Sales Service

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Ramesh Bhoopathi

CRM Solutions Architect – Oracle Siebel, Salesforce

Mobile : +91-900*******

Email : **************@*****.***

Profile Overview

Certified Software Professional with overall 14+ Years of IT Industry experience. Among, 10 years of experience into CRM SIEBEL Implementations with Oracle BI Reporting, 1.5 years with Salesforce CRM and rest of years with Microsoft with Sun Streams

Cross Cultural work experience customers of Canada, Middle East, US, UK, AUS and India.

Strong knowledge in Application Architecture and Siebel Data Model

Extensive experience and knowledge in Design and Development including Business Modeling, Requirements Gathering, Analysis, Configuration, Integration, Testing, Migration, Administration and Deployment.

Re-engineering initiatives to increase service quality, client loyalty and client satisfaction

Technical Specialties:

Experience in Siebel CRM 8.1.1.14, 8.1.1.11, 8.1.1.5, 8.1 & 7.8 Tools and Applications with ORACLE and BI Reporting

• Applications – Siebel Sales, eCommunication eAutomotive, eDealers, eChannel, ePharma, Marketing and PRM

• Siebel Upgrade with Open UI

-Scope, Impact Analysis

-Application Architecture Design

-Upgrade Assessment (Technical & Functional), Upgrade Strategy and Upgrade Design

-Upgrade Approach

-Environment Readiness and Upgrade Execution

-Perform Upgrade Tasks

-Pre Upgrade Tasks

-Upgrade Tasks (Upgrep IRM, Conflicts, Upgphys)

-Open UI

-Post Upgrade

-Repository and Non Repository issue Fixes

- Open UI additions in the Application

• CRM Desktop Sync

• SIEBEL Order Management

• Configuration – Configurations, Scripting, Work Flows

• Integration – EAI, Web Service, XML, XSD, IO, Data Maps, EAI Workflows, VBC, EBC, Business Service, XSLT

• Automation – Assignment Manager

• Reporting – BI Publisher

• Data Loading - EIM and Marketing Admin Upload

• Installations – Siebel Server, Oracle Server Installations & BIP on Windows environment

• HALEY Business Rule

• Experience in ETL Tools – Informatica and DAC,

• Business Intelligence - OBIEE Reporting, Configuration and Dashboard Analysis.

Extensive experience in Salesforce CRM development using

• Descriptive Programming, Apex classes and Triggers, Visual Force, SOQL

• Proficiency in SFDC Administrative tasks like creating Profiles, Roles, Users, Page Layouts, Email Services, Approvals, Workflows, Validation rules, Tasks and actions

• Analyzing business requirements, entity relationships and converting to Salesforce custom objects, lookup relationships, junction objects, master-detail relationships

• Experience in designing Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows, and Approval Processes for automated alerts, field updates, and Email generation according to application requirements

• Migrating data from legacy systems to Salesforce using Apex Data Loader

• SFDC Implementation with eAutomotive Application

Well Experience with PL/SQL, ORACLE 11.x, 10.x, DB Triggers, SP, DB Link & DB Integration.

Additional 4+ years of experience with Java J2EE, .NET, ASP, VB & COM

Functional Specialties:

Media and Communication, Automotive, Telecom, Airlines, Siebel Pharma Health Care and Finance

Management Specialties:

Defining Scope

Initiation of the Project

Business Analysis, RFP

Project Plan, Design

Reviewing project with Management team

Risks and Mitigation Planning

Process Improvement & Performance Management

Education

Bachelor of Engineering in Computer Science from Mahendra Engineering College, University of Madras.

Career Chronology

Wipro Limited – CRM Architect - Mar 2012 - Till Date

Tata Consultancy Services – Assistant Consultant - Mar 2010 - Mar 2012

Mphasis an Hp Company – Delivery Lead - Jul 2009 - Mar 2010

CSS Corp Ltd – Senior Systems Analyst - Mar 2008 - May 2009

Accenture Services Ltd – Senior Software Engineer - Mar 2006 - Mar 2008

VKC Software Solutions P. Ltd – Developer - May 2004 - Sep 2005

WorldnetAsia – Programmer - Jan 2001 - May 2004

Accolades & Achievements

Received Galaxy Award for Best Delivery FY 2013-14 for Daimler Account, Wipro

Received Reward for Best Six Sigma Project 2014, Daimler Account, Wipro

Received Best Sustenance Project Award for Daimler Account, Wipro

Received Best Manager Category Super Boss Award for Q2 H1 2013, Wipro

Received On Spot Award for Successful delivery of Merchandising Application from American Airlines Account, TCS

Received Center of Excellence Award from American Airlines Account, TCS

Received Certificate of Appreciation for Outstanding Contribution to Org from American Airlines Account, TCS

Received Certificate of Appreciation for successful launch of Waivers from American Airlines Account, TCS

Received Certificate of Appreciation for successful execution of Server Management from American Airlines Account, TCS

Professional Certifications & Trainings

Certified Salesforce.com Developer

Trained on Siebel 8.2.2 Case Management for Public Sector

Enterprise JAVA J2EE Certified

Oracle Certified Expert Siebel 8 Consultant

Web Engineering Certified

VB Oracle Certified

Technical Skills

CRM

Siebel 8.1.1.11, 8.1.1.5, 8.1.x, 7.8 Tools and Application, Configurations, Scripting, WFs, EAI, Web Services, XML, XSD, IO, Data Maps, XLST, EAI Workflows, VBC, EBC, Assignment Manager, Marketing Admin Upload, EIM Load, BI Publishing, HALEY, Open UI, OBIEE Reporting

Salesforce.com, Apex classes and Triggers, Visual Force, SOQL

Languages

C# .NET, JAVA

Databases

Oracle, SQL Server, MS-Access

GUI with Case Tools

.NET, VB, PB, VB.NET, Active X, COM, DCOM, J2EE

Support Tools

MQC, VMware Player, Citrix with Clear Case, Rational Test Manager, Rational Clear Quest

Web Related

XML, ASP, ASP.NET, ADO.NET, IIS, J2EE

Operating systems

Windows, Unix, DOS

Projects

Role

Employer

CRM Solutions Architect July 2015 – Till Date

Wipro Limited

Project & Customer

CARMA Sales - Siebel Upgrade with Open UI, TD Bank Canada

Project Overview

TD Bank - Canadian Retail deals Customer and Account management in Siebel application named as CARMA Sales. CARMA Sales is Siebel Sales Application which is mostly used the Financial functionality for sales, to maintain customer Relationship and sales pipeline management. It is also Integrated with external Applications as to integrate TD Canada Employee to organize the business with customers. For now, this CARMA Sales application outdated with old version.

Objective is to upgrade to Higher Siebel version with Open User Interface new features by using Customer Relationship Management Siebel and Wipro Proprietary accelerators.

In order to utilize a newer technology stack we are upgrading to version 8.1.1.14 from the existing 8.1.1.7 as to leverage Siebel Open User Interface features.

Project Activities which covers Assessment of existing Application Objects, Analysis, Server and Client Readiness, Upgrade Strategy, Upgrade Design, Upgrade Utility process, Repository Merging, Conflicts Resolutions, Upgrade Database Schema, Open User Interface enablement, Issue Fixes on Open UI, Testing and Deployment.

Integration

Integration with SSO TAG, CIF, CARMA Credit Check, EBC, Product and Services

Integration with Data Power Systems via DB

Solution Stack

Oracle CRM Siebel 8.0.0.14 & 8.1.1.7

Oracle Business Intelligence Enterprise Edition 11

Oracle Database 11g Enterprise Edition

Applications

Skills Employed

Siebel 8.1.1.7 and 8.1.1.14 with Open UI and BIP

Siebel Upgrade Processes, Server Installations, Upgrade Utility run, Existing Siebel areas of Configuration, Scripting, Workflows, Business Service, EAI- Web Service, XML, XSD, IO, Data Maps, VBC, EBC, Products and Services Load

responsibilities

Technical Responsibilities

Impact Analysis, Server Installations and Upgrade Approach

Creating Upgrade Strategy, Assessment and Upgrade Design Document for Siebel 8.1.1.7 to 8.1.1.14

Infrastructure, Repository, Interface Analysis

Application Infrastructure Assessment (Configuring OM’s for App Server, Load Balancing and Performance)

Application and System Administration

Existing Functional Assessment for Upgrade – Account, Contact, Opportunities, Activities, Products and Services

Existing Technical Assessment – UI Layer, Business Layer, Integration Layer, Data Layer, Reports

Key Analysis for Upgrade – Cust Web templates, CSS, Upgrade Ancestor Properties, Behavior of Scripts, Workflow Process Connector Issues, Common Repository Errors, Default Applet/View/Field Fields focus Lost, Controls Misplace, Process Flow Deviation from OOB, Alignment Errors, Drilldown Issues, Impact of new Additional parameters of 8.1.1.14, Impact of 8.1.1.14 OOB WFs.

Administration Application Assessment - LOVs, PDQs, Audit Trail, State Model, View, Resp, WF, WF Policy, Positions and Templates)

Server Configuration Management Assessment – Components and Jobs

Production Rehearsal for Connectivity

Upgrade Approach on Environments - Dev, SIT, PAT, DR and Load Balancing

Upgrade Readiness and Execution

Performing Upgrade Tasks – Pre Upgrade Tasks, Upgrade Tasks (Upgrep IRM, Conflicts Resolution, Objects with Attribute Differences, Upgphys, Open UI Enablement’s, Post Merge (DB Settings, Post Merge Utilities), Post Upgrade (Repository and Non Repository Issue Fixes)

Open UI Additions – Browser Compatibility Check, Look and Feel with CSS and JS, New Controls, Custom Themes, Attachment On the Fly, Drag and Drop, Customer Dashboard, Keyboard Shortcuts, Custom Files, User Preference Themes

CRM Desktop Sync

Role

Employer

CRM Solutions Architect Nov 2014 – May 2015

Wipro Limited

Project & Customer

twofour54 Media Communication, Abu Dhabi UAE

Project Overview

twofour54 government and travel services& Media entertainment, Abu Dhabi as a regional centre of excellence in content creation across all media platforms including film, broadcast, music, digital media, events, gaming and publishing. Communication and Media Application for Channels and Partners. It has different Business Units for Sales and Services. First Phase with Siebel Upgrade and Second Phase with Sales Implementation in Siebel from Web portal Application, Oracle EBS and Xytech System.

Project to migrate from Siebel 8.1 eComm application to Cloud based Sales Force application. The Scope of the project is to provide a flexible, reliable, scalable and easily adaptable system using Sales Force to provide a solution for the archival of the financial data and maintaining the newly created accounts in the system and also to enhance the service by offering data corrects like address change and privacy change.

Integration

Integration with Oracle EBS System,

Integration with Web Portal Application

Integration with Xytech System

Solution Stack

Oracle Siebel, Salesforce

Oracle Business Intelligence Enterprise Edition 10.1

Oracle Database 11g Enterprise Edition

responsibilities

Technical Responsibilities

Scope Of Work, Impact Analysis

Creating Upgrade Strategy, Assessment doc and Upgrade Design Document for Siebel 8.0.0.13 to 8.1.1.11

Infrastructure, Repository, Interface Analysis

Application and System Administration

Existing Functional Assessment for Upgrade – Account, Contact, Service Request, Activities, Sales Order, Opportunity, Quote, Products and Price List

Existing Technical Assessment – UI Layer, Business Layer, Integration Layer, Data Layer, Reports

Key Considerations for Upgrade – Cust Web templates, CSS, Upgrade Ancestor Properties, Behavior of Scripts, Workflow Process Connector Issues, Common Repository Errors, Default Applet/View/Field Fields focus Lost, Controls Misplace, Process Flow Deviation from OOB, Alignment Errors, Drilldown Issues, Impact of new Additional parameters of 8.1.1.11, Impact of 8.1.1.11 OOB WFs.

Technical Assessment for Upgrade- UI, Business, Data and Reports

Interface Assessment for Upgrade - Real Time and Batch

Administration Application Assessment - LOVs, PDQs, Audit Trail, State Model, View, Resp, WF, WF Policy, Positions and Templates)

Server Configuration Management Assessment – Components, Server Jobs, RCRs, SR Broker and SR Proc

File Management – Web Templates, CSS, Attachments, Images

Application Infrastructure Assessment (Configuring OM’s for App Server, Load Balancing and Performance)

Production Rehearsal for Connectivity

Upgrade Approach – Process of Upgrading Siebel Dev, Test, UAT and Prod Environments

Upgrade Readiness and Execution

Performing Upgrade Tasks – Pre Upgrade Tasks, Upgrade Tasks (Upgrep, IRM, UpgPhys, Conflicts Resolution, Objects with Attribute Differences, Open UI Enablement’s, Post Merge (DB Settings, Post Merge Utilities), Post Upgrade (Repository and Non Repository Issue Fixes)

Open UI Additions – Browser Compatibility Check, Look and Feel with CSS and JS, New Controls, Custom Themes, Attachment On the Fly, Drag and Drop, Customer Dashboard, Keyboard Shortcuts, Custom Files, User Preference Themes

Salesforce CRM Migration:

Analyzed and assigned with various Sales Force.com objects like Accounts, Contacts, Cases, Reports and Dashboards.

Various Custom Objects, Tabs, Entity-Relationship data model, validation rules on the objects and tabs, Components and Visual Force Pages.

Page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.

Defined workflow rules and defined related tasks, time triggered tasks, email alerts, field updates to implement business logic and Designed Inbound and Outbound Web Service.

Designed, developed and deployed Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application.

Designed Custom Objects, Custom Reports and configured the Analytic Snapshots to dump the data on regular basis for the sales performance and lead generation statistics

Data Migration, Testing

Release Management

Role

Employer

CRM Solutions Architect March 2012 – Oct 2014

Wipro Limited

Project & Customer

Dealers Management System with Siebel and Upgrade - Daimler India Commercial Vehicles (DICV), India

Project Overview

Dealer Management System: ORACLE CRM SIEBEL for Automotive Industry to support end to end functionality of Dealers network and Manufacturers. This Application is to drive closer collaboration between Marketing, Sales and Orders, Services of Vehicles, Services Parts, Claims and Warranty Maintenance.

Covers Campaign Management, Lead Management, Opportunity Management, Quote Management, Account, Contact & Activity Management.

Dealers and End Users information captured by the channels can be used to focus marketing activity and improve sales effectiveness. DMS allows dealer to create campaign for Sales & Service promotions, Follow up with customer on Sales Quotations, activity and complaint management for DICV Call Center. Also for Dealer wise Pricing, State-wise Taxation, Inventory maintenance for OEM and Non – OEM product management, Customized Parts Fulfilment in Sales and Service Job Card Orders, Recall Campaign, Float material Management, customized Warranty/Claim management. DICV DMS ensures dealer user follow Daimler Process, guidance is provided for all the activities.

ORACLE BI reports to provide business insight in briefing the conversion ratio of Opportunities to Sales, Sales Executive assessments, Financial matrix, Retail and off take Sales volumes for month, comparison of dealer performance, complaint management success ratio, Sales and production volume projection and achievement, analyze dealer growth in sales and service revenue, claim reimbursement and monitoring, utilization of materials in service, cost sharing between OEM and dealer. Also provides clear picture of Dealer Targets and Achievements as on date, helps to forecast the expected growth.

Highlights

Centralized coverage of Dealer Operation, OEM and Non OEM product management, Dealer wise pricing and state wise taxation, Communication to dealer, customers by Email, SMS, Integration with external systems SAP (D2S and cbFC):

Integration

Integration with SAP (cbFC), SAP (D2S), FDOK Systems via SAP Net weaver Process Integrator 7.1 (Middleware) from Oracle SIEBEL – DMS Application (Bidirectional way of data transfer)

SAP to OBIEE Integration. Direct Integration with SAP to Oracle BI Server via Informatica to DAC server from Warehouse database.

Solution Stack

Oracle CRM Siebel Automotive 8.1.1.5 & 8.1.1.11

Oracle Business Intelligence Enterprise Edition 10.1.3.4.2

Oracle Database 11g Enterprise Edition 11.2.0.1.0

Applications

Skills Employed

x Siebel eAutomotive, Siebel eDealers, Oracle BI Report, Salesforce CRM

Siebel Configuration, Scripting, Workflows, Order Management, Business Service, EAI- Web Service, XML, XSD, IO, Data Maps, EAI Workflows, VBC, EBC, Business Service, XSLT, Assignment Manager, EIM Data Load, SIEBEL BI Publishing and OBIEE

responsibilities

Technical Responsibilities

Requirement Analysis

SOW, Bill of Materials

Accountable for Designing

Solutions on Configurations, Scripting, Business Service, Workflows, Order Management & BIP

Creating Strategy Document, Assessment Document and Design Document for Upgrade for Siebel 8.1.1.5 to 8.1.1.11

Responsible for Integrations, Creating Integrations objects, Outbound and Inbound Web Services

Open UI Implementation

Automation

Salesforce CRM Migration

Flexibility solutions for future change

Creating the optimum technical solution in the context of the customer's environment

Providing a focal point for all technical issues and initiatives on the project

Business Rule Validations, Testing

Responsible for OBIEE Report Validation, Analytics for Modules

Responsible for Scheduling

Responsible for Oracle BI Integration, Data Loading.

Release Management

Role

Employer

Designation

Lead Consultant March 2010 – Mar 2012

Tata Consultancy Services

Assistant Consultant

Project & Customer

American Airlines – Salesforce Upgrade

Module

Project Overview

The main objective of the project is SIEBEL Application for American Airlines Waiver Transactions. In Waiver Creation scenario, PNR, Agency Number, Corporate Number, Waiver Type and Requester need to be validated.

Evolution with Ticketing Time Limit / Expired Fare Use Case

AA Evolution refers to the automation of American’s Sales Support services utilizing both a Service Engine and a variety of interfaces that will funnel requests between the Service Engine and Online Booking Tools (OBT), travel agents, AA.com, American’s field sales reps and Sales Support candidates. The Service Engine will reference default parameters and account specific Profiles to perform or deny requested services based on policy rules. It will also log transactions for management reporting, send a copy of any waiver authorizations to Transaction Audits and monitor upgrade PNRs for itinerary changes. The Service Engine must be scalable to handle an increasing volume of requests both in general and during peak periods.

Project Ticketing Time limit/Expired Fare Waiver authorizes the agency to ticket specific fare basis in that has expired or passed the ticketing time limit. This waiver may be managed through a waiver fund to control the number of transactions allocated to an account.

Seat Availability Map Functionality in Seat Unblock Use Case

Project AA Merchandising Deals with displaying Seat matrix as is in the Flight for all segments where seats need to be assigned and/or unblocked from Seat Access Use Case. It involves displaying a catalog of products that a passenger may be interested in purchasing while finalizing a booking – for example Preferred Seats (seat assignments), double/triple miles, purchase miles. This serves as a revenue generating opportunity for AA.

Merchandising Implementation with Call Center for Reps and PRM for Agents. Changes with the entities of Service Requests, Channel Partner, Accounts and Use Case customized objects. The development runs through phases of study / analysis, basic design, technical design / detailed design, construction, testing, integration, management and maintenance.

From Saleslink perspective, the main impact is on the Seat Unblock use case. Each segment (flight) has a seat map that provides the external agencies/ AA call center reps with details of the seats that are available to be assigned to the passengers belonging to confirmed segments. Due to the Merchandising initiative, a new type of seat with code P would be added to the seat map. This P seat would only be visible in a seat map to agents/agencies that connect to the AA partition of SABRE (Direct connect customers). For non-direct connect customers, the P seat would show up as unavailable/already assigned.

Integration

ORACLE SIEBEL Integration with SABRE system via Service Oriented Architecture (SOA)

ORACLE SIEBEL Integration with Merchandising System via Service Oriented Architecture (SOA)

Key Implementations

• Seat Map design is the key Implementation which serves as a revenue generating opportunity for AA and it would be heavily used application by the Customers.

• Displaying a catalogue of products that a passenger may be interested in purchasing while finalizing a booking – for example Preferred Seats (seat assignments), double/triple miles, purchase miles

• Customers need not to go with SABRE or External systems to check the available seat Details as available Seat Numbers will be displayed in Position Wise. (Window, Middle and Aisle)

•Seat Map UI layer implemented in Java GUI

Challenges

Complete Customization on Merchandising requirement as Out of Box was not much leveraged

Displaying Seat Map as Position wise as is in the Flight for all segments where seats need to be assigned and/or unblocked.

Complete New Changes to the current Business Rules.

Additional Changes in the way Service Value would be calculated with respect to Seat Types and Miles.

Rekeyed the new changes into the Parent Repository as most of the changes related with common objects

Applications

Skills Employed

Siebel 8.1

Siebel Configuration, Scripting, Workflows, Business Service, EAI- Web Service, XML, XSD, IO, Data Maps, EAI Workflows, VBC, EBC, Business Service, XSLT, EIM Data Load, SIEBEL BI Publishing, OBIEE and JAVA

Responsibilities

Technical Responsibilities

Requirement Analysis

SOW, Bill of Materials

Creating Strategy Document, Assessment Document and Design Document

Interacted with various business areas to gather requirements and develop data model to suit complex business needs

Solutions on Configurations, Scripting, Business Service, Workflows, Order Management & BIP

Responsible for Integrations, Creating Integrations objects, Outbound and Inbound Web Services

Open UI Implementation

Automation

Salesforce CRM Migration

Flexibility solutions for future change

Creating the optimum technical solution in the context of the customer's environment

Providing a focal point for all technical issues and initiatives on the project

Business Rule Validations, Testing

Responsible for OBIEE Report Validation, Analytics for Modules

Responsible for Scheduling

Responsible for Oracle BI Integration, Data Loading.

Release Management

Role

Employer

Designation

Delivery Lead July 2009 – Mar 2010

Mphasis an HP Company

Module Lead

Project & Customer

Vodafone B2B Lead Management System (LMS), UK

Project Overview

The project vision is to drive closer collaboration between Sales and Marketing, so that customer information captured by the channels can be used to focus marketing activity and improve sales effectiveness.

Measurable marketing activity: better lead tracking will enable marketing to enhance propensity models and tailor future campaigns / lead generation on areas likely to generate higher lifetime customer value.

Enhanced lead management: a single platform for all leads will ensure distribution of leads to the most appropriate and lowest-cost channel, enhance sales-marketing collaboration, support coordination within and across channels, and enable capacity management.

Improved sales effectiveness: better lead qualification, improved pipeline visibility, propensity scoring (and other Marketing support), activity management, reduced lead leakage, and compliance with agreed processes / methodologies will all help drive up win rates across all sales channels.

Business Roles -Telephone Account Managers (TAMs), Telesales, Telemarketing Agents, Sales Coordinator having the access to Lead Management System (LMS)

Lead generation, lead qualification, lead nurture, and lead distribution are marketing processes and within scope for all segments. Once a lead is passed to Sales, the sales person will validate the lead (Lead Follow-up) and then convert it into a fully-fledged opportunity (Manage Opportunity), before closing it as won or lost. Quote and Order management processes will not be covered by LMS functionality.

Lead Analysis and Reporting is a reporting process by which Marketing get visibility of a lead throughout the sale cycle, and Sales get a view of their pipeline. For immediate operational reporting standard Siebel export functionality will be used. For a deeper data analysis to be shared between different departments (i.e. Marketing and Sales) the data will be extracted to the Enterprise Data Warehouse and Business Objects will be used for the reports generation.

Integration

LMS will be used in order to provide a comprehensive solution for the management of leads, from the creation, enrichment of data and progressing to opportunity. It will provide other systems (EDW, VCID) with data extracted from the system, so these systems will need to adapt to the Data migration process provided by the LMS interfaces. Regarding the data entry through the web channel, the web channel will interface via TIL services, and the TIL will talk to the Web Services/WSDL. Thus the data format supplied and the way it is structured in the needs to be included in the web service calls sourcing from the TIBCO integration Layer.

Leads will be generated in LMS in three different ways:

• Manual load: standard Siebel functionality will be used for the end users to be able to upload leads from text or xml files.

• Web Channel Integration

• VCID Integration

Telemarketing and Telesales agents will work on these leads and will complete Account and Contact data. They will also generate Activities against these Accounts/Contacts. To improve their performance LMS will provide integration with Gasbox Dialer and Vodafone IP Dialler. Once the Account/Contact expresses the interest in a Vodafone Product the Lead will be converted in Opportunity using Siebel standard functionality. Account and Contact information will be matured against SCM, which is the master for this data.

Computer Telephony Integration (CTI): Provides voice-channel support for call center agents using Siebel Business Applications. Agents can place, receive, and transfer customer interactions with full, real-time access to Siebel customer data. Call routing can be enhanced using business rules and customer data residing in Siebel to ensure that the right customer reaches the right agent at the right time.

File extraction from Siebel List Applets will be automatically loaded both into Syntelate and into the dialler database. The dialer will start calling the prospects and when one call is connected it will be transferred to the appropriate agent. Syntelate will screen-pop with the customer record of the connected call. The agent will pick up the call using the CTI buttons in Syntelate. While the agent is introducing him/herself to the prospect he/she will manually copy the Lead Id from Syntelate to LMS to search for the Lead.

The agent will process the call and fill in all necessary information in LMS.

LMS Data Load on SIEBEL Marketing Admin Upload: This data loading tool used standard Siebel functionality executed from the Marketing Administration screen. It is the Sales co-coordinators/Administrators responsibility to map the exposed fields to the external source fields.

Extending the base tables of the Import Staging tables, creating columns to store the new data

Creating new fields in the Import Staging business components corresponding to the new columns

Creating new business component user properties to map the Import Staging fields to the business component fields

Synchronizing the Integration Objects to ensure the data is imported.

A new field LMS Lead Creation Type has been added which had the default value of ‘Marketing Admin Upload’ in the Stager BC. This is used by Assignment to differentiate Leads loaded from the file import process. These Leads will then be assigned to Outbound Telesales via SIEBEL Assignment Manager Automation.

Applications

Skills Employed

Siebel eCommunication, Siebel Callcenter, Oracle BI Report

Siebel Configuration, Scripting, Workflows, Business Service, EAI- Web Service, XML, XSD, IO, Data Maps, EAI Workflows, VBC, EBC, Business Service, XSLT, Assignment Manager, EIM Data Load, SIEBEL BI Publishing and OBIEE

Support Tools

Mercury Quality Center, VMware Player, Citrix with Clear Case, Rational Test Manager, Rational Clear Quest

Responsibilities

Technical Activities

System Analysis

Lead Management High Level and Low Level Design

Responsible for Configuration, Scripting & Business Service and Workflow Creations

Implementing Integrations with External Systems, Creating Integrations objects, Outbound and Inbound Web Services

Assignment Manager - Dynamically assigning positions in Leads, Accounts from external data loading. Batch Assignments for period upload

Responsible for Siebel BI Publishing

Defect Analysis and Resolutions

Marketing Admin Upload – Import mappings, loading external file data in to respective Account, Contact and Lead entities

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