Software Engineer Case Management

Praveen Madala

Sr. Pega Developer

Email: praveenpega25gmail.com

Phone: +1-813-***-****

https://www.linkedin.com /in/praveen-madala-906271256

Professional Summary:

Experienced Software Engineer with over 9+ years in the IT industry, specializing in Pega PRPC development for BPM and BRE applications.

Skilled in designing effective business solutions using PRPC versions 7.2 and 8.6.

Expertise in the Automotive, Healthcare, and Banking domains, with strong skills in Oracle, DevOps, AWS, Azure, and Java.

Involved in many areas of PRPC which includes Process flows, Flow actions, Data Model, Correspondence rules, Activities, Declarative rules, Data Pages, Data Transforms and Integration Services.

Good at implanting complex business process using Decision Tables, Decision Trees and Delegation of business rules to the end user.

Involved in Implementing end to end case life cycle using Case Management.

Involved in Developing the logic for task assignment to end users using Skill-Based Routing and GetNextWork OOTB functionality.

Having good experience in implementing UI/UX user portals using Section, Layouts, Harness, Portals, HTML, CSS, Skin and Theme-Cosmos UI Design.

Hands on experience in solving production issues using debugging tools TRACER, Clipboard, UI Inspector and also analyzing the performance of application using PAL tool.

Implemented SOAP, REST Services and Connectors to integrate with the external systems.

Having good experience in processing data using File Listeners, Email Listeners, Report creation and Scheduling reports.

Experience in working Sherlock Cal, Splunk for verifying application logs for defect triaging.

Implemented back ground processing using Job Schedulers and Queue Processing.

Having experience on security rules Access Group, Privileges, Access Roles and SSO (single sign on) Configuration.

Comprehensive Knowledge and experience in implementing Pega Customer Decision Hub (CDH), NBA/NBO solutions.

Skilled in predictive and adaptive analytics, decision strategies and real-time decisioning to enhance customer engagement and business outcomes.

Experience in creative and effective front-end using Constellation DX Components with React JS.

Experience in GitLab CI/CD, PDM (Pega Deployment Manger) for Continuous Integration and Deployment.

Experience in projects that fallows Agile(scrum) Methodology.

Participated in entire Software Development Life Cycle (SDLC) including Requirement Analysis, Design, Development, Testing, Implementation, Documentation and Support of software applications.

Extensive experience in using Core Java concepts such as Object-Oriented Programming, Exception Handling, Multi-Threading, Collections.

Working knowledge of database such as Oracle, Microsoft SQL Server.

Specializing in the implementation and optimization of the Pega Smart Dispute framework for financial institutions.

Adept at customizing Pega Smart Dispute to meet unique business needs, optimizing application performance and enhancing user experience.

Incident Management, Root Cause Analysis (RCA), Troubleshooting, Monitoring & Alerts, Performance Tuning.

Conduct root cause analysis (RCA) for production incidents, working closely with development teams to implement long-term solutions.

Expertise in managing and maintaining various Pega environments (Development, Testing, Production).

Experience with ticketing systems like JIRA, or Remedy for tracking and documenting support issues.

Strong capability in conducting thorough root cause analysis to prevent recurrence of issues.

Focused on continuous improvement through post-incident reviews and implementing preventive measures.

Technical Skills:

BPM Suites : Pega Rules Process Commander PRPC 8.6/8.2/7.2 V

Operating Systems : Windows 10

Databases : PostgreSQL, Oracle, MS SQL

Cloud : AWS, Microsoft Azure services

MicroServices : GitLab, GitHub, Docker, Kubernetes, Jenkins

Web Technologies : React JS, Java Script, HTTP, HTML, CSS, XML

App Servers : Apache Tomcat

Methodologies : Agile/Scrum

Web Services : SOAP, REST, Postman

Education: B. Tech (CSE) from Aurobindo Institute of Engineering and Technology, India - 2015.

Certifications:

PEGA PRPC Certified System Architect (CSA).

PEGA PRPC Certified Senior System Architect (CSSA).

Certified Pega Decisioning Consultant (CPDC).

Professional Work Experience:

Client: Anthem (California, USA) Jun-2024 – Present

Role: Sr. Pega Developer

Project: Claims Intake & Workflow

Description: Anthem is a major player in the health insurance industry, providing a variety of health-related products and services. Currently Paper, Commercial, UNICARE, COB & ITS Host claims are sent from EDI to WGS claims system Claims Intake and Workflow is introduced and the claims are routed from EDI to CI & W, and CI & W will process these claims and then route to WGS claims system.

Responsibilities:

Design, develop, and implement Pega application based on business requirements.

Works directly with software architects to ensure development effort meets guidelines and best practices.

Leads, mentors, and assists software development/engineers with technical Issues.

Integrated the Cosmos UI framework within the application's Case Management structure.

Configured Case Lifecycle Management to align with Cosmos UI templates.

Attribute Based Access Control by restrict data access only to users matching criteria – country and site/facility specific & Role Based Access Control i.e., common strategy of restricting the access based on roles and setting portals and reports based on it.

Performed various integrations with external systems by coordinating with the external team members and using the Pega PRPC Connectors and Services, worked with Integration-Connector, Connect-SOAP, Connect-SQL and in Integration-Services mostly used SOAP-Service.

Prepares detailed functional specifications, design models, and system.

Workflows from which software applications will be developed and implemented.

Develops technical software development/engineering and application framework to meet evolving business needs.

Create and configure Pega rules, workflows, user interfaces, and integrations.

Collaborate with business analysts and stakeholder to understand and analyze business requirements.

Translate business requirements into technical specifications for Pega application development.

Customize Pega framework and solutions to meet specific business needs.

Implement and configure Pega components such as data models, UI elements, decision rules, etc.

Integrate Pega application with other systems and third-party applications as needed.

Implement data mappings and transformations for seamless data flow.

Conduct unit testing and participate in system integration testing of Pega applications.

Identify and troubleshoot issues during testing phases.

Participates in Agile or other project management methodologies as applicable.

Identify and Implement performance optimization strategies for Pega applications.

Provide support for Pega application in production.

Environment: PEGA PRPC 8.6, Oracle 11g Database, JIRA.

Client: Optus (Sydney, Australia) April-2023 – May-2024

Role: Pega CDH Developer

Project: Optus CDH Customer Engagement

Description: Led the implementation of Pega Customer Decision Hub (CDH) to transform Optus' customer engagement strategies. The project focused on delivering personalized, real-time Next-Best-Action (NBA) and Next-Best-Offer (NBO) recommendations across multiple channels, optimizing customer retention, increasing cross-sell opportunities, and enhancing overall customer satisfaction. This initiative helped Optus transition to a data-driven decisioning model and improved operational efficiency.

Responsibilities:

Creating and configuring decision strategies using Pega’s Decision Strategy framework to optimize customer interactions.

Configuring eligibility, suitability, and contact policies to ensure that customers receive appropriate and compliant offers and actions.

Leveraging AI and ML tools integrated with Pega CDH for advanced decisioning capabilities.

Implementing NBA strategies for personalized customer engagement, ensuring that the right action is taken at the right time.

Regularly monitoring the performance of predictive and adaptive models, ensuring they remain accurate and effective.

Providing training and guidance to other team members on decisioning best practices and Pega CDH capabilities.

Overseeing the configuration and management of Pega CDH components, including NBA Designer, Next-Best-Action Advisor, and Interaction History.

Setting up and analyzing performance metrics for decision strategies, such as conversion rates, engagement rates, and uplift.

Configuring and managing the catalog of offers available to customers, ensuring they align with business goals.

Defining and managing the channels (e.g., web, email, SMS) through which decisions and actions are communicated to customers.

Creating and managing actions and treatments that are proposed to customers as part of the decision strategy.

Designing and implementing real-time decisioning processes that respond to customer actions immediately.

Documenting decision strategies, processes, and best practices to ensure they are easily understood and maintainable by the team.

Continuously refining and optimizing decision strategies based on performance data and business feedback.

Ensuring all decision strategies and customer interactions comply with relevant regulations (e.g., GDPR, CCPA).

Implementing governance processes to manage changes to decision strategies and ensure they align with corporate policies.

Conducting A/B testing of decision strategies and offers to determine the most effective approaches.

Working with data scientists, developers, and system architects to integrate decisioning solutions with existing systems and data flows.

Configuring and utilizing adaptive models that adjust in real-time based on customer interactions to improve decision accuracy.

Collaborating with marketing, sales, and other business teams to gather requirements and ensure decision strategies align with business objectives.

Creating dashboards to visualize the effectiveness of decision strategies and customer interactions.

Integrating various data sources (e.g., CRM, third-party data) into Pega CDH for use in decision strategies.

Ensuring accurate and up-to-date customer profiles are maintained to inform decision strategies.

Creating and implementing predictive models using Pega’s built-in capabilities to forecast customer behavior.

Environment: PEGA PRPC 8.6, Oracle Database, Postman, Soap UI, Splunk, JIRA, CRM systems, DDS, Oracle/MSSQL databases.

Client: Citi Bank (Texas, USA) May 2022 - Nov 2022

Role: Sr. Pega Developer

Project: HPI and Policy Change Management

Description: Citi Bank is an American multinational bank that operates worldwide. HPI Management helps to provide solution to customer and maintain Issue communication. When a customer raised an issue through portal user going to prioritize issue and providing features to customers by Policy Change Management.

Responsibilities:

Engaged in understanding business requirements, technical design, and development for multiple requirements.

Worked on performance tuning testing by running the PAL reports, Log Reports for analysis, troubleshoot functional and performance issues, recommended corrective strategies.

Designed and implemented the SOAP integration.

Designed and implemented enterprise level integration process for multiple clients.

Designed and implemented the several reusable gadgets across the applications.

Designed and implemented LDAP authentication process.

Conducted the Play back sessions with business after completion of development.

Enhanced the existing work basket design and implementation.

Involved in developing of UI and managing Flows, Activities, Harness, assignments etc.

Creation of Activities and steps for business logic implementation.

Creation of When conditions, privileges, Validations for validating business logic, Decision rules and Declarative rules.

Responsible for Creation of Soap, Rest services and Queue processing and job schedulers for back ground processing.

Created Data pages and debugging on data page related issues.

Involved on Fixing Production Issues, Defects.

Monitor the logs using Splunk.

Involved in PROD deployments, Outage analysis and fixing it.

Responsible for troubleshooting system issues related to software applications.

Responsible for providing updates in daily Agile Scrums, providing demonstrations of code and contributing to the Agile team wherever required.

Responsible for coding and documenting quality code using best practices, such as unit test integration.

Environment: PEGA PRPC 8.2, Soup UI, Postman, Windows 10, SQL Server.

Client: PayPal (California, USA) Aug 2019 - May 2022

Role: Sr. Pega Developer

Project: Dispute Management System

Description: PayPal is an American company operating a worldwide online payments system that supports online money transfers. It operates as a payment processor for online vendors, auction sites and many commercial users, for which it charges a fee exchange of benefits such as one click transactions and password memory. The dispute management system supports the communication and exchange of information in relation to the management of payment initiation and account information service transaction-related enquiries, complaints or disputes between account servicing information providers and third-party providers.

Responsibilities:

Automated chargeback, representment, and arbitration workflows within Pega Smart Dispute, improving processing times and reducing manual errors.

Translated business requirements and functional specifications into functional PRPC workflows following best practices.

Successfully implemented the Pega Smart Dispute framework for financial institutions, streaming the dispute resolution process and reducing operational costs.

Integrated Pega Smart Dispute with core banking systems, payment gateways, and external databases using REST and SOAP services for seamless data exchange.

Interacted with Users, Business Analyst, Project Manager to understand the business process, identify enhancements and gather Business Requirements.

Experience with Smart Dispute framework, CPM framework, PRPC configuration and customization.

Involved to trouble shoot the issues occurred in Production.

Configure an authentication service to provide web single sign-on (SSO) convenience to client users in our project.

Conducted performance tuning and optimization of Pega Smart Dispute application using PAL and Tracer, resulting in faster dispute resolution times.

Worked on performance tuning testing by running the PAL reports, SMA for debugging, Log Reports for analysis, troubleshoot functional and performance issues, recommended corrective strategies.

Involved in Daily status and standup calls or scrum meetings with Business Analyst and team members.

Involved in Internal team meetings and preparation of MOM documents and following up on action items.

Involvement in Creation of validation rules to implement business logic validation.

Involved in development of user stories and Defect fixes.

Responsible for Creation of Soap, Rest services and Queue processing and job schedulers for back ground processing.

Supporting for production deployment with release management teams.

Designing class structures, application frameworks, and data models.

Creation of Activities and steps for business logic implementation.

Worked on developing User Interface with Sections, Flow and Flow Actions.

Participates in walkthrough reviews of specifications and technical designs.

Worked with different tools like tracer/Rules Inspector for troubleshooting the issues.

Environment: PRPC 7.2, Windows 10, SQL Server, REST, JIRA.

Client: Highmark Health Solutions (Wyoming, USA) Aug 2015 - June 2019

Role: Pega Developer

Project: Utilization Management

Description: Utilization Management is platform application where healthcare insurance provider can make a decision to approve or deny on a request raised by patients or provider based on the appropriateness and medical necessity of health care services, procedures, facilities according under the provisions of an applicable health insurance plan. And communicating the approval/denial status to the members and providers through calls, faxes and letters.

Responsibilities:

Client interaction to define and gather business requirements and providing appropriate technical consultancy.

Involved in Designing High Level Class structure, Workflows and Rule sets in Pega PRPC.

Providing solutions to client on enhancements/improvements that can be managed well-within Pega boundary.

Created skill rules to name and set proficiency rating ranges for a user skill.

Used SLAs to assign and escalate tasks based on priority. Tasks are assigned to associates by considering various criteria like task type, availability, current assignment workload etc.

Created unit test plans and test cases to test and coordinated daily work with offshore delivery team.

Provides high level estimates for the new enhancements and defects in every release.

Works closely with members of the development and QA teams to review requirements and implement solutions.

Developed and configured Sections, Layouts, Views, and Harnesses for cases using Cosmos templates.

Implemented UI components using the Cosmos design system.

Involved in end-end life cycle of Application Development.

Oversee overall systems testing and the migration of platforms and applications to production.

Understood the current Business Requirement Configuring intents and interaction driver.

Assure quality, security and compliance requirements are met for supported area.

Verify program logic by overseeing the preparation of test data, testing and debugging of programs.

Defined the overall UI architecture strategy for the project using Cosmos UI.

Environment: PEGA PRPC 7.2, JIRA, Splunk, Postman.

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