Sanket Maindiratta

• Over 18 years, progressed from a CRM Developer to a Lead Solution Architect, responsible for designing and delivering enterprise-scale Salesforce solutions for major clients across Australia and Europe.
• Key Projects & Achievements:

Client: Stockland, Australia

• Role: Salesforce Solution Architect & Agentforce Specialist
• Objective: To modernise customer service operations by embedding AI capabilities within Salesforce Service Cloud to improve efficiency and agent effectiveness.
• Key Achievements:
• Identified and validated high-impact AI use cases for customer service automation, focusing on areas requiring complex discretionary decision-making.
• Evaluated multiple AI solution options, including Salesforce Agentforce and third-party platforms like n8n, to determine the optimal technical and commercial fit.
• Architected the end-to-end Salesforce AI solution, ensuring strict compliance with enterprise security and data privacy standards throughout the design and deployment lifecycle.
• Led the implementation and fine-tuning of Salesforce Einstein and Agentforce features, including Service Replies, Prompt Builder, and Co-Pilot agents, from development through to production deployment.
• Delivered a solution projected to automate 50-60% of service triage activities, reducing average turnaround time from 3-4 days to mere minutes.

Client: HCF, Australia

• Role: Technical Lead, Designer & Developer
• Objective: To enhance the contact centre experience by implementing a modern CTI solution (Genesys) integrated with Salesforce.
• Key Achievements:
• Led the end-to-end technical design and development of the Salesforce solution, creating a unified agent-facing application.
• Engineered seamless integrations with upstream digital channels and downstream policy management systems.
• The solution was instrumental in improving key contact centre metrics, including Average Handling Time, First Call Resolution, and Sales Conversion Rate.

Client: Virgin Australia

• Role: Lead Solution Architect & Designer
• Objective: To align the Salesforce platform with the newly launched 'Business Flyer' B2B loyalty program, including a complete branding refresh.
• Key Achievements:
• Spearheaded the solution redesign of the customer loyalty framework, leveraging modern Salesforce capabilities like Einstein Activity Capture and Lightning Templates.
• Orchestrated the deployment and go-live, achieving a flawless transition with zero downtime for end-users and customers.
• Enabled the business to launch new loyalty offerings with a clear view of costs and margins through robust integration with financial systems.

Client: Flight Centre Travel Group, Australia

• Role: Customer Experience & Roadmap Consultant
• Objective: To assess the existing application landscape and develop a strategic roadmap for a complete digital transformation of the consumer business line.
• Key Achievements:
• Delivered a holistic 'As-Is' analysis of the technology stack, identifying redundancies and opportunities for consolidation.
• Developed a future-state architecture and an agile transformation roadmap based on Salesforce, MuleSoft, and AWS.
• Created a compelling business case that projected a reduction in operational expenditure (Opex) of up to 40%.

Client: Airtel, India

• Role: Lead Architect & Consultant
• Objective: To digitise and transform the entire enterprise sales process, from lead generation to order fulfilment.
• Key Achievements:
• Designed and led the development of the end-to-end Salesforce & CloudSense (CPQ) solution for a high-volume telecommunications environment.
• Dramatically improved operational efficiency and customer satisfaction by reducing order fallouts by 80% and manual intervention by 90%.
• Accelerated the launch of new products and offerings, improving time-to-market by over 70%.

Additional Major Client Engagements

• Nordic & European Telecommunications (Telia, Elisa, DNA, Telenor, TDC, Belgacom): Provided strategic consulting and solution architecture for major CRM transformations, sales process redesigns, CPQ implementations, and customer care simplification projects.
• MEA Telecommunications (MTN, Vodacom): Acted as a CRM Transformation Consultant, leading business process re-engineering for core sales and customer care functions to modernise the customer experience journey.

Responsible for configuring Siebel CRM application as per requirements.