Sankalan Ghorai

Project: Amazon Web Services (AWS)

• Goal: Implement Sales Engagement with Service Cloud Voice to drive autonomous prospecting and improve team productivity by integrating Salesforce with Amazon Connect.
• Brought in as an expert after initial implementation struggles, I successfully led the design and deployment of Service Cloud Voice integrated with Amazon Connect, overcoming complex integration challenges.
• Delivered a proof of concept, enabling seamless communication between Salesforce and AWS telephony solutions, ensuring business continuity and stakeholder confidence.
• Proposed scalable outreach compliance designs and positioned Salesforce Data Cloud as the long-term solution to meet regulatory requirements.
• Key contributor to securing a $3M renewal contract and achieving a perfect 5/5 CSAT score from the AWS sponsor.
• Designed custom solutions, enhancing Service Cloud Voice capabilities by:Preventing outreach to non-compliant phone numbers.
  Managing inbound call routing using Salesforce Omni-Channel integrated with Amazon Connect.
  Enabling personalized outbound caller IDs.
  Technologies: Sales Cloud, Sales Engagement, Service Cloud Voice, Data Cloud, Amazon Connect, AWS Lambda, CRM Analytics, Omni-Channel, Einstein Recommendation Builder, Sentiment Analysis, AWS Lex, Kinesis, REST services, SSO
  

Project: Marriott Vacations Club (MVW)

• Goal: Drive a multi-year digital transformation program for Marriott, focusing on transforming lead capture, opportunity management, bookings, billing, and revenue processes using Salesforce solutions.
• Led as the Experience Cloud SME, facilitating strategic workshops with senior leadership to shape the Salesforce transformation scope.
• Defined the user experience journey and high-level business processes for integrating Experience Cloud with Revenue Lifecycle Management, Field Service, and Billing systems.
• Key contribution to shaping up the $18M deal by providing solution architecture, effort estimation, and a high-level project plan.
  Technologies: Sales Cloud, Revenue Cloud (RLM), Experience Cloud, Field Service, Billing, Digital Payments, Integrations

Project: Ford Motors (Ford Pro)

• Goal: Build an integrated customer relationship platform to deliver seamless "Always-On" experiences for future electric vehicle sales across EU and US markets.
• Played a key role as the Salesforce Platform Architect in a $20M global transformation initiative aimed at streamlining the lead-to-order process.
• Collaborated with business stakeholders to design customer journeys, define business processes, and shape the Salesforce platform architecture.
• Led the integration of Salesforce with product and order management systems while enabling partner relationship management and ensuring region-specific data security compliance.
  Technologies: Sales Cloud, Service Cloud, CPQ, Omni-Channel, Marketing Cloud, Shield, MuleSoft, Integrations

Project: UPS

• Goal: Create a unified customer view by leveraging Salesforce Data Cloud’s data aggregation and identity resolution capabilities, enabling better customer insights for sales and support teams.
• Led the integration of Salesforce Data Cloud with Sales and Service Cloud, providing unified contact views and improving customer experience.
• Developed custom Lightning Web Components (LWCs) to present consolidated customer information within Salesforce.
  Technologies: Sales Cloud, Service Cloud, Data Cloud, REST services, LWC

• Application architect for a multi million dollar & multi-year based complex service cloud transformation of the child welfare solution for a public sector client
• Successfully led the sales cloud transformation of the admission management system for a tier-1 North America based university enabling them to achieve an ROI increase that doubled their national applications
• Helped a tier-1 university in developing and launching a student experience portal on experience cloud accessed by 47000 students, developed within 2 weeks time frame when the covid-19 pandemic forced the university to move to virtual classrooms
• It helped the students access virtual classroom & campus related information, all consolidated in a single portal
• Led development team comprising two scrum teams, consisting of 32 colleagues across US and India
• Engaged as solution architect in sales and led architecture design during RFP process, winning contracts ranging from $500K - $2M
• Worked closely with client business stakeholders, VP of IT, and enterprise architects in gathering requirements, presenting and finalizing solutions

• Led the re-architecture and tech refresh initiative, from gathering requirements, designing through implementation, that allowed the client to reduce their existing infrastructure footprint by saving $1M per year
• Optimized the architecture to improve the web app performance by 20% and batches by 45% reduction in response time
• Led the implementation of devops that helped reduce the manual regression test effort by 25% on the project
• Led the complex transformation and architecture of the customer payment portal for an automotive client on the service cloud platform that included migration of 7M+ customer accounts with their PII, bank information
• The new app helped customers to self-serve their payment needs and reduced the monthly customer rep call volume by 26%

• Led the implementation of a web-to-case feature for the end customers of an automotive company, enabled from the company's consumer-facing native mobile app and integrating with their case management solution on the service cloud
• The feature helped enhance their customer satisfaction and reduce their service rep call volume
• Led the application maintenance services of an automotive client, leading a team of 12 US and 35 India colleagues while responsible for financials, risk, issues and client engagement and delivery
• Initiated and added new scope of application maintenance service work of $2M
• Managed application portfolio of various technology stack including salesforce, pega, bigdata, and java

• Led the development team of 42 colleagues from design through implementation for a multi-year initiative of modernizing the incentive platform for an automotive client
• Led the design and implementation of business rules engine integration with Spring, Hibernate based J2EE enterprise application stack
• Understand requirement and prepare detailed design for java and BRE components