Summary
Overview
Work History
Education
Skills
Key project highlights
Websites
Certification
Timeline
Generic

Nikhil Kumar Das

Bangalore

Summary

Certified CRM expert with 15+ years of experience across Dynamics 365, Salesforce, Power Platform, and Adobe Sign.
Led cross-platform CLM and CPQ implementations, improving contract turnaround by 45% and saving $3M+ annually.
Served as Product Owner & Engineering Manager, managing global teams and full SDLC delivery.
Expert in automating workflows, streamlining UX, and driving compliance across industries.
Onsite delivery experience across USA, UK, and Singapore in BFSI, Public Sector, Healthcare, and Telecom.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Engineering Manager / Product Manager

Adobe
Bangalore
04.2021 - Current
  • Architected and developed a scalable CLM platform supporting the entire contract lifecycle—from authoring and negotiation to approval, signature, and renewal—used across sales, legal, and procurement functions.
  • Integrated multiple CPQ tools (D365 CPQ, Salesforce CPQ, Conga, and Apttus) to dynamically generate commercial and legal documents, reducing contract turnaround time by 40%.
  • Designed a unified user experience across platforms (D365 & SFDC), streamlining workflows for over 10,000 users globally, and eliminating redundant entry points between Legal, Sales, and Finance teams.
  • Embedded Adobe Sign to enable secure, auditable digital signing workflows, reducing paper-based processing and enabling 100% compliance with internal approval policies and audit standards.
  • Managed a cross-functional team of 30+ engineers, QA analysts, UX designers, and solution architects in Agile sprints, ensuring timely delivery and high-quality releases across geographies.
  • Collaborated closely with Legal, SalesOps, Security, and Compliance stakeholders to capture requirements, manage change, and implement governance-driven workflows.
  • Drove process automation via Power Automate and Salesforce Flow to reduce manual interventions and error rates, improving operational accuracy by 60%.
  • Oversaw UAT, regression, and performance testing efforts to ensure platform scalability, achieving 99.9% uptime and SLA adherence post go-live.
  • Led data migration and integration efforts with legacy systems (SharePoint, DocuSign, and on-prem ERPs), facilitating a single source of truth across contracts.
  • Enabled global rollout across North America, EMEA, and APAC in phases, leading to standardization of contracting processes and saving an estimated $3M+ annually through faster deal closures and compliance-driven automation.

Senior Business Analyst

Infosys
Offsite/Onsite
09.2014 - 03.2020
  • Led functional transformation projects across 7+ global enterprises by implementing and customizing Microsoft Dynamics CRM solutions, improving process efficiency by up to 40% and reducing manual effort by 50% through intelligent automation and streamlined interfaces.
  • Translated complex business requirements into scalable D365 CRM solutions across domains such as insurance (Allstate), healthcare (Molina), banking (Sacombank), government (Brent Council), and telecom (SingTel).
  • Delivered comprehensive solution and functional design documents, including use cases, swimlanes, user stories, wireframes, and test scenarios, enabling successful Agile implementation across sprints.
  • Migrated legacy systems (Siebel, QNXT, Northgate) to D365, consolidating data silos and achieving 360-degree customer/property visibility across various sectors.
  • Product owner responsibilities for enterprise solutions, managing roadmaps, backlogs, and prioritization while working closely with cross-functional teams including engineering, UI/UX, QA, and business.
  • Conducted end-to-end business process reengineering for customer onboarding, complaint management, loan approvals, field service dispatch, tenancy tracking, and housing benefits—resulting in cost savings and improved customer satisfaction.
  • Designed and implemented field service automation solutions using Universal Resource Scheduling (URS), RSO, and Power Automate to enhance technician efficiency and reduce response time by 30%.
  • Delivered presales support for enterprise CRM solutions—contributed to RFP/RFI responses, built tailored demos, and engaged stakeholders during solutioning phases, resulting in new wins across BFSI and telecom verticals.
  • Acted as SME and mentor, training global teams and business users across UK, Singapore, Vietnam, and US geographies; led UAT sessions and stakeholder demos for key releases.

Technical Analyst

Optiva (Formerly Redknee Inc.)
Pune
10.2013 - 09.2014
  • Administered and customized Microsoft Dynamics CRM 2011 to support telecom billing operations for global postpaid, prepaid, and hybrid subscribers.
  • Integrated CRM with Billing Support System (BSS) using WSDL-based APIs for subscriber provisioning and synchronization of call and charge data.
  • Designed and implemented custom CRM entities, workflows, and JavaScript-based validations to meet evolving business requirements.
  • Acted as a liaison between customers, support, and R&D teams to validate functional requirements and ensure successful production deployments.
  • Managed CRM portals (Adx Studio), performed unit testing, bug fixing, and provided daily customer support for telecom entities like Accounts and Subscriptions.

Software Engineer

Zensar Technologies Ltd.
Pune
10.2011 - 09.2013
  • Enhanced and maintained Microsoft CRM 4.0-based Complaints Management System to automate issue capture, routing, and resolution for Jetstar’s customer service operations.
  • Developed custom plugins, workflows, and CRM entities to support multilingual (Japanese & Korean) capabilities and evolving business rules.
  • Created and scheduled SSRS reports, SQL procedures, and utilities for bulk email, case resolution, and deletion using SQL Job Agent.
  • Implemented field-level security, validations using JavaScript, and managed CRM roles, users, and access controls to ensure data integrity.
  • Provided 24x7 application support, performed unit testing, bug fixing, and collaborated with technical teams to deliver change requests and system enhancements.

Education

Bachelors in Engineering - Computer Technology

KITS
Nagpur
01.2011

Skills

  • Microsoft Dynamics 365 and Power Platform
  • Azure SaaS/PaaS solutions
  • Power Automate workflows
  • Consulting and presales expertise
  • Leadership and team management
  • Contract lifecycle management
  • Process automation strategies
  • Cross-functional collaboration
  • Business process reengineering
  • Stakeholder engagement and communication
  • Strategic planning and prioritization
  • Engineering design and technology integration
  • Design optimization techniques
  • Business development initiatives

Key project highlights

  • Allstate Corporation (Insurance): Migrated from Siebel to D365 CRM, automated customer complaint handling, and improved case routing accuracy using category-priority-based workflows.
  • Molina Healthcare (Healthcare): Integrated D365 CRM with QNXT, IVR, and Web Portals, enabling real-time eligibility checks, provider communications, and claims management.
  • Sacombank (Banking): Enabled investment bankers with CRM for fund tracking and lead lifecycle management; improved data visibility by replacing legacy silos.
  • London Borough of Brent (Government): Developed housing CRM solution integrating tenancy, repair, and benefits systems—enhanced visibility and reduced deadline misses.
  • SingTel (Telecom): Deployed D365 Field Service with URS and RSO; enabled live technician tracking and reduced scheduling errors, resulting in a 25% increase in first-time fix rate.
  • Healthcare Staffing Firm (UK): Built registration/recruitment system using Azure Serverless, CDS, and Power Automate, accelerating onboarding by 35%.

Certification

  • Product Management Certied from ISB
  • Microsoft Certified – Microsoft Dynamics 365 + Power Platform

Timeline

Engineering Manager / Product Manager

Adobe
04.2021 - Current

Senior Business Analyst

Infosys
09.2014 - 03.2020

Technical Analyst

Optiva (Formerly Redknee Inc.)
10.2013 - 09.2014

Software Engineer

Zensar Technologies Ltd.
10.2011 - 09.2013

Bachelors in Engineering - Computer Technology

KITS

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