Sai Kiran Nandipati
Atlanta,MI
Summary
Around 9 years of experience in IT with expertise in analyzing, building BPM solutions in a variety of industries and technical environments and designing/developing the applications using Pega RULES Process Commander as a certified PRPC Senior System Architect. Experience in Design, Development, Migration and Deployment of PRPC, Pega Business Rules Engine and Java/J2EE based applications. Hands on experience in Pega PRPC6.X,7.X,8.X. Implemented various SDLC models, product requirements gathering & design using software methodologies like Waterfall, Scrum methodologies. Self-motivated and industrious professional with good technical, communication, interpersonal and leadership qualities with excellent analytical and problem-solving skills applied to simplify business processes. Enthusiastic learner, creative and smart worker with strong work ethics and commitment to work to achieve Client's objectives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Pega/BPM Lead System Architect
Goldman Sachs
07.2023 - Current
- Objective: To enhance and modernize the debt collections and recovery processes for Apple and GM credit cards by leveraging Pega Decisioning, advanced BPM solutions, and automation tools
- The focus is on creating efficient workflows, reducing collection times, and improving customer engagement while ensuring regulatory compliance
- Achievements:
- Designed and implemented automated workflows integrated with Pega Customer Decision Hub (CDH) to optimize debt collection efficiency and accuracy
- Utilized Pega Decisioning to analyze customer behaviors and personalize collection strategies, resulting in increased recovery rates and improved engagement
- Introduced customer-centric features driven by real-time decisioning to enhance communication and drive proactive outreach during the collections lifecycle
- Leveraged data-driven insights and adaptive decisioning to refine and continuously improve collection approaches
- Ensured adherence to financial regulations and minimized operational risks by embedding compliance checks within automated workflows
- Delivered real-time analytics and decision-based dashboards to stakeholders, enabling data-driven strategic decisions and enhancing visibility across collections
- Enhanced the scalability of collections processes by integrating dynamic decisioning models to handle high volumes effectively and prioritize critical accounts
Pega/BPM Lead System Architect
Bank of America
01.2023 - 06.2023
- Objective: To modernize and streamline the settlement process for deceased customer accounts, ensuring accurate and timely disbursement of outstanding funds
- The project aimed to enhance the experience for families and beneficiaries by automating critical processes and improving transparency
- Achievements:
- Developed automated workflows to expedite the resolution of estate settlements, reducing manual intervention
- Enhanced customer communication, ensuring clear and compassionate engagement with families and beneficiaries
- Improved accuracy and efficiency in the disbursement of funds, minimizing delays
- Optimized back-end processes, leading to cost savings and reduced administrative workload
- Ensured regulatory compliance and accuracy in documentation handling
- Facilitated better tracking and reporting of estate management processes
Pega/BPM Lead System Architect
Royal Bank of Canada
04.2022 - 12.2022
- Objective: To overhaul and modernize the dispute resolution process for Visa fraud and non-fraud cases using Pega Smart Dispute
- The goal was to enhance operational efficiency, improve customer satisfaction, and minimize errors through automation and real-time analytics
- Achievements:
- Implemented Straight-Through Processing (STP) for dispute resolution, achieving full automation within90 days, significantly reducing manual intervention and accelerating case closure times
- Automated end-to-end workflows to simplify dispute handling and reduce manual errors
- Enhanced dispute processing speed, resulting in faster case resolution and improved SLA adherence
- Integrated real-time analytics and reporting to enable proactive issue detection and optimize case routing
- Developed customer-friendly interfaces, enhancing satisfaction and engagement throughout the dispute lifecycle
- Enabled seamless access to dispute statuses for internal teams and customers, increasing transparency and reducing follow-up inquiries
- Streamlined resource allocation and workload management, eliminating operational bottlenecks and improving overall productivity
Pega/BPM Lead System Architect
Oklahoma State Government
02.2021 - 03.2022
- Objective: To modernize unemployment claims and reemployment services by streamlining the eligibility assessment process (RESEA) and automating administrative workflows
- The project aimed to provide an efficient, transparent, and accessible system for claimants while reducing operational burdens on government agencies
- Achievements:
- Automated the processing of unemployment claims, enabling faster and more accurate responses
- Improved accessibility and user experience for claimants by simplifying application workflows
- Enhanced reemployment services through better tracking and engagement with job seekers
- Reduced administrative workload by automating repetitive tasks, allowing staff to focus on high-priority cases
- Ensured compliance with federal and state regulations, improving accuracy and accountability
- Received positive feedback from claimants and agency staff for improving overall system performance and responsiveness
Pega/BPM Senior/Lead System Architect
Bank of America
04.2019 - 01.2021
- Objective: To manage and streamline the end-to-end lifecycle of claim and dispute processes for Visa fraud and non-fraud transactions through Pega's traditional implementation
- The goal was to improve operational efficiency, reduce dispute resolution times, and enhance customer satisfaction
- Achievements:
- Automated the processing of Visa-related disputes, minimizing manual intervention and accelerating resolution times
- Enhanced fraud detection workflows, reducing errors and improving fraud case identification
- Standardized non-fraud claim handling by implementing consistent processes across all dispute types
- Delivered improved customer experiences by enabling faster response times and transparent dispute tracking
- Ensured compliance with regulatory requirements throughout the claims lifecycle
- Provided real-time reporting and analytics to stakeholders, enabling data-driven decision-making
Pega/BPM Senior System Architect
Computershare
04.2018 - 03.2019
- Objective: To modernize and enhance the customer service platform by implementing and managing approximately20 case types, including ACH processing, loan updates, electronic consent, escrow surplus/shortage, and other essential workflows
- The focus was to optimize service efficiency, automate processes, and improve customer engagement
- Achievements:
- Developed and deployed automated workflows for high-demand case types, streamlining customer service operations
- Enhanced ACH processing and loan update services, improving response accuracy and reducing turnaround times
- Implemented electronic consent workflows to ensure compliance and improve data collection
- Automated surplus and shortage escrow processes, minimizing errors and expediting case resolution
- Increased operational efficiency by integrating Pega case types into existing systems, reducing manual workload
- Delivered an intuitive and user-friendly service portal, enhancing customer interactions and satisfaction
Pega/BPM Senior System Architect
Deloitte
03.2017 - 03.2018
- Objective: To address global mobility challenges by supporting the implementation of incentive programs aimed at enhancing organizational performance
- This involved designing solutions that streamline human resource processes, reduce operational costs, and manage regulatory risks across international jurisdictions
- Achievements:
- Designed and implemented Pega-based solutions to automate complex HR workflows supporting global mobility initiatives
- Facilitated the deployment of talent across international borders by automating tax compliance and reporting
- Enhanced operational efficiency by aligning HR processes with corporate strategies and business goals
- Delivered solutions that reduced administrative costs and improved workforce tracking
- Contributed to risk management by ensuring incentive programs complied with international tax laws and regulations
- Provided seamless integration between HR and financial systems, improving data accuracy and transparency
Pega/BPM System Architect
Anthem
10.2015 - 09.2016
- Objective: To modernize and optimize the Pega Customer Relationship Management (CRM) application for handling preauthorization and predetermination of incoming healthcare requests
- This project aimed to improve service efficiency, reduce wait times, and enhance customer satisfaction through seamless integration of Interactive Voice Response (IVR) with Pega CRM
- Achievements:
- Implemented IVR solutions integrated with Pega CRM to automate preauthorization inquiries and route calls efficiently, significantly reducing phone wait times
- Enabled self-service options through IVR, allowing patients and healthcare providers to check request statuses without CSR intervention, improving overall responsiveness
- Automated preauthorization workflows to expedite request handling, minimizing manual processing and errors
- Enhanced predetermination processes, ensuring quicker turnaround for healthcare service approvals
- Improved customer satisfaction scores by streamlining service channels, reducing average handling time (AHT), and providing real-time updates through both IVR and CRM
- Ensured seamless synchronization between IVR, CRM, and back-end systems, offering a360-degree view of customer interactions and case statuses
- Reduced operational costs by diverting routine inquiries to automated channels, freeing up CSRs to focus on complex cases
- Strengthened the CRM’s role as the centralized hub for managing customer data and interactions, ensuring accurate record-keeping and enhancing customer engagement across channels
- Provided comprehensive reporting tools and dashboards, enabling stakeholders to monitor case progress and measure IVR effectiveness in reducing call volumes
Education
Master of Science - Information And Communication Technology, Information Security
University of Denver
Denver, CO07.2015
Bachelor of Technology - Electrical & Electronics Engineering
KL University
Vijayawada,India06.2013
Skills
- Programming Languages: Java, BPM Tool PRPC (v 7x,8x), Appian, ServiceNow, Camunda
- Database: SQL, Oracle
- Domain Knowledge: Health Care, Finance, Government
- Web Services: JSON, XML
- Web Technologies: HTML, CSS, JavaScript, JSP, SOAP, WSDL
- Tools: Postmen, SOAP UI, Toad, Sequel Pro/SQL Developer, Microsoft Visual Studio
Certification
- Certified Lead System Architect (CLSA)
- Certified Pega Decisioning Consultant (CPDC)
- Certified User Interface Specialist (CUIS)
- Certified Senior System Architect (CSSA)
- Certified System Architect (CSA)
Verify Certification
Pega Academy
Timeline
Pega/BPM Lead System Architect
Goldman Sachs
07.2023 - Current
Pega/BPM Lead System Architect
Bank of America
01.2023 - 06.2023
Pega/BPM Lead System Architect
Royal Bank of Canada
04.2022 - 12.2022
Pega/BPM Lead System Architect
Oklahoma State Government
02.2021 - 03.2022
Pega/BPM Senior/Lead System Architect
Bank of America
04.2019 - 01.2021
Pega/BPM Senior System Architect
Computershare
04.2018 - 03.2019
Pega/BPM Senior System Architect
Deloitte
03.2017 - 03.2018
Pega/BPM System Architect
Anthem
10.2015 - 09.2016
- Certified Lead System Architect (CLSA)
- Certified Pega Decisioning Consultant (CPDC)
- Certified User Interface Specialist (CUIS)
- Certified Senior System Architect (CSSA)
- Certified System Architect (CSA)
Master of Science - Information And Communication Technology, Information Security
University of Denver
Bachelor of Technology - Electrical & Electronics Engineering
KL University
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