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Rehan Siddiqui

@rehansiddiqui2

I deliver Salesforce and Amazon Connect solutions that improve contact-center efficiency, routing, and customer experience.

India

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What I'm looking for

I'm looking to deliver end-to-end Salesforce and contact-centre transformation projects, partnering with stakeholders to turn requirements into scalable Sales, Service, and Amazon Connect solutions.

I've delivered Salesforce solutions at Coforge Technologies, configuring Sales, Service, and Service Cloud Voice capabilities for insurance and legal CRM projects. I translate stakeholder needs into requirements, user stories, functional specifications, process flows, test plans, and end-user documentation.

I build Amazon Connect contact flows, IVR workflows, routing profiles, queues, and Omni-Channel voice routing, integrating Lambda, S3, and CloudWatch. My work improved agent productivity by 25%, reduced average handling time by 15%, improved first-call resolution by 20%, and reduced manual effort by 40%.

Previously at Cognizant, I supported Salesforce customer implementations through discovery, best-practice guidance, and end-user documentation. I bring experience across agile delivery, stakeholder management, change and scope management, defect analysis, testing, Salesforce configuration, and contact-centre design.

Experience

Work history, roles, and key accomplishments

Current

Salesforce Business Analyst

Current

Coforge Technologies Ltd.

Dec 2021 - Present (4 years 9 months)

Engaged with business product owners to understand needs, participated in discovery sessions, and configured Salesforce Sales and Service Cloud applications. Prepared reports and created business requirement documents, user stories, and test strategy plans.

Salesforce Sales Cloud Service Cloud Service Cloud Voice Amazon Connect AWS Lambda S3 Cloudwatch IVR Omnichannel Business Analysis Requirements Gathering Stakeholder Management Excel Test Planning Defect Management User Training

Salesforce Functional Consultant

Cognizant Technology Services

Jan 2019 - Dec 2021 (2 years 11 months)

Engaged with Salesforce customers for internal implementations, participated in kick-off and discovery sessions, and helped clients with best practices for Salesforce implementations. Created technical documents for end users.

Salesforce Implementation Discovery Best Practices Technical Documentation

Associate IT Operations

Synechron Technologies

Jun 2013 - Oct 2015 (2 years 4 months)

Managed user profiles and access controls, handled AMC of personal computers, and worked extensively in Windows Active Directory. Deployed VMs and supported in-house applications in Citrix environment, including managing user sessions and administering SCOM server.

Windows Active Directory Citrix AppSense AppCenter SCOM VM Deployment And Management User Management Access Control