ARUN PRAKASH RAJENDRAN

• Architected and transitioned integrations from synchronous to asynchronous mode for contact, address, and order creation processes using MDM (Reltio), Salesforce, EBS, and Kafka middleware.
• Developed custom BUI add-ins for Agent Console, enabling order booking in EBS, order history access, and chat message integration within OPA interviews.
• Customized Customer Portal for advanced features, including chat, online courtesy order placement, and data export capabilities.
• Designed and executed contact merge processes to maintain data integrity.
• Integrated Genesys softphone/IVR within Oracle Service Cloud for seamless telephony operations.
• Integrated OSvC with the Mindtouch KB system, enabling SSO and IdP setup for unified knowledge access.
• Led the RPA provisioning and de-provisioning project for Oracle Service Cloud.
• Built secure SSO integrations for the Customer Portal with external systems.
• Architected and implemented integrations for Contact, Address, and Account between Salesforce and EBS.
• Enhanced OPA interviews to allow dynamic behavior control via configuration.
• Optimized internal knowledge base workflows, including approval flows for content creation.
• Delivered multilingual customer portal implementations for global user accessibility.
• Redesigned data structures for optimal storage and elimination of redundancy.

• Architected and enhanced the support management system, improving operational efficiency and customer experience.
• Implemented an ADA-compliant customer web portal, ensuring accessibility and compliance with regulatory standards.

• Designed and implemented HR Case Management System architecture from scratch using Oracle Field Service Cloud.
• Integrated Oracle Digital Assistant AI chatbot to provide automated HR support for associates.
• Built secure SSO integrations with MS Azure and WebEAM tools, enabling seamless login for HR teams and associates.
• Developed batch integration from SAP to OSvC, ensuring accurate and timely data synchronization.
• Integrated Genesys softphone into Oracle Service Cloud for inbound and outbound call handling.
• Conducted Train-the-Trainer sessions, enabling smooth adoption and knowledge transfer.

• Architected a multilingual Customer Portal, leveraging Google AI translation for real-time language support.
• Redesigned the mobile app architecture to utilize Oracle Service Cloud sessions for a secure and seamless user experience.
• Implemented an ADA-compliant UI redesign for the Customer Portal, aligning with accessibility and branding standards.

• End-to-end implementation of the online assessment appeals system from scratch on OSvC.
• Delivered end-to-end implementation of the Online Assessment Appeals System from concept to deployment.
• Designed OPA interviews and workflows for filing appeals online, integrated with the Customer Portal.
• Developed .NET add-ins for hearing committee scheduling and multi-file upload functionality.
• Integrated DocuSign for instant digital signatures on appeals.
• Created dashboards and automated reports, including scheduled batch jobs integrated with the legacy property management system (AIMS).

• Proposed and implemented the Oracle CTI media bar upgrade using Cisco Finesse APIs.
• Integrated XMPP with Cisco Finesse for advanced call handling (incoming, transfers, and conferences).
• Delivered resources and project plans, and led executive-level steering committee meetings.

• End-to-end implementation of Oracle Sales, Service, Field Service, CPQ, and ERP Cloud. Cloud systems integration.
• Architected Oracle Sales Cloud implementation, integrated with Oracle Field Service, CPQ, and ERP Cloud.
• Designed an end-to-end technical solution for HVAC maintenance business processes.
• Built custom integrations via ICS middleware, and implemented secure payment gateway solutions.
• Developed a customer portal with Google Maps integration for location-based service scheduling.
• Executed large-scale data migration from legacy systems.

• Implemented Oracle Service Cloud, integrated with Salesforce and Google Maps, for case management.
• Developed location-based service features using the Google Maps API.
• Delivered seamless case management workflows, integrated with Salesforce CRM.

End-to-end implementations of Oracle Service Cloud CRM.

• Real-Time Integration: Designed and implemented custom add-ins for seamless real-time integration between Oracle Service Cloud, E-Business Suite, Customer Data Hub, and payment systems via SOA middleware—enabling one-click customer creation and automated order/BSA processing.
• Payment Integration: Delivered secure payment authorization workflows using Vantiv tokenization, ensuring PCI compliance, and enabling reusable payment profiles for future transactions.
• Business Rules & Workflow Automation: Developed advanced business rules to enforce order holds, tiered escalation, and supervisor approvals; created reporting dashboards for monitoring, and exception handling.
• Batch Interfaces & Data Migration: Engineered batch interfaces for high-volume data exchange between OSC and external systems via SFTP; managed imports and exports of customer, order, and marketing data, ensuring integrity and performance optimization.

• Delivered end-to-end OSvC implementation, integrated with EBS and inventory systems.
• Developed PHP forms and USPS API integration for real-time address validation.
• Built custom workflows and objects for service referrals and goodwill orders.
• Created highly customized knowledge bases and self-service portals for customers and agents.

• Implemented proactive and conditional live chat on customer portals.
• Developed chat syndication widgets for external websites, and routing rules for chat queues.
• Integrated knowledge base search and SSO for an enhanced user experience.

• Developed dynamic Customer Portal pages to enable product registration, and service/repair functionality.
• Integrated Oracle Service Cloud with the Oracle database via web services to fetch device details and offers using IMEI.
• Implemented Cybersource payment gateway integration for secure payment authorization.
• Integrated FedEx web services for scheduling device pickup and return deliveries.
• Created custom ConnectPHP and ROQL queries for data access and updates within Oracle Service Cloud.
• Designed custom processes for creating, updating, and deleting operations on standard objects.
• Enhanced Agent Console with desktop integration for advanced incident management features.
• Built custom tables and fields to store additional data for business processes.
• Implemented conditional chat syndication widgets on external portals for proactive engagement.
• Configured business rules for routing incidents and chats to appropriate queues.
• Enabled knowledge base search functionality within the Customer Portal for improved self-service.
• Implemented PTA/Single Sign-On from external applications for seamless user access.
• Configured workspaces and profiles for agents, and content management teams.

• Attended hands-on training on Salesforce.

Partnered with the Service Cloud product's professional services team, we delivered different types of work listed below:

• Delivered enhancements and customizations for multiple customers across diverse CRM implementations.
• Developed PHP scripts and business rules for external event handling (creating, updating, and deleting incidents, contacts, and answers).
• Built mass import/export scripts and automated scheduling using shell scripts and CRON jobs.
• Customized customer portal pages to meet client-specific requirements and branding.
• Implemented PTA (Single Sign-On) integrations from external applications for secure access.
• Designed web service integrations for seamless data exchange with external systems.
• Developed JavaScript-based desktop integrations to extend agent console functionality.
• Assisted in the customization of survey and mailing functionality for targeted campaigns.
• Led RightNow CX system upgrades, including reverse engineering customizations for migration to a managed framework.
• Converted deprecated functions and SQL queries to ROQL/ConnectPHP for compliance with new standards.
• Redesigned external event processes to align with updated platform architecture.
• Created business rules, workspaces, and configuration settings for optimized system performance.

• Customizing Customer Portal pages to create a scripting management system used by businesses to create scripts to be followed by agents that give an interactive story flow designed for every customer response.
• Mass import of data in custom tables, input supplied as a CSV file from an external system.
• Customizing customer portal pages to create media events, this is used to create television events as per the media events data.
• Pricing and other details associated with every media event will be maintained in the media events custom table.
• Integration with an external system for postal ZIP code lookup, to be used by agents to check whether the customer's address falls within the delivery location of GRC.
• Creating business rules for incoming emails responded to by users through the marketing emails.

• Developed the Case Management application (CSOne) on Salesforce.com to enable Cisco Service Engineers to register and resolve client cases efficiently.
• Designed and customized front-end UI using Visualforce, and implemented back-end operations with Apex for robust functionality.
• Delivered a cloud-based solution that strengthened customer relationships and improved service continuity for Cisco clients.