Sanjeev Patel

 Sanjeev Patel Email--Cell: -/- Summary: Project Management and Delivery: He has over 16 years of IT and Upgrade, System Integration, architecting and complex project management experience based Siebel CRM suite of products. He has demonstrated strong Project Management skills and the ability to drive large, complex projects in a multi-department portfolio. He possesses strong leadership experience, ability to set direction, drive team to meet objectives, leading by example, and teamwork. He has excellent analytical and managerial skills. He is well versed with Onsite offshore project delivery modules and has handled multiple full SDLC Siebel projects. Clients and Project Teams Interaction: Experienced change manager (understands the phases of change, identifies and manages resistance to change, promotes and institutes conditions for positive change) and have multiple Siebel implementation project management experience. Excellent verbal and written communication, Schedule Management, Time Management, Budget Management, Scope Management, Change Control Management, Quality Management, Risk Management, Issue Tracking, Estimating and Planning. Proficient in authoring Business Requirement Documents, Technical Design Documents and identifying interfaces and business process specifications. Experienced in creating Use Case Diagrams, Activity Diagrams, Business Process Models, Work Flow Diagrams, and Data Flow Diagrams, Flow Diagrams (Business and Navigation). Technical Solution and Architecting: Prepared winning proposals in response to RFIs, RFPs and proposals and interacted with clients SOW finalization. He is experienced in Architecting Siebel and call center solutions, and integration of various CRM/Call Center products of Avaya, Aspect Communications, Cisco Systems, Genesys Labs, Nortel Networks and Siebel. He possesses strong domain knowledge of Telecommunications, Transportation, Finance, Loyalty and Services industry. Education: Degree University Duration ME in Telecommunications Engineering RMIT University, Melbourne, Australia 1996 - 1998 BE (First Class Honours) in E&T University of Bombay, India 1992 - 1995 Diploma In Industrial Electronics BTE, Mumbai, India 1989 - 1992 Training and Certifications: MSP Foundation Certification Prince2 Practitioner and Prince2 Foundation Certified COBIT5 Certified ITIL V3 @ 2011 Foundation Certified IT Service Management (ISO 20000) and ISO IEC 27001 Certified Oracle Siebel EAI 8.0 Training(SOA, Oracle Fusion and BPEL), Oracle University 2008 Avaya IC 7.1 training, ACS Inc. by Avaya 2008 Aspect Certified Call Center Administrator, Aspect Communications, Stockley Park, UK, June 2003 Training on Aspect IP-NIQ, Fallback Routing and Aspect CSS, H3G, June 2003 Technical Skills: CRM and Contact Center Siebel 16.x, 15.x, 8.x, 7.8.x, 7.7, 7.5, 7.0.x and 6.3, Oracle BI Publisher, Cisco UCCX, Avaya IC 7.3.x, 7.2.x/7.1.x, Avaya Outreach Outbound Dialer, Avaya Experience/Voice Portal 6.x, 5.1/4.1, Avaya Aura Contact Center 6.x, Avaya CC Elite, Avaya CCE 4.x, Aura AES 5.x, Avaya Communication Manager 3.x, 4.x, 5.x and 6.x, Avaya CMS R14&R16, IEX TotalView, Nortel Symposium 5.0, AMC CTI Adapter for Siebel 7.7.X, 8.x, Nortel IVR, Aspect ECS 5.1.1, CSS 6.1, Firepond email Manager, Voice Print Call Recording, Eyrtel Voice Recorder, Aspect eWFM, Aspect Datamart, Genesys T Server 6.5, Genesys Gplus Adapter for Siebel 7, Intervoice IVR, Cisco/Geotel UCCE/ICM/IPCC 8.x, 7.x, 4.5&4.6.2, Call Manager 3.0.1, Web Collaboration, Email Manager, Dialogic CTI, and CIC 2.3 Adapter for Siebel 7.x., Nuance Speech Server 5.x ,Vocalizer 5.x and Recognizer 9.x Databases Oracle 8i, 9i, 10g, 11g &12c,TimesTen, MS-SQL7, DB2 and MS-Access Web Related Apache Server/Tomcat, IIS Server, SSML, WSDL, HTML, WML, VXML, VOXML and XML. Tools & Utilities Avaya Orchestration Designer 6.0, Dialog Designer 5.1 and 4.1, eclipse, JIRA, JDeveloper, Visio, Cisco CRA/CVP, Cisco Work2000, Cisco ConfigMaker, Radius, and Cisco uVoice. Hardware Definity G3/S8700/8800 Switch, Avaya Media Server G650, G700, Aspect Call Center 8.3, Nortel Meridian Switch, Cisco Routers etc. Operating Systems MS-DOS, MS-Windows, Windows NT/ 2000/03/07/10,12,14, UNIX, LINUX and SunOS Project Management Tools MS-Project, MS-Visio, MS-Excel, Jira, Spira Languages C, C++, Siebel eScript, JS, Java, UML, SQL, VB and COM Projects Profile Company Arva IT Corp Nov 2013-Till Date Role Siebel Solution Architect ARVA IT is set up by a group of dynamic professionals from the IT industry, who bring in decades of collective experience. We place a high value on knowledge essential for the delivery of quality software services. As a company, we leverage that knowledge and skills to radiate and enhance our offerings. We value an environment where creation, acquisition and retention of knowledge capital is pursued and attained. We add value to new acquisitions by bringing operational excellence to their local initiatives and helping them to introduce models to manage their customer service and support related activities more effectively. Performing Pre-Sales activities for Siebel Projects for various clients. Preparing, Reviewing Request for Proposal documents. Presenting functional and technical solutions to the client. Siebel Upgrade assessment and Siebel upgrade Project Name Client/Company Siebel IP 16 Upgrade May 2017-Till Date IFFCO /Sapcle UAE Role Siebel Solution Architect/Upgrade Specialist Environment Siebel 8.1.1.7, Siebel IP16.13 HP Unix, Windows 2008, BIP 10.1.3.x and BIP 11g IFFCO is a United Arab Emirates based innovative and integrated multi food products Group. With an established global presence, the Group offers a wide range of food products, related derivatives, intermediates and services. As Siebel upgrade specialist I am responsible for providing detailed comprehensive upgrade plan to identify complexity and viability of upgrade and prepare mitigation plan for Siebel upgrade in Development, UAT and Production environment. During assessment, comprehensive inventory of all Siebel objects which has potential to impact Production Siebel CRM Upgrade was provided for accurate estimation and surprise-free execution of upgrade process. Requirement analysis, effort estimation and preparation of detailed upgrade plan Fit Gap analysis during upgrade process for Siebel ,BIP Post upgrade root cause analysis Involved in defining detailed Siebel 8.1.1.7 to Siebel IP16 Upgrade roadmap. Handled Siebel team during Pre-Upgrade Tasks, Prepared/Tuned for Upgrade Installation and configuration of Siebel ip16.13 on HP Unix environment Development, SIT and Production Upgrade, UpgRep, Repository Merge, UpgPhys, and Post Upgrade Tasks. Installation and Configuration of Oracle Business Intelligence 11.1.1.9.0 Siebel 16.13 Integration and configuration with BIP 11g Actively participated in UI level design changes, look and feel of the application. SIT, UAT and Production Support. Project Name Client/Company Siebel IP16 Upgrade May 2017-July 2017 Citi Bank/VirtusaPolaris Role Siebel Solution Architect/Upgrade Specialist Environment Siebel IP16.7, 8.1.1.10, Windows 2008 Citi CRM applications handles mission-critical customer centric process across globe hence it become more important to go through various pitfalls which arose during upgrade and how to handle the situations without impacting day to day functioning of CRM application. As Siebel upgrade specialist I was responsible for providing detailed comprehensive upgrade plan to identify complexity and viability of upgrade and prepare mitigation plan for Siebel upgrade in UAT and Production environment. During assessment, comprehensive inventory of all Siebel objects which has potential to impact UAT and Production Siebel CRM Upgrade was provided for accurate estimation and surprise-free execution of upgrade process. Requirement analysis, effort estimation and preparation of detailed upgrade plan Upgrade from Siebel 8.1.1.10 to Siebel IP 2016 Open UI Managing the assessment and Product Configurator for Siebel Upgrade Review of Open UI level configuration changes PR & PM to access performance related issues. Reviewing and recommending the upgrade process for: JS files, Variable Maps, Workflows, Business Services Recommended alternate solutions for Deal, Quote and Order transactions Recommended and reviewing Best Practices for Product Modeling and Scripting Recommended methods of handling scripting by use of new features in IP 2016 Recommended solutions for enabling Advanced Constraint Technology (ACT) Recommended solutions and workarounds for Apache Tomcat implementation Working with the upgrade team to validate the flow of information from Deal to Order Analyzed and recommended issues on Customized Workflows, Business Services for Performance Fit gap analysis requirements and meeting with various stake holders to understand requirements SIT and UAT Support. Project Name Client/Company TPM Automation Feb 2016-May 2016 IFFCO /Sapcle UAE Role Siebel Solution Architect Environment Siebel 8.1.1.7, HP Unix, Windows 2008 IFFCO is a United Arab Emirates based innovative and integrated multi food products Group. With an established global presence, the Group offers a wide range of food products, related derivatives, intermediates and services. IFFCO business users times to time provide Budget, Tactics, Deals and fund related data in excel format and this data needs to be loaded into Siebel Trade Promotion to ensure there is no inconsistency in the report generation and Budget, Tactics, Deals and fund get allocated according to the existing functionality. Requirement analysis and effort estimation Solutioning of Siebel Trade Promotion Management to automate Budget, Tactic and Deals related data through excel sheet Fit gap analysis requirements and meeting with various stake holders to understand requirements SIT and UAT Support. Project Name Client/Company NIS System August 2015- March 2016 NAPSA Zambia Role Siebel Contact Center Architect/Infrastructure Architect Environment Siebel 15.0 and 15.5, Cisco UCCX, Cisco CM, Oracle 11g, BIP, Windows 2008, Solaris 11 National Pension Scheme Authority (NAPSA) of Zambia which is nodal agency for pension administration in Zambia. It handles more than million active pension members and employers. Currently NAPSA uses multiple distributed system to process customer claims. NAPSA intend to consolidate Contribution system, Benefits system and ZNPF system into single National Pension System (NPS) and provide 360° view of Member and Employer information. Requirement analysis and effort estimation Server hardware sizing for optimal performance Siebel Server sizing to meet customers future requirement Siebel infrastructure hardware environment setup ( DEV/SIT/Production) Fit gap analysis of Telephony requirements and meeting with various stake holders to understand requirements Day to day communication with client for finalizing Design Documents and module delivery Conducted multiple user training session on unified contact center Customization of Siebel CTI configuration to meet customer requirements Solutioning of Oracle Financial integration, Payment system and eCollection subsystem with Siebel Fit gap analysis requirements and meeting with various stake holders to understand requirements SIT and UAT Support. Project Name Client/Company IFFCO Siebel Migration Nov 2014-March 2015 IFFCO /Sapcle UAE Role Siebel Consultant Environment Siebel 8.1.1.7, HP Unix, Windows 2008 IFFCO is a United Arab Emirates based innovative and integrated multi food products Group. With an established global presence, the Group offers a wide range of food products, related derivatives, intermediates and services. IFFCO wanted to move their Siebel Datacenter from Singapore to UAE and as Siebel consultant my responsibilities were: Requirement analysis and effort estimation Impact analysis of 8.1.1.7 Installation in Production environment, QA and Development environment Performed Siebel Configuration and installation Tasks on development, QA and Production environment from one Datacenter (Singapore) to Sharjah Datacenter. Documentation of System migration from Fully Cloned, Partially Cloned and Fresh Installation. Project coordination Oracle BI(10.1.3.4) Installation and Configuration Project Name Client/Company CTMS Siebel Migration Project Jan 2014-March 2014 Samsung Medicals Korea Role Siebel Consultant Environment Siebel 8.1.1.7, HP Unix, Windows 2008 Requirement analysis and effort estimation Impact analysis of 8.1.1.7 with Korean Language Pack and Installation in Production environment Performed Pre-Upgrade Tasks, Prepared/Tuned for Upgrade, UpgRep, Repository Merge, UpgPhys, and Post Upgrade Tasks. Document design for CTMS Siebel system i.e. IQ, OQ etc Project Name Company Siebel CTI Implementation August 2014-September 2015 Opteamix/Maximus Role Siebel Solution Architect Environment Siebel 8.2.2.4, Oracle 11g, BIP, Avaya AACC 6.x, , Windows 2008, RedHat Linux, AMC CTI and VMWare ESX The State of Connecticut has hired MAXIMUS to implement and operate a multi-lingual call Centre to support their Health Insurance Exchange (HIX). The Call Center will provide assistance to individuals, employers, employees, Navigator/In-Person Assisters and brokers prior to an individual’s enrollment in commercial health insurance coverage offered through the Exchange. Requirement analysis and effort estimation Fit gap analysis of Telephony requirements and meeting with various stake holders to understand requirements Siebel configuration and scripting to meet Siebel CTI requirement. Day to day communication with client for finalizing Design Documents and module delivery Customization of Siebel CTI configuration to meet customer requirements SIT, UAT and Production Support. Project Name Company Siebel Implementation April 2014- October 2014 Cablecom/Ampliosys Technologies Pvt Ltd Role Siebel Consultant Environment Siebel 8.x CME, Oracle 11g, BIP, Windows 2008, Solaris 11 As End to end Siebel solution architect worked extensively on Oracle Practice for RODOD (CRM /OSM / BRM and AIA Worked handed in hand with Infrastructure team in sizing environment and installation of various servers. Managing the downstream teams Siebel on the Design and development activities Lead Team on Workflow, Business Services specific to Siebel CME application and Asset Based Ordering (ABO) Extensively worked on Order Management and Worked in Product management. Created Custom Workflows and Custom Business Services. Involved in Customizing the Data Layer, Business Layer and UI layer by Extending Tables, Creating BO, BC and Applets. Minimized the Customization level by implementing different User Properties and other OOTB Functionalities. Working on Web Service Integration between Siebel CRM and Oracle OSB to Sync the Account and Contacts data with different Product Systems. Preparation of Technical Design Documents. Interacting with client team on various technical and functional aspects, and helping in smooth execution of the testing phase. Prepared of Technical Design Document LLD, HLD And BPD Designs Created Integration Workflows for Inbound Transactions. Company Xerox Business Service/ACS Inc. Dec 2008-Dec 2013 Role Soution Architect/Software Development Manager/Delivery Manager Xerox’s Transport Solutions (TS) group partners with state and local governments and various transportation entities across the world to provide intelligent transportation solutions that keep people and cargo moving faster, safer, and more efficiently. A global leader in electronic toll collection(ETC); ACS handle 90% of electronic toll transactions in US and operate electronic toll system in multiple state under many brand i.e. E-ZPass, SunPass, FastTrack etc. Xerox (ACS) has developed state of art toll collection system using best of bread products from world over. The core of Toll system is Vector Product; which is developed using Siebel. Vector provides 360º view of customer via multiple channel web and IVR. It is designed to handle the processing of lane transactions (ETC and video), provide customer service capability, handle financial transactions, perform reconciliation and revenue management, and produce system-wide reporting. Handled strong 17 team members from offshore, who are working on various modules of Vector Product. Xerox (ACS) electronic toll collection systems are some of the world’s biggest Toll Collection system managing more than $5 Billion financial transactions annually across multiple agencies. Development Project: Project Name TouchnGo CBO Jan 2013-Dec 2013 Client TouchnGo Malaysia Role Siebel Development Manager Environment Siebel 8.1.1.10, C/C++, Java, Crystal Reports, Oracle 11g, Syntellect CIM, Avaya 83xx and Avaya AES, Linux 6.x and VMWare ESX Touch 'n Go Sdn Bhd (TNGSB) provide a mode of payment via a prepaid e-payment card called the Touch ‘n Go card to Malaysian Expressway Toll, Bus and Metro operators. The Touch ‘n Go card provides users with a means to perform cashless low value transactions which is simple and convenient. Touch ‘n Go is now the one and only Electronic Toll Collection (ETC) operator for all highways in Peninsular Malaysia. It is also being accepted as the Common Ticketing System (CTS) for major public transports in Klang Valley. CBO TouchnGO project is the Commercial Back Office system. This project is also a central clearing house where the system manages the transactions and settles against different stakeholders. Solutioning of subsystems to achieve online and offline integration Preparing and reviewing of the requirement documents and technical design document Solutioning of Loyalty and order management subsystem to reward and retain customers Requirement analysis, effort estimation and delivery management Solution design to integration Siebel with Syntellect CIM Telephony using Siebel Desktop Integration. Daily status reporting and monitoring of project progress with Client Project Manager Overall project management from offshore for on time delivery of various modules Resource management from offshore to insure timely delivery and right resource allocation Project Name Siebel 8.1.1.7 SEA Upgrade to Siebel 8.1.1.14 SIA June 2013 Role Siebel Solution Architect Environment Siebel 8.1.1.7 and Siebel 8.1.1.14, Oracle 11g, BIP, Avaya AIC 7.3, Avaya Experience Portal 6.x, Avaya 83xx, Avaya AES, Linux 6.x, Windows 2008, Redhat Linux 6.x and VMWare ESX Requirement analysis, gap analysis and effort estimation Leading Siebel development and Siebel SIA upgrade to take advantages of Siebel open UI. Good knowledge on Server Installation Which Includes (Siebel Enterprise Installation, Siebel Gateway Server Installation, Siebel Server Installation, SWSE Installation). Performed Pre-Upgrade Tasks, Prepared/Tuned for Upgrade, UpgRep, Repository Merge, UpgPhys, and Post Upgrade Tasks. Working on JS, CSS, XML, Web Template files to implement usability features. Overall Project Planning, Resource Planning, Work Allocation and tracking to closure. Projects Development, Maintenance and Enhancement Projects Projects Name FortBend, NH E-ZPass, LA Metro, NJ E-ZPass, NC QuickPass, E-ZPass NY, MTA AET, MD E-ZPass Dec 2008-June 2013 Client New Jersey E-ZPass, North Carolina Transport Authority, E-ZPass New York, LA Metro, E-ZPass Maryland and New Hampshire Transportation Authority Role Software Development Manager and Solution Architect Environment Avaya IC 7.3.x, 7.2.x, 7.1.x, Avaya Experience Portal 6.x, Avaya Voice Portal 5.x, 4.x, Tomcat Web Server, Avaya S8700/S8800 Switch, AURA AES 5.x, Avaya Aura Communication Manager 5.x and 6.x, Siebel Call Center 8.1.x / 7.8.2.3, C/C++, Crystal Reports, Oracle 11g, Nuance Speech Server 5.x , Nuance Vocalizer 5.x, Nuance Recognizer 9.x, VMWare ESX, Aura Orchestration Designer 6.0 and Avaya DD 5.x and 4.x Development and support of FortBend, NJ, NH, LA Metro, NC, NY and MD implementation on day to day basis. As offshore development manager he was responsible for: Actively involved in processes setup project execution, Release management, configuration management and incident management. Fit gap analysis of Vector Product to meet Telephony requirements Requirement gathering with business users Requirement understanding and design documentation IVR design, development and effort estimation IVR Call Tree Preparation and requirement gathering Complex Siebel business Service and Web Service Design and implementation. Highly customized IVR application development using Avaya Orchestration Designer PCI compliant code development in Avaya Orchestration Designer. Resource allocation and resource Management to meet strict deadlines Coordination between onsite teams to define the project scope and deliverables Architecting Siebel Call Center based on Voice Portal and Experience Portal Installation and configuration of Avaya Experience/Voice Portal on virtualized platform Disaster recovery of the Vector4.0, IVR systems and CTI systems after Sandy Hurricane CR Estimation and timely delivery of the CR. Data migration (Account, Contact, vehicle, Devices etc) Implementation of PCI compliance on IVR and Siebel server to ensure that customer information is not compromised. Handles more than 75 thousand IVR/CTI interactions daily across seven systems and handles more than millions of transactions daily Migrated more than 10 million accounts and billions of financial and historical data migration from Legacy system (Vector 2) Development and support on quarterly major releases and rolling annual full product releases Interaction with Operation and Call Center Managers on future Enhancements Enhancement and bug fixes using Siebel tools and Avaya Orchestration and Dialog Designer Resource Management, Delivery Management, Issue and defect management and tracking Coordination between team during deployment to ensure smooth, timely, error-free development and deployment activities. Active involvement in Release Management related activities. Mentoring 2nd line Support team; helping them in getting familiarized with deployment activities. Involved in business rules and validations Training and Mentoring L3 &L2 team and Training Co-ordination and Mentoring of Junior, shadow resources and Operation Team Reporting and Quality Assurance Configuration and customization of complex screen pop based on customerinput Installation, configuration of Avaya Voice Portal on virtualized platform Project Name Vector 4.0 Siebel 8 Upgrade Project Jan 2011-Oct 2011 Role SME Environment Windows XP, Avaya IC 7.2, Avaya Voice Portal 5.0, Tomcat Web Server, Avaya S8800 Switch, AURA AES, Siebel Call Center 7.8.2.12 and 8.1.1.7, Oracle 11g, Oracle BI Publisher Project Summary: Vector -Siebel 8.0 Upgrade, AIC and Voice Portal Upgrade This product is implemented in the different states of the country and ACS is planning to implement this product in New York with the new Siebel version 8.0, the existing product is upgraded from current Siebel 7.8 to Siebel 8.0 Role & Responsibility: SME Fit Gap analysis during upgrade process for Siebel , AIC and Voice Portal and Post upgrade root cause analysis Involved in defining detailed Siebel 7.8.2.12 to Siebel 8.1.1.7 Upgrade roadmap. Handled Siebel team during Pre-Upgrade Tasks, Prepared/Tuned for Production Upgrade, UpgRep, Repository Merge, UpgPhys, and Post Upgrade Tasks. AIC (7.1.4 to 7.2.3) and Voice Portal (4.1 to 5.1.1 and 6.x) Upgrade AIC and Voice Portal Integration and testing with migrated systems Co-ordination between business partner and product vendors during upgrade Commissioned AIC and Voice Portal system upgraded system Avaya Voice Portal and AIC upgrade, integration and testing Resource mobilization and management from offshore during Product validation and testing. Managed Voice Portal upgrade with Avaya and authorized business partners from initiation to completion. Project Name LATAP O&M Dec 2008 – Dec 2013 Client LA Transit Pass Role Software Development Manager Environment Windows XP, Siebel Call Center 7.8.2.3, Actuate Reports and Oracle 10g LATAP implementation support customer service functions via a customer service center, the Web, and over the phone, for the Los Angeles County MTA. The system support s all customer service functions of the system including card ordering and distribution, customer card management, and financial settlement for participating transit agencies. Daily status reporting and monitoring of project progress Resource allocation and resource Management for timely delivery from offshore. Resource Management and Delivery Management and Issue and defect management and tracking Training Co-ordination and Mentoring of Junior and shadow resources Coordination between team during deployment to ensure smooth, timely, Error-free deployment activities. Active involvement in Release Management related activities. Company Hexaware Technologies Aug 2006-Nov 2008 Roles/Responsibilities Solution Architect /Practice Lead/Project Manager As Siebel Practice Lead and offshore Project Manager my responsibilities were: Involved in Project Planning and Road Map for Oracle Practice in Hexaware Played key role in setting up Oracle CRM practice and increased practice strength from 9 resource to 100 plus Initiated Partnership with other CRM vendors like SalesForce, RightNow and SugarCRM and Worked on multiple RFP and RFI Involved in the Governing model and resource alignment for minor releases Successfully inducted two Trainee Engineer groups within Siebel Practice Demonstrated Siebel Practice capabilities to various prospective clients within Hexaware Lead the delivery of multiple Siebel projects and Application Support Engagements in offshore delivery models Managed customer relationship from a delivery perspective, to identify and bid for new opportunities, to ensure delivery of services based on service levels and to manage related project financials. Participated in delivery of projects and services within the given scope, time, cost and quality. Participated in enhance delivery processes in the areas of Application Management Support and offshore implementation projects. Participated in sales drive, new solution / service offerings and facilitated sales enablement for new customer acquisitions- Implementation / Upgrade / Application support engagement management experience with multiple versions of Siebel Applications, Service Level Achievements- Customer Satisfaction. Delivered multiple of projects and services within the given scope, time, cost and quality. Participated in modelling, and enhanced delivery processes in the areas of Application Management Support and offshore implementation projects. Project Name Vector 4.0 implementation for NY and MD Agency Jan2007-Nov 2008 Client ACS INC, USA Company Hexaware Technoliges, MIDC, Mahape, Navi Mumbai Environment Windows XP, Avaya IC 7.1, Avaya Voice Portal 4.0, Tomcat Web Server, Avaya S8700 Switch, Siebel Call Center 7.8.2.3, Oracle 10g As Offshore Project Manager/Solution Architect, his responsibilities are: Daily status reporting and monitoring of project progress with Client Project Manager Overall project management from offshore for on time delivery of various modules Co-ordination between Client and offshore team for day to day delivery Resource management from offshore to insure timely delivery and right resource allocation Resource Management for optimal utilization Architecting Siebel Call Center based on Avaya IC CTI technology Architecting of Siebel WebService Integration for Siebel IVR Integration for MD and NY Implementation Development of Siebel Web Service (SOA) for MD and NY implementation having more than 25 complex functions. Deployment of Siebel Voice Portal app in multiple environments using WSDL and XML Day to day communication with client for finalizing Design Documents and module delivery Fit gap analysis and pilot setup for end operations and business users Customization of Siebel CTI toolbar to meet customer requirements Implementation of Multiple Screen-pop and Screen Transfers (40+) based on user information. Optimization of call center to handle increased call volume without affecting screen pop response time Review and finalization of Functional and Technical Design Documentation Assisting team in resolving issues pertaining of design and development of various business process Management of large Siebel team(60+) from offshore Project Name SAN ANTONIO Call Center Client ACS INC Company Hexaware Technologies, MIDC, Mahape, Navi Mumbai, Role Project Lead/Solution Architect (Onsite/Offshore) Duration August 2006-Jan2007 Environment Windows XP, Avaya CCE 4.x, Avaya Definity Switch, Siebel Call Center 7.8.2.3, Oracle 10g The ACS Call Centre Application is a Siebel Call Centre Package meant to address the needs of various states needy card holders across the United States of America. The application was integrated with the EPPIC Database through Web Services and to the Call centre through Avaya CCE server. Real time calls coming in through the IVR were routed to Siebel for screen pop. As Project Manager/Solution Architect, his responsibilities were: Architecting Siebel Call Center Avaya CCE CTI and Siebel Web Service Integration (SOA) for Siebel and EPPIC system Fit Gap Analysis on Legacy Vector System, meeting with all the stake holders to understand requirements Analysis, design and development documentation for various Siebel integration touch points Customization of Siebel using Siebel tool based on inbound Web Services (WSDL from EPPIC system) Development of custom adapter for capturing customer information for screen POP Customized Siebel dashboard to display real estate information of customer data from IVR using Web Services. Project Name Siebel CTI production Readiness Client/Company T-Mobile, USA/ Polaris Software Labs Role Siebel CTI Consultant Duration April 2006-May 2006 Environment Windows XP, Cisco IPCC, Avaya Definity Switch, Siebel eComm 7.7, Oracle 9.2.0.2 T-Mobile is rapidly expanding its operations across the United States and enhancing customer support and value added services with the help of contact centers in various US cities. To meet customers demand T-Mobile has decide to upgrade their Customer Support centers with Unified Siebel Call Center. As CTI Business Consultant, his responsibilities were: Siebel Cisco IPCC configuration and setup for free seating and fixed seating for agent and Implementation of multiple screen-pop based on user information and optimization of call center to handle increased call volume without affecting screen pop response time and population and customization of Dash Board from Communication event. Project Name CTI Systems Gap Analysis and Solution Design Client/Company Commerce Bank/ Polaris Software Labs Role Business Analyst Duration March 2006-April 2006 Environment Windows XP, KirchMan Bancway, Nortel Meridian/Symposium, Intel Netmerge, Oracle 9.2.0.2, and Edify IVR Commerce Bank is rapidly expanding its operations across the United States; J.D Powers announced recently that Commerce Bankcorp ranks highest in New York in satisfying Banking Customers. To meet customers demand Commerce Bank have decide to upgrade their Customer Support. As CTI Business Consultant, his responsibilities are: Gap Analysis of Commerce Bank existing Call center based in meeting with various Stake Holders such as Call Center Director, Managers, Supervisors and IT director, Manager and Management team. Business Requirement and Functional Requirements documents and proposed best solution to fit the customer requirements based on gap analysis Project Name Cadence Contract Management System and Symphony Migration and Upgrade Client/Company Cadence Design / Polaris Software Labs Role Project Lead/Siebel CTI Consultant Duration Feb 2005 To March 2006 Environment Oracle 8i & 9i, Siebel 6.3 & 7.7.2 Client and Tool, Nortel Meridian Switch, IVR, Symposium Contact Server and Nortel AMC CTI Adapter This engagement is with Cadence Design Systems, Inc. world’s largest player in EDA market and related Services. To provide customers with strong technical and related services Support, Cadence maintains multi-site Call Centers, which are based on Siebel 6.3 and 7.7 Call Center, Nortel Call Center technologies and Custom CTI Adapter. As Siebel and CTI consultant, his roles and responsibilities are: Designing and configuring User Interface Objects to meet the Business Specifications, which include Screens, Views, and Applets. Configuring static, dynamic, hierarchical pick lists, pick applets, MVG applets Implemented static drilldown and Dynamic Drilldowns and validation and Implementation of business logic using browser and server side scripting and Validation of Business logic using eScript. Study of existing Siebel 6.3 Implementation and Gap Analysis of various components involved in the implementation for Siebel 7.7.2 CTI upgrade project. Design of custom CTI adapter for Nortel Symposium integration and configuration of applets view and scripting to achieve business requirement and development of multiple screen pops. Experience Organization Designation Duration Xerox Inc. (ACS Inc.) Software Development Manager Dec 2008- Dec 2013 Hexaware Technologies Practice Lead / Senior Technical Architect /Project Manager Aug 2006-Nov 2008 Polaris Software Labs Consultant ( Technical Manager) Feb 2005 –July 2006 CapGemini Consulting Senior Consultant Jan 2004 –Feb 2005 Satyam Computer Services Ltd Systems Analyst April 2003-Jan 2004 IBM Global Services, Bangkok Siebel /Call Center Expert Sept 2002- Jan 2003 Innova Solutions, Santa Clara, USA Senior Software Engineer May 2000 – Mar 2002 Edge Consultants, Singapore Software Engineer Jan 2000 - May 2000 Celestix Networks, Singapore Software Engineer Sept 1999- Jan 2000 GNS Consultants, Melbourne Software Developer July 1998 - Mar 1999