Jan 2023 – Mar 2025 · 2 yrs 2 mos

• Led the SMS integration into Salesforce for a high-volume support ecosystem handling 10K+ daily cases, implementing consent-driven automation with Einstein Bot and custom APIs to streamline case creation.
• Developed and scaled partner-facing APIs within the Digital Access Portal, enabling efficient management of 5K+ weekly cases and significantly reducing turnaround time.
• Designed and delivered a robust case redirection framework, empowering 25K+ agents to seamlessly route cases to appropriate queues and providing admins with a configurable rule engine—marking the platform’s most impactful system upgrade to date.
• Integrated Sprinklr with Salesforce to enable a unified, read-only view of customer interactions, enhancing cross-platform support visibility and providing a true 360° customer view.
• Played a key role in onboarding a new shipment-focused business line, delivering end-to-end support for case handling, redirection logic, and SLA-critical operations.
• Automated several business processes using Python boosting client productivity

Oct 2021 – Jan 2023 · 1 yr 3 mos

• Designed and implemented a multilingual email framework with automated responses to enhance communication across escalations and service queues.
• Automated 12+ Guided Flows to boost agent productivity and decrease case resolution times.
• Revamped Salesforce Knowledge with automated alerts and UI enhancements for improved information dissemination.

Apr 2021 – Oct 2021 · 6 mos

• Created 15+ screen flows in 13 languages for global support scenarios, enhancing agent guidance.
• Developed UI components to optimize language clarification and documentation processes.
• Contributed to feature enhancements and agile delivery cycles, fostering project success and team collaboration.