IBM ; 2022 – Present
Package Consultant | Gurugram, IN
- Co-designed AI-Driven Development Lifecycle (AI-DLC) framework, compressing an 18-month project timeline to 90 days through a governed hybrid delivery model with human-in-the-loop review gates.
- Architected and launched an AI-powered, multilingual, and mobile-first banking asset on Salesforce Financial Services Cloud and Agentforce, spanning 8 capabilities across 3 languages, automating loan restructuring, dispute management, SIP tracking, and recurring payments with zero manual intervention, achieving 60% cost reduction, 70%+ call deflection, and sub-3-second response times. Integrated Salesforce Data Cloud with real-time churn risk Calculated Insights and seamless human-AI handoff.
- Working on a Field Service solution for the Energy and Utility sector, implementing Service Cloud and Field Service Lightning customizations including ERP calculations, Salesforce Standard & Field Service Mobile development, and a fully configurable Callout Management solution with 100% variable-driven automation, incorporating Labour Rules.
- Engineered an Experience Cloud implementation for the Media sector, developing a WCAG-compliant customer support portal using Lightning Web Components, Einstein Bots, and process automation.
- Designed, developed, and deployed the Salesforce Practice Community, establishing a centralized organization-wide hub for learning, collaboration, and visibility into Salesforce activities.
- Contributed to initiatives spanning Assets and Innovation, Leadership Quarterly Newsletters, and Salesforce Lab Reporting, with responsibilities across development, deployment, content creation, coordination, and maintenance.
- Authored multiple documentations on new Salesforce release features, providing validated insights and practical examples to support the broader Salesforce community.