The implementation involved building the CRM system on Oracle Service Cloud which takes care of end to end process such as Contact Center, Logistics, Service and Finance etc.Responsibilities -• Direct engagement with client to understand real time requirements and use cases and to provide solutions and worked on TLS Security level Upgrade of Oracle Service Cloud.• Worked development and implementation of the Add-Ins, workspaces, reports, and business rules and assigning to profiles.• Worked on OSvC integration with internal services using .net Add-ins, CPM, SOAP and REST services.• Implemented and anchored Client Demo with Agent Scripting, Workflows, Dashboards, Guided assistance, Quick- Task Management Automations and CTI Integration with Ameyo.

Worked on Oracle RightNow CRM on both Implementation and Support projects. Worked with multiple clients and successfully delivered solutions.

Implementation of Oracle service cloud for Prione Business Services.Gathering Requirements and feasibility discussion with the Clients.Configured the entire application flow (Customer portal and Agent console)Application Training for Team Managers.Agent Desktop configuration:• Staff Accounts and Profile permissions configuration.• Creation of Customized reports and basic reports permission changes.• Escalation Matrix configuration for all the teams.• Mailbox configuration for all the teams.• Designing Workspaces, rules and business rules for incident assignments.• Message templates and message bases configuration.• Handling Support issues on live modules.Customer Portal Implementation:• Designing ask pages and custom fields changes in console.• Designing multiple custom widgets.• Handling Exceptions and support issues.• Deployment of multiple modules.

Worked on Siebel based Web Application designed using ASP.Net (MVC4)Responsibilities -• Requirement collection, Product development, Customization.• Worked in the development of Web Enrollment Module.• Worked in CRM layer (i.e. Intermediate layer between the UI Layer and Siebel)• Worked in the development of Enhancements in Document generation Module.