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Vishal Bhardwaj

@vishalbhardwaj5

Senior Business Analyst at Bank of Montreal, leading Genesys Cloud CX IVR and call-routing improvements for a 45-agent contact center.

United States

Message

At Bank of Montreal, I own end-to-end requirements and solution design for a 45-agent Genesys Cloud CX contact center. I lead IVR and call-routing changes from requirements through UAT and release monitoring, and build Power BI and Tableau dashboards to track contact center KPIs.

At eBay Inc., I handled checkout and order-management requirements, mapped fulfillment processes, and used SQL to investigate order and payment issues. Earlier, I worked on telecom VAS products at Paytm Mobile Solutions and led a CRM build at BNG (BlackNGreen) that reduced manual admin work by about 30%.

Experience

Work history, roles, and key accomplishments

Current

Senior Business Analyst

Current

Bank of Montreal

Aug 2023 - Present (3 years 2 months)

Own end-to-end requirements and solution design for a 45-agent Genesys Cloud CX contact center, translating business needs into platform capabilities. Lead IVR design, call-routing changes, and stakeholder workshops, and develop Power BI and Tableau dashboards for KPI tracking.

Senior Operations Analyst

eBay Inc.

Sep 2022 - Jul 2023 (10 months)

Handled requirements for checkout and order management, mapped process flows, documented API requirements for payment and shipping integrations, and ran root-cause analysis on order and payment issues using SQL. Created sales and KPI dashboards for product leadership.

Requirements Analysis Process Mapping Microsoft Visio Lucidchart API Documentation Postman SQL Root Cause Analysis KPI Dashboards Ecommerce Order Management Payment Gateways

Business Analyst

Paytm Mobile Solutions

Aug 2017 - May 2022 (4 years 9 months)

Wrote requirements for telecom VAS products including IVR, SMS, and USSD, and mapped integrations with OSS/BSS. Designed USSD menu flows and IVR call flow changes, ran requirement workshops, and used SQL for subscriber transaction and usage reporting.

IVR SMS USSD OSS BSS Requirements Gathering UAT Defect Triage SQL Telecommunications VAS Workshop Facilitation

Senior Technical Operations Engineer

BNG (BlackNGreen)

Aug 2015 - Jul 2017 (1 year 11 months)

Led the build of a CRM system for enterprise accounts, reducing manual admin work by about 30%. Wrote BRDs and process flows for VAS products and managed requirements and UAT for SMS, USSD, IVR, and OBD services across international telecom partners.

CRM BRD Process Flow VAS UAT SMS USSD IVR OBD II Telecommunications Requirements Management

Technical Operations Engineer

One97 Communications Ltd

Aug 2011 - Jul 2015 (3 years 11 months)

Part of the NOC team maintaining 600+ production servers across telecom platforms. Led the CCXML-to-VXML migration on the IVR side, handled Linux and shell-scripting for monitoring and incident response, and wrote RCA reports and maintained SOPs.