rajesh rijhsinghani

Development of next generation Customer 360 (part of Fusion CRM/Oracle Sales Cloud) using the latest in Web 2.0 technologies. CRM systems allow users to track their customers and to provide services to delight them. Customer 360 defines the holistic view of the customer using mashups from internal systems and external systems. Customer 360 is part of Common Components, which is responsible for delivering the complex common components required by most or all of CRM products – Sales, Marketing, Service and Contact Center. Responsible for the development activities of my team. The role included leading, mentoring and managing the team to ensure on time delivery of highest possible quality software. Responsible for building symbiotic relationships between development, product management and QA teams. Actively involved in defining requirements for new projects and specifying designs and developing software to those requirements. Involved in decisions impacting schedule and group operations of Product Development.

* Involved in multiple assignments ranging from CRM E-Business Suite R12 to Siebel 8.0/8.1 and then development of next generation CRM Fusion applications. * All of the assignments involved managing complex projects under tight deadlines. My strong interpersonal skills along with solid execution skills helped deliver high quality software, which was well received by customers. * Acted as the liaison between my team, QA and product management team to ensure smooth and effective communication. * Actively involved in interfacing with customers and resolving their issues promptly and effectively.

Responsible for delivery of Oracle Customer Care module, which is part of Oracle E-Business Suite 11i. Oracle Customer Care helps companies understand customers’ needs, and then use this knowledge to provide service that exceeds customer expectations. It provides a means for better understanding and interacting with customers using readily available sales, order management, support, service, billing, repair history, tasks, and contract management information. As a Development Manager, my role was to manage the development activities of the entire group. This included project planning and execution. Also, along with the Product Manager, I was responsible for product presentations. The role also involved handling customer escalations effectively, providing 24/7 support for show stopper issues in collaboration with Oracle Support and planning and producing patches of highest possible quality.

Involved in design and development of Contact Center using Oracle Forms 6i, SQL and PL/SQL. The Contact Center is a one-stop shop for all customer interactions and transactions. It empowers the agent with extensive knowledge about the customer and enables him to address the needs of the customer effectively. Contact Center is the central place for managing all customer information. The agent can view detailed information about the organization, contact, addresses and relationships for the customer and update the information as required.

Involved in design and development of ESP (Employment Services Program) for Dept. of Social Services, VA. The Employment Services Program (ESP) is operated by the Dept. of Social Services of the State of Virginia. It helps welfare recipients get training and education needed to secure employment. The project involved conversion of the system that existed on the Unisys 2200 mainframe in COBOL to use ORACLE as the underlying database and use of Unix Mapper as the front end. ERWin was used to facilitate database design and Mapper Relational Interface (MRI) was used as an interface between Unix Mapper and ORACLE.

Design & Development of Automated Insurance System (AIMS) for Universal Life Insurance Company (ULICO), Tennessee, USA AIMS was developed for ULICO on the Unisys U600 using MAPPER. The project involved re-engineering and enhancing ULICO’s entire existing batch oriented application into a user-friendly on-line system. Responsible for design, coding and testing of Home Office Payroll, Field Payroll, Field Accounting and Marketing modules. I was also responsible for System testing of Loans and Field Accounting modules. I also contributed by developing some utilities to enhance AIMS processing and aid in development of functions.

Building of an Automated QA tool to test Legent Communications Manager developed by Legent Corporation, USA Legent Communication Manager supports Application-to-Application Messaging that is independent of the OS environment and the transport protocol present. An automated QA tool was developed to test the functionality of the product. The tool was developed in REXX, which is a portable macro language. Responsible for the design, development and testing of the tool. I was also responsible to ensure the overall quality of the tool in the role of a quality coordinator. Conversion of Business Planning and Control System for Tata Information Systems Ltd. at Wipro Systems Ltd., Bangalore, India The Business Planning and Control system tool had been developed on the IBM – AS/400 machine using RPG. This tool was to be converted from RPG to ‘C’ on Unix platform. I was involved in the translation and unit testing of some portions of the package.

* Responsibilities: * Interfacing with APAC CRM customers for business critical issues and applying product knowledge to arrive at optimal solutions. * Driving the existing Asia Pacific (APAC) CRM customers to adopt the Product Strategy Roadmap. * Ensuring growth and success of Customer Experience (CX) Cloud APAC customers. * Maintaining and extending Oracle Installed Base customer’s investment in their Oracle solutions. * Generating up-sell and cross-sell opportunities for incremental solutions. * Protecting customers against competitors by providing compelling upgrade value propositions and ROI.

* Responsibilities: * Attain revenue targets * Support sales cycle * Manage team of resources in onshore and offshore locations and provide coaching and mentoring * Handle resource planning and staffing on projects * Manage product portfolio covering a broad range of technical services including customizations, integrations, data, analytics and performance optimization * Ensure project quality and customer success * Serve as escalation point for service engagements * Support new service offerings