CRM Project Lead - Conduent - USA
(2023-05 - 2025-11)
The project involved the implementation and enhancement of a Vector-based Siebel Toll Application for a Bay Authority Transport organization to support end-to-end toll management and revenue collection operations. The objective was to build a centralized, scalable CRM and transaction management platform capable of handling high-volume toll transactions, customer accounts, billing, and enforcement processes.
- Defined project scope, timelines, milestones, and budgets, ensuring on-time and within-budget delivery.
- Coordinated with business stakeholders, functional consultants, technical teams, and vendors to align CRM solutions with business objectives.
- Oversaw Siebel configuration and customization including workflows, business components, applets, and scripts.
- Managed Siebel integrations with external systems (Billing, ERP, Middleware) using EAI, web services, and batch interfaces.
- Led testing phases (SIT, UAT, Regression), tracked defects, and ensured quality sign-off before production releases.
- Managed change requests and release management, performing impact analysis and coordinating production deployments.
- Directed onsite–offshore teams, resource planning, capacity management, and vendor performance.
- Prepared and presented weekly/monthly project status reports and steering committee updates.
Siebel Consultant - CGI - Canada
(2021-05 - 2023-10)
Bell MTS Inc. (formerly Manitoba Telecom Services) is a subsidiary of BCE Inc. that operates telecommunications services in Manitoba. Bell MTS operates an IPTV service, Bell MTS Fibe TV (formerly MTS Ultimate TV) and cable television service. Bell CR Implementation is a project for Regular enhancements and improvements along with defect fixing which goes into Siebel system on regular intervals based on scope and size, as part of this implementation we work on different project/Change Request/Defects as per the business priority.
- Responsible for Implementation of Credit Evaluation for the customer and build Outbound Webservice to fetch records based on the Conditions and updated the same into Custom table and customized the UI Interface.
- Responsible for implementation of IDM solution to support centralized user access management tool for Bell using Siebel EAI Web services and related tools which involves design and conversion of functional requirements into technical design. The solution has been implemented using tools such as Siebel Business Services, Workflows, Data maps and Web services in Siebel.
- Responsible for implementation of Siebel interface changes for Order Journey to support AIA architecture changes, which involves using tools such as Siebel Integration Objects and other Business Layer configuration changes.
- Responsible for Implementation of new API using Siebel Web services, Business Service, Siebel eScript.
- Responsible for Defect fix of different categories which uses tools such as Siebel EAI, Workflows, scripting, Configuration of Siebel objects and Product Configuration.
Siebel CRM Technical Consultant - Knot Solutions Pvt Ltd - Saudi Arabia
(2019-04 - 2021-12)
Zain is a telecom provider Offering broadband, interconnection and Satellite services for businesses, consumers and wholesale segments of the Saudi market. As part of this project Wipro supports a complete oracle suit implementation consists of Siebel CRM, oracle BRM, AIA and OSB to replace their legacy system on old platforms to facilitate new features to workforce as well as consumer fraternity, as part of Siebel CRM implementation, involved in the technical implementation of life cycle of quote and order journey of a customer and support data migration solution implementation from Source system to Target CRM system.
- Responsible for gathering business requirement from respective business stake holders translating to functional design. Preparing detailed design document and briefing solution to development and Quality Assurance team.
- Review Low-level design and code validation.
- Conducting End user trainings to demonstrate new features of the released product.
- Deployment planning and post go live support.
- Worked on Integration development & BIP Reports
- Added New Enhancements and built custom View Tab based on the Create view DB query
- Modified Order Form Applet and added New Fields in Order header level and Add the field in Payload request.
Siebel Technical Consultant - Tech Mahindra Ltd - New Zealand
(2017-01 - 2019-03)
Spark Mobile is one of the Largest Mobile Operator in New Zealand has Implemented Siebel Order Management System, Which handles Order Capturing, Pricing, Product Catalogue, Order provisioning happened in Order Management System(OM) and Customer Billing Details handled in Single View and Siebel Has Interact with Single View and OM and Portal Applications.
- Fixing the Incidents based on the BMC Remedy and Pulled the Incident and assign the Team and get it down
- Providing functional and Technical support to other Teams while working on Incidents
- Handled data related issues and fixed Production environment
- Analyzed and pulled EAI Logs using splunk Tool and Identified issue root cause and assigned to the respective team
- Enhanced the application based on the requirements and modified UI and Added New workflows and escripts
- Worked on eMail Enhancement for outbound communication manager.
- Modified Order Submit related workflow based on the Line of Business
Siebel Technical Consultant - Tech Mahindra Ltd - Canada
(2013-03 - 2017-12)
TELUS Mobile is one of the Largest Mobile Operator in CANADA has Implemented Siebel Trouble Ticket Management System, National (TCI), integrated trouble management system for TELUS Service Assurance, At present 4500 Customers are using this Application, It is in Production since 2003
- Customized Siebel Application Based on the New Project requirements
- Adding New Functionalities to the Existing Interfaces
- Adding New Configuration Changes to the Application.
- Designed Workflows, written escript & Business Service to attain business Requirements.
- Daily Handling Production Support Tickets.
- Resolving Daily Production Issues (Sev-02&Sev-03) Tickets.
- Release Management Co-Ordination with Other Systems
- Coordinate with Middleware team in development and supporting application.
- Resolving Performance related Issues
Siebel Technical Consultant - Tech Mahindra Ltd - USA
(2008-02 - 2013-03)
The Guardian Life Insurance Company of America a fortune 300 company, one of the largest and oldest mutual life insurance companies in the United States. Guardian operates one of the largest dental networks in the United States. The company has more than 5,400 employees in the United States and a network of over 3,000 financial representatives.
Guardian's GS, IM and Sales Toolkit departments access the Siebel application to track new opportunities, query transactions to view the Members Claims, Benefits, Eligibility for Dental and Medical products through the Siebel Application
- Planning the offshore tasks related to Siebel 8.1 upgrade.
- Comparing the differences between the Siebel 7.5 and 8.1.1 in order to successfully upgrade the UI.
- Resolving any issues/defects which arise during the phase of the post upgrade. Involved in Ticket resolving in Prod & Root cause analysis.
- Fixing the defects which occur in UAT before the Go Live.
- Involved in writing the escripts to fulfill the business requirements.
- Reconfigured Siebel applets, views, business components, business objects, links and pick lists (Static, Dynamic).
- Performed functionality mappings for external application and mapped external application's database columns into Siebel Base Table columns.
- Involved in Workflow design, deploy and policy.
- Configuring and Deploying Workflow's.
- Created Custom Components, Custom Workflow monitor agents.
- Invoking the Work Flow by Policies, Runtime Events.
- Created new IOs with user key and status key and synchronizing IOs with BOs.
- Implemented the state model functionality.
- Created a workflow which was used to handle the customer request of modifying order like changing the plan or package.
- I am responsible for doing peer review of the configuration work of the team.
- As a problem manager I am responsible for providing the solution of the problems and testing the solution in development environment.
- Modified the Siebel XML Hierarchy structure based on the Integration requirements
- Worked on Siebel CTI Related Issues
- Developed the New MQ Inbound Component after the Upgrade.
- Corrected the Integration Related workflows after the upgrade.
- Handled Integration related issues
