Summary
Overview
Work History
Education
Skills
Certification
Awards
IT Experience
Timeline
Generic

Divya Nugala

Hillsborough,NJ

Summary

Visionary Director of Operations & Competency with over 16 years of IT experience, including 7+ years of hands-on and strategic leadership in the Salesforce ecosystem. Deep cross-cloud expertise in Sales Cloud, Service Cloud, Experience Cloud, CPQ, and DevOps with a proven track record of building scalable teams, delivering complex enterprise solutions, and aligning CRM strategy with business goals.


  • Salesforce Practice Leadership: Built and scaled a 50+ member Salesforce competency in a startup environment. Designed structured learning paths for Admins, Developers, and CPQ/Cloud specialists, fostering real-world project readiness and delivery excellence.
  • Cross-Cloud Delivery Expertise: Delivered enterprise-wide implementations across Sales Cloud (lead-to-cash), Service Cloud (omnichannel, knowledge, digital engagement), Experience Cloud (external portals), and CPQ (volume-tiered, usage-based, amendments) tailored to global business models.
  • Einstein & Agent Productivity: Implemented AgentForce and Einstein AI features like Bots, Case Classification, and Next Best Action to drive automation, improve triage, and increase agent efficiency.
  • Platform & Security Architecture: Strong command of data security modeling, Lightning Flows, Dynamic Forms, and release impact assessments to improve UX and maintain platform integrity. Managed MFA, SSO, and Hyperforce transitions for secure, compliant environments.
  • DevOps & CI/CD Governance: Managed robust Copado CI/CD pipelines, ensuring smooth deployments, rollback readiness, and minimal business disruption across environments.
  • Hands-on Technical Expertise: Proficient in Apex (Triggers, Classes, Batch), REST/SOAP APIs, and integration design. Extended platform functionality through custom development and scalable architecture patterns.
  • Trusted Executive Partner: Served as Single Point of Contact (SPOC) and advisor for CXO-level stakeholders, driving alignment between technical execution and business strategy across multiple high-visibility programs.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Technical Project Manager

Anthology
11.2024 - Current
  • Led the full implementation of Salesforce CPQ, optimizing pricing models, product rules, and approval workflows.
  • Led code optimization, refactoring legacy workflows to Salesforce Flows, enhancing system performance and scalability.
  • Ensured smooth stakeholder communication to resolve technical challenges and maintain client satisfaction throughout the project lifecycle.

Director of Operations & Competency

4CECloud Labs
08.2022 - Current
  • Dual Role – Salesforce Operations Lead for Wiley and Technical Project Lead for Anthology
  • Key Responsibilities:
  • Salesforce Practice Leadership: Spearheaded the growth and scaling of the Salesforce competency, leading the hiring, training, and professional development of a 50+ member team.
  • Pre-Sales & Stakeholder Engagement: Led pre-sales activities for clients, including requirement gathering, demos, and proposals. Secured major deals like RadNet (Service Cloud) and Lytx (Knowledge Portal).
  • Cross-Functional Team Management: Directed cross-functional teams (onshore/offshore) for successful Salesforce implementations, ensuring stakeholder alignment and quality delivery.
  • Operational Excellence: Established streamlined processes and frameworks to improve project timelines, quality, and client satisfaction.

Salesforce Operations Lead

Wiley
08.2022 - Current
  • Led Salesforce operations for 2,000+ users, ensuring platform stability and managing configuration, release, and deployment processes using Copado CI/CD pipelines.
  • Managed Experience Cloud sites, including Einstein Bots, Live Chat, and Knowledge Portal, improving user engagement and support efficiency.
  • Led integrations with SAP, TIBCO, Five9, and others, ensuring seamless data flow across systems.

Lead Consultant for Blackboard

4CECloud Labs
09.2022 - 03.2023
  • Designed and implemented Salesforce-JIRA integration to improve issue tracking between Salesforce and JIRA.
  • Enhanced Salesforce Service Cloud processes by managing Email-to-Case, Milestones, and Escalation Rules to ensure operational efficiency.

Education

Graduation - Electronics and Communications (ECE)

JNTU University

Skills

  • CRM: Salesforce (Sales Cloud, Service Cloud, Experience Cloud, CPQ, Forcecom platform)
  • Development: APEX
  • DevOps: Copado, GIT, Flossum
  • Tools: Jira, Service Now, JSM
  • Languages/Databases: APEX, SQL, PL/SQL
  • Data Migration Tools: Data Loader, Workbench, Salesforce Inspector
  • Integration Technologies: REST APIs, SOAP APIs
  • Data Management: Salesforce Data Architecture, Data Modeling
  • Analytics: Salesforce Reports & Dashboards, Einstein Analytics (Tableau CRM)

Certification

  • Certified Scrum Master
  • Salesforce Certified Administrator
  • Salesforce Platform Developer I
  • Salesforce Service Cloud Consultant
  • Salesforce Sales Cloud Consultant
  • Salesforce Community Cloud Consultant
  • Salesforce CPQ Consultant
  • Salesforce Certified AI Associate
  • Copado Certified Administrator
  • ITIL V3 Certified
  • Microsoft Certified Professional MCP
  • Symantec Certified Specialist in Symantec Management Platform

Awards

Recognized as Best Employee of ITC for the year 2015

IT Experience

  • Director of Operations & Competency, 4CECloud Labs (Jan 2024 – Present)
  • Salesforce Operations Lead, 4CECloud Labs (Aug 2022 – Jan 2024)
  • Technical Lead, Blackboard Support Project, 4CECloud Labs (Aug 2022 – Jan 2024)
  • Salesforce Operations Manager, 4CECloud Labs (Aug 2022 – Jan 2024)
  • Lead Consultant, Virtusa (Jan 2020 – Aug 2022)
  • Project Lead, Tech Mahindra (Jan 2018 – Oct 2018)
  • Account/SME, IBM (May 2016 – Dec 2017)
  • Senior Technical Consultant, ITC India Pvt Ltd (Dec 2012 – May 2016)
  • Service Delivery Consultant, HP Global Soft Pvt Ltd (Oct 2010 – Dec 2012)
  • Associate IT Consultant, ITC India Pvt Ltd (Jul 2008 – Oct 2010)

Timeline

Technical Project Manager

Anthology
11.2024 - Current

Lead Consultant for Blackboard

4CECloud Labs
09.2022 - 03.2023

Director of Operations & Competency

4CECloud Labs
08.2022 - Current

Salesforce Operations Lead

Wiley
08.2022 - Current

Graduation - Electronics and Communications (ECE)

JNTU University

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Divya Nugala