Swati Pundir

• Leading Digital AI consulting and implementation projects for NICE and other clients in Healthcare, Banking, Finance and Retail Industries.
• Program Managing NICE CoE at EXL for the development and deployment of Autopilots integrated with CxOne for various clients of NICE.
• Assisted teams in evaluating business processes and identifying improvement opportunities across various automation technologies including Generative AI, Conversational AI, and NLU.
• Conducted assessments using process decomposition, discovery workshops, and SME consultations.
• Developed feasibility studies, prioritization matrices, and ROI analyses for identified opportunities.
• Created kick-off decks, project plans, action logs, RACI matrices, RAID logs, and weekly status reports.
• Managed project timelines, budget, and scope from inception to Hypercare phase.
• Oversaw client communication, stakeholder management, and team coordination.
• Provisioned infrastructure, IAM access, and data for project needs.
• Collaborated with engagement partners on opportunity assessments, proposals, and cost-benefit analysis.
• Authored POV and white papers on AI industry trends and customer journey transformation.
• Engaged with customers and clients to gather business requirements and address their needs.
• Coordinated with cross-functional teams for task execution and milestone achievement.
• Utilized Asana and Jira for tracking and managing project progress and user story development.
• Conducted cost-benefit analyses for projects and managed scope change requests.
• Prioritized sprint backlogs and facilitated daily stand-up calls with developers.
• Handled billing and invoicing for 40+ resources operating on T&M and FP models.
• Implemented cost reduction initiatives, optimized resource allocation, and enhanced project efficiency.
• Monitored project progress, identified risks, and implemented corrective measures.
• Led stakeholder engagement initiatives to ensure alignment with project objectives and foster team ownership.

Project Management : Led the CMS migration project for Bajaj Finserv's website from Oracle to AEM, collaborating closely with Adobe and business heads on strategic initiatives, product vision, development, and delivery of approximately 3500 pages on AEM.

• Managed diverse projects and formulated roadmaps, project plans, and schedules around scope, cost, time, and quality.
• Prepared presentations for project kick-offs and shared weekly progress updates with stakeholders.
• Collaborated with Adobe, third-party vendors, business, and internal stakeholders for defect triaging, enhancements, new product development, testing, and deployment.
• Served as a Scrum Master, facilitating Scrum ceremonies such as Sprint Planning, Daily Scrum, Scrum Review, and Scrum Retrospective.
• Refined Sprint backlog, prioritized user stories, tracked sprint progress and presented burn-down, velocity charts, and graphs to stakeholders to indicate website and page performance.
• Led a team of 25+ Agile guild members, removing impediments with a sense of urgency and ensuring adherence to Scrum principles, values, and practices to deliver product features on time and meet quality standards.

Product Management: Acted as a Product Owner, managing Homepage, Insta EMI, Store locator, Credit Pass, and Offer World.

• Prioritized product requirements, owned product backlog, and developed roadmaps for building new business cases and features.
• Gathered requirements from business stakeholders, created epics, and over 100 user stories, detailing functional and technical scenarios, and coordinated with design and technology architects for feasibility checks and story refinement.
• Analyzed customer journeys to identify pain areas, collaborated with designers to redefine journeys, and developed wireframes, resulting in 60% increase in conversion rates.
• Identified customer needs through user research and competitive benchmarking, utilizing VOC to provide inputs for creating high-quality product roadmaps and increasing CSAT and NPS.

• Managed as PMO lead for over 5 years, overseeing multiple accounts in the Health-Tech domain.
• Successfully transitioned multiple accounts, specializing in end-to-end PMO activities such as opening PRFs, resource onboarding, conducting and scheduling BGV, project assignation, learning & development, client onboarding, and credential creation.
• Handled AD management, compliance audits for training, BGV, asset inventory management, seating management & access reconciliation, time & expense reconciliation, and invoicing for the account.
• Managed vendor relationships, procured materials, and third-party services. Raised demand IDs for quotations, submitted, managed, and tracked PR, PO, and invoices on Ariba.
• Maintained oversight of SOWs, MSA, and other contracts at the project level.
• Monitored and published KPI and KPP reports tracking the productivity and performance of the entire account monthly.
• Led a team of 3 resources, providing mentorship on internal PMO tools and processes, client handling, and management.

• Assisted US customers in troubleshooting problems with HP printers via voice calls and RDP sessions.
• Connected printers with Windows laptops, desktops, and mobile devices via cable, Wi-Fi, or Bluetooth.
• Achieved sales targets of $350 or more every month through effective up-selling of printers, peripherals, and ink cartridges.