• Interface between internal IT project teams and implementation partners as well as Salesforce for the resolution of Integrations issues.
• Code reviews of Salesforce integrations; driving the implementation of end to end fixes to Salesforce Sales Cloud and its interfaces with backend systems as well as marketing management systems. Environments context: SAP PO, SAP Hybris, Advantco SFDC connector, Adobe Campaign, SOAP and REST based real-time interfaces.
• Assessment of the Salesforce DevOps and environments strategy; definition of improvements based on best practice industry standards. Jira, Bitbucket and Jenkins supporting tools.
• Contribution to the design of a new Salesforce sandbox landscape template to support multi-national application development and deployments across the release cycles.

Rolle: Solutions architect and integrations specialist, Salesforce Sales and Marketing Cloud

• Techno-functional solution architect and Salesforce environments lead on a multi-national Financial Services Cloud customization and deployment project (Apex, Lightning Experience and Analytics Development, Sales/Service/Marketing Cloud, Agile/Scrum driven).
• As a member of the Agile/Scrum driven development team, I contributed to the end-to-end implementation, DevOps and rollout of several FSC based applications supporting wealth management operations; technical design and development, application package installations, configurations, customization as well as Salesforce code release deployment.
• As a designated contact to Salesforce Support services, on behalf of the Salesforce technical and functional teams, I was in charge of Salesforce technical as well as functional issue management across the regions – related to Apex, Lightning, Javascript / HTML and Einstein Analytics Dashboards code.
• Leading role on Salesforce systems configuration, administration and security, across regional Production environments and their corresponding development / test Sandboxes.
• Configuration and operation of Devops automated CI/CD deployment environments (Teamcity, Bitbucket, and Jira).
• Contributed to a Proof of Concept on integration with Salesforce Community Cloud.

• Solution design and development a Salesforce based mobile order management app integrated with the SAP Backend.
• Participated to the development a related Community Cloud app.
• Working with an off-shore development team and the client’s application management team, participated to the Code Reviews and Release management of a Force.com app implementing an industry-specific process.

• Techno-functional solution architect and development lead on a high profile Business rules driven application enhancing the customer experience across the interaction channels (Artificial Intelligence-like capability).
• Designed a solution providing Next Best Activity highlights and detailed up-to-the minute Customer profile (across the sales channels) during their interaction with the contact center.
• Leading end to end delivery from Requirements gathering to functional/technical Salesforce solution design, then supervising build by off-shore teams and rollout to regional Markets.
• Back-end systems integration (Loyalty platform and Enterprise Transactions repository) – using REST API’s.

• Requirements gathering, evaluation of processes and documentation of the SFDC solutions.
• Design and development of a Reservations / Order management application delivered in a Salesforce Lightning Experience environment (Configurations and Customisations
• Front-end portal integration to the Salesforce App using Canvas and REST API; Single Sign-on configuration.
• Development of Back-end systems integration using REST and SOAP API’s.

• Salesforce application management, IT Single point of contact with the Business stakeholders.
• Implementation of ongoing business requirements: Configuration change requests and Development of Apex code Fixes on the Salesforce application (Marketing, Sales and Service Cloud) and SOAP/REST based interfaces.
• Project management and Consultancy on CRM / Salesforce.com integration projects (e.g. SAP FI/CO and BW, Global Service Now and the wider corporate IS landscape).
• Implementation of scoping and optimization workshops, Consulting and Design for new SFDC Orgs to align with organisational changes at international level.
• Requirements gathering, evaluation of processes and documentation of the SFDC solutions.
• Design and development lead for Salesforce applications’ integration with the Good.com Mobile Device Management platform (Good Dynamics 1.8); SSO solutions through SAML integration with Active Directory/ADFS; DMARC/DKIM based email authentication.
• PoC on using Salesforce Lightning (Lightning Components, App builder development)

As a senior Salesforce CRM techno-functional architect, contributed to the target architecture definition and integration designs for the client’s BSS areas - across the communications channels.

• As-is CRM applications and systems landscape analysis (for customer acquisition and Billing).
• Definition of a Salesforce based CRM / BSS solutions blueprint, architectural designs and systems integrations in conjunction with the Online, Marketing, Sales, Order Management, Customer Service and Enterprise Data management teams.
• Pre-study for the migration of a Marketing support platform based on Eloqua (Oracle) to a Salesforce Marketing Cloud platform based on Exact Target, Pardot and Radian 6.
• Salesforce to Pega PRPC (BPM) integration PoC - design and implementation (Order management with SSO, SAML based authentication).
• CPQ integration PoC using the ‘Big Machines’ product (for Order Capture processes).
• Salesforce to QlikView integration PoC – enterprise reporting design and implementation (enterprise wide sales and pre-sales reporting, SSO and IS landscape integrations).

• As a member of the CRM interface development team, contributed to the design, Apex development and testing of Salesforce messaging interfaces to SAP/PI (PM, CS, MM) implementing Customer service, Warehouse goods and Logistics management processes.

Implementation of a CRM application and its SOA layer for a customer care portal supporting the Marketing & Sales organisation 

• Contributed to the Business analysis, specification and development of the Salesforce.com application and its integration as a front end with the SAP CRM 7.0 and ISU systems.
• Contributed to the specification of Service consumption and Service provisioning blueprints supporting the Salesforce.com application (detailed process, object and web-service designs).
• Contributed to the development and monitoring of the SOA and Salesforce.com implementation plans.
• Liaised with business and technical teams as well as third party suppliers.
• Managed application design, data model and usability issues against user requirements in co-operation with the end-user and Web front end design teams.
• Contributed to Apex, Java / Web services and Visualforce development as well as Testing.

I was in charge of the migration of the CTI part of a Siebel eFinancial Services application supporting the Marketing & Sales operations. (Siebel Financial Services - Avaya) 

• Coordinated the CTI migration planning and reviews in collaboration with the IT/IS, Telephony/Contact Center and Business stakeholder teams.
• Produced the Siebel CTI Migration Concept detailing the migration design, as well as its testing and cutover aspects – for the Siebel CTI application and infrastructure’s High Availability components.
• Executed the Proof of Concept activities for migration, including installation, configuration and troubleshooting of Avaya/Siebel CTI drivers (on 7.7 and 8.1), as well as Unit Integration Testing with the Avaya Call Center Technology team.
• Produced the Siebel CTI Migration and Cutover technical task list; documented the CTI functionality in the Siebel application’s internal Deployment and Operations manuals.

I configured, customized and tested user interface Change Requests for the new release of Siebel 8.1 (ePharma) 

• Clarified the process and functional requirements with the Business stakeholders.
• Implemented the associated Change Requests and conducted Acceptance testing with the Business stakeholders.
• Business Process areas: Marketing, Sales, Customer and Distribution Partner support.

I participated to the migration design of the Siebel Contact Center application from version 7.8 to 8.1 

• Investigated and specified the Call Center’s Siebel application and CTI migration roadmap, approach and testing scenarios.
• Provided support to the IT/IS teams, Business leaders and stakeholders on the definition of the new CRM processes based on functionality and tools provided by Siebel 8.1.
• Functional and Technical gap analysis, as well as detailed solutions designs for the CRM/CTI multichannel integration solutions and options (Call-Center, CTI, Web services).

• Reporting to the Group – Program Manager BSS/ OSS middleware, I contributed to the multi-national deployment of a Cloud based Service Level Management workflow and CRM systems integration project (Call Center, in-house Cloud based Trouble Ticketing Solution and Vodafone Enterprise Information Exchange as messaging middleware).
• Acted as single point of contact to the VF internal Customer, the Vendor, the Integration team and the country based teams for resolution of all operational and deployment issues.
• Managed multiple parties to deliver in time and scope agreed with the internal customer (Vodafone Global Enterprise business unit).
• Cloud based Java/J2EE, Siebel 8.1, SOA/ BPM and OSS/ J building environments.

Siebel 8.1 implementation for a mobile operator (Call Center, CTI integration with Cisco IPCC 7.0, Sales Force Automation, Order management) 

• Facilitated the user requirement gathering, Gap Analysis, Functional and Technical design efforts, including the Siebel, BSCS IX and Cisco CTI integration.
• Produced the detailed Strategies and Plans addressing Change management, Training, Testing, UAT and Deployment of the Siebel solution.
• Used TOGAF for business process, interface and data flow specifications.
• Conducted validation reviews of detailed Functional and Technical designs.
• Vendor management: liaised between Integrator and Client on CRM Design and Integrations Solutions alternatives.
• Actively worked with the IT/IS, Business leaders and stakeholders on CRM Business Process re-engineering for user adoption and deployment/operation of the new CRM processes and tools.

WebMethods based Order Management project (VoIP, ADSL and Mobile telephony) 

• I was in charge of the design, implementation and integration of a Webmethods based batch Order management system - aligned with the Online Order management and handling ADSL/Telephony and Mobile customer order batches coming from the Distribution Partners network of Tele2.
• Contributed to Webmethods OM Integration Testing against the SingleView Customer Care & Billing system, provisioning systems as well as Partner Telco and Logistics systems over Web Services / SOAP based interfaces.
• My role also included user requirements gathering and preparation of proposals in response to business process change requests: e.g. solution designs and associated resource/budget estimates to implement new OM functionality.
• WebMethods 6.5.2, Jakarta Struts, J2EE, Java/.Net, Oracle 9i building environments