Kapil Singh
Enterprise Architect & Delivery Lead
Bangalore
Summary
Dynamic Enterprise Architect with 20+ years of experience delivering enterprise solutions that drive digital transformation and business growth. Proven track record of aligning IT strategies with business goals, leading cross-functional teams, and implementing innovative technologies that improve efficiency and resilience. Experienced in modernizing legacy systems, embedding AI-driven automation, and creating cloud-first strategies. Skilled at translating technical roadmaps into clear business value while mentoring teams to reach their potential. Guided by the principle that technology should serve people and business, I bring both vision and pragmatism to ensure it truly drives success.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Enterprise Architect & Delivery Lead
Merck KGaA
07.2019 - Current
- CCaaS Transformation: Implemented Genesys Cloud CX + Salesforce unified routing, boosting agent efficiency 20–30% and cutting resolution time 15%.
- China Migration - SFoA: Preparing China Migration Architecture, Gap Analysis, Migration stratety, Feature Parity, Replatform and Greenfield approach for Migration
- Predictive Model in Salesforce: Help in desiging and implementing Lead Scoring Prodcitive Model and Customer Churn Prediction, Knowledge RAG and LLM Fine Tuning for POC
- Case Assignment Automation: Automated routing via Salesforce Agentforce/Einstein/OCR, saving 666 hrs/month, improving efficiency 40%, and raising accuracy 35%.
- Order Management Automation: Deployed OCR + ERP integration, reducing manual entry 75%, saving 367 hrs/month, cutting errors 90%, and improving processing speed 60%.
- Document Automation: Streamlined COA/COQ/COO workflows, saving 117 hrs/month, reducing turnaround time from days → hours, ensuring compliance & traceability.
- Chatbot Migration: Upgraded to NLP-driven Salesforce Agentforce chatbot, increasing self-service resolution 45%, saving 500 hrs/month, and lifting CSAT 20%
Principal Architect & Practice Lead
Enquero Inc
06.2018 - 07.2019
- Designed enterprise architecture frameworks that supported business growth and improved service delivery by 40%.
- Collaborated with senior leadership to align IT infrastructure with the organizational strategy, leading to a 20% increase in project success rates.
- Implemented governance models that enhanced compliance and reduced risks in IT operations.
Sr. Solution Architect & Technology Leader
GE Digital
04.2017 - 06.2018
- Architected integrated solutions that improved data accessibility across departments, enhancing decision-making processes.
- Facilitated workshops and training sessions to educate stakeholders on architecture best practices.
- Performed technology assessments that led to strategic partnerships with leading software vendors.
Technology Specialist & SME
Honeywell Inc
11.2010 - 03.2017
- Drove enterprise architecture principles, ensuring scalable and resilient Salesforce & Marketing Automation platforms.
- Built multi-product lead scoring models, increasing conversion and pipeline efficiency.
- Designed and implemented global lead lifecycle management, improving revenue tracking and ROI visibility.
- Led integrations of Marketo, Salesforce, and digital platforms, enabling global demand generation growth.
Consultant & Technical Lead
Wipro
10.2007 - 11.2010
- Designed Salesforce solutions and integrations, delivering scalable platforms.
- Led end-to-end development of high-level and low-level architectures, ensuring seamless system integration and performance.
- Collaborated with business stakeholders to translate requirements into practical, high-value technical solutions, reducing delivery time and costs.
Software Engineer
HedgeStreet Software Services
03.2006 - 10.2007
- Developed CRM tools using Java, Hibernate, and Jasper Reports, improving business efficiency and providing real-time sales and customer insights.
- Designed database procedures and collaborated with stakeholders to deliver scalable, high-value solutions aligned with business needs.
Research & Development Engineer
TVS Electronics
07.2005 - 03.2006
- Led the design and development of prototype UPS and inverter systems, including complete PCB design, testing, and optimization for performance and reliability.
- Collaborated with cross-functional teams in hardware, firmware, and manufacturing to translate technical requirements into scalable product prototypes, supporting future commercialization.
Research & Development Engineer
Emerson Network Power
10.2001 - 03.2003
- Designed and developed industrial UPS systems tailored for mission-critical environments, ensuring high reliability and uninterrupted power supply.
- Delivered customized UPS solutions for major clients including DMRC, Siemens, and Johnson & Johnson, meeting stringent performance and safety standards.
- Collaborated with cross-disciplinary teams in hardware design, testing, and quality assurance to bring prototypes into production-ready systems.
Education
Master of Technology -
Indian Institute of Technology
Mumbai, India 04.2001 -
Bachelor of Engineering -
National Institute of Technology
Surat, India07-2001
Skills
- Enterprise Architecture & IT Strategy Planning
- Solution & System Architecture Design
- Cloud & Security Architecture (AWS, Azure, Salesforce)
- Microservices & API Management
- DevOps, MLOps & LLMOps Practices
- Artificial Intelligence, Machine Learning & Generative AI
- LLM Fine Tuning, RAG, GraphRAG
- Data Modeling & Advanced Analytics
- Business Process Improvement & IT Governance
- Project & Program Management (Agile / Scrum)
Certification
Six Sigma Green Belt, Salesforce Certified Admin, Salesforce Certified Developer, Marketo Certified Expert, Marketo Certified Architect, Agile Scrum Master, Expert Foundation Program for Leadership, Unconscious Bias
Timeline
Enterprise Architect & Delivery Lead
Merck KGaA
07.2019 - Current
Principal Architect & Practice Lead
Enquero Inc
06.2018 - 07.2019
Sr. Solution Architect & Technology Leader
GE Digital
04.2017 - 06.2018
Technology Specialist & SME
Honeywell Inc
11.2010 - 03.2017
Consultant & Technical Lead
Wipro
10.2007 - 11.2010
Software Engineer
HedgeStreet Software Services
03.2006 - 10.2007
Research & Development Engineer
TVS Electronics
07.2005 - 03.2006
Research & Development Engineer
Emerson Network Power
10.2001 - 03.2003
Master of Technology -
Indian Institute of Technology
04.2001 -
Bachelor of Engineering -
National Institute of Technology
Technology Stack
- APIs & Integration: Microsoft API Management (APIM), Proxy Setup, Palantir, SAP, myGPT, REST, SOAP, GRaphQL,
- OCR: Microsoft OCR, AWS Textract,
- AI/ML/DL/Gen AI: Langfuse, AgentCore, N8N, Qdrant Vector DB, Neo4j Graph DB, MCP, and A2A
- LLM - RAG, GraphRAG, LLM Tuning,
- Communication & Workflow: Genesys, Esker, Marketo
- Salesforce Platform: Data Cloud, Agentforce, Agentforce Data Library, Prompt Builder, Search Index, Retriever, Document AI, Intelligent Context, ML Model, Einstein Case Classification, Territory Management, Sales Cloud, Marketing Cloud
Key Initiatives and Achievement
- Establishing Architecture Principles & Governance – Defined enterprise architecture principles and policies, ensuring alignment of IT solutions with long-term business strategy.
- China Migration - Salesforce on Alibaba Cloud – Preparing SFoA Architecture Landscape, Gap Analysis, China Boundary Data Definition, Migration Strategy, and To Be Architucture.
- AI Setup in Target Architecture – Predictive AI for Lead Scoring and Customer Churn in Salesforce, Integration of Knowledge RAG with Agentforce, POC on LLM Fine Tuning vs RAG.
- Strengthened Collaboration & AI Enablement – Initiated Solution Architecture Board and Architecture Review Board to foster solution-level collaboration in Life Science, while setting up an AI governance framework and evaluating AI/ML tools for responsible, scalable adoption.
- Led Global CCaaS Transformation – Delivered Genesys Cloud CX + Salesforce unified routing across voice & digital channels, improving agent efficiency 20–30%, reducing resolution time 15%, and boosting CSAT.
- Accelerated Intelligent Automation – Deployed OCR, AI, and workflow automation for case management, order processing, document handling, and chatbots, saving 1,650+ hrs/month, cutting errors 90%, and increasing processing speed 60%.