Selected Projects
Case studies highlighting impactful transformations and scaled solutions.
Customer 360 Implementation for Healthcare Payers
Challenge: Major healthcare organizations struggled with fragmented patient/HCP data silos across disparate systems, impeding personalized care and marketing automation.
Solution: Acted as Lead Architect for a multi-phase Customer 360 rollout. Architected and configured key Data Cloud elements including complex data streams, DMOs, and sophisticated identity resolution rules.
Result: Successfully unified data across Health Cloud, Service Cloud, Marketing Cloud, and external clinical/claims systems. Managed seamless integrations with Snowflake and AWS via MuleSoft, establishing a single, actionable source of truth.
Salesforce Agentforce Service & Employee Agents
Challenge: An enterprise required intelligent automation to handle complex, multi-step back-office processes and customer service inquiries while maintaining strict explainability and context retention.
Solution: Designed and implemented an "Observe to Agent" architecture utilizing Salesforce Agentforce. Built RAG-based grounding pipelines integrating custom LLMs via AWS Bedrock and LangChain.
Result: Deployed highly capable service and employee agents that seamlessly interface with specialized models and third-party engines. The solution reduced manual resolution times significantly while providing fully auditable and compliant AI decisions.
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