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Click here or scroll down to respond to this candidate Candidate's Name
Oracle RightNow CX Consultant
Available only for Corp 2 Corp requirements
Please reach to Ashith Vahab
EMAIL AVAILABLE
PHONE NUMBER AVAILABLE
Summary
. 7+ years of experience working on cloud CRM Solutions.
. Experienced in Implementation, Upgrade, Customization and integration
of cloud-based CRM Oracle RightNow CX and Salesforce.com.
. Active on Oracle RightNow forum.
. Experience in Web designing using html, PHP, CSS and JavaScript.
. Extensive experience in administrating and maintaining the contact
center solution using Oracle RightNow CX.
. Configuring & Customizing RightNow CX to implement Service, Marketing
& Sales modules.
. Expertise in configuring the agent desktop and automating business
processes using contextual workspaces, workflows, agent scripting and
business rules
. Expertise in customizing standard pages as well as building custom
functionality in CP.
. Upgrading/Migrating RightNow product from lover version (Classic Pages
and CP1) to latest version (CP2).
. Developing .Net Addins for custom application development.
. Building custom application on both Customer Portal & Agent Console
for industry specific solutions like broker & Sales management for
Healthcare payors, hospital management system for healthcare
providers, 311 solution for government, product & warranty
registration for retail, etc.
. Integrating RightNow CX with external applications using web services
or ETL tools like Dell Boomi.
. Employing problem solving, decision making and risk management skills
effectively and efficiently.
. Involved in day-to-day guidance and training of team members
. Client Requirement Analysis.
. Strong logical skill to derive concrete software solutions.
. 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.
. Adaptability.
Certifications
. Oracle RightNow CX Cloud Service 2012 Certified Implementation
Specialist
. Oracle RightNow CX Cloud Service Sales Specialist
. Oracle RightNow CX Cloud Service Presales Specialist
. Oracle RightNow CX Cloud Service Support Specialist
. Salesforce.com Certified Force.com Developer
IT Skills
Packaged Applications : RightNow CX, Salesforce.com
Languages : C#, Vb.net, C++, Apex, Embedded C, ROQL
Web Technologies : HTML5, XML, AJAX, PHP, JavaScript, YUI, CSS, Visual
force
Tools/Plug-ins : Firebug, Dreamweaver, Microsoft Visio, Visual Studio
Proprietary Tools : Oracle RightNow CX Console, Salesforce Developer
Console
Project Experience:
Speridian Technologies:
Project Name : RightNow CX Implementation
Role : Project Manager
Duration : December 2013 to April 4 2014
Team Size : 4
Client : Chrysler
Summary:
Planned and Implemented Oracle RightNow CX solution for the leading
American automobile manufacturer to enable chat, knowledgebase, feedback
and surveys on 7 different interfaces each representing a different brand.
The project involved
. Implementing dynamic chat routing for agents based on how/when the
chat was offered to customer; routing Proactive chat sessions to one
set and Reactive chats to another set of agents
. Adding the ability for the customer to search through knowledgebase
and provide feedback on effectiveness of articles
. Customizing knowledgebase articles to embed inline VIN searches by
consuming client's web service to validate the VIN
. Integrating with client's Java based tool to implement a daily
incident data export process from RightNow CX
Responsibilities:
. Understanding customer requirements and creating Business requirement
document.
. Creating and modifying Technical Design Document.
. Developing the solution as per the technical design document.
. Implementing 7 new interfaces to allow end-users to chat, search
knowledgebase and give feedback based on brand.
. Administering the RightNow site and configuring the agent console by
creating custom workspaces, custom reports, profiles, account, chat
queues, email configuration, and business rules.
. Embedding video, search button inside article using RightNow Answer
workspace.
. Building integrations between Oracle RightNow and client product to
transfer incident detail created from chat to client tool.
. Modifying the standard functionality to work as per client's
requirements including customizations in chat transcripts formatting,
responses sent by agents etc.
Project Name : Open311 Solution - RightNow CX
Role : Oracle RightNow CX Consultant
Duration : June 2013 - December 2013
Team Size : 5
Summary:
A non-emergency telephone number 3-1-1 is a special N-1-1 telephone number
in many communities in Canada and the United States that provides quick to
non-emergency municipal services or a Citizen Service Center Dialing this
number allows city residents to obtain important non-emergency services
through a central, all-purpose phone number.
Project involves
. Identifying and categorizing service requests based on departments.
. Defining processes for each department or service request category and
building them in RightNow CX.
. Building custom workflows to help agents solve requests proactively by
routing them to agent scripts and workspaces based on field values.
. Developed add-ins to automate context based population of workspace
fields
. Integrating with GIS solution.
. Routes the problem to the correct agency.
. Tracks the resolution and escalate accordingly.
. Develop mobile solution.
Responsibilities:
. Creating and modifying Technical Design Document.
. Working on implementing the solution with team members
. Working on Business Rules, Workspaces and Workflows, Knowledgebase
management and Process Designer
. Created Add-ins to generate fields dynamically on Workspace/Agent
script based on service categories.
. Combined Business Rule and CPM to route the Incident to proper agent
and escalate accordingly.
. Worked on custom widget and model to dynamically create form on
Customer Portal based on service categories.
. Worked on syndicate widget to allow end-users to chat directly from
Client website without coming to actual portal
. Being a technical trouble-shooter for new members in team
Project Name : RightNow CX Implementation
Role : RightNow System Administrator & Developer
Duration : November 2012 to June 2013
Team Size : 5
Client : Meritus
Summary:
The project involved configuring & customizing the Oracle RightNow CX
product to enable the products Marketing, Sales & Service modules. It will
allow CCHN Sales team to effectively reach out to target audiences through
campaigns, and work with brokers to close leads and opportunities. RightNow
Customer Portal will be customized to be used by brokers, using this portal
brokers will be able to request for quotes for new leads. The portal will
act as a medium of communication between CCHN and brokers. Members,
prospective members, payors, providers, physicians would be able to submit
requests, claims, etc. from the customized customer portal.
Event Management - Custom functionality build in RightNow to calculate ROI
and track leads generated from events attended or sponsored by Meritus.
Marketing module - Configuring RightNow CX to allow marketing department to
upload leads, create and execute campaigns, calculate ROI on campaigns,
create surveys and collect feedback.
Service module - Enable Incident management so that members, providers and
brokers can raise queries, claims and appeals. Routing of incidents based
on business criticality and other factors, and setting up escalation rules
as per business requirements. Members can request for quote, health plan
enrollment, add family members, check billing information and raise claims
and appeals.
Customer Portal - Customizing RightNow Customer Portal to enable broker
registration, brokers to create leads and opportunities, generate quote,
communicate with customers.
Sales module - Build custom functionality to enable brokers to register,
multi approval process for brokers enrollment. Leveraging RightNow Customer
portal to be used by brokers to manage their sales process including adding
new individual or small group members, creating opportunities, creating
quotes and working will members to close win opportunities.
Responsibilities:
. Understanding customer requirements and creating Business requirement
document.
. Creating and modifying Technical Design Document.
. Developing the solution as per the technical design document.
. Customizing RightNow Customer portal to be used by brokers for their
sales process.
. Adding custom objects and custom fields.
. Create templates for data import.
. Building reusable generic widgets to be used with all objects and
fields saving time and effort for the whole team.
. Creating Add-ins to reduce agents effort and automate certain
repetitive tasks such as creating opportunities from Incidents
. Configuring the agent console by creating custom workspaces, custom
reports, custom quote templates, email configuration, and business
rules.
. Configure campaign and survey templates.
. Configure sales module by defining sales processes, product pricing,
templates, etc.
. Combined Add-In and CP solution to implement custom unique Phone
number functionality.
. Creating integrations between Oracle RightNow, BenefitAlign, Online
Insight and health care products using SOAP web services.
Project Name : Contact Center Support
Client : University of Physicians
Health Care
Role : RightNow System Administrator
Duration : January 2012 to November 2012
Team Size : 7
Summary:
The project is to manage UPH help desk operations end to end. The project
included the support of RightNow CRM tool, Knowledgebase management, help
desk agent management and business processes management.
Responsibilities:
. Supported the RightNow CX CRM solution implemented in UPH.
. Mainly responsible for doing Incident management, Knowledgebase
management, Analytics, User management and
administration/configuration in RightNow CX CRM.
. Did a lot of customization, portal design and upgrades in RightNow CX
CRM.
. Implemented Chat and email features for the help desk operations using
RightNow CX CRM that reduced the turnaround time and has helped
reducing calls abandoned.
. Maintained the XML Bridge between RightNow CRM and UPH internal ticket
system.
. Reduced 30% of the call volume by extensively improving the
knowledgebase content, product and categories, access levels and
search, so that dealers can self-help themselves.
. Able to reduce 10% of agents on an overall engagement level (800
agents) by improving the overall call handling process which saved a
lot of money to UPH and has increased dealer satisfactory level.
Project Name : RightNow Upgrade
Client : MakeMyTrip.com
Role : RightNow System Administrator
Duration : February 2011 to January 2012
Team Size : 7
Responsibilities:
. Led RightNow upgrade implementation to large scale business
operations, within business timeline and with no disruption to daily
work flow. Upgraded from Classic version to CP2.
. Configured system rules to route incidents to appropriate queues to
manage and stream line workflows.
. Developed customer satisfaction reporting dashboards and PowerPoint
extracts using RightNow surveys, developed best practices of surveying
and shared with RightNow community.
. Customized reporting and objects within RightNow to ensure tool met
and exceeded business needs for tracking metrics.
. Took business ideas and developed technology solutions utilizing
RightNow to meet business needs
. Worked on optimizing business rule sets created on RightNow objects
. Worked directly with the .NET team to create integration between
RightNow system and other applications using CWSS
Project Name : Salesforce Customization
Role : Salesforce.com Developer
Duration : September 2010 - January 2011
Team Size : 2
Location : Offshore
Summary:
Salesforce.com Inc. is a global enterprise solution company best known for
its cloud-based customer's relationship management (CRM) products.
Customizing Salesforce app as per customer's demands using out-of-box
functionalities and custom visualforce/apex features.
Project involved creation of custom Deal Service Request management
functionality, in which different types of deal support Request type were
created which follows a separate approval process. This project also
involves developing a tool to generate PDF to match customer styling and
their business logic.
Responsibilities:
. Written VF page to generate PDF of Quotes based on customer
requirement.
. Worked on Salesforce.com Configuration and Customizations - Created
Custom objects, Custom Fields, tabs, page layouts.
. Developed apex triggers to implement business functionality.
. Created Workflows, Approval process and Validation Rules to implement
business logic.
. Written custom controller to implement logic.
. Written Test method for deployment.
. Unit-testing
. Project status report
. Project Deployment
Project Name : Oracle RightNow Professional Services
Role : Application Engineer
Duration : November 2007 - September 2010
Team Size : 9
Client : Direct Client - Oracle
Worked with multiple clients of Oracle
Summary:
RightNow is a CRM suite solution for SMBs who are interested in building a
customer-focused business. RightNow is meant for its on-demand service
hosted in the Cloud.
The project involved working along with RightNow professional services team
and implementing, configuring, customizing and upgrading the RightNow CRM
product as per clients need. The project involves understanding client's
business requirements and defining CRM process for those requirements, once
those CRM processes are acceptable by clients then mapping those processes
to RightNow product features. Configuring the product features if they are
available out of the box or building custom functionalities as required.
Responsibilities:
. Configuration, customization, integration and implementation of
RightNow CX as per SOW.
. Understanding clients business requirement and mapping to RightNow
product features.
. Creating and modifying Technical Design Document.
. Configure the RightNow agent console by creating workspaces, agent
scripting, reports, dashboards and business rules.
. Building custom functionalities on RightNow customer portal using php,
YUI, Javascript and following RightNow standard procedures.
. Build custom applications(Addins) on top of RightNow agent console
using C#, ROQL
. Develop external integration between RightNow and other applications
like SFDC, ERP, etc.
. Migrate and import data from external applications in RightNow.
. Implement Single Sing on in RightNow CX.
. Upgrade and migrate RightNow from lower versions to RightNow's latest
managed framework.
. Build tools to support and quicker implementation of upgrade projects.
Project Name : Media and entertainment
Role : Developer
Duration : March 2007 - November 2007
Team Size : 4
Location : Offshore
Summary:
Served as the primary web developer on company's flagship product. Develop
the website to allow users to comment and rate different stories, share the
article to social media.
Responsibilities:
. Built user facing applications using PHP and configuring the login
with WordPress.
. Normalized database tables and performed extensive query optimization.
. Cleaned up and rewrote front end HTML and CSS to meet validation
requirements.
. Maintained 24/7 high volume availability demands using open source
tools such as Window, Apache, PHP, and MySQL.
. Project Deployment
. Testing
Education:
B.Tech (Electrical and Electronics), Biju Patnaik University of Technology,
Rourkela
Achievements / Trainings
. Received best B. Tech project award with project titled as "Smart
Surveillance System Using Mobibot".
. Quarter finalists in ROBOCON, Pune
. Worked as a Design engineer in the SDC dept. of Sigma Solutions,
Hyderabad.
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2021 Girard BLD SE STE 200
Albuquerque, NM 87106
Website: www.speridian.com
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