Ashish Gupta

As a Lead CX Solution Architect, I provide functional and technical oversight for end-to-end Oracle CX4U implementations, integrating Sales and Marketing Automation with CCS for a unified Customer 360 view. I specialize in architecting complex Lead-to-Cash workflows for Key Account Managers and orchestrating seamless OIC-driven integrations between front-office CX and back-office utility engines. My focus is on driving "Next Best Action" strategies and ensuring robust data governance across the utility enterprise.

• Designed innovative architectural solutions for diverse client projects.
• Collaborated with cross-functional teams to integrate technology into designs.
• Managed project timelines and coordinated resources for architectural deliverables.

• Providing Functional and Technical oversight for Implementing the Oracle CX4U Service (Customer Service Representatives) for first call resolution by CSR's, Oracle CX4U Sales for Utilities for Key Account Managers, Oracle Digital Assistant and ELOQUA (Marketing Automation tool).
• Providing Functional oversight for Integrating the CX systems and other enterprise applications.
• Developing strategies for data migration effort from legacy application to CX application.
• (Utility - Water / Waste Water)

• Remediating the challenges and Issues faced in existing CX Sales for Utilities Implementation by analyzing business processes and identifying opportunities for improvement.
• Leading workshops and requirement gathering sessions.
• Designing, migrating, upgrading, and maintaining the existing solution to the latest product offering to meet the business needs.
• Problem-solving and troubleshooting complex integration issues by balancing cost and timelines in project deliverables.
• Transitioning from classic interface to redwood interface.
• Developing future roadmap and presenting to C-level driving Business Value, reducing TCO and phasing the roadmap in short, mid and long term engagement

• Providing Functional and Technical oversight for Implementing Oracle B2C (RightNow Solution) for first call resolution by CSR's, CX4U Sales for Utilities for Key Account Managers, ELOQUA for Marketing Automation, Unity as Intelligent Brain for ingesting all the data and segmenting for the front office applications and CPQ for Revenue Transformation
• Providing Functional oversight for Integrating the CX systems and other enterprise applications.
• Developing strategies for data migration effort from legacy application to CX application.

• Designed and delivered CX4U Sales & Service solutions for utilities, optimizing the Lead-to-Contract lifecycle for Key Account Managers and improving First Contact Resolution (FCR) for service agents.
• Architected bidirectional integrations between CX4U and CC&B/C2M, enabling real-time synchronization of financials, meter reads, usage history, and customer context across the Front Office.
• Led the design and rollout of Digital Customer Service (DCS) portals including My Account, Landlord, and Agency Admin, driving high-volume self-service adoption for payments, outage reporting, and Start/Stop/Transfer requests.
• Built secure, scalable integration patterns using Oracle Integration Cloud (OIC) to connect DCS with CIS, billing, and operational systems.
• Defined the Unified Customer Profile in Oracle Unity CDP, integrating ERP, CIS, AMI, and digital behavior data to power predictive insights and segmentation.
• Oversaw Unity ingestion pipelines, identity resolution, and activation rules to ensure actionable insights flow seamlessly to CX4U Service, CX4U Sales, and Marketing.
• Implemented Eloqua and Responsys for proactive customer engagement, including automated journeys for energy efficiency, peak-demand alerts, renewals, and safety communications.
• Ensured compliance and trust by maintaining a real-time feedback loop between Marketing platforms and Unity, synchronizing preferences and opt-outs across Sales and Service.
• Led presales activities including product demonstrations, technical discussions and solution presentations for prospective clients across various industries.
• Collaborated with sales teams to gather client requirements and deliver tailored, compelling demos that address business challenges and customer needs.
• Responded to complex RFPs (Requests for Proposals) by preparing detailed technical and commercial documentation, resulting in a high win-rate for new business opportunities.
• Developed comprehensive project work plans outlining milestones, deliverables, and resource requirements to support implementation and customer onboarding processes.
• Acted as a subject matter expert, supporting account executives with solution positioning and competitive differentiation during the sales cycle.

• Implemented the Oracle CX4U Agent Service and CX Sales for Utilities module.
• Lead the Development and Testing team for CX4U Sales / Service and Customer & Portals (Self Service Solution).
• Developing strategies for data migration effort from legacy application to CX application.

• Designing and Implementing End to End Sales Cloud, Service Cloud and CDM Global Solution.
• Implementing and scaling the solution globally in ~27 countries.
• Developing strategies to migrate the data from the variety for Legacy systems.
• Multi-lingual translations Implementation.
• Leading Managed Services team for supporting, improving, and maintaining.

• Designing and Implementing End to End Salesforce Service Cloud.
• Designing and developing community portal for students (one Stop solution).
• Designing and Implementing Salesforce Knowledge Management module with more than ~15K articles.
• Migrating the data from legacy applications to CX platform.

• Designing and Implementing End to End Oracle Sales Cloud, Service Cloud and Customer Data Management Solution.
• Designing and Implementing Oracle Partner Relationship Management and Oracle Territory Management module.
• Implementing and integrating Oracle ELOQUA with CX Sales.
• Migrating the data from the variety of Legacy systems in Oracle Engagement Cloud.

• Extensively worked upon client's business process and gathered the business requirements from the business users to map into Siebel CRM different modules like Sales, Service, Spare and CTI (Call Center Application).
• Lead Learning Management Module specifically designed for Dealers and distributors of Automotive Client.
• Implementing Siebel CRM8.1 consumer goods vertical specifically designed for dealers and distributors selling consumer goods products to end customers.
• Implemented custom FIFO (first IN first OUT) solution for Inventory Management based upon Order Fulfillment and shipment.
• Gathered Project co-ordination experience while interacting with Business at Onsite and offshore development teams on daily basis.
• Implemented Fusion Territory Management on premise.
• Carried out requirement analysis and documentation and complete setup and implementation of ERP R11 & R12.
• Gathered requirements for Customer Management, Customer Creation, Customer credibility check, RMA.
• Developed and implemented the end to end Lead to Cash business processes utilizing multiple platforms and solutions available (Oracle, Salesforce, Microsoft etc.)