Sasi Gudimetta

Client: Triumvirate Environmental, Interface Security Systems LLC

Duration: Oct 2022 - Till Date

• Functional/Technical Solution Architect for Oracle Fusion Service Cloud B2B and Oracle Field Service Cloud.
• Preparation of Functional/Technical design documents catering to integrations interfacing Oracle Fusion Service Cloud and/or Oracle Field Service Cloud with other systems, using Oracle Integration Cloud (OIC).
• Issue Resolution, Requirement fit-gap analysis monitoring through JIRA ticketing system.
• Led cross-functional teams to deliver high-quality results on complex assignments.
• Increased client satisfaction by providing tailored consulting solutions for their specific business needs.

• To work on customer retention and renewal scenarios with high risk clients on Oracle Service Cloud, Oracle Intelligent Advisor.
• Key Responsibilities included performing detailed system analysis and inform customer on KPI and business process improvements
• Taking sessions across Global Oracle units on new product features and assist with solutioning of said features.
• Designing solutions for customer transformations from native .Net application to upgraded Browser User Interface of Service Cloud
• Clients worked with: Kenya Airways, Kenya Revenue Authority, Northern Powergrid, Curtin University, Tenengroup, Stirling Council, Royal Mail and Costco

• Attend requirement gathering sessions with client and FSM solution architects.
• Charter project plan for development and deliverables.
• Learn and understand FSM field service application.
• Learn and understand integration of FSM application with PSO (Scheduling optimization engine).
• Understand and solution integration between Oracle ERP systems and IFS systems.
• Oracle Intelligent Advisor integration with third party applications.
• Visual Builder Cloud Service configuration.

• Senior Technical Developer for Oracle Service Cloud.
• Requirement gathering and analysis.
• Functional Administrator for Oracle Service Cloud application.
• Each of these customers implemented Service Cloud for different purposes that include Complete Customer Feedback Management systems including Knowledge Management, Chat Management and Incident Management.
• High complexity reporting and analytics.

• Handling of incidents to resolve problems in live platform.
• This also includes code changes/Bug Fixes.
• Liaising with Oracle Service Cloud CX application Technical support team for Oracle Service Cloud CX application Application/Database server related issues.
• Performance diagnosis of recurring faults to take necessary action and thereby reduce number of tickets.
• Daily/Weekly/Monthly/Quarterly review calls to analyze major incidents, service improvements, customer satisfaction levels.
• Product Upgrade Support.