Hasan Han

• Designing, developing, testing, documenting, and maintaining IVR (Interactive Voice Response) flows and logic on the Sprinklr platform, covering end-to-end system analysis from requirement gathering and business/functional analysis to documentation, environment synchronization, production rollout, preparing test scenarios, tracking testing processes, and conducting User Acceptance Testing (UAT) with business units. End-to-end process management.
• Troubleshooting and conducting root cause analysis for voice-related customer interaction cases, providing end-to-end support for incidents and change requests.
• Managing and tracking tasks, bugs, and feature requests using ALM Octane, Confluence, and Jira.
• Collaborating with cross-functional teams to optimize IVR processes, improve workflows, and enhance the overall customer journey.

• Building and maintaining strong relationships with project managers, case owners, various teams, and our development team. Providing support to external teams during analysis, design, and testing phases.
• Preparing comprehensive analysis documents that outline all the necessary tasks and details regarding the applications or areas where development will take place.
• Creating test cases for projects and executing end-to-end testing processes. Supporting other teams' Visio designs or directly preparing diagrams.
• Managing and leading project plans on our side, including:

Estimating timelines, defining start and end dates, and selecting the appropriate environment.
Organizing developers, transferring project details, and outlining tasks during kickoff meetings.
Facilitating rapid planning for parallel developments, providing development support, and conducting daily progress checks.

• Providing L1-L2-L3 support for cases and incidents, enhancing customer satisfaction through effective training and fast issue resolution.
• Delivering 24/7 on-call support and actively participating in rollout processes.
• Implementing fixes and developments for IVR and dialer systems.
• Tracking projects and tasks using ALM Octane, Confluence, and Jira.
• Supporting the Sunrise-Sprinklr migration project by contributing to testing, design, and analysis processes (under an external contract).

Military Service Leave (07, 2023)(1 month)

• Took a one-month leave for mandatory military service in (07, 2023)(1 month), successfully returning to my position and continuing my responsibilities.

Military Service Leave (07, 2023)(1 month)

• Took a one-month leave for mandatory military service in (07, 2023)(1 month), successfully returning to my position and continuing my responsibilities.