Customer Service Management
Resume:
Ritesh Motlani
******.*******@*****.***
I have 12+ years of technical and management experience, gives me an ideal background for
roles in engineering management and software architect position for the development of high
quality software products. I have consistently led teams distributed across geographic and
worked along with architecture teams to success in software development using agile
methodology
PROFESSIONAL SUMMARY
• Principal Software Architect with over a decade of hands on core technical
experience working in the Internet industry and proven track record of excellence in
designing service oriented architectures(SOA) products like KANA Enterprise
Knowledge Management, KANA Agent Desktop, KANA Experience Flow
Designer, KANA Experience Analytics
• Good understanding in designing & architecting Multilingual Big Data solutions using
technologies like Cascading Framework, Hadoop, HBASE0.92, SOLR4.2, Heritrix
web crawler,Drool6.0
• Played one of the key architect in designing and developing KANA Next generation
Enterprise Platform (Experience Flow Designer, Agent Desktop, Experience Flow
Analytics) & KANA Enterprise Knowledge Management
• Played key role in defining 508 compliance direction for KANA Enterprise platform
using web accessibility standards like WAI-ARIA.
• One of key player in designing and developing web-service infrastructure for
Web2.0 social computing products like Aqua logic Ensemble, leading to strategic
corporate advantage.
• Experience in using Agile/Scrum methodology on various successful product
developments that involved geographically distributed scrums teams.
• Involved into the vision, solution architecture and prototype implementation of two
major product research ideas and filled patents for the same.
• Providing leadership and mentoring to the different team in the organization and co-
coordinating and managing offshore teams.
PATENTS FILLED
1. Representation of core files in a generic format
2. Optimized program analysis
3. Concurrent execution of group of database statements
4. Support of executing a group of database statements
TECHNOLOGIES
No-SQL Technology : HBASE0.91, Hadoop1.2, HDFS, Cascading Framework
Search : Apache Solr4.2+
Web service Framework : Axis, JAXWS (SOAP), Restlet(REST)
Rule Engine : Drool6.0
Web Accessibility : WAI-ARIA
Languages/Interfaces : JAVA/J2EE, Multithreading framework
Servlets, JavaScript, BPEL, State Chart XML (SCXML),Spring
Framework
Java Script Framework : DOJO1.6, HTML5
Web/App Servers : BEA Weblogic 8.1, WebSphere
Databases : Oracle9i, DB2
Design/Process : OOAD, Design Patterns, Agile methodology, Scrum framework.
EDUCATION
R.V. College of Engineering, Bangalore, and Karnataka, India
M.S. in Computer Science
CAREER PROGRESSION
KANA Software
Principal Software Architect/ MAY-2013 to Till Date
Senior Software Development Manager NOV-2008 to MAY-2013
KANA Enterprise Platform
The KANA Enterprise platform represents a new way to approach the challenges in customer
service. It streamlines service operations across organizations, communication channels,
technology and data to create a complete customer service ecosystem that enables fast
adaptation to evolving business needs and hence responsive service.
The KANA Enterprise Platform is developed on the foundation of context-aware SOA (Service
Oriented Architecture) and BPM (Business Process Management), KANA Enterprise Platform
enables service managers to design the right experience for their customers and business
objectives, orchestrate the experience across their people and technology across all service
channels, such as contact centers, websites, and social communities and listen to the outcomes
to continuously make the experience better.
I have been involved into architecting managing four core products of KANA Enterprise Platform
Knowledge Management
• One of the key architect in defining the architecture for multilingual Knowledge
management platform that covers Crawlers, Content Processing Engine, Search
Query generation & Search Admin UI functionality.
• Architected & designed multilingual search SOLR query generation & Knowledge
management SOLR schema that support 32 languages
• Architected, designed and developed Big Data Processing Pipeline for unstructured and
structured data using Cascading map reduce framework (Hadoop1.2).
• Design & Developed extension to the Heritrix open source crawler that enables it to store
crawled content directly into HBase Schema running on the Hadoop Distributed
FileSystem and also directly on HDFS file system.
• Architected and Design Rule Infrastructure to support routing/classification rules using
Drools6.0
• One of key member of release planning team to define the release of the Knowledge
Management Platform.
• Partner with product management & key stack holders to set the direction for product
development
Experience Flow Designer
• Architected architecture for Experience Flow designer that involves components like EF
compilation framework(that would compile experience flows and generate BPEL ),
Data mapping engine, Service layer that act as communication bridge between UI and
services, J2EE app deployment module etc.
• Build & Manage team of highly talented of 8 to 10 software Engineers to design and build
Service Layer, BPEL Compilation, UI Communication infrastructure.
• Partner with product management to set the direction for product development
• Allocate appropriate resources to ensure predictable delivery of various features of the
product using agile/scrum methodology.
Agent Desktop
• One of the key architect in designing agent desktop UI infrastructure that involved
runtime UI and designers like forms, search, script and find designer using DOJO1.6 java
script framework, HTML5.
• Lead team to define overall strategy to make agent desktop to be 508 compliant using
Web Accessibility standards like WAI-ARIA tags.
• Lead and manage a team of 6 to 8 software engineers, Web developers and QA
Engineers distributed across geographic, overseeing their work, and ensuring that they
build high quality designer that follows architecture principal & design along with
emphasis on writing UI unit test using DOH framework
• Allocate appropriate resources to ensure predictable delivery of various features of the
product using agile/scrum methodology.
• Partner with product management to set the direction for product development
• Attract exceptional engineers, building teams, and energizing / motivating the
organization
Experience Analytics
• Architected analytics infrastructure specially focusing on building UI infrastructure for
dashboard.
• Lead and manage a team of 6 to 8 software engineers to build analytics UI infrastructure
and build out of box six dashboards.
• Partner with product management to set the direction for product development
• Attract exceptional engineers, building teams, and energizing / motivating the
organization
• Responsible for all aspects of resource management including but not limited to technical
talent acquisition, resource planning, allocation, mid-year and yearly performance
evaluation, mentoring/coaching etc
Oracle Corporation
Technical Lead (PMTS) OCT-2001 to OCT-2008
ALUI Remoting Framework
ALUI Remoting is a web service framework. It helps in building and developing secure SOAP
services, Rest and JMS services can speak a variety of protocols such as SOAP, XML/HTTP,
Restful HTTP, or CORBA and work over a variety of transports such as HTTP, JMS.
Initiated and formulated architectural vision and road map for Remoting Framework with
the Architecture team.
Provided leadership and mentoring to the web services team. Coordinated with project
groups across organization to encourage better software reuse through encapsulation,
better SOA design and documentation and co-coordinating and managing offshore team
in India.
Provided leadership and mentoring to different teams across the organization to help
them embrace ALUI remoting framework to develop REST and SOAP Services.
Designed the unified service development model using SPRING framework.
Designed a flexible and highly dynamic framework that incorporates robust marshaling
and un-marshaling from XML, JSON.
Designed and developed customized Security adaptors for Basic authentication and ALUI
Security.
ALUI Analytics Server
ALUI Analytics Server is an advanced usage tracking and analytics tool. This is add-on to various
ALUI Products like Portal, Pathways. It enables you to assess product ROI and define future
opportunities with usage trends in mind.
Provided leadership and mentoring within the development team to release Analytics 6.5
product
Redesigning the event collector component to fix scalability and performance issue.
Working with development relationship manager and customer support team to resolve
customer specific performance issues.
Provided leadership and mentoring to the team members to embrace ALUI remoting
framework to develop SOAP endpoints.
Temporary Storage Support for Taskui: Task UI is a wizard-like sequence of UI view that lead
an end user to perform process-centric work which may require business logic, conditional fields,
branching, external system integration, etc. Support for the temporary storage was provided to
pause and revoke the task.
Implemented new functionalities for the product, performed enhancement of
existing modules.
Design and developed temporary storage for Siebel CRM 8.1 product.
Worked with product management team to writing business uses cases for the
Task-UI feature.
Designed and implemented “Merging” algorithm for temporary storage.
Exposing Task-UI feature as web services using Axis Framework (WSDL,
SOAP).
Auditing Framework for Read/Export of Siebel Data: This is enhancement to Siebel 7.0
auditing is to provide customer the ability to keep track of not only the modification, but also the
viewing/exporting of Siebel data.
Design and implemented auditing framework using C++ for Siebel CRM 8.1
Developed Read Audit web services using Axis Framework (WSDL, SOAP).
Enhanced and maintained existing Product functionalities.
Optimization Framework for Database Languages: This is an effort to build an Optimization
and Up gradation framework for database features. This tool will allow developer to upgrade from
older version of PL/SQL to new version of PL/SQL E.g. Cursor Loop to Table functions or Number
to Pls_Int etc. The new up-gradation routines can be plugged into it and used. This prototype was
demoed at Oracle Open world, San Francisco.
Involved in High level design, XML representation of IR
Involved in writing Functional Specification design Specification for the project
Designed and implemented the parser for the IR and the tree for the Control Flow
Graph (CFG) and Abstract Syntax Tree (AST) information using Java.
Developed transformation routines using Java, C++.
Developed schema for persisting of intermediate representation using Oracle9i
database.
Transformation of Cursor Loops to Table Functions: This tool was the first level of prototype
for the Optimization and Up-gradation Framework. In this prototype we try to identify the cursor
loops, which may be converted to table functions thus giving the user dramatic improvements for
existing PL/SQL applications.
Defined the analysis algorithm for checking if the loop has cross
Iteration dependencies.
Designed the data structures to capture the various dependencies.
Decide on IR for PL/SQL in a generic manner
Studied loop parallelization methods and design an appropriate AST for detecting
iteration safe parallelism.
Designed and implemented the parser for the IR and the tree for the Control Flow
Graph (CFG) and Abstract Syntax Tree (AST) information using Java.
Designed and implemented transformation routines.
Portable Core Image Analysis: A tool which captured core and executable information in a
platform independent manner and helped build a symbol table from source files to aid
interpretation of data from core files produced by an optimized executable was designed and
implemented. The first phase was for 32bit ELF SPARC executables/cores. The prototype was
completed with a programmatic interface and scripting ability.
Designing and coding converter for HP-UX using C
Designing and coding of Programming Interface using C++,C
Understood the stack layout of SPARC 32bit
Designed the GXML for the platform independence format using XML Schema
Mindtree Consulting
Software Engineer JULY-1999 to JAN-2001
Web Initiatives project involves in redesigning the IMS Health website and also Integration of
relevant information from existing sites of acquired companies into the IMS brand as well as to
migrate these websites into the existing Vignette infrastructure.
Responsible for writing specification, design document.
Involved in the creation of Presentation Templates using DSM.
Involved in the development of custom program tasks for the workflow activities
and implement it by a remote Web service.
Involved in the creation of custom Content Item types in ( Content Management
Application) CMA.
Personal:
Interact well with people of diverse backgrounds from all areas of the organization, and thrive in a
team environment. Green Card. References available upon request
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