Salesforce (SFDC) Certified Professional/Integration & CTI Specialist              

 

PROFESSIONAL SUMMARY

·               Salesforce certified CRM professional with over 10 years global IT experience. SFDC experience with

4 implementation & a Support project Also designed & developed solutions in Siebel, OBIEE, bi-spoke Java/.NET applications & Web Technologies.

·               Specialist in SFDC real time integration & Open CTI (Cloud based) Solutions as well as CTI Toolkit based (adapter installable) implementation. Liaison between business & technical teams.

·               Worked on 9 CRM implementations & 2 support projects including SFDC Implementation & Support projects

·               SFDC real time integration: Led 6 REST/SOAP based integration those are currently running in production. PGP encryption based authentication with third party application, integrated with SAP MII (Manufacturing Integration and Intelligence).

·               SFDC Batch integration: Implemented batchable & Scheduleable interfaces for processing large data in scheduled intervals. Designed BATCH APEX framework for outbound callout without worrying Governor Limits. Hands on with APEX Data Loader & Bulk API.

·               APEX – Developed APEX Triggers, APEX Scheduler, APEX sharing and 20+ APEX Classes in production. Written APEX test classes.

·               Visual Force – Currently have 30+ Visual Force Pages in production Force.com. Worked with MVC design pattern and implemented in salesforce customizations using sObjects, Apex controller classes and VisualForce pages.

·               Streaming API – APEX class for Pushtopic, CometD methods.

·               Created .NET (.NET client for SFDC) windows service to provide csv file CISCO Outbound Dialer.

·               Web technologies – Used JavaScript, JQuery, AJAX, AngularJS, CSS, HTML/5 for UI requirements

·               Used PHP Toolkit & AJAX Toolkit

·               Implemented CTI for 200 capacity call center users, using Open CTI with CISCO UCC Base/Mobile (Nailed up Mode), Click to Talk, and Outbound Dialer Preview/Predictive mode.

·               CISCO mobile client implementation for remote CRM users.

·               Hands on with declarative Configuration/Administration – Flow, Workflow, Approval Process, Validation Rules, Custom objects, relationships, Record types, Page layouts, User profiles, Permission Set, Single Sign-on (SSO) and Security Controls.

·               Hands on with SOQL/SOSL, Aggregate, Relationship queries in apex (classes, triggers & batch) and customized/optimized queries to avoid governor limits

·               Migration using Change sets and ANT scripts.

·               Siebel to SFDC migration: Worked on data migration & application functionality migration. Involved in data modelling & interfaces migration.

·               Participated in business analysis, requirement gathering activities, conducting workshops & executive interviews. Developed wireframes, detailed functional specification documents and prototypes for ease of understanding of the implementation strategies.

·               Business Processes: Marketing, Lead Management, Sale Management, CPQ, Order Management, Case Management, Partner Management, Web-To-Lead, Email-To-Case.

·               Enforcing the SFDC Best Practice & Development Best Practice

·               Certified SFDC ADMIN 201,SFDC DEV 401, Siebel Core Consultant

 

 

 

 

KEY ACCOMPLISHMENTS IN PROJECTS

 

Customer Experience Management – Enhancement & Support

·   Implemented Microsoft AD based SSO using SAML

·   Exposed APEX SOAP API for Customer Data Master

·   Designed BATCH APEX framework for outbound callout and Concurrent execution considering Governor Limits

·   Developed schedulable APEX class for data purge.

·   APEX REST API based integration with payment service , OAuth 2.0 Authentication

·   Created Schedulable/Batchable APEX classes & Triggers, used SOQL/SOSL with in APEX.

·   Redesign assignment rules & created custom assignment rules

·   Production migration using ANT scripts

·   Optimized APEX SOQL for faster processing and in under governor limit.

·   Reviewed/Design technical and functional documentation

·   Versioning development using SVN

Environment: Windows, Salesforce Unlimited Edition, Open CTI, Saleforce1, CISCO 9.0, Service Cloud, Sales Cloud, Apex, VisualForce (Pages, Component & Controllers), JQuery, JSON, XML, HTML, JQUERY, PHP Toolkit, AJAX Toolkit, SOQL/SOSL, Eclipse IDE, CSS, VisualStudio 2012, SOAP UI, TFS, XML Spy

 

DTC (Direct -To-Customer) – CTI implementation project with CISCO UCCE 9.0

·   Implemented Salesforce Open CTI{New CTI from Salesforce} with CISCO UCCE 9.0

·   Used JavaScript to customize Web-Based softphone

·   Developed .NET SFDC client for CISCO outbound dialer

·   Customize CTI DEF file for CTI event based application navigation, Screen POP & Auto Call activity creation of following type inbound, outbound, dialer and transfer call.

·   APEX based data dip on CTI event.

·   Implemented Click –to-talk on customer web site and Click-to-Dial feature for users

·   Custom message for user depending upon IVR input by customer.

·   Workflow based SLA for cases 

Environment: Windows, Salesforce Unlimited Edition, Open CTI,  CISCO 9.0, Service Cloud, Sales Cloud, Apex, VisualForce (Pages, Component & Controllers), SOAP UI, TFS, XML Spy, JQuery, JSON, XML, HTML, JQUERY, PHP Toolkit, AJAX Toolkit, SOQL/SOSL, Eclipse IDE, CSS, Visual Studio 2012

 

Customer Experience Management – Implementation/Migration project

·   Conducting Executive interviews & workshops to map existing functionality of application in SFDC keeping in mind of leveraging SFDC feature. Explained the functionality and feature of SFDC to business team.

·   Created APEX class form WSDL of EWD (Enterprise Data Warehouse) to display data, callout.

·   Created Visual force page to display data directly form external systems EWD.

·   Created APEX Class (Callout)/VisualForce pages to display PDF in SFDC from IBM FILENET.

·   Created APEX Callout for Mckesson [Procedure Code]/PGP based authentication, Java Web Service for SFDC.

·   Designed & Reviewed access control OWD, Roles, Profile, Permission Set, Sharing Rules.

·   Configured the custom relationship among objects. Created Visual flows/Workflows for user operation.

·   Used APEX class for pushtopic in Streaming API for Policy Agent System, NotifyForFields,

·   Worked with Apex Scheduler to invoke Apex classes Schedulable/batchable at regular intervals.

Environment: Windows, Salesforce Unlimited Edition, Agile Process, Service Cloud, Sales Cloud, Apex, VisualForce (Pages, Component & Controllers), JQuery, JSON, XML, HTML, JQUERY, PHP Toolkit, AJAX Toolkit, SOQL/SOSL, Eclipse IDE, CSS, VisualStudio 2012. SOAP UI, TFS, XML Spy

 

Direct Sales Center (Sales Application) – CTI implementation project

·   Developing CTI for CISCO Outbound Dialer in blended mode & customer predictive.

·   To provide technical design, programming, Siebel tools configuration, development to build new business functionalities

·   Designing Real time interface, web service based integration.

·   Click to Talk implementation with CISCO

·   CISCO Mobile client implementation for remote CRM users.

·   Holding Siebel CTI & interface workshops for Business.

·   Developing customization Siebel CTI toolbar requirement & Application configuration

·   Unit testing of customizations.

·   Activities also include giving functional support and solution to the current implementation.

Environment: Siebel Tools, CISCO, Java, Eclipse IDE, Siebel 8.0, DEF file, CISCO UCCE Windows XP/7.

 

Lead Enhancement & Order Management in manufacturing domain – Implementation Project

·   Conducting Executive interviews & workshops for requirement gathering

·   Implemented CPQ, Marketing and Sales processes covering Campaign, Leads, Accounts, Contacts, Opportunities, Forecasting, Quotes, Pipeline management.

·   Worked on Web-to-Lead, Lead Assignment Rules

·   Integrated with SAP MII/PI, using APEX and created generic framework to control governor limits.

·   Worked with web team and used PHP toolkit for getting

·   Developed salesforce.com visualforce pages using Java script, and Ajax toolkit for client side validations and rendering sections/components based on user options

·   Created relationships among objects with Lookup, Self, Master-detail relationship and used Junction object for many-to-many relationships. Created workflow rules and defined actions like Tasks, Time-Dependent actions, Email Alerts, Email templates and Field Updates to implement business logic

·   Implemented Salesforce.com dashboards as per business requirements. 

Environment: PHP Toolkit, Saleforce.com platform, Apex Language, SAP MII/PI, Visual Force (Pages, Component & Controllers), Pages, HTML, Java Script, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Java/ANT, Jitterbit Data Loader, Eclipse IDE Plug-in, Windows XP.

 

Call Center Implementation for aviation customer.

·   Designing/Develop solution to Integrate SFDC with CISCO UCCE using CTI adapter

·   Providing liaison between business team and development team, conducting workshops, training.

·   Integrated Apex with External services by making callouts that used SOAP and WSDL

·   Developed global variables and expression to manipulate data types for conditional execution.

·   Modified simple workflows to incorporate Email Alerts and Field Updates.

·   Performed admin activities - creating Profiles, Roles, Permission Set, Sharing rules, Page Layouts, RecordTypes and configured permissions for each profile in the organization.

·   Written SOQL, SOSL, Aggregate, Relationship queries in apex classes, triggers to retrieve optimized data.

Environment: CISCO UCCE, CTI Adapter, Saleforce.com platform, Apex Language, Visual Force (Pages, Component & Controllers), Pages, HTML, Java Script, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Eclipse IDE Plug-in, Windows XP.

 

Support & Enhancement project in financial domain, modifying interfaces, workflows, CTI, Siebel UI.

·   EAI: Refresh current balance from Flexcube using EAI HTTP Transport Web Service.

·   EAI: To update customer category according to MIS(Business Analysis Tool) data

·   Creation of business process including applet configuration, business service, workflow and integration, workflow policy for assignment of contact records.

·   Set up of Shinsei Bank Siebel COB site & New UAT environment.

·   Planning and implementation of data purging for “Activity” and “Service Request”.

·   Supporting Siebel production environment through Shinsei bank helpdesk.

·   Integrating Siebel & AVAYA application using Siebel CTI, Customization of CTI toolbar & DEF file.

·   Work with onsite and offshore team members for application development and deployment activities

·   Develop/Monitor Siebel EIM batch process/Extraction batch and resolving issues in same.

·   Business usual Administration task like Branch/ Division creation, Correspondence Template creation, setting up skills for organization & employees to meet assignment criteria and product addition, Multi – lingual Strings addition. 

·   Converting Microsoft CRM function into One Siebel application.

·   Microsoft .NET component development around Siebel CRM application.

·   Providing Adhoc data extract database or by creating VB COMs. 

·   Technical/Functional design documents creation, Preparation of Unit test cases, Support UAT

Environment: Siebel Finance 7.5, OBIEE, AVAYA, Siebel Tools, Java, HTML, Eclipse IDE for Java, Visual Studio, CSS, JavaScript, VBScript, Oracle 10.2.0.2, Windows 2003 Advanced Server, SOAP UI, TFS, XML Spy

Virtual Banking – Implementation of Loyalty Management & CTI

·   Setting up Siebel Communication architecture.

·   Configuring the MS Exchange settings.

·   Implemented Loyalty management, Assignment management, Workflow/Policies & Email Server.

·   EIM for Siebel loyalty with respect to financial account.

·   Implemented Drill downs and toggles in applets.

·   Implemented Applet Level and Business Component Level Scripting.

·   Configuration of Business object and Data object layers.

·   Configuration of Special events like Static and Dynamic Pick lists, Drilldowns, Multi Value Groups (MVGs) and Association Applet

·   Integrating Siebel & CISCO application, Configuring DEF file.

Environment: Siebel Finance 7.8.2, OBIEE, CISCO, Siebel Tools, Java, HTML, Eclipse IDE for Java, JavaScript, VBScript, Oracle 10.2.0.2, Windows 2003 Advanced Server.

PRIMUS – Project is to implement CRM/RMA process for Manufacturer & MVNO(Mobile Virtual Network Operator)

·   Configuration of User Interface layer like Applets, Views and Screens.

·   Configuration of Data objects layers. Special events like Static and Dynamic Picklists, Drilldowns.

·   Implemented Applet Level and Business Component Level Scripting.

·   Extension of Tables by adding the additional Columns

·   Installation of Siebel application, Implemented Authentication adapter

·   Designing Real time interface, web service based integration, SOAP requests

·   Developing customization Siebel CTI toolbar requirement & Application configuration

·   Activities also include giving functional support and solution to the current implementation.

Environment: Siebel Tools, Eclipse IDE for Java, JavaScript, VBScript, Oracle 9i, Siebel eCommunications 7.5.3, CISCO Call Manager 7.2, Windows 2003 Advanced Server, Java.

EducationBachelor of Engineering, Information Technology, MITS, Gwalior,India

Skills

Products/TechnologiesSalesforce.com, Siebel, CISCO 9.0, 7.5, 7.3, AVAYA 8.x, OBIEE, Informatica

ToolsEclipse IDE, CTI ToolKit, AJAX ToolKit, ANT, Jitterbit Data Loader, WebSphere Cast Iron DataLoader,  SVN, Siebel Tools, Visual Studio, Oracle SQL*Loader, SQL Navigator, TOAD, WIN SCP, SOAP UI, XMLSPY

Salesforce TechnologiesApex SOAP API, APEX REST API, Open CTI, Enterprise SOAP API, SOQL/ SOSL, VisualForce (Pages, Component & Controllers), Triggers, Custom Objects, S-Controls, Bulk API, Workflows, Visual Flows             

Web Technologies         JavaScript, JQUERY, AJAX, AngularJS, CSS, HTML/5        

Languages         APEX, Visualforce, eScript, PHP, Java, C#, WPF

Databases                         Oracle 8.0, IBM DB2, Oracle 10g, MS SQL 2008/2012

Experience

Certifications DEV 401, Admin 201, Siebel Core Consultant

Jairaj.d.singh@gmail.com Cell: 860-904-0652                                                                                                 Page 1 of 4