cross Functional Collaboration

Data Engineer

Orange Business and Services

Aug 2020 - May 2022 (1 year 9 months)

Led the Data Ingestion Team for a major EDH Big Data project, collaborating with the French team to supply data to multiple business units. Utilized Apache NiFi, Spark, and Hadoop for data processing, enrichment, and storage on HDFS Data Lake.