Aarti Prakash

Summary

Strategic Senior Product Manager with 12+ years of experience delivering AI-driven SaaS, CRM, and CX solutions across enterprise-scale ecosystems. Proven expertise in end-to-end product lifecycle management — from vision and discovery through design, execution, and growth. Recognized for driving LLM-based automation, data intelligence, and user-centric design that elevate customer engagement and operational efficiency.

Overview

13

years of professional experience

Work History

Senior Product Manager – AI & CX Studio

Nextiva

Bengaluru

2024.08 - Current

Developed and implemented AI-driven conversational automation across chat, voice, and email within Nextiva CX Studio.
Supported design of an intent detection framework that enhanced message routing accuracy by 40%, integrating it with CRM and knowledge systems.
Created Next Studio – CX Builder, a no-code omnichannel journey designer enabling agents to visually orchestrate engagement workflows.
Helped launch an AI-based survey builder delivering real-time sentiment analytics for actionable CSAT insights.
Collaborated with data science teams to embed LLM-powered summarisation and response generation features into the CX ecosystem.
Defined success metrics and developed analytics dashboards to measure engagement automation rates and deflection.
Provided mentorship to product and analytics teams on AI ethics, product discovery, and conversational UX best practices.
Led scrum team activities including sprint planning and development through product launch.

Senior Product Consultant

Gainsight

Hyderadbad

2022.04 - 2024.08

Assisted in developing AI-driven CRM enhancements to boost platform adoption.
Supported integration of Salesforce connector for real-time account synchronisation.
Helped shape roadmap strategy and execution with various departments.
Delivered internal demonstrations to align engineering, QA, and customer success.
Contributed to gathering requirements and developing CRM features to enhance product adoption.
Collaborated on setting up connectors for Salesforce integration and data loading.
Worked with engineering and support teams to launch AI features such as automated notes and sentiment analysis.
Participated in strategic planning aimed at customer retention.
Facilitated communication between departments for product development alignment.
Handled customer queries and product configuration; conducted demonstrations to promote product growth.
Managed product risk and provided solutions to stakeholder use cases.

Product Manager

Droisys Inc.

Las Vegas

2021.01 - 2022.04

Led development and planning of A360 platform for distributor and vendor onboarding.
Led delivery of data insights modules and go-to-market strategies.
Helped manage a team of 10-12 members to complete projects on time and within budget.
Contributed to go-to-market strategy execution that gained product features in tech publications.
Collected and analysed competition data to aid product positioning.
Worked on report modules generating actionable data insights.
Maintained product backlog and assisted with prioritisation aligned to business goals.

Product Consultant

Hexaware Technologies

Gurgaon

2019.10 - 2021.01

Drove digital CX automation for IndiGo Airlines, improving self-service ticketing and flight operations.
Designed UX wireframes and Power BI dashboards to visualize customer and flight performance data.
Enhanced agile release predictability by optimizing sprint planning and backlog refinement.
Assisted in conducting market research to develop product strategy for the airline.
Added features to web applications for ticketing and real-time flight information.
Developed a new application for passenger transfer at the airport, managing sprint releases and UAT planning.
Worked with the design team to finalize UX/UI designs and created wireframes to enhance product development.
Participated in agile development processes, including sprint planning and review meetings.
Conducted data analysis using Power BI to create visualizations for insights.

Lead Engineer

HCL Technologies

Noida

2013.08 - 2019.10

Delivered CRM transformation programs for clients such as Bank of America, VISA, and Pearson.
Oversaw end-to-end requirement analysis, testing, and deployment cycles.
Worked on multiple projects for clients including Connecticut State Government, Bank of America, VISA cards, Pearson, and OTSUKA.
Documented client business requirements and managed a cross-functional team of 8-10 members.
Handled client interactions and provided regular project updates with action plans.
Participated in software development lifecycle, code development, deployment, and UAT planning.
Managed sprint planning, releases, scrum meetings, and tracked product backlog.
Converted client requirements into business use cases for successful product development.
Prepared reports to track product development progress and project stages.
Resolved team conflicts and issues for improved management.

Education

Bachelor of Technology (B.Tech) -

Maharaja Surajmal Institute of Technology, GGSIPU, New Delhi

Skills

Product management
AI integration
Cross-functional collaboration
Agile methodologies
User experience design
Stakeholder engagement
Knowledge of crm systems
AI product management

conversational automation
product strategy
product discovery
sprint planning
mentorship
Problem-solving
Communication skills

Accomplishments

NEXTIVA Rockstar Award – Product Delivery Excellence
Gainsight Rising Star Award – Product Delivery Excellence
HCL Spot Award – Requirement Analysis & Timely Delivery
Nominated for Economic Times Young Leaders Award (2018)
Received multiple client appreciations for fast-paced quality delivery and commitment to meeting project deadlines.

Languages

English

Hindi

Onsite Experience

Attended meetings and business discussions for the Department of Energy and Environmental Protection project., Hartford, Connecticut, United States of America
Participated in launching the A360 application for various distributors with Droisys., Las Vegas, Nevada, USA

Disclaimer

I hereby declare that the above-mentioned facts are true to the best of my knowledge and in good faith. I assure you that, if allowed to serve your esteemed concern, I shall perform to the best of my abilities and meet your expectations.

Timeline

Senior Product Manager – AI & CX Studio - Nextiva

2024.08 - Current

Senior Product Consultant - Gainsight

2022.04 - 2024.08

Product Manager - Droisys Inc.