Principal Advanced Services Engineer - Siebel
Oracle - Pakistan
Total years of experience :13 years, 7 Months
Recent 8/2011 - Present. Siebel CRM - Technical Lead at IBM for Mobilink Pakistan ( Gladiator CRM Project)
Assignment
s
Client Description: - PMCL (Mobilink Telecom) CRM Implementation
- Subscribers base: 36 million
- Siebel 7.8 (E-Communications)
- Projects: • MBL CRM AMS 5 (Jun 2013 - Onwards) Role: Technical Team Lead
• MBL CRM AMS 4 (Jun 2012 - Jun 2013) Role: Lead Developer
• MBL CRM AMS 3 (Aug 2011 - Jun 2012) Role: Technical Consultant
Responsibilities (Technical Team Lead): • Responsible for introducing enhancements in CRM to facilitate new functionality
Change requests (CR) raised by client.
• Architected and implemented more than 40 major successful CR (Change Request)
Release Cycles involving very complex level configuration tasks including creation of Order Management Workflows, Integration with Middleware / External Systems
via XML Messages and Inbound / Outbound Web Services and Virtual Business
Components (VBC) . Queue Profile creation, SRF compilation and deployment, etc.
• Highly involved in multi environment Deployments leading to PROD
• Involved in Post PROD defect resolution and 24/7 Support activities.
• Creating CR Define, Design, Technical Documents, Release Notes etc. Creating
comprehensive tasks sheets and assigning tasks to Team.
• Continuous communication with client via emails and meetings on multiple
ongoing Business Requirement threads at the same time, ensuring prompt
response, quality and availability.
• Enablement and technical training of new/fresh hires by imparting detailed
knowledge of CRM and External system processes to develop in depth
understanding of Client Business.
• Extensively performed Business Analysis and various Functional tasks including
conducting SITs (System Integration Testing) and Business UATs (User Acceptance
Testing) . Resolving Functional and Technical conflicts at run time and proposing
prompt resolution.
• Good Exposure to Siebel Data Model.
• Highly proficient with Siebel Tools at all Siebel object/entity levels to meet complex
ever increasing Business requirements.
• Well versed with Siebel EAI to extensively develop complex Integration Workflows to facilitate Asynch/Synch communication with external systems.
• Creation and usage of Integration Objects & Data Maps.
• Development of Business Services (Server Side / Client Side)
• Development and deployment of Inbound web services and consumption of
Outbound web Services in Siebel.
• Hands on experience with server side E-script at all object levels in the Business
Object layer to deliver highly customised required functionality.
• Developed Server Usage/Health graphical Reporting tool for IBM team (Desktop
Application using C#.Net)
Siebel Customization Milestones (few Highlights): • Integrated Siebel for Pre-paid Customers with IN System (Provisioning sub system) for visibility of Active and Eligible products along with relative Product Attributes
(each entity in a separate Applet) on the same View using outbound web service
(Synchronous Integration)
Challenge: To Implemented the whole requirement using single outbound web
service call.
• Introduced mechanism in Siebel CRM for Pre-paid Customers to allow for real time
provisioning of Eligible Products and Modification/De-Activation of already
provisioned products in IN System defining Siebel Asynchronous Integration
mechanism for external communication.
Additional Challenge: Ensure one product (with multiple attributes) changes at a
time and keep tracking of the requested change with visibility in CRM.
• Developed Order Management Health check Monitoring Tool for IBM at client
premises (Desktop Application using C#.Net)
• Integrated SIEBEL with IN System to fetch and display Call Details (CDRs) in CRM against the respective time period input by CSR against the desired Asset based
MSISDN. Using: Siebel EAI/VBCs/EScript/XML/Synchronous integration
Additional Challenge: No usage of Siebel DB. Inputs/output/Exception intimation
should be facilitated using VBC.
• Developed Prepaid Scratch Card Blocking (at external system) Mechanism in Siebel
Using: Siebel EAI/ EScript /Synchronous & Asynchronous integration to ensure
execution and intimation in case of failure.
• Integrated SIEBEL with IN System for MSISDN Recharge History fetch and display in
CRM against the respective Asset. Using: Siebel EAI/VBCs/EScript/XML
Additional Challenge: No usage of Siebel DB. Inputs/output/Exception intimation
should be facilitated using VBC.
• Developed Purchaser Verification Process for Prepaid New Sales (External System
Integration with Order Management)
• Integrated SIEBEL with IN System for Real-time Credit Details. Using Siebel
EAI/VBCs/EScript/XML
• Created many Inbound Web services to furnish Siebel data to external systems for verification purposes.
• Integrated SIEBEL with NADRA (national database) for Customer Pre-Verification
(New Prepaid Sale Order) to comply PTA regulations on war footings.
• Automated and simplified Ownership Change Order mechanism in SIEBEL
eliminating the manual creation of required entities for Order processing
Additional Challenge: Simplified Order Management for front end-user. Single
Click approach.
• Integrated SIEBEL with NADRA for Customer Pre-Verification (Take Over Order)
• Developed 3G Dongle Sales and Ownership change process in Siebel
• Integrated Siebel Post-paid Assets with IN System for visibility of provisioned
products and relative Product Attributes in real time.
• Development and Integration of Siebel with remote country wide Biometric Points of Sale to comply PTA regulations on very tight timelines requiring a new
integration channel. Fully automated end to end Contact, Address, Agreement,
Account, New Sales Order creation, Product selection, Order Submission and auto
Asset creation process after success at relative external systems.
Highlight: No more CSR/User manual intervention required for New Sales)
Challenge: Fully automate Siebel processes at all levels including complex Order
Management and enabling visibility of the customer Biometric Verification
information at Order Line Item as well as resulting Asset levels. In case Failure,
MSISD/NIC unlock mechanism and order reprocessing was to be facilitated.
• Developed and customised Processes for new types of SR creation and reversal
mechanism.
Additional Challenge: Reversal mechanism required in case of Failure of Outbound
SRs in Siebel.
• Developed mechanism for automated Biometric verification for Change of ownership Orders and auto Order creation, Order submission and Asset creation.
7/2010 - 8/2011 Analyst Software Engineer at TRG-tech Pakistan
Company Description: Company Sites: www.trgworld.com, www.trgisky.com.
TRG is a leading provider of capital and operating solutions to companies active in the business services sector. Head Quarter is in Washington DC, USA. Branch offices in 27
locations of 7 countries. More than 6000 employees working under the umbrella of
TRG.
Clients: HONDA/ACURA/VW/Lamborghini
Role: • Working as an Analyst Software Engineer.
• Developing decision support system.
• Migrating and upgrading legacy system from Oracle to MSSQL 2008
• Developing/maintaining applications based on CRM.
• Coordination with on-shore teams.
• Interaction with client for requirement analysis.
Job Description: DSC - Dynamic iSky CRM, as Primary Developer: • DSC has been designed to take care of practically all aspects of the data
manipulation involved with customer satisfaction and marketing research. It
involves ETL functions, Data cleansing and process to designate certain
measures to specific dimensions involved in the program ranging from sales/service to Customer feedback (web/telephonic)
• Primary STEPS involved designed and programmed by me for (ACURA NA,
HONDA RCN) programs
o IMPORT
o SCRUBBING (Data Cleansing)
o TO DIALER/ TO WEB
o FROM DIALER/ FROM WEB
o EDITING
o REPORTING
o THRESOLD/NOTIFICATION SETUP
• Tool Used: MS-SQL Server, MS-SSIS
SkyView, as Backend Designer/Developer:
• Skyview is the live web based application provided to clients and their dealers and respective for viewing the dynamic reports against the data manipulated from customer satisfaction surveys or Marketing Research. It is the final piece of the contact center data manipulation system for the respective hierarchy.
• Tool Used: MSSQL, Oracle, ASP.NET with C#
TOOLS & PROGRAMMING SKILLS
• Oracle Siebel 8 Configurations/EAI (E-Communications module)
• IBM Cognos 10 BI (Framework Manager- Meta data Models)
• Oracle Business Intelligence Enterprise 10
• Microsoft SQL Server 2008 (Specifics in DSS and CRM oriented solutions)
Company Sites: www.trgworld.com, www.trgisky.com.
Clients: HONDA/ACURA/VW/Lamborghini
Role: • Working as an Analyst Software Engineer.
• Developing decision support system.
• Migrating and upgrading legacy system from Oracle to MSSQL 2008
• Developing/maintaining applications based on CRM.
• Coordination with on-shore teams.
• Interaction with client for requirement analysis.
Job Description: DSC - Dynamic iSky CRM, as Primary Developer: • DSC has been designed to take care of practically all aspects of the data
manipulation involved with customer satisfaction and marketing research. It
involves ETL functions, Data cleansing and process to designate certain
measures to specific dimensions involved in the program ranging from sales/service to Customer feedback (web/telephonic)
• Primary STEPS involved designed and programmed by me for (ACURA NA,
HONDA RCN) programs
o IMPORT
o SCRUBBING (Data Cleansing)
o TO DIALER/ TO WEB
o FROM DIALER/ FROM WEB
o EDITING
o REPORTING
o THRESOLD/NOTIFICATION SETUP
• Tool Used: MS-SQL Server, MS-SSIS
SkyView, as Backend Designer/Developer:
• Skyview is the live web based application provided to clients and their dealers and respective for viewing the dynamic reports against the data manipulated from customer satisfaction surveys or Marketing Research. It is the final piece of the contact center data manipulation system for the respective hierarchy.
• Tool Used: MSSQL, Oracle, ASP.NET with C#
Distinction: 3rd Position in Pre-Engineering Students at Division Level