Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

SARFRAZ NAYEEM

Redondo Beach,United States

Summary

Experienced Architect with over 20 years of experience and 10+ years of experience delivering scalable Salesforce/Mulesoft/Microservices solutions. Seasoned Salesforce /Mulesoft /Java Architect with over 10 +years of Salesforce CRM experience, specializing in scalable enterprise architecture, system integration, and cloud computing. Proven track record of leading cross-functional teams in Agile environments to deliver high-impact CRM solutions. Expert in designing intuitive, performant Salesforce applications and aligning architecture with business goals. Strong communicator and hands-on leader with deep technical and strategic acumen. Responsible for successful delivery of multiple Salesforce projects in DIRECTV for 25k Residential agents, Commercial agents, and CARE technician agents. (Applications supported Residential ASM, Commercial CRM, Net 360 )which were all built in Salesforce. Deep Expertise in AT&T CRM(LS-CRM)/Ordering (LS-OMS) and Billing systems along with legacy DIRECTV systems (SalesCRM/Middleware/RIO/STMS).

Overview

17
17
years of professional experience
1
1
Certification

Work History

Principal System Engineer

AT&T Technology and Operations
El Segundo, CA
01.2021 - Current
  • Architected and designed a Genesys based telephony routing solution for 85k AT&T agents using Avaya/Genesys/ CORAL desktop solution, providing performance-based call routing for agents.
  • Successful Migration of 10k Broadband agents from Cisco to Genesys framework.
  • Developed and deployed Salesforce APIs for seamless communication between systems, ensuring high-quality integration and operational efficiency.
  • Designed and implemented end-to-end Salesforce features in Lightning and Apex across Sales Cloud and Service Cloud.
  • Led environment management strategy for multi-org setup, improving deployment accuracy by 90%.
  • Developed custom Salesforce solutions in Sales and Service Cloud, including workflows, custom objects, Apex code, and Lightning components.
  • Collaborated with business analysts and stakeholders to turn complex business requirements into scalable Salesforce solutions.
  • Led performance testing and tuning efforts of integrated applications in the digital BSS stack to bring it from 10 seconds to 3 seconds.
  • Lead technical architect for architecture, development, support and performance of the Digital BSS stack.

Principal Solution Architect

AT&T Network Analytics and Automation
El Segundo, CA
01.2017 - 01.2021
  • Oversaw the technical aspects of Salesforce Service Cloud/Sales Cloud and Order Management Systems, leading a team of 10 resources across multiple geographies.
  • Implemented innovative workflow automation, significantly increasing operational efficiency.
  • Integrated Salesforce with external systems using Salesforce APIS/ SOAP/REST APIs and iPaaS tools.
  • Collaborated with cross-functional teams (sales, engineering) to ensure the system meets quality and performance requirements.
  • Ensured that client demo and application setup meet requirements and engage with the sales team for environment design.
  • Technology Stack: Salesforce Service Cloud, Sales Cloud, Salesforce, Azure, Azure DevOps.

Application Architect

DirectTV
El Segundo, CA
01.2008 - 01.2017
  • Led the implementation of Salesforce as the Application Owner/Architect for DIRECTV, ensuring seamless integration and optimal performance.
  • Responsible for successful delivery of multiple Salesforce projects in DIRECTV for 25k Residential agents, Commercial agents, and CARE technician agents. (Applications supported Residential ASM, Commercial CRM, Net 360 )which were all built in Salesforce.
  • Experience with Contact Center and telephony environments. Worked on IVR/Avaya/CORAL/CISCO ICM/Genesys frameworks in DIRECTV and AT&T.
  • Responsible for architecture/design and successful delivery for the Next Generation Call center telephony solution using IVR/Avaya/Genesys for 2000 + acquisition Video agents in DIRECTV in 2015.
  • Designed and executed a groundbreaking Unified CRM using Salesforce, streamlining workflows across 10 applications for agents. This innovation resulted in substantial savings of $20 million for DIRECTV, while eliminating the need for swivel chair operations. This provided 360 degree view about the customer and improved agent efficiency.
  • Demonstrated exceptional skills in managing Campaign Management, Prospect and Call Management, Commercial CRM, and Net 360 applications (Sales Cloud/Service Cloud) for DIRECTV.
  • Led the end-to-end design, development, and delivery of a highly effective Case Management Solution using Salesforce, enhancing customer support and satisfaction.
  • Integrated Salesforce with multiple third-party systems, including Marketo and other marketing automation tools, enhancing operational efficiency.
  • Technology Stack: Salesforce (Prospect, Call, Campaign) management, Salesforce CTI Cisco, Genesys, Java 1.6, JavaScript, Force.com platform, Apex Classes, Visual Force Pages, Controllers, Custom Objects, Custom Tabs, Email Services, Workflow & Approvals, Reports, Security Controls, SOAP, WSDL, Apex Dataloader, Next Gen Genesys routing.

Education

Master of Science -

Southern Illinois University
Carbondale, IL
04.2004

Bachelor of Engineering - Electronics and Communication

University of Madras
Chennai, India
05.2000

Skills

  • Team Management
  • Salesforce Architecture
  • Project Management
  • Scrum Methodology
  • Product Ownership
  • JIRA
  • Salesforce Sales/Service Cloud
  • Apex Code, LWC, Lightning components, Flows
  • Product Management
  • GDPR compliance
  • Salesforce development and administration
  • Salesforce DevOps & CI/CD
  • Salesforce Platform Architecture (Sales, Service, Service Cloud)
  • Certified Architect
  • Apex, LWC, Visualforce, Flows, SOQL/SOSL
  • API Integrations (REST, SOAP), Event-Driven Architectures
  • Cloud Platforms: AWS, Heroku, Azure
  • CI/CD, DevOps, Git, Jenkins, Copado
  • Agile/Scrum Leadership & Stakeholder Communication

Certification

  • Salesforce Certified Application Architect
  • Salesforce Platform Developer I & II
  • Salesforce Integration Architecture Designer
  • AWS Certified Cloud Practitioner, Azure DevOps, Azure architect
  • Scrum Master Certified (CSM), ReleaseTrainEngineer, SaFE Agilist, PO/PM

Languages

English

References

References available upon request.

Timeline

Principal System Engineer

AT&T Technology and Operations
01.2021 - Current

Principal Solution Architect

AT&T Network Analytics and Automation
01.2017 - 01.2021

Application Architect

DirectTV
01.2008 - 01.2017

Master of Science -

Southern Illinois University

Bachelor of Engineering - Electronics and Communication

University of Madras

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