Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Areas Of Interest
Language And Programmings
Languages
Timeline
Generic
Abhishek Rai

Abhishek Rai

Greater Noida

Summary

Experienced Senior Signature Success Engineer at Salesforce India with extensive expertise in Salesforce Marketing Cloud Personalization (MCP). Demonstrated capability in architecting and implementing scalable personalization strategies, leading cross-functional technical initiatives, and enhancing platform performance through automation and optimization. Known for mentoring global teams, driving operational excellence, and boosting customer engagement through data-driven personalization solutions.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Success Engineer

Salesforce India Ltd.
Hyderabad
11.2020 - Current
  • Spearhead complex personalization solutions for global clients using Salesforce Marketing Cloud Personalization (MCP), with expertise in WebSDK, MobileSDK, and server-side campaign architecture.
  • Design and implement scalable web/server-side campaigns, optimize decisioning logic, and analyze visitor behavior via campaign tracking to drive user engagement and retention.
  • Architect end-to-end data flows involving ETL ingestion, catalog/user data processing, Segment Exporter, and seamless integration with Journey Builder and Email Studio.
  • Leverage Audience Builder, Triggered Campaigns, and Data Extensions to orchestrate real-time, multi-channel marketing experiences based on unified customer profiles (UCP).
  • Collaborate with cross-functional teams (Product, Engineering, Support) to enhance platform stability and implement feedback loops from enterprise clients.
  • Act as a technical advisor for advanced client use cases, including decision node optimization, triggered messaging, and UCP behavior analysis.
  • Contributed to Data Cloud (formerly CDP) enablement by assisting with data unification, identity resolution, and activation workflows, enabling a seamless 360° customer view.
  • Lead onboarding and mentorship programs for new engineers; established structured training sessions and access-readiness processes, ensuring faster ramp-up, and reduced dependency.
  • Served as backup Swarm Lead, overseeing priority escalations, reducing resolution time, and improving knowledge retention across global support teams.
  • Proposed tooling enhancements that reduced resolution effort, and improved campaign debugging efficiency.
  • Contributed innovative ideas during team discussions, fostering a culture of collaboration and continuous improvement.
  • Consistently exceeded customer satisfaction targets by delivering creative, scalable solutions tailored to complex personalization challenges.

Application Engineer

PI Softek Ltd.
Noida
02.2018 - 11.2020
  • Served as a key member of Tier 1 Global Support for a cross-channel marketing platform, providing comprehensive assistance across APAC, EMEA, and AMER time zones.
  • Acted as a primary client liaison, configuring user roles, permissions, and supporting platform integrations, including Google Analytics, private domains, and dedicated IP setups.
  • Utilized HTML, CSS, and JavaScript for email template customization, landing page optimization, and web editing tasks to enhance campaign engagement.
  • Delivered end-to-end support for campaign execution—building, testing, executing, and measuring nurture, drip, and operational programs, including emails, landing pages, forms, and scoring models.
  • Guided global clients in data management, including automation setup, connector transfers, and seamless data ingestion/migration for campaign readiness.
  • Ensured compliance with CAN-SPAM, GDPR, and CCPA regulations, providing strategic insights into regulatory adherence and marketing ethics.
  • Performed A/B testing and ongoing optimization of email campaigns and landing pages, contributing to improved deliverability and click-through rates.
  • Monitored high-volume email jobs for enterprise clients such as URBN, CITI Cards, PCH, and American Airlines, coordinating with analysts to resolve backend queue delays and database issues.
  • Provided expert-level support for Cheetah Digital’s Marketing Suite, including diagnosing platform issues, configuring advanced triggers, and executing API-based workflows via Postman.
  • Recognized as a 'Quick Starter' for exceeding performance expectations and mastering platform capabilities in record time.
  • Led troubleshooting efforts for complex use cases, including SSL certificate installation, looping block configurations, and real-time event triggers.
  • Maintained a consistent track record of SLA compliance and delivered prompt, tailored solutions to a diverse, global client base across voice, email, and ticketing channels.

Product Support Analyst

Teleperformance India Pvt.Ltd.
06.2017 - 01.2018
  • Delivered Tier 2 technical support for Symantec Enterprise Antivirus, assisting enterprise clients in secure deployment, and advanced configuration of antivirus software across desktops, laptops, and mobile endpoints.
  • Supported seamless integration of antivirus programs with enterprise IT environments, ensuring compatibility with existing systems, and operational workflows.
  • Advised clients on cybersecurity best practices, helping them safeguard websites and applications from a wide range of digital threats and malware vulnerabilities.
  • Conducted in-depth research on evolving virus types, and participated in proactive analysis of security incidents, contributing to faster threat response and resolution.
  • Performed website vulnerability assessments, and collaborated with internal teams to provide tailored recommendations for enhancing web application security.
  • Maintained high customer satisfaction by delivering clear, effective technical guidance, and resolving escalated issues within defined SLA windows.

Technical Analyst

Wipro Ltd.
06.2014 - 05.2017
  • Working as a Technical Analyst in Tier 1 Technical Support.
  • Assisting clients with application configurations.
  • Helping to resolve network speed issues.
  • Responsible for managing all the Reuters technical updates pushed over the network.
  • Overseeing application testing online to ensure proper functionality.

Education

MCA - Computer Applications

UPTU
Uttar Pradesh
01.2013

B. Sc. - Science

VBSPU
Uttar Pradesh
01.2010

12th - Science

CBSE
Rajasthan
01.2007

10th - Science

CBSE
Rajasthan
01.2005

Skills

  • Personalization (MCP) Architecture and Optimization
  • Personalization Strategy (Web and Server-side)
  • SDK Integration (Web/Mobile), ETL, and Data Feeds
  • Decisioning Frameworks and Triggered Campaigns
  • Cross-Team Leadership and Mentoring
  • Marketing Cloud: Journey Builder, Email Studio, Audience Builder
  • API integrations, segment exporters, data extensions
  • Swarm, Support Process Governance, Access Management Automation
  • Campaign optimization
  • Data integration with Data Cloud(formerly known as CDP)

Certification

  • Marketing Cloud Email Specialist Certified
  • Marketing Cloud Personalization Accredited Professional Certified
  • Salesforce AI Associate Certified

Personal Information

  • Date of Birth: 10/23/1989
  • Nationality: Indian

Areas Of Interest

Software Development/Testing, keen to work on different Marketing Applications, SSL installation, Operating Systems, Cloud Computing

Language And Programmings

  • Basics HTML/CSS/JS
  • Intermediate SQL

Languages

Hindi
First Language
English
Proficient (C2)
C2

Timeline

Senior Success Engineer

Salesforce India Ltd.
11.2020 - Current

Application Engineer

PI Softek Ltd.
02.2018 - 11.2020

Product Support Analyst

Teleperformance India Pvt.Ltd.
06.2017 - 01.2018

Technical Analyst

Wipro Ltd.
06.2014 - 05.2017

MCA - Computer Applications

UPTU

B. Sc. - Science

VBSPU

12th - Science

CBSE

10th - Science

CBSE

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