Vivek S Email & Phone Number

Frisco, Tx, Us

Dallas, Tx, Us

Responsibilities:- Lead the development of Gen AI products for internal ChatGPT development within Salesforce, enabling agents to effectively use the Ask AT&T Assistant.- Oversee AI-driven functionalities to improve interaction and system responsiveness for handling inquiries within the Salesforce platform.- Prioritize enhancement of the Service Cloud functionalities, focusing on Billing and Payments areas to optimize operational efficiency.- Collaborate with cross-functional teams to ensure seamless integration of business requirements with technical solutions.- Utilize analytics to monitor feature usage and effectiveness, adapting strategies to meet evolving business and user needs.

Pune, Maharashtra , In

Interacted with users to understand complex business requirements and documented the requirements.Be the voice of the user in communicating with management Created productive documents which will be used by rest of the team to have better understanding of the related system; Salesforce.com CRM.Analytical skills to respond to requested changes and identify customizationsLead and/or perform the necessary administrative tasks to support the rolloutFollow-up to closure in order to implement change and escalate to Manager if requiredPropose solution options to business colleagues and make decisions around user managementIn charge of conducting the UAT with the Business users and gathering feedback and providing the same to the Development

Miami Lakes, Fl, Us

Administrating setup of Amazon Connect.Designed and implemented the entire Call Center of Amazon Connect for US and Puerto Rico customers for inbound and outbound calling.Troubleshooting issues related to AWS Lambda, Amazon Connect, S3, SNS, SES using Amazon Cloudwatch and Cloudtrail. Coordinating with multiple teams and stake holders to drive the issue to resolution.Coordinating with AWS Support for tasks like phone number porting, limit increase, advanced troubleshooting of calling issues and so on.Wrote custom Lambda functions to create and email custom reports for daily and monthly queue call counts.Wrote custom Lambda function to block spam calls from particular phone numbers

London, Gb

Created the Validation Rules, Approval Process, workflows for automated lead routing, lead escalation and Email Alerts. Experience working with Data Loader, import wizard, salesforce.com and Sandbox environments.Worked on the designing of custom objects, custom fields, role-based page layouts, custom Tabs, custom reportsGathering requirements from functional consultants and developments based on client requirement.Created, tested and published new Contact flows as required by clients for inbound and outbound flows.Configured the setup for Outbound campaigns for custom segments of endpoints.Created the setup for scheduled callbacks.Helped in troubleshooting of agent CCP issues related to audio quality, investigation of contacts using CloudWatch logs and Contact Search.Participated in fixing of critical production issue caused due to breakdown of Salesforce CTI adapter.Worked on preparing Technical Design Document.

Interacted with users to understand complex business requirements and documented the requirements.Be the voice of the user in communicating with management Created productive documents which will be used by rest of the team to have better understanding of the related system; Salesforce.com CRM.Analytical skills to respond to requested changes and identify customizationsLead and/or perform the necessary administrative tasks to support the rollout of theFollow-up to closure in order to implement change and escalate to Manager if requiredPropose solution options to business colleagues and make decisions around user managementIn charge of conducting the UAT with the Business users and gathering feedback and providing the same to the DevelopmentAnalyze the business requirements and come up with the business flow diagramDesigned and deployed Custom tabs, validation rules, and Auto-Response Rules for automating business logicInvolved in the Design and development of Workflows rules, triggers, validation rules and other customizations with Salesforce

Pune, Maharashtra, In

Provided recommendation and designed the Best Solutions for implementing new business ideas.Worked on Salesforce.com Standard Objects such as Accounts, Contacts, Opportunities, Campaigns, Cases, solutions.Created Page Layouts to organize fields, custom links, related lists, and other components on record pages.Implemented Case Assignment Rules to direct the case to appropriate group such as Stories and PCS Central Support.Responsible for weekly and monthly data export, updates, and backup for the organization.Requirements gathering- Proto-typing, Walk-through to business groups and gap analysisUnderstand the business aspect of the application and converted into requirements document. Create POC for first time patterns and vendor integrations.Develop Functional Requirements Specification (FRS)Business process review and modelingCreate or involve in Implementation planning with Project Manager

Boston, Us

Market Research, Data Validation via Phone & EmailWeb Research using tools - Targeted Web Site, OneSource, Hoovers, Jigsaw, XingLead, Demand Generation, Contact Discovery, Data Base CreationSupporting Inside Sales Team with leads and opportunitiesPreparing Weekly Inside & Outside Sales ReportPreparing Weekly Campaign Result ReportData Cleansing, Data Mining, Building Customize Database as per requirement