Sampath Jayakody

Experience

• 

  Dialog Axiata PLC

  Nov 2005 - Aug 2006

  Telecommunication Technical Officer

  Responsibilities:# Network quality assurance was my key responsibility# Support for base station cutovers# Regular field visits for quality checkups.Key Achievements# Automating daily and weekly reports through VB scripts and Excel Macros, which could drastically reduce the routine work of the Quality Assurance team

• 

  Sri Lanka Telecom

  Aug 2006 - now

  As a Siebel CRM Development Lead, I'm responsible for managing and overseeing the development of customer relationship management (CRM) systems using the Siebel platform. This includes working with a team of developers to design, develop, and implement CRM solutions that meet the needs of the business and its customers. I'm also responsible for ensuring that the systems are maintained and updated to meet changing business requirements. Strong leadership skills, technical expertise, and experience with the Siebel platform helps to outperform my tasksKey Achievements# Spearheaded the development and seamless delivery of brand-new, tailor-made CRM modules, alongside significant enhancements to existing processes, elevating the overall user experience and satisfaction by 20% within the CRM platform.# Pioneered the establishment of a proficient Siebel CRM development team for SLT, starting from scratch, due to a shortage of available Siebel developers in Sri Lanka. This groundbreaking initiative not only entailed personal involvement in development but also involved shaping a thriving culture of Siebel development within SLT.# Achieved a remarkable outcome post-Siebel CRM implementation: zero new Change Requests (CRs) were submitted to external vendors for customizations in the Siebel application. This accomplishment was made possible by building a robust in-house development team, equipped to handle any business requirement.# Achieved a substantial 10% annual maintenance support cost reduction through adept negotiations, both commercially and technically, with vendors, demonstrating a shrewd cost-management approach.# Enabled seamless integration with multiple platforms, including the VAS platform and Online Charging Systems, enhancing CRM users' access to real-time, 360-degree customer insights, thus significantly elevating their operational capabilities. Show less Company has started Siebel CRM implementation and I was appointed as the business analyst for the key modules in CRM project to lead and deliver the module in coordination with business team and the development team.Responsibilities & Achievements# Implementation ownership of key functional modules of Siebel CRM : Product and pricing, Sales Order management, Sales force Automation, Quotation and proposals, Agreements & contracts.# Administration of Siebel CRM testing/configuration environment including support and maintenance of Siebel servers and components during the project.# Develop the Siebel CRM product model in accordance with SLT products and services to enhance the experience for the users by minimizing the user effort during ordering process and reducing time to market of new products.# Define the sales ordering process in Siebel CRM according to the business requirements optimizing performance and reducing the customizations# Overlooked the integration together with middleware system(SOA) for downstream systems synchronization such as Billing systems and Operation Support system(OSS) from CRM and defined solutions for the architectural problems.# Requirement and Feature matching with Siebel CRM to reduce customizations hence reducing the implementation cost# Reducing the implementation cost by undertaking the complete customizations of SFA (Sales Force Automation) module by my self. The total CR cost of the module was recovered for the company. Show less Starting from project implementation of i-Gen CRM in SLT as the project Engineer, overlooked the entire operation, configuration and administration of the CRM system after the project deployment.Responsibilities# Overlook the CRM project work as the project Engineer# Provide end to end solutions for CRM Product and pricing configurations as per the requirements raised by the product management team# Administration of CRM application in coordination with DBA team and server management team to maintain the stability and performance.# Vendor management for additional support and maintenance of CRM systemAchievements# Cost reductions from vendors through technical and commercial negotiations for change requests and Annual maintenance support# Providing technical solutions spread over CRM, OSS and Billing Support system for the requirements raised from product management team without causing additional cost for the systems in terms of commercial as well as performance.# Managing the CRM system operations with a minimum number of support officers through automating tasks, which require manual effort. Show less

  • Senior Engineer - CRM Solution Design & Development

    Jan 2024 - now

  • Engineer - Siebel CRM Design & Development

    Feb 2019 - Jan 2024

  • Engineer - Business Analyst : CRM Product & Order Management

    Apr 2015 - Feb 2019

  • Engineer - CRM Project and Configurations

    Nov 2011 - Mar 2015

  • Assistant Engineer

    Aug 2006 - Nov 2011