SUMMARY

• Overall 9+ years in Software Development (Web, Android, and IOS). with 5+ years of experience working on Oracle Cloud CX Solutions
• Experienced in implementation, customization, and integration of cloud - based CRM Oracle B2C Service Cloud (Rightnow), Intelligent Advisor (OPA) and Oracle Field Service Cloud (TOA).
• Handled 5+ Oracle Cloud CX implementations since 2016.
• Extensive experience in administrating and maintaining the contact center solution using Oracle B2C Service Cloud implementations.
• Configuring the agent desktop and automating business processes using contextual workspaces, workflows, agent scripting and business rules and customizing standard customer portal pages as well as building custom functionality in Customer Portal.
• Experience in implementing, configuring, integrating, managing, and supporting Oracle Field Service Cloud Application.
• Experience in Design and Development of interviews using word and excel plugins for OPA.
• Integrated OPA with Oracle B2C Service Cloud.
• Experience in deploying OPA rule bases in a large integrated environment.
• Employing problem solving, decision making and risk management skills effectively and efficiently.
• Requirement analysis, Developing the design, coding for the iOS & Android project.
• Have experience in developing applications for android operating system using Android SDK, Java, XML and ADT plug in
• Have experience in developing applications for iOS operating system using Swift
• Have experience in developing web application using Zend framework.
• Have experience in designing and developing adaptive UI components, Widget for Android & iOS phones with different screen resolutions
• Have experience in local storage using SQLite, Session Manager
• Have experience in Subversion Code Management System and Git
• Have experience in Facebook SDK, Google maps, Paytm payment gateway integrations, FirebaseCloudMessaging, Git, S3Bucket, Google Volley, Retrofit, Alamofire
• Have experience in services, Broadcast receiver, background methods
• Capability of suggesting ideal approach to implement business requirements.
• Adaptability and flexibility to work on new technologies as required.
• Ability to learn things quickly and putting learnt skills to work in a short span of work.
• Adept at quickly adapting to new environments, new technologies and facing new challenges
• Good Knowledge in Debugging and Error Identification
• Have perform end user testing with multiple emulators/real devices in various screen resolutions / orientations. Handle exceptions in case of App Crashing etc. and Reviewed code
• Have worked on Testing Tool Development

TECHNICAL SKILLS

Oracle Field Service Cloud: Resource/User/Capacity management, Designing Forms, Edit view screen, Filters, XSLT, Message Scenario, Plug-InOracle Policy Automation Web Interviews, Inclusions, Checkpoints, Collaboration, JavaScript interview extension, Data Mapping, Dynamic Data Load

Oracle Service Cloud: Object Designer, Workspace/Workflow/Agent Script, Profile, CP, CPM, Chat, Business Rule, BUI extension, Custom Script, Report, REST API

Languages: PHP, JavaScript, jQuery, Vue Js, HTML, CSS, Core Java, Android SDK, Swift, Knowledge in J2EE

Development environment: Eclipse, Android Studio, XCode

System Environment: PHP, HTML, CSS, JavaScript, jQuery, MySQL, Apache

Frameworks: Zend

Operating System: Windows and Mac OS

Configuration Management: Subversion (SVN), Git

Defect Management: Bugzilla

Business Domain: Automobile, 311 services, State License, Vehicle Pooling

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

Oracle Service Cloud Consultant

Responsibilities:

• Creating and modifying Technical Design Document.
• Involved in Business Development activities by working on proposal responses and building PoCs.
• Worked on implementing the solution with team members.
• Configured Profile, imported Accounts using the REST API in POSTMAN.
• Configured reports as per business need.
• Developed various BUI Add-ins for customizing Agent BUI console.
• Working on Business Rules, Workspaces and Workflows, Knowledgebase management and Process Designer
• Combined Business Rule and CPM to route the Incident to proper agent and escalate accordingly.
• Worked on designing web portal using OPA screens.
• Wrote rules in OPA to show different screen and attributes based on user issue and location.
• Heavily customized the OPA using extension to change the basic layout of the interview.

Confidential, Albany, NY

Project Lead

Responsibilities:

• Creating and modifying Technical Design Document.
• Involved in Business Development activities by working on proposal responses and building PoCs
• Worked on implementing the solution with team members.
• Configuring OFSC to allow dispatcher assign activities to field tech.
• Created Plug-In to allow custom functionalities which are not supported by OOTB.
• Integrated OSvC with OFSC suing REST API.
• Created script in Postman to import Resources/Users in OFSC.
• Worked on BUI Add-ins to run contact/Incident duplication validation.
• Worked on Business Rules, Workspaces and Workflows, Knowledgebase management and Process Designer.
• Combined Business Rule and CPM to route the Incident and send the information to OFSC using REST API.
• Worked on designing web portal using OPA screens.
• Wrote rules in OPA to show different screen and attributes based on user issue and location.
• Developed interview extension to integrate OPA with GIS, so location and other info (maintenance area, ward, zone) of the city can be captured to determine the flow.
• Heavily customized the OPA using extension to change the basic layout of the interview.

Confidential, New York State

Oracle/OPA Developer

Responsibilities:

• Working directly with business to frame solution within OSC and OPA based on requirements.
• Created internal POC to validate all Business requirement.
• Architected data mapping between OPA and OSvC.
• Wrote OPA rules to design complex interview
• Created Custom control on OSvC to add dynamic help text (configurable in OSvC), custom menu fields and to integrate third party API for validation like Org Name check in New York state.
• Designing the custom code to save OPA data in JSON format as limitation on OSvC prevents creation of more than 200 custom object.

Confidential

Oracle Developer

Responsibilities:

• Worked directly with business to frame solution within OSvC, OFSC and OPA.
• Created database and user flow diagram.
• Architected data mapping between OPA and OSvC, OFSC and OSvC.
• Configured OFSC as per business requirement.
• Created real time integration between OSvC and OFSC using OSvC CPM and OFSC Message Scenario.
• Created custom Plug-In in OFSC to allow Field Tech search Bus information by Vin number which is stored in OSvC.
• Created POSTMAN collection with multiple scripts to import all backend components of Oracle Field Service Cloud like Properties, Resource, User, Work Zone, Work Skill, Work Schedule.
• Wrote OPA rules to design complex interview.
• Have customize OPA using Interview Extension to add dynamic help text, field level validation, custom look and to consume external API for data inflow.
• Have used dynamic data load along with Extension to pull filter data from OSvC.
• Wrote the extensive OPA rules to do auto approval based on the business logic.
• Used BI publisher in OOTB OPA form to show the report in summary page and an option to download it as pdf/excel.
• Created interview Extension to add search functionality in OPA and to consume external web-service for warranty check as per requirement.
• Designed the warranty\Repair\Recall form using OPA interview, so end-user can submit the claim.

Confidential, Auburn Hills, MI

OPA Developer

Responsibilities:

• Understanding customer requirements and creating Business requirement document.
• Creating and modifying Technical Design Document.
• Developing the solution as per the technical design document.
• Development of schema changes to current paradigm with suggestions for best approach
• Defect troubleshooting along with creating test cases and test scripts
• UX redesign of OPA interviews
• Implementing 7 new interfaces to allow end-users to chat, search knowledgebase and give feedback based on brand.
• Configuring the agent console by creating custom workspaces, custom reports, profiles, chat queues, email configuration, and business rules.
• Creating integrations between Oracle RightNow and client product to transfer incident detail created from chat to client tool.

Confidential

Senior Developer

Responsibilities:

• Requirement analysis and documentation preparation
• Implementing UI screens
• Handling of User Inputs
• Handling of UI element events
• Debugging
• Manage the response at client side.
• Code review
• Uploading build to Play Store and App Store
• Coding with PHP and JavaScript
• Creating REST API services for Android/iOS
• Database Designing and Programming.