Dheeraj Saini
Gurugram,HR
Summary
19+ Years of technology consulting journey within SAP ERP, Cloud CRM and Commerce Cloud technology with a focus on CRM processes as a functional consultant. Possess strong exposure in ERP implementation and support assignments through engagement with international clientele. Possess strong consulting exposure within On Premise and On Demand (Cloud Based) CRM applications like SAP CRM, SAP C4C (Cloud for Customer), Siebel on Demand, Microsoft Dynamics CRM and Salesforce.com CRM. Possess strong capabilities in coordinating with heterogeneous and complex teams for delivering customer delight.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Dynamic individual with hands-on experience in [Area of expertise] and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
28
28
years of professional experience
1
1
Certification
Work History
AI Solutions Architect
Accenture Solutions Pvt.Ltd
04.2016 - Current
- Designed and implemented scalable architecture solutions to enhance system performance and reliability.
- Collaborated with cross-functional teams to define technical requirements and deliver solutions aligned with business goals.
- Evaluated emerging technologies to recommend integrations that improve operational efficiency and reduce costs.
- Led architectural reviews, ensuring compliance with best practices and standards across projects.
CRM Functional Consultant
Capgemini Ltd
01.2015 - Current
- Formulate functional specifications for custom business requirements.
- Configure and build application solution processes.
- Support development activities for custom RICEF components.
- Support the HCI team to configure and unit test the C4C-ECC integration components.
- Support FUT for developed custom solutions.
- Capgemini Ltd is a global leader in consulting, digital transformation, technology, and engineering services.
- Technology: SAP cloud for customer (C4C), SAP Cloud CRM Solution.
- Client business description: John Crane is one of the world’s leading providers of engineered technology used for supply and service for the products used by customers in energy services and other process industries for their mission-critical operations.
CRM Functional Consultant
Capgemini Ltd
04.2014 - 02.2015
- Configure/Support/Maintain the SAP CRM-CIC- Solidus Solution.
- Requirement Analysis for enhancements and change requirements planned.
- Participate in enhancement detailing meetings with the client stakeholders.
- Planning for Identifying and Fixing defects during regression testing activities.
- Coordinate with the onshore SME’s in Sweden and Norway to execute/maintain quality objectives.
- Perform functional Testing.
- Capgemini Ltd is a global leader in consulting, digital transformation, technology, and engineering services.
- Technology: SAP CRM and ECC, SAP CRM On Premise.
- Description: Coke CCE is the bottling support division handling the bottling distribution of coca cola products in the Nordic region.
CRM Functional Consultant
Capgemini Ltd
08.2013 - 03.2014
- Configure/Support/Maintain the SAP CRM-CIC/ Web UI / BCM Solution.
- Requirement Analysis for enhancements and change requirements planned.
- Participate in enhancement detailing meetings with the client stakeholders.
- Planning for Identifying and Fixing defects during regression testing activities.
- Coordinate with the onshore SME’s in UK to execute/maintain quality objectives.
- Plan for effective knowledge Transfer support planning for a team of 15 resources.
- Perform Final Testing using automation testing tools within HP quality center.
- Capgemini Ltd is a global leader in consulting, digital transformation, technology, and engineering services.
- Technology: SAP CRM and SAP Contact Center (SAP BCM), SAP CRM On Premise and SAP BCM (Contact Center).
- Description: NHS24 is a UK government body providing health services to the citizens of Scotland.
CRM Functional Consultant
Warner Brothers
01.2013 - 05.2013
- Configure/Support/Maintain the SAP CRM-IPM (IP, Enterprise Rights Management) Solution.
- Requirement Analysis for enhancements and change requirements planned.
- Participate in enhancement detailing meetings with the client stakeholders.
- Planning for Identifying and Fixing defects during regression testing activities.
- Coordinate and execute release of Issues/PKE fixes planned for roll out within the production environment.
- Coordinate with the offshore teams in India and Romania to execute/maintain quality objectives.
- Plan for effective offshore work/support planning for a team of 15 resources located at multiple geographical locations.
- Perform Final Testing using automation testing tools within HP quality center.
- Warner Bros. is a leading media company involved in media production and distribution business.
- Technology: SAP CRM 7.2, SAP CRM On Premise.
CRM Analyst
Manheim (COX Communications)
09.2012 - 12.2012
- The business analyst role was very critical to the execution of the project.
- The role required detailed understanding of the business complexities around the arbitration (Marketing Automation) processes and articulating the solution design with the development teams.
- The project aims at refining the existing arbitration process with the help of Microsoft Dynamics CRM ecosystem.
- I was a part of the business analyst team which facilitates the transitioning of the existing functionalities within iSeries to Microsoft Dynamics CRM/ Salesforce.com.
- Manheim is a leading Auto Auction services provider in the US.
- Technology: Microsoft Dynamics CRM, Mainframe to MS Dynamics CRM process migration.
CRM Support Analyst
Michelin
03.2012 - 09.2012
- Provide consulting for implementation of standard business processes within Oracle Applications SCM module with the client business users.
- Release and change management for the application fixes resulting due to customizations.
- Gather client’s Distribution-Trade promotion specific business requirements from the Business users with the help of Capgemini specific IRMA methodology.
- Perform GAP Analysis, requirement specification documents in close communication with the business users and obtain their signoff’s before progressing for development.
- Translating business requirements into technical specifications and work in close coordination with the technical developers to achieve the desired business solution.
- Support technical development and customizations planned for the RICE components.
- Perform through testing of developed components and document the test results using quality management and defect tracking Capgemini Source forge/SVN tools.
- Michelin is world’s leading tire manufacturing company having its North American headquarters located at Greenville; SC.
CRM Business Analyst
D&H Distributing
07.2010 - 02.2012
- Provide consulting for implementation of standard business processes within Oracle Applications SCM-Channel Revenue Management (Trade Promotion management) module with the client business users.
- Present and demonstrate Trade promotions rebate management processes to Identify the business process alignment with respect to the client business.
- Perform GAP Analysis, requirement specification documents in close communication with the business users and obtain their signoff’s before progressing for development.
- Involved in solution designing for Buyers Workbench (BWB)–CRM rebate and offer management custom development.
- The objective: Build and Deploy the Oracle EBS Environment for DANDH Distributing.
- Implement Channel Revenue Management (Trade Promotion Management) business functionalities as per the business users requests.
- Streamline and automate manual processes for building process efficiencies.
- Build cost saving prepositions within the internal business teams through use of EBS technology.
- DANDH Distributing provides distribution services within US and Canada.
- Technology: CRM Trade Management, Oracle Applications CRM.
CRM Business Analyst
Cyret Technologies
09.2009 - 01.2010
- Involved in requirement gathering activities.
- Requirement and GAP Analysis.
- Formulating functional design documents.
- Solution design and developing custom workflows.
- Dashboard reporting and analytics.
- Performing UAT and end user training.
- Cyret Technologies Inc offers consulting and support services primarily within JD Edwards and Oracle EBS applications.
- Technology: Sales force CRM, Cloud CRM Application.
CRM Business Analyst
KPIT Info systems
05.2008 - 03.2009
- Build, Maintain and Support the Oracle EBS 11.5.10 Environment for Cummins Inc.
- Implement added business functionalities as per the department/business unit requests.
- Provide Technical development support for customizations and change requests.
- Facilitating data conversions, customizations, Inbound/Outbound Interfaces and custom components for providing support services within the EBS B2B, P2P and O2C processes.
- Testing of individual objects for technical /functional requirements for multiple departments through use of EBS technology.
- KPIT Info systems provides IT consulting and product engineering services.
- Technology: Oracle Apps CRM.
- Description: Cummins Sales and Service provides After sales service and support through a network of authorized dealers and distributers globally.
CRM Functional Consultant
Syntel Ltd
07.2006 - 03.2007
- Performing Requirement and GAP Analysis.
- Participating in CRP and UAT.
- Facilitating customization and personalization.
- Conducting end user trainings.
- Providing application support and hand holding.
- Syntel Ltd is a global provider of integrated technology and business services.
- Technology: Oracle Apps CRM, Service Contract Management.
- Description: Brocade Communication Systems, Inc. is an industry leader in data center networking solutions and services.
Business Analyst
Sansui Software Pvt Ltd
06.2004 - 07.2006
- Involved in requirement gathering and analysis.
- Performing setups for CRM foundation, Service Contracts, Sales and Marketing modules.
- Formulating the BR100 and MD50 documents.
- Conducting CRP’s and end user trainings.
- Facilitating report and workflow development.
- Sansui Software is one of the leading companies in the publishing and web based solution delivery.
- Technology: Dream Apps ERP, Cloud based ERP.
System Analyst
NIIT Technologies
11.2002 - 06.2004
- Install and maintain the ERP system (ENCORE) at client end.
- Train end users as per their roles/responsibilities.
- Validate the data inputs for report generation.
- Design reports for specific requirements.
- Data migration and updating.
- NIIT Technologies was the technology services arm of NIIT Ltd which is into IT training and E-Learning solution development services.
- Technology: Custom ERP (.Net Based), .Net Framework and ASP.Net.
Marketing Executive
Jetking Infotrain Ltd
10.1997 - 06.2000
- Strategize and plan sales campaigns.
- Supervise sales operations.
- Sales analysis and event handling.
- Selling H/W and N/W support Services.
- Conceptualizing advertising and sales promotions.
- Driving Marketing campaigns.
- Facilitating sales collection management.
- Jetking Ltd is a training company providing hardware and networking education through its franchisee network across India.
Education
M.M.S - Computer Management
Pune University
MaharashtraM.C.M - Computers
Pune University
MaharashtraP.G.D.B.M - Marketing
Pune University
MaharashtraB.Sc - Physics
Pune University
MaharashtraPost Graduate Degree - Artificial Intelligence
Indian Institute Of Technology
Jodhpur, India12-2025
Skills
- Ecommerce platform optimization
- B2B commerce expertise
- Customer relationship management
- Process improvement in marketing
- Skilled in implementing SAP Commerce Cloud
- Experienced in SAP Marketing applications
- Hands-on experience with SAP ECC
- Skilled in SAP customer management
- Skilled in implementing SAP BCM solutions
- Experienced in managing SAP integration projects
- Experience in API integration
- Development of responsive applications
- User interface development for mobile
- Experience with ReactJS
- React Native mobile app development
- Familiar with AngularJS framework features
Accomplishments
Design an automate sales and marketing processes for a leading steel company realizing revenue growth.
Design and Architect an Online Auction Solution which helps steel manufacturer in realizing savings worth 4-5 crore annually.
Design and architect enhancements for a retail ecommerce loyalty solution handling around 500 crore daily transaction revenues daily.
Help realize application maintenance support process efficiencies by automation for multiple clients
Affiliations
Indian Institute Of technology Incubation Center for research and development of AI based products
Nasscom Center Of Excellence- IOT and AI for startup presentations for AI products and solutions
Certification
IRMA and SEMBA business analysis certifications, Fundamentals of cloud computing - CloudU, Software Project Management from IIT Powai, Mumbai, Siebel CRM on Demand Release 15, SAP CRM 7.0, ITIL Training Capgemini Mumbai, SAP Business By Design
Skills Summary
Ecommerce – B2B Commerce, CRM – Sales & Marketing Automation, SAP Commerce Cloud (Formerly Called Hybris Commerce), SAP Sales and Marketing Cloud (Formerly called C4C – Cloud for Customer), SAP ECC (ERP System), SAP CRM/BCM (Contact Center), SAP CPI (Cloud Platform For Integration), RestAPI’s, Web/Mobile Front end Development Frameworks – ReactJS, ReactNative, AngularJS
Personal Information
Title: Ecommerce & CRM Solution Architect
Hobbies
1) Carrier Counseling for IT carrier opportunities within undergraduate and post graduate students.
2) Participation within startup events and product exhibitions.
3) Socializing within the IIT alumni network.
Timeline
AI Solutions Architect
Accenture Solutions Pvt.Ltd
04.2016 - Current
CRM Functional Consultant
Capgemini Ltd
01.2015 - Current
CRM Functional Consultant
Capgemini Ltd
04.2014 - 02.2015
CRM Functional Consultant
Capgemini Ltd
08.2013 - 03.2014
CRM Functional Consultant
Warner Brothers
01.2013 - 05.2013
CRM Analyst
Manheim (COX Communications)
09.2012 - 12.2012
CRM Support Analyst
Michelin
03.2012 - 09.2012
CRM Business Analyst
D&H Distributing
07.2010 - 02.2012
CRM Business Analyst
Cyret Technologies
09.2009 - 01.2010
CRM Business Analyst
KPIT Info systems
05.2008 - 03.2009
CRM Functional Consultant
Syntel Ltd
07.2006 - 03.2007
Business Analyst
Sansui Software Pvt Ltd
06.2004 - 07.2006
System Analyst
NIIT Technologies
11.2002 - 06.2004
Marketing Executive
Jetking Infotrain Ltd
10.1997 - 06.2000
M.C.M - Computers
Pune University
P.G.D.B.M - Marketing
Pune University
B.Sc - Physics
Pune University
M.M.S - Computer Management
Pune University
Post Graduate Degree - Artificial Intelligence
Indian Institute Of Technology