Srikanth Sunkara
Epping
Summary
Over 16 years of professional experience in Software Design and Development application lifecycle with strong technical skills including 9 years of experience in the Salesforce Lightning Platform designing and implementing technical solutions as per business needs. Salesforce Technical Lead with proven ability to lead the development team including planing and executing Scrum-Sprints. Developing requirements along with business stakeholders and translating those into technical specifications proposing architecture options and delivering solution recommendations. Hands on experience in CI/CD DevOps tools. Proven experience as Production & Operations Support lead in Service Model Framework and Service Model Entities, Workflow tools, and Incident and Problem management with strong ITIL Service Operation Support skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Principal Salesforce Developer
NSW Department of Customer Service
03.2022 - Current
- SME for End-to-End solution delivery for phases 1,2 & 3 of project AMR (Automatic Mutual Recognition) using Vlocity omniscripts and Flexcards and Platform events
- Detailed understanding of the Salesforce ecosystem with a focus on the architecture of solutions using the different Salesforce technologies
- Lead technical requirements and design gathering sessions and write technical requirements and design documents in confluence
- Effectively prepared Configuration Workbook and designed the Data Model (Vlocity PSS objects) and detailed Functional Design
- Led the design and implementation of Salesforce solutions in the AMR project
- Provided technical leadership to project teams by developing requirements with business stakeholders and translating those into technical specifications that can be implemented in Salesforce
- Developed a deep understanding of the client's business processes and data models to ensure proper fit within existing systems as well as future scalability
- Participated closely in discovery workshops with business along with delivery lead to understand business goals and challenges and technical environments
- Ran the technical design and implementation for every 2 weeks Sprint and incorporated the business feedback
- Designed and implemented the omniscript form using Integration Procedures, and DataRaptors for the AMR notification platform in Salesforce
- Designed and implemented the MFA during notification submission using Platform Cache and provided a technical solution to documents Antivirus scan with the combination of platform events solution and WithSecure, and Amazon S3 bucket to store the documents outside of Salesforce as per regulatory requirements
- Implemented the Integration pattern between the Salesforce platform and external system verify.NSW APIs through middleware Mule App
- Designed and Implemented the Custom Auth provider solution in Salesforce with Integration with Service NSW federated log-on with L2 POI
- Designed and Customized the Notification Dashboard in the Experience portal.
Salesforce Principal Engineer
ASX
12.2021 - 02.2022
- Addressed the current CI/CD issues and redesigned the current process
- Led the Implementation and Deployment of CSAM (Customer Service Account Management) project from Salesforce
- Implementation of Advisor rating from an external system to visualize them in conjunction with other attributes in Tableau CRM to push a group of advisors to the Marketing Cloud.
Salesforce Technical Lead
Transport for NSW
04.2019 - 11.2021
- Designing, Solutioning, and Building new lighting components
- Ownership of BAU monthly deployments to production
- Led multiple project implementations for P2P and Active Transport from Vendors such as Sauce, Maverick, Capgemini, and Salesforce, regularly involved in engaging with business as well as internal and external stakeholders and assisting vendors with the design standards and also existing solution design
- Also responsible for QA, UAT testing sign-off, and production deployments
- Collaborated closely with other members of the team (business analysts, developers, stakeholders, and project managers) throughout the entire lifecycle from scoping through delivery to ensure successful project outcomes
- Set up the CI/CD model using Azure Dev ops and Azure pipelines and review of code before approving the pull requests
- Experienced in dealing with functionalities related to experience(community) cloud, delivering an improved Customer experience in P2P project automating the business processes and managing integrations to other business systems like Revenue NSW, RMS, and Westpac
- Customized the P2P experience portal such as Industry and Taxi licenses through the development of Lightning components
- Reviewed the salesforce release notes and ensured P2p systems were up to date without any impacts
- Provided technical advice on Salesforce functionality to business stakeholders and other Integration teams
- Designed and implemented the technical solution of the Tender project
- Assisted the new team members in the knowledge transition of the P2p Application and also helped in writing the test scripts for the QA team and making sure requirements were properly documented in JIRA
- Driven the meetings with External stakeholders for release enhancements across multiple systems
- Designed and implemented the cleanup kit functionality in the experience cloud portal during COVID-19 times
- Led the Technical debt project converting UI tags to Lightning components
- Led Phase 1 of the Active Transport program managing grants to NSW councils for walking and cycling infrastructure
- Online Form submission is done in Vlocity tool such as Flex cards, and Omniscript form.
Senior Salesforce Developer
ICare NSW
11.2018 - 03.2019
- Implemented Enhancement requests to the existing 2.1 b program following standards of Enterprise Design Patterns in Apex
- Managed 10-plus sandbox environments and managed 1000-plus users in production
- Debugged the prod issues and identified the root cause
- Transitioned group of business users to move to Lightning Experience
- Created modern Enterprise Lightning Apps combining Lightning Design System, Lightning App Builder, and Lightning Component features
- Minimized code in JavaScript Controllers by adding reusable functions in the Helper Component
- Supported prod cut-over activities during the release deployments.
Salesforce Developer/Salesforce Consultant
BizCover
04.2017 - 10.2018
- Involved in requirements gathering, business requirements documents, and functional requirement documents
- Tools used are JIRA and Atlassian to track the user stories in Sprints
- Experience in troubleshooting the production integration issues on the policy flow from Bizcover to Salesforce (SF)
- Hands-on experience in Service Cloud console
- Developed Apex classes and VF pages to display data for different objects and different layouts in the service console window
- Hands-on experience in Pure Cloud software, and computer telephony integration with Salesforce
- Hands-on experience in REST API's Salesforce, integrating the data from the .NET platform to Salesforce using Jitterbit as middleware
- Also Implemented Feefo integration to Salesforce through webhooks
- Hands-on experience in integrating external leads from the makeitcheaper platform to Salesforce
- Developed Test classes for Apex class and ensured code coverage was more than 90%
- Developed the customized code for email services (Inbound handler) to receive emails from customers and attach them to an email-related list
- Developed Batch Apex logic for the Failed Payments module to send emails to customers dynamically based on the different divisions and timelines triggered by upstream systems
- Hands-on experience in migrating different metadata components and data from scratch from full sandbox org to prod/part copy org using ANT-based Deployment
- Customized the code for the SMS Magic tool to send the SMS dynamically to the customer using SMS magic API Calls
- Implemented functionality of Omni Channel for routing cases to support agents in combination with Case Assignment rules
- Done various customization to the existing apex code as per the business requirements and supported the maintenance of daily prod issues
- Hands-on experience in Data dedupe tools like Data Cleanser and Duplicate check-in merging the records on different business scenarios
- Completely automated the renewals process to include a time-based system comprising SMS, Email, and Calls for complete journey management
- Designed and Implemented the NPS-driven feedback process coming from different systems all into Salesforce
- SMS, Livechat, Emails, Feefo, Product Review
- Live reporting and review process setup
- Customised the SurveyForce app to design the survey templates and developed Scheduled Apex to send the survey to customers
- Fully automated the sync between calls in PC and cases in Salesforce
- Now by simply wrapping up calls, you get direct case updates which remove thousands of manual actions a day
- Implemented the Client responded View- Created an Inbox experience within Salesforce to allow agents to quickly see their received emails on cases they own
- Implemented Quality Assurance project in Salesforce -End-to-end QA process created from call evaluations to corrective actions, training, and tasks assigned
- Management view for managers to see calls to review, completed reviews, etc
- Automation of LRC Cases to manage complaints, risks, breaches, and conflicts of interest in one system
- Complete overhaul of task allocation model
- Live Chat Implementation in Salesforce customized according to a business model, Moved LiveChat from an external platform to Salesforce
- Incorporated with other CRM data for a full view of the customer
- Designed and Implemented Entitlements and Milestones in Salesforce - Customised the SLA monitoring system to keep track of all case activities and SLA measures
- Process tracks cases against their SLAs and can move them to urgent queues when needed or alert agents of issues
- Implemented Lead Management System - Built an end-to-end lead management system incorporating priority scoring, reattempts staging, queue assignment, ownership process, callback handling, and reminders to owners
- Claims and Contact Integration between Bizcover and Salesforce
- Process for syncing data between the two systems so we always have accurate and up-to-date data on customers and created an outbound message sending data to Bizcover using JitterBit and REST API to receive the claim status- syncing claims cases between Salesforce and BC so no claim gets left behind and each system is alerted to current claims status
- Designed and Implemented a referrals system that manages all referrals and the external broker relationship process
- Implementation of Expired Callback and acting user logic in Salesforce through Scheduled classes - Created an expired callback system to track and reassign callbacks that are not attended to and designed a system to track and apply acting users to cases
- This was the forefront of the ownership model in place
- Transitions the call center from Outlook to entirely Salesforce-based emailing to external customers
- Transitioned the US org to the UNO platform to mirror the enhancements made in AUS
- Developed a tool for Archived/Restore emails as data storage of the org exceeded the limit
- Developed a custom email service replacing standard email-to-case functionality to avoid duplicate case creation.
Salesforce Technical Consultant
Accenture India
07.2016 - 02.2017
- Collected requirements gathering and prepared business requirements document and functional requirement document
- Performed Data Migration for various objects in Salesforce by using Data Loader
- Developed Triggers, Apex Classes, and Visual force pages according to business requirements
- Worked on the Batch Apex and Schedule Apex classes for batch job processing requirements
- Developed unit test class for Apex class and worked towards improving code coverage
- Deployed the code from Sandbox org to Production org with Change Sets
- Updated the rally tool with the latest status of the requirements
- Provided the demo to the client for all the requirements for every sprint
- Responsible for handling client calls and providing status updates on the daily work.
Level2 and Operations Lead
Accenture Australia
12.2015 - 07.2016
- Identify the recurring issues in production and coordinate with the problem management team to create the Problem record for root cause investigation and to have a permanent fix
- Done the DART analysis and provided the DART discrepancy report metrics regarding Medicare and clinical documents monthly implemented the data fixes, and also streamlined the process template for the DART report
- Documented the Data Fix approach docs for DART fixes and was also responsible for other Level2 production data fixes and implemented the data fixes once approved by Health
- Assisted the junior resources in the functional, domain, and technical knowledge transition required to deliver the deliverables
- Team and Delivery Management at Onshore (4)
- Coordinated release management meetings to ensure all the change requests were tested and delivered
- Raise any issues and risks in the release management meetings
- Identify operational gaps and recommend continuous improvements to the existing systems
- Logged change requests for production and ensured project artifacts were released into production following the change management process.
Operation Support Systems (OSS) Lead
Accenture Australia
09.2013 - 11.2015
- Client interfacing role assists with the queries or initiatives that come our way keeps updating business stakeholders on the progress and helps provide workaround processes if/as required
- Worked in a hybrid model at Optus where Agile development activities are carried out and testing stages to prod are implemented in Waterfall
- Responsible for Impact analysis review, updating MPP plan consistently, and forecasting the man-day effort monthly
- Interacting with the contract Management team on the purchase order, and contract rates leading to invoice generation
- Responsible for reviewing the Security scan report and making further changes if required, to be compatible with Optus Standards for vulnerable testing conducted by third-party tools
- Responsible for Code quality coverage using a Sonar cube to ensure the build is generated
- Managed the test support of resources across test environments updating business sponsors and getting approvals by raising a change request if additional support is required
- Managed Allocation of resources across development, unit testing & bug fixing
- Managed resources effort regarding Application knowledge transition to new Project Helix at Optus
- Supported several positive reporting modifications in the SAS report code that have delivered value to SMB, Wholesale, and Optus business divisions
- Played the lead role in driving the application KT during the transition and Documented the KT Type 2-3 questionnaire, SUD, and KT Sign-off checklist for Applications
- Worked with the IT department as well as business users to determine root causes and resolutions to application support issues that arise in the production environment
- Worked on the Design and AFS documents and also enhancements for Boris upgrade project developed
- NET
- Written the test cases and tested the scenarios for BORIS GUI System testing and provided the Test Summary report in DEV and UAT environment
- Weekly Running through the reports of Application incidents trends to portfolio managers
- Stakeholder management regarding service practices, processes, and procedures
- Reviewed the CR changes and Implemented changes as per Change and Service Management Processes using tools such as CRIMS and SARS
- Providing status updates on existing CRS and project-related metrics to senior management.
Salesforce Developer/ Prod Support Application Lead
Accenture Services Private Limited
08.2008 - 08.2013
- Analyzing the production issues of Salesforce and bringing them to closure
- Customized Salesforce.com standard objects like Campaigns, Leads, Accounts, Contacts, Opportunities, Products, and Price books
- Created Roles, Profiles, Email templates, Page Layouts, Workflow, Workflow Actions, and Approval Processes
- Developed Triggers, Apex Classes, and Visual force pages according to business requirements
- Developed Custom Objects, Fields, and Relationships between objects, custom tabs, and validation rules
- Led the effort of data cleanup including removing duplicate accounts and leads from Salesforce
- Com implemented triggers to prevent duplication
- Created validation rules for standard and custom objects
- Worked with Data loader to load the data from and into Salesforce.com Presented weekly decks to the onshore client team on the status of the incidents/requests trend and continuous improvements related to it
- Worked on Enhancements and Production support of the project Created various types of Reports (Tabular, Summary, Matrix) in Salesforce.com Supporting Order Entry and Order Management applications, which cover the core capabilities of Order Automation, Voice Order Management, and Provisioning
- Developed Escalation Dashboard tool for Client Level 3 Communications using .NET Technology
- The dashboard provides the user community visibility to the escalated requests, status, and the order in which the fix agents are working the requests in the expedited queue reducing the dependence on an escalation coordinator to ensure communications
- Played the role of Critical Incident Manager (CIM) on the outage bridge calls for Voice Applications and engaging environment, Infrastructure, and DBA teams to fix critical production issues as they arise
- Contributed towards Voice Apps GCR validations and ensured that business communication was sent out to the customers
- Contributed to the RFP process for Support engagement by providing estimates on the resources, skill set capability, SLA, OLA, Tools, and licenses.
.NET Developer
Tecra Systems Private Limited
03.2007 - 07.2008
- Analyzing detailed design documents
- DB Script code reviews and execution of scripts
- Design and develop components if required
- Coordinate with the team and help them out in resolving issues
- Preparing Process Documents
- Provide daily status to the Team Lead
- Involved in the preparation of the Detail Design Document
- Involved in the design and development of the business logic
- Involved in Database design Involved in Coding and Code Reviews
- Involved in Unit Test case review
- Provided functional/code transition to the client.
Education
Bachelor of Technology - Electronics And Communications Engineering
Jawaharlal Nehru Technological University
Hyderabad05.2005
Skills
- Lightning Web Components
- Apex Programming, SOQL
- Salesforce Integration (APIS) and Oauth Flows
- Vlocity Industries: Omniscript,FlexCards,DataRaptors and Integration procedures
- Salesforce Security
- CI/CD tools : Git,Azure DevOps,Bit bucket & VS code
- Platform Events
- Conga
- TOGAF
- ASPNET and C# NET
- JavaScript, HTML, CSS
- Excellent client interaction and support skills
- Passionate about providing excellent customer service and managing collaborative Communication processes
- Versatile, possessing a high level of technical and analytical skills can multitask performing well under pressure independently and in teams
- Effective communication, negotiation, and problem-solving skills enable me to implement business solutions speedily
- Ability to build strong relationships with people at all levels
Certification
- Salesforce Certified Platform Developer II
- Salesforce Certified Platform Developer I
- Salesforce Certified Sharing and Visibility Designer
- Salesforce Certified Data Architecture and Management Designer
- Salesforce Certified Application Architect
- Salesforce Certified Integration Architect
- Salesforce Certified Platform App Builder
- Salesforce Certified Administrator
- Salesforce Certified Omnistudio Developer
- Conga Composer Certification
- ITIL (Information Technology Infrastructure Library) Certified
- SAFe Agilist Certified
- TOGAF Certified
Timeline
Principal Salesforce Developer
NSW Department of Customer Service
03.2022 - Current
Salesforce Principal Engineer
ASX
12.2021 - 02.2022
Salesforce Technical Lead
Transport for NSW
04.2019 - 11.2021
Senior Salesforce Developer
ICare NSW
11.2018 - 03.2019
Salesforce Developer/Salesforce Consultant
BizCover
04.2017 - 10.2018
Salesforce Technical Consultant
Accenture India
07.2016 - 02.2017
Level2 and Operations Lead
Accenture Australia
12.2015 - 07.2016
Operation Support Systems (OSS) Lead
Accenture Australia
09.2013 - 11.2015
Salesforce Developer/ Prod Support Application Lead
Accenture Services Private Limited
08.2008 - 08.2013
.NET Developer
Tecra Systems Private Limited
03.2007 - 07.2008
Bachelor of Technology - Electronics And Communications Engineering
Jawaharlal Nehru Technological University
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