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Madhava Tirumala

@madhavatirumala

Product Manager at Sogeti USA (Capgemini), aligning SAP-to-Salesforce migration and Agentforce delivery with business needs.

United States

Message

At Sogeti USA (Capgemini), I partner with KPMG stakeholders and delivery teams on an enterprise SAP-to-Salesforce migration. I analyze connections across SAP modules, Salesforce, EDL (Zaloni), and MuleSoft to support migration planning and process alignment.

I established and led a 15-member onsite/offshore team, coordinating delivery and communicating dependencies and blockers to executive stakeholders. I also defined business scenarios for Agentforce Employee and Pilot agents and evaluated agent behavior in pre-production.

At Toyota Financial Services, I worked with product owners to turn auto-finance needs into user stories and refine backlogs for customer correspondence, billing statements, and Salesforce Service Cloud migration. I also contributed to Salesforce Sales and Service Cloud requirements, integration discussions, and release activities.

Earlier, at DIRECTV / AT&T, I elicited requirements for Commercial CRM on Salesforce Service Cloud and supported configuration, integrations, and CTI-enabled agent workflows. My experience spans auto finance, telecommunications, and digital entertainment, with a focus on customer servicing and enterprise technology delivery.

Experience

Work history, roles, and key accomplishments

Current

Product Manager | Business Analysis & Salesforce Delivery

Current

Sogeti USA (Capgemini)

Oct 2020 - Present (6 years 1 month)

Partner with program stakeholders and delivery teams on an enterprise SAP-to-Salesforce migration, translating business and system needs into coordinated delivery activities. Established and led a 15-member onsite/offshore team, facilitated cross-team coordination, and contributed to Agentforce initiatives.

Salesforce Sales Cloud Agentforce Data Cloud MuleSoft Azure DevOps Jira Katalon SAP EDL (Zaloni)Scrum Of Scrums Facilitation

Salesforce Cross-Cloud Integration Manager

Mary Kay

Jun 2020 - Oct 2020 (4 months)

Analyzed cross-cloud business processes spanning Salesforce Commerce, Community/Experience, Service and Marketing Clouds for globally distributed business users. Reviewed MuleSoft API dependencies and data flows, and supported global UAT teams on Community Cloud configuration.

Salesforce Commerce Cloud Service Cloud Salesforce Experience Cloud Marketing Cloud MuleSoft Azure DevOps qTest Confluence Jira

Senior Product Manager

Toyota Financial Services

Nov 2019 - May 2020 (6 months)

Worked with product owners to translate business needs for a FISERV-based auto-finance application into actionable user stories. Analyzed information accuracy and freshness requirements for FDCPA, FACTA and SCRA considerations, and supported planning for migration from FISERV to Salesforce.

Fiserv Salesforce Service Cloud Azure DevOps Oracle DB Toad Jira FDCPA FACTA SCRA

Salesforce Lead Product Manager | Business Analysis

Toyota Financial Services

Jan 2017 - Oct 2019 (2 years 9 months)

Partnered with product owners and business stakeholders to refine Salesforce Sales and Service Cloud requirements, prioritize backlog items and clarify acceptance criteria. Supported solution discussions for integration with call-center operations, MuleSoft/TIBCO migration, and FISERV-to-Salesforce migration analysis.

Salesforce Sales Cloud Service Cloud Marketing Cloud MuleSoft TIBCO SAP Copado Jira Agile Accelerator ALM Splunk SOQL Apex

IT Principal Analyst | Commercial CRM

DIRECTV / AT&T

Jul 2009 - Dec 2016 (7 years 5 months)

Engaged business users to elicit and document requirements for Commercial CRM on Salesforce Service Cloud, producing BRDs, FSDs and system-specific documentation. Analyzed business rules and supported configuration of Salesforce validation rules, workflows, approval processes, and role-based access.

Salesforce Sales Cloud Service Cloud ICAN SOAP Web Services SOQL Quality Centers Syntellect CTI

Lead Analyst | Billing, Business Intelligence & Compensation Systems

DIRECTV

Jun 2009 - Nov 2016 (7 years 5 months)

Supported enterprise applications covering Media Billing and Crediting, Business Intelligence, Dealer/Distributor/Installer Compensation, and Billing Credits, CSR Help and Contracts Maintenance. Worked across business-critical billing, crediting, compensation and customer-support systems in a complex telecommunications environment.

Billing Systems Business Intelligence Compensation Systems Telecommunications

Senior Consultant | Order Management & Contact Management CRM

Amdocs / AT&T

Jun 2005 - Jun 2009 (4 years)

Supported Order Management and Contact Management CRM initiatives, working with Oracle databases and Clarify CRM in an enterprise telecommunications environment.

Oracle DB Clarify CRM Order Management Contact Management Telecommunications