Arpita Ojha Chakraborty
Lead Business Architect
Kolkata
Summary
Seasoned and certified Pega Lead Business Architect with 12+ years of experience delivering end-to-end enterprise solutions using Pega platform. Expertise in Pega CDH and Customer Service frameworks, with proven success in telecom, auto finance, and order management domains. Known for leading DCO workshops, mentoring BAs, and translating complex business needs into scalable architectures. Strong experience in defining engagement policies, running UATs, and delivering measurable ROI across transformation programs.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Pega Lead Business Architect
Maantic Inc.
06.2023 - Current
- Company Overview: Client: DriveTime – Auto Finance (USA)
- Led collections transformation using Pega Customer Service, improving FCR by 25% and AHIT by 52%.
- Facilitated DCO sessions capturing 200+ business rules and 150+ stories.
- Designed reusable case types, SLA tiers, and escalation paths.
- Integrated Pega CDH for NBA strategies targeting delinquent segments.
- Partnered with compliance, ops, and IT teams across phases.
- Client: DriveTime – Auto Finance (USA)
Senior Business Architect
Capgemini
04.2019 - 05.2023
- Company Overview: Client: Leading Telecom Provider
- Delivered global retention and cross-sell solutions using Pega CDH and adaptive models.
- Mentored 3 BAs in requirement management, refinement, and backlog grooming.
- Defined engagement policies, suitability rules, and arbitration logic.
- Led UAT strategy with QA and product stakeholders, reducing go-live defects.
- Ran DCO sessions and aligned with architects on scalable design principles.
- Client: Leading Telecom Provider
Business Analyst / Pega Consultant
Cognizant
11.2013 - 03.2019
- Company Overview: Client: Order Management – Telecom and Retail
- Designed Pega workflows for telecom order capture, validation, and fulfillment.
- Defined order prioritization logic, SLA layers, and fulfillment triggers.
- Migrated legacy systems into Pega for BSS/OSS integration.
- Created detailed user stories and led demos during sprint reviews.
- Supported QA and resolved UAT blockers for timely releases.
- Client: Order Management – Telecom and Retail
Education
Bachelor of Technology (B.Tech) - Electronics and Communication Engineering
Annamalai University
01.2009 - 01.2013
Skills
Pega CDH & Customer Service Workflows
Direct Capture of Objectives (DCO)
Engagement Policy Design & Arbitration
Business Process Reengineering
Agile & Scaled Agile Delivery
Stakeholder & Product Owner Management
UAT Planning and Execution
Case Lifecycle Design and Governance
Java
SQL
HTML
XML
Windows 10
Windows Server 2016
Oracle
Certification
Pega Certified Lead Business Architect (CLBA), v24.2
Accomplishments
- Star Performer Award, Maantic Inc., 2024, For leading the Pega Customer Service transformation project that improved AHIT by 52%.
- Spot Award, Capgemini, 2021, For exceptional leadership during UAT planning and execution in a telecom CDH initiative.
- Client Appreciation, Leading Telecom Provider, For driving business impact through adaptive modeling and customer retention journeys.
Project Highlights
- Auto Finance Collections (DriveTime), Improved AHIT (Average Handle & Interaction Time) by 52% using case automation and smart routing., Delivered: NLP-driven call flows, SLA tiers, digital collections workflows.
- Retention in Telecom (Using Pega CDH), Part of a core team that enabled over $100M in business impact through optimized retention using NBA Designer and adaptive models.
Timeline
Pega Lead Business Architect
Maantic Inc.
06.2023 - Current
Senior Business Architect
Capgemini
04.2019 - 05.2023
Business Analyst / Pega Consultant
Cognizant
11.2013 - 03.2019
Bachelor of Technology (B.Tech) - Electronics and Communication Engineering
Annamalai University
01.2009 - 01.2013