Rajsekhar Mishra

• Drove pre-sales activities and solutions centered on Agentforce and Data Cloud.
• Developed proofs of concept with Agentforce, demonstrating implementation opportunities for sales and service agents.
• Created vision maps, solutions, to RFP's and RFI's for multiple customers focussed on Public sector cloud, Energy Utilities Cloud.
• Presented customized solutions powered by Agentforce to clients in education cloud sector.
• Secured RFP wins for King Living, Geely, and Visit Victoria.

• Client: SunWater (Queensland Govt.)
• CRM: Salesforce( Energy Utilities Cloud) Billing Solution (Gentrack)
• Facilitated requirement-gathering sessions, translating inputs into user stories and Level 4 process maps.
• Developed, unit tested, and deployed user stories using Copado in higher environments.
• Drove strategic discussions with SLT and C-suite executives regarding project scope and delivery strategies.
• Conducted solution design sessions and demos, articulating design concepts to Sunwater SMEs.
• Managed servicing and water accounting tracks, clarifying complex requirements against Salesforce capabilities.
• Converted over 20 business processes into Level 4 processes in Miro, securing necessary approvals.
• Collaborated with cross-team architects on comprehensive solution designs for integration within Salesforce and Gentrack.
• Led onsite UAT sessions for business users, ensuring successful completion of testing.

Project Achievements:

• I was the first person on the team to complete the Copado Fundamentals 1 and 2 certifications, and I helped all my teammates become certified within a month.
• Was nominated multiple times as the best team member for helping business SMEs create user stories and provide a healthy amount of user story backlog.
• Picking up hands-on development when needed during the sprint, and successfully deploying it, while ensuring the successful closure of all items picked.
• Was nominated for the best in-sprint demos, and for facilitating all F2F UAT sessions on the client side for the project term.

• Client: Nib (Health and Insurance).
• CRM: Salesforce (Health Cloud and Service Cloud) integrations with Amazon Connect.
• Designed and implemented features for Service Cloud streams at NIB.
• Collaborated with Product Owners to develop multi-channel service model.
• Executed end-to-end integration of Amazon Connect with Salesforce utilizing app flows and lambda functions.
• Configured case management, email templates, and omni-channel setup for NIB Health customers.
• Facilitated CI/CD process implementation using Visual Studio Code, GitHub, and Buildkite.
• Contributed design alternatives and best practices during design sessions.
• Managed discovery workshops and pre-sales activities, including RFP and SoW preparations.

Project Achievements:

• Received client appreciation from project managers and product managers for single-handedly developing and deploying end-to-end solutions for the service business sector as a single resource on the project.
• Reducing customer wait times by more than 25% by implementing Salesforce Voice and Amazon Connect, coupled with chat on the website.
• Reduced more than half of the time of workforce management team in the service sector assigning cases manually to automated using salesforce case management and einstein case wrap up.

• Client: Telstra (Telecom)
• CRM: Salesforce (Vlocity Communication Cloud Package)
• Documented current product modeling to facilitate addition of products for B2C business.
• Analyzed pricing application and reviewed existing documentation for PLM team.
• Collaborated with Vlocity team to assess implementation and data structures to prevent skewing.
• Reviewed change management processes, identifying expedited routes for deployment changes.
• Engaged with business stakeholders to clarify requirements and implementation views.
• Suggested automation strategies for faster deployments, including sandbox creation and test data loading.
• Evaluated SIT/UAT test reports from prior releases, recommending improvements for Vlocity components.
• Compiled best practices for dataraptors, omniscript, and integration procedures based on industry standards.

• Client: AMP (Finance and Banking).
• CRM: Salesforce (Financial Service Cloud Package)
• Collaborated with delivery team to accelerate sprints and enhance deliverable quality.
• Managed incident lists and resolved code and process issues to improve delivery.
• Executed end-to-end development and deployment of live chat for contact center.
• Developed seven visual force pages for Retail, Bank, TCS, CCS, Sales, and RIS teams.
• Integrated live chat functionality into AMP website in partnership with digital team.
• Generated reports on live chat adoption and usage for product and business owners.
• Assisted 'Review and Remediation' team with data fixes and process builder challenges.
• Contributed to automation initiative by implementing config loader module for release deployment.

Project Achievements:

• As part of the business improvement team, I was tasked with creating a Proof of Concept for a chatbot (Sparky). Received CX-level approvals for implementing changes to the website.

• Client: Optus (telecommunication).
• CRM: Salesforce (Vlocity Package with EPC and Contract Lifecycle Management)
• Developed test strategy for Vlocity CPQ implementation in B2C sector at Optus.
• Created comprehensive test strategy plan, allocating resources across project phases.
• Approved and supported team during system integration testing and user acceptance testing cycles.
• Managed bug tracking and reporting using Jira and HP ALM.
• Generated daily and weekly test reports to monitor project progress.
• Facilitated testing of various CPQ modules for diverse mobile plans and products.
• Conducted thorough testing of order and contract life cycle management segments in Vlocity CPQ.
• Collaborated with enterprise test managers to synchronize efforts across multiple testing modules.

• Client: Philips (Manufacturing and Health).
• Implemented Salesforce CPQ for Philips in manufacturing sector, enhancing sales processes.
• Managed complex product configurations with click-to-customize functionality and rapid quote generation.
• Enabled guided selling for sales team, automating quote generation and partner community integration.
• Increased profitability by leveraging pricing guidelines, automating approvals, and facilitating cross-selling opportunities.
• Configured guided selling features to assist representatives in selecting appropriate products/services.
• Collaborated with business units to model various deal scenarios for complex quotes.
• Reduced quote renewals through automated processes and simplified terms and conditions.
• Automated cross-functional approvals to ensure alignment with company policy.

• Client: Philips (Manufacturing and Health)
• Executed and managed deployments across various environments and Production.
• Approved deployment requests while overseeing release activities.
• Facilitated transitions from developer to SIT/UAT sandboxes during deployment processes.
• Delivered status reports and updates through client and service lead meetings.
• Resolved critical change requests and high-priority incidents within SLA, ensuring business continuity.
• Utilized Jenkins for deployment management while maintaining version control with Tortoise SVN.
• Oversaw support team activities, addressing incidents in Service Now, and generating governance reports.

• Client: Philips (Consumer Lifestyle)
• Developed Apex classes, test classes, and triggers for customer requirements on Sales and Service Cloud.
• Executed social media integration using Radian6 and Sprinklr to enhance multi-channel services.
• Configured CTI integration with AVAYA and ININ for contact center operations with partner collaboration.
• Created and reviewed FDA-compliant documents (IQ/OQ/PQ) throughout project lifecycle.
• Ensured adherence to FDA 21 CFR Part 820 and 21 CFR Part 11 guidelines for documentation.
• Facilitated improved consumer experience and contact center agent productivity in Salesforce.
• Contributed to FDA compliance and validation activities using Doc-ER system effectively.