• Conceptualise scalable production solutions and promote Cloud platform infrastructure for large Hybrid Cloud engagements• Understand business challenges and architecture pain points the current mix of legacy, cloud-enabled and cloud-native systems.• Provide end-to-end technical guidance and creatively apply cloud infrastructure and platform services to resolve to solve business problems; and communicate these approaches to different business audiences across industries• Design and implement Cloud and DevOps solution architecture in discussions with prospective clients, assess architecture needs for projects, work with Development leads and Designers to scope and craft proposals, RFP and Pre-sales activities• Develop a playbook of design standards, patterns and reference implementations to support cloud-enabled and cloud-native solution delivery.• Work closely with Cloud Operations, Site Reliability and Systems Engineering teams on complex operational and implementation issues.• Analyse and identify applications for cloud assessment and fitment, mapping workloads across IaaS, PaaS and private clouds.• Provided architectural and practical guidance to software development to improve resiliency, efficiency, performance, and costs.• Capacity planning and management – create, use, maintain a capacity model for on-prem and AWS hosting, based on E2E user flow profiles

Worked as Tech Lead of five members team in System Architecture and backend Engineering. We were responsible for working closely with Project Management Team of customer to adopt cloud native services. Part of our job required designing/redesign/implementing new or existing solutions in on premises and off premises infrastructure. Worked closely with cross-functional teams to understand and address customer needs and react quickly to support and operations issues was one of our primary responsibilities.

• Expediting Change Management Cycle.• Oracle Service Cloud Upgrades.• Provided day to day support to agents in any technical or functional issue faced.• Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects.• Provided methodologies for object-oriented software development and efficient database design.• Recommended architectural improvements, design solutions, and integration solutions.• Architect-ed, designed and developed several new Interfaces required for the support.• Developed business critical interfaces.

• Oracle Service Cloud (RightNow CX) Capability Team Lead building capability and training Resources.• POC's Building and Client's Presentation Requirement Gathering, Designing Process, and Implementation• Established compatibility with third-party software products by developing a program for modification and integration• Co-ordinated with systems partners to finalize designs and confirm requirements.• Provided continued maintenance and development of bug fixes and patch sets for existing web applications.• Designed strategic plan for component development practices to support future projects.• Acted as techno savvy lead offering comprehensive experience in Client Software application functionality.

•Customization, portal design and upgrades in Oracle Service Cloud (RightNow CX).•Development of Chat and email features for the help desk operations using OSC that reduced the turnaround time and has helped reducing calls abandoned.•Designed and deployed customer portal pages and widgets using PHP and JavaScript.•Integration of RightNow CRM with different systems. Oracle Service Cloud (RightNow CX) Analyst•Monitor and gather metrics to validate and improve quality of support on a daily basis, i.e. average hold time, call duration, time to closure, first call resolution, customer satisfaction, etc.•Development of Customized Reports, Critical reports and dashboards. Oracle Service Cloud (RightNow CX) Administrator•Working with 3 primarily responsible for supporting the OSC solution, Knowledgebase management and process documentations Management of Help Desk Operations for US, Canada, Mexico and International markets•Designing and creation of Guided Assistance to improve agent efficiency and decrease AHT.•Incident Review and Audit meetings with Business Customers to increase Call Centre efficiency.•Version Up gradation. Oracle Service Cloud (RightNow CX) Consultant•Facilitate weekly meetings with team leads covering topics such as forecast variance, upcoming projects, training needs and making staffing recommendations.•Identification of opportunities to increase the value added-services to client by doing surveys, interviews and brain storming sessions.•Development of business cases, business plans, and business requirement documents. Documented and designed new operations and procedures manual. •Developed business cases, business plans, and business requirement documents.

•Worked as an Intern for 7 Months.•Learned JavaScript, HTML, CSS Technologies and Developed the Web Portal for Internal Project for HDFC.