Balaji Ethiraj

Project: SF Connector (Salesforce Integration Framework)

A sophisticated, metadata-driven integration framework designed to streamline and automate data synchronization between Salesforce and external systems. The platform allows for the dynamic configuration of mapping rules and data transformations without requiring custom code for each new integration.

• Backend: Apex (Dynamic Apex, Service Layer Patterns, Queueable/Future Callouts).
• Frontend: Lightning Web Components (LWC), JavaScript (ES6+), CSS/SLDS.
• Data Modeling: Custom Objects, Schema Describe API.
• Automation: Salesforce Flow, Visualforce (Lightning Out).
• Integration: REST API, JSON (untyped parsing), named credentials.
• Architected and developed a custom transformation engine in Apex that supports complex logic (if-else, text splitting) at runtime.
• Integrated a custom-built expression evaluator to process complex logical formulas, bypassing standard platform limitations.
• Designed a scalable metadata architecture using custom objects to store integration contracts and field-level mappings.
• Enabled non-developers to configure and deploy new integrations through a point-and-click interface, reducing development time by approximately 60%.
• Implemented high-volume synchronization using Apex @future and asynchronous patterns to ensure non-blocking operations and platform stability.
• Optimized data retrieval using dynamic SOQL and Schema Describe APIs to create object-agnostic utility classes.
• Built a library of 35+ modular Lightning Web Components to create a premium, interactive management console for integration settings.
• Developed specialized LWC editors for capturing complex transformation rules, with real-time configuration feedback and validation.
• Engineered a comprehensive logging system that tracks full request/response payloads, and sync status across all integration points.
• Improved troubleshooting efficiency by providing administrators with granular visibility into synchronization failures and data payloads.

Project: DPH Digital Permit Platform (Salesforce Digital Transformation).

A comprehensive digital transformation project is replacing a legacy .NET system and PDF-based processes with a modern, cloud-based permitting and licensing portal. The platform digitizes complex state-level regulatory workflows, providing a seamless experience for both public applicants and internal regulatory staff.

• Backend: Apex (REST API, HMAC security, service layer, batch Apex).
• Frontend: Lightning Web Components (LWC), Experience Cloud, JavaScript, CSS/SLDS.
• Data Modeling: Custom Objects, Record Type Strategy, Complex Sharing Sets.
• Automation: Salesforce Flow, Advanced Flow-based Logic, PDF Generation.
• Integration: Payment Gateway, Managed Packages (Simple PDF), Webhooks.
• Developed a modernized, cloud-based application using LWC and Apex, transforming legacy .NET portals and static PDF forms into dynamic, multi-step user interfaces.
• Built a highly responsive customer portal using Experience Cloud, enabling public users to submit permit applications, track statuses, and manage documents seamlessly.
• Engineered a secure payment integration with the GO DE gateway using Apex, implementing HMAC-SHA256 digital signatures to ensure transaction security and data integrity.
• Implemented automated fee calculation logic within Apex and Flows to handle multi-factor pricing based on square footage, business category, and permit type.
• Orchestrated a robust automation layer consisting of 90+ Salesforce Flows to handle complex approval chains, automated notifications, and real-time status updates.
• Integrated the 'Simple PDF' managed package with Salesforce Flows to dynamically generate legally compliant permit certificates and invoices upon payment success.
• Developed object-agnostic Apex controllers to handle complex business logic for 15+ different permit types (Food, Plumbing, Bedding), ensuring high code reusability.
• Configured a complex security model using Profiles, Permission Sets, and Sharing Sets to maintain strict data isolation between external portal users, and internal state regulators.
• Engineered an enterprise logging system to monitor payment sessions, integration requests, and transaction statuses, significantly improving troubleshooting and audit compliance.
• Designed automated cleanup and maintenance utilities using Salesforce Flow and Apex to manage high-volume integration logs and system data.

Role: Certified Salesforce Developer, Service Cloud Specialist.

Period: July 2021 – December 2024
Project: Service Cloud Digital Transformation (Migration from Legacy .NET)

Led the strategic migration of Clarivate’s global case management process from a legacy third-party .NET application to Salesforce Service Cloud. The initiative aimed to unify customer data (Accounts/Opportunities) with service operations, driving efficiency through automation and self-service.

• Service Cloud Architecture: Customized the Service Cloud module to replicate and enhance legacy .NET functionalities, implementing Web-to-Case, Email-to-Case, and complex Assignment/Auto-Response Rules.
• Enterprise Automation: Developed high-impact Salesforce Flows and Apex Triggers to automate the end-to-end case lifecycle (generation to closure), reducing manual agent effort by ~40%.
• Experience Cloud (Community): Built and deployed a customer-facing Community Cloud portal to enable self-service, successfully increasing case deflection rates and improving customer NPS.
• Scalable Batch Processing: Developed Batch Apex utilities for automated recurring communications and bulk email scheduling, maintaining 90%+ unit test coverage for platform stability.
• Data Migration & Environment Management: Orchestrated large-scale data migration from legacy .NET databases using Data Loader. Managed a complex multi-sandbox environment (Dev, QA, UAT) ensuring seamless deployments.
• Advanced Reporting: Designed real-time dashboards for Support Managers to monitor SLA compliance, agent performance, and case volume trends.

Role: Senior Solution Analyst (Web of Science Correction UI)

Period: August 2020 – June 2021

• Project Singularity: Served as the primary bridge between the Help Desk and Development teams to design the "Correction UI" for the Web of Science platform.
• Workflow Design: Authored high-level workflow architecture and delivered strategic demonstrations to executive management, directly influencing the technical roadmap for Help Desk operations.

Role: Senior Quality Analyst (HDC Process)

Period: October 2017 – July 2020

• Salesforce Operations: Managed high-priority "Web of Science" customer cases via Salesforce, coordinating across cross-functional engineering and product management teams.
• Process Excellence: Spearheaded training programs for 80+ employees on data validation and reference processing standards.
• Voice of Customer (VOC): Leveraged customer feedback data to drive process improvements in the Search and Retrieval (SAR) workflows.

Role: Process Automation and Team Lead (Project EMIT)

Period: August 2008 – September 2017

• Automation Innovation: Developed VBA-based automation macros for employee performance reporting, reducing manual data processing time from 4 hours to 10 minutes daily.
• Global Training: Led large-scale vendor training initiatives (80+ FTEs) across multiple sites, standardizing reference processing and data validation protocols.
• SME Expertise: Recognized as a Subject Matter Expert in VIL, DCPT, and FCR reference processes.

Technical Summary (Clarivate)

• Salesforce Skills: Service Cloud, Experience Cloud, Apex (Batch/Triggers), Flow Builder, Security Controls (Profiles/Sharing), Data Loader.
• Other Technical Skills: VBA/Macro Automation, SQL, Data Migration, Agile/Scrum (JIRA), Technical Training & Mentorship.