Nirosha Manyam

Description : Schneider Electric specializes in RPDU and UPS systems, critical for reliable power distribution and backup in data centers. The APC website, owned by Schneider Electric, serves as a hub for product information and support. As a developer, we integrate Salesforce CRM with APC's systems, enabling streamlined management, automated workflows, and enhanced customer experiences.

• Designed and developed Salesforce applications or modules to integrate with RPDU and UPS systems, enabling seamless communication and data synchronization between Salesforce and these products.
• Customized CRM system within Salesforce to manage product data, configurations, and customer-specific information effectively.
• Integrated front-end interfaces, developed using HTML, CSS, JavaScript frameworks, with Salesforce's Lightning Experience UI, ensuring seamless user experiences within Salesforce platform.
• Integrated Salesforce with monitoring and diagnostic systems related to devices, using RESTful APIs or middleware, to gather real-time device data and enable proactive maintenance.
• Utilized Process Builder, Flows, and Apex triggers to automate business processes, case management workflows, and data handling within Salesforce related to automated notifications for maintenance, device alerts, or order processing.
• Developed various Apex Classes, Triggers, Controller classes and methods for functional needs in application compatible with lightning.
• Implementation of Batch Classes, Scheduled Classes as part of business requirement.
• Implemented and maintained unit tests, regression tests, and automated testing frameworks within Salesforce to ensure code quality and minimal disruption to applications.
• Configured Service Cloud functionalities specific to devices, such as case management, warranty tracking, and support ticket handling, streamlining customer support processes.
• Developed custom reports, dashboards, and visualizations within Salesforce to provide insights into RPDU / UPS product performance, usage statistics, and customer-specific analytics.
• Managed Salesforce deployments using tools like Salesforce DX, ensuring version control, sandbox management, and smooth deployments between environments.
• Created Salesforce 1 mobile apps using JS, Apex and Visual force.
• Actively participated in analysis, design, development, and testing phases of Software Development Life Cycle (SDLC), adhering to Agile methodologies like Scrum, contributing to sprint planning, estimations, and retrospectives.
• Utilized Git as version controller and Jira for bug tracking, ensuring effective collaboration and issue resolution.

Description : Implementing Salesforce Service Cloud to unify customer interactions across online, in-store, and mobile channels for seamless experiences.

• Developed and customized case management functionalities using Apex code, Visual-force, and Lightning components to tailor case assignment rules and workflow automation, ensuring efficient case resolution.
• Configured and implemented complex routing rules using Salesforce technologies (Apex, Visual-force), enabling efficient distribution of incoming inquiries across multiple communication channels. Set up and customized Live Agent for real-time support.
• Utilized Apex programming and declarative tools to implement Email-to-Case and Web-to-Case functionalities, automating case creation based on incoming emails or web submissions.
• Developed and configured live chat functionality, defining chat buttons and customizing chat features using Apex and Lightning components to provide real-time customer support.
• Designed and developed custom reports and dashboards using Salesforce's reporting tools, presenting service metrics, agent performance data, and customer satisfaction metrics for better insights.
• Implemented and organized knowledge base articles using Salesforce Knowledge, defining article types and categories to ensure easy accessibility and navigation for agents and customers.
• Designed and implemented Case Assignment Rules to direct cases to appropriate groups and wrote Case Escalation Rules based on timeframes using Apex triggers and workflows.
• Experience in administration setup like managing users, security controls, and data as well as creating roles, profiles and permission sets.