Hasan Han

• Developing, testing, and maintaining IVR (Interactive Voice Response) flows and logic on the Sprinklr platform.
• Performing in-depth functional and business analysis to identify improvements in IVR processes and customer experience.
• Conducting root cause analysis and troubleshooting for voice-related customer interaction cases.
• Providing end-to-end support for incident resolution and change requests related to IVR solutions.
• Tracking and managing tasks, bugs, and feature requests using ALM Octane, Confluence, and Jira.
• Collaborating with cross-functional teams to improve the efficiency and effectiveness of the voice 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.