Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Trailblazer
Agentforce Expertise
Timeline
Generic

MANJIT DEY

Senior Salesforce Signature Success Engineer
Hyderabad

Summary

Overall 5 years of experience as an IT Professional: Salesforce Developer, Administrator, Support Engineer, and Customer Success Specialist. Currently working as a "Senior Technical Support Engineer" at Salesforce, with extensive experience in Salesforce tech with Customer Success Management. Strong expertise in Salesforce platform, architecture and handling high-severity escalations, collaborating cross-functionally, and mentoring new engineers.

Overview

4
4
years of professional experience
4
4
years of post-secondary education
6
6
Certifications
5
5
Languages

Work History

Senior Technical Support Engineer

Salesforce
06.2024 - Current
  • Became a hot zone engineer (Sev-1 taking engineer) early in my signature journey.
  • Handled multiple Sev-1 cases, including highly escalated issues, with a strong focus on resolution efficiency.
  • Assisted in multiple swarm requests, collaborating effectively across teams.
  • Maintained outstanding support metrics with zero escalations.
  • Collaborated closely with CSMs, CIC, Consultants, Architects, CCE, AE, SE, and other teams to drive customer success.
  • Strong experience in Customer Success, ensuring high customer satisfaction and proactive problem-solving.
  • Mentored new joiners and helped them transition smoothly into the support environment.
  • Received multiple appreciations from CSMs, Architects, and MVPs for handling high-profile escalations.
  • Specialized in P&Ts like Sales-Dev, Sales-How to, Sales Engagement, Sales-Agentforce, Sales-Developer Tools, among others.
  • Performed monitoring of deployments, peak performance monitoring, and other proactive support measures.
  • Managed and resolved over 50 high-severity Agentforce cases.
  • Provided extensive training to Signature, Premier, and Chat support engineers on Agentforce.
  • Participated in the Agentforce Hackathon, awaiting Stage-2 results.
  • Played a critical role in a large-scale project during Dreamforce, supporting 4,000 Lumen users going live.
  • Qualified to become the SME of Agentforce in Sales-AMER.
  • Recognized as a Technical Staffer during the AI Now Tour in Hyderabad.
  • Received multiple accolades for exceptional handling of Agentforce cases.
  • Designed a live monitoring strategy for a 4,000-user project to enhance real-time issue tracking.
  • Developed a working demo using Agentforce to improve case retrospectives and escalation avoidance, reducing dependency on third-party tools.
  • In-depth knowledge of Sales Agents (SDR and Sales Coach), Copilot, Actions, Topics, Prompt Builder, Connect API, Models API, and Einstein for Sales.
  • Familiar with Service Agents and Data Cloud.

Technical Support Engineer

Salesforce
04.2023 - 06.2024
  • Handled customer service inquiries adeptly, addressing complex issues with finesse.
  • Brief knowledge of the support process.
  • Effectively managed customer expectations, ensuring high satisfaction levels.
  • Cultivated and applied technical proficiency in designated product areas to assist customers efficiently.
  • Evaluated support cases for technical accuracy and troubleshooting precision.
  • Maintained proficiency in core skills while also expanding expertise in various other areas.
  • Thoroughly investigated and resolved customer concerns to provide optimal support.
  • Collaborated closely with the Product Team to investigate and resolve customer issues.
  • Experienced in providing developer support, troubleshooting apex, packaging issues, and flows majorly.

Senior Software Engineer | Salesforce Developer

Apisero, an NTT Data Company
05.2021 - 04.2023
  • Worked on Small-to-Medium-to-Large scale projects performing end-to-end implementation of Sales Cloud.
  • Created Apps, tabs, Record types, page layouts, permission sets, and profiles, created users, set up role hierarchy, and created custom objects, fields, and validation rules as per the requirements.
  • Performed Data cleansing, Data Modelling, and imported data using Data Import Wizard and Data Loader.
  • Written/Modified Trigger, Custom metadata, Custom setting, Apex classes, LWC, Aura, Destructive package, and Test Classes whenever required by following the best practices.
  • Worked on transforming tabular Postgres queries to Snowflake queries in PowerBI.
  • Performed deployment using Autorabit, and Change sets.
  • Successfully established Sales Path, increasing productivity and efficiency of the Sales team.
  • Worked on monitoring mule flows and Implemented Salesforce/Outlook and Salesforce/Gmail Integration.

Education

Bachelor of Engineering - Computer Science & Engineering

SEA College of Eng. & Tech
01.2016 - 01.2020

Skills

Apex

C

Java

Salesforce Flows

Process Builder

Trigger

Asynchronous Apex

Workflow rules

Schema Builder

LWC

Aura

Change Sets

Jira

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Certification

Salesforce Certified Platform Developer-I

Accomplishments

  • 2x Tango Appreciation, Double Star Ranger
  • 11 Awards: 4x Raving Reviews, 2x Apihana, 6x Kokua
  • Performance Excellence Award from Client

Trailblazer

trailblazer.me/id/madey

Agentforce Expertise

Provided extensive training to Signature, Premier, and Chat support engineers on Agentforce., Participated in the Agentforce Hackathon, and secured 5th position, Played a critical role in a large-scale project during Dreamforce, supporting 4,000 Lumen users going live., Qualified to become the SME of Agentforce in Sales-AMER., Recognized as a Technical Staffer during the AI Now Tour in Hyderabad., Received multiple accolades for exceptional handling of Agentforce cases., Designed a live monitoring strategy for a 4,000-user project to enhance real-time issue tracking., Developed a working demo using Agentforce to improve case retrospectives and escalation avoidance, reducing dependency on third-party tools., In-depth knowledge of Sales Agents (SDR and Sales Coach), Copilot, Actions, Topics, Prompt Builder, Connect API, Models API, and Einstein for Sales., Familiar with Service Agents and Data Cloud.

Timeline

Senior Technical Support Engineer

Salesforce
06.2024 - Current

Technical Support Engineer

Salesforce
04.2023 - 06.2024

Senior Software Engineer | Salesforce Developer

Apisero, an NTT Data Company
05.2021 - 04.2023

Bachelor of Engineering - Computer Science & Engineering

SEA College of Eng. & Tech
01.2016 - 01.2020

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MANJIT DEYSenior Salesforce Signature Success Engineer