madhur.katarmal

Actively looking for new roles New Delhi ·

role: Salesforce Technical Lead & Consultant

9+ years across Service, Sales and Experience Cloud. I translate complex business requirements into secure, maintainable Salesforce solutions, and lead the teams that build them.

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now
Lead Consultant, NTT Data
solves
Service operations · Customer portals · System integrations · Process automation
fig. 01 — Salesforce landscape hover · click to pin
A typical Salesforce landscape Sales Cloud, Service Cloud and Experience Cloud run on one Salesforce Platform, built with Apex, Lightning Web Components, Aura Components and Flows. The platform connects to external systems over REST, either point-to-point or through a middleware integration layer. via middleware point-to-point REST Sales Cloud · pipeline Service Cloud · cases Experience Cloud · portals Salesforce Platform Apex · LWC · Aura Components Flows · Objects · Sharing Integration Layer middleware · REST APIs External Systems ERP · data · APIs

// a typical Salesforce org, simplified

01 / About

Start with the process, then the platform.

I’m a Salesforce Technical Lead and consultant with 9+ years on enterprise programs at Accenture, Makepositive, Publicis Sapient and now NTT Data, moving from building solutions to designing and leading them.

Most of my work starts in a requirements workshop and ends in a release. In between, I design the solution, validate it through proofs of concept and architecture reviews, guide the team that builds it, and plan how it reaches production.

I’ve delivered for clients in banking and financial services, education, energy, travel, technology, telecom, media, property and event management, and supply chain.

how I work

  1. 01

    Understand the requirement

    Requirements gathering, client workshops and stakeholder discussions to define what the solution has to do for the business.

    Publicis Sapient · Makepositive

  2. 02

    Design and validate

    Solution design, architecture reviews and technical estimation, with proofs of concept and client demos to test an approach before it is built.

    NTT Data · Publicis Sapient · Makepositive

  3. 03

    Build to a standard

    Declarative automation such as Flows and validation rules, and code such as Apex, LWC and Batch Apex, kept consistent through development standards, code reviews and mentoring.

    Accenture · Makepositive · NTT Data

  4. 04

    Release with control

    Release planning, sandbox management, branching strategy and CI/CD with SFDX and Bitbucket, followed by production support after go-live.

    Makepositive · Accenture

Setup › Company Information › Org Limitsnone exceeded

  • 9+

    Years of experience

    limit: ∞

  • 9

    Salesforce certifications

    8 active · 1 retired

  • 5

    Clouds delivered

    Sales · Service · Experience · FSC · Education

  • 3

    Awards & recognition

    see § 05

02 / Expertise

Eight domains, with evidence.

Each domain is tied to the engagements where I used it. The map shows how they connect.

  • Salesforce clouds

    Service Cloud at NTT Data; Sales, Education and Experience Cloud at Publicis Sapient; Sales, Financial Services and Experience Cloud at Accenture.

    • Sales Cloud
    • Service Cloud
    • Experience Cloud
    • Financial Services Cloud
    • Education Cloud

  • Platform capabilities

    Skills-based and queue-based routing and Knowledge at NTT Data; Scheduler and Einstein Activity Capture at Publicis Sapient.

    • Skills-Based Routing
    • Queue-Based Routing
    • Salesforce Knowledge
    • Experience Cloud Portals
    • Salesforce Scheduler
    • Einstein Activity Capture

  • Automation

    Batch and Scheduled Apex frameworks at NTT Data; Flows, workflows and validation rules at Accenture.

    • Flows
    • Validation Rules
    • Workflows
    • Batch Apex
    • Scheduled Apex

  • Development

    The LWC and Apex rebuild of the Known Issues Portal; Apex, LWC and Aura Components at Accenture.

    • Apex
    • Triggers
    • Lightning Web Components
    • Aura Components
    • HTML
    • CSS
    • JavaScript

  • Integrations

    Point-to-point and middleware REST integrations at Makepositive; Open CTI telephony at Accenture.

    • REST APIs
    • Inbound & Outbound
    • Point-to-Point
    • Middleware
    • Open CTI
    • DocuSign

  • Security & sharing

    Certified Sharing & Visibility Architect; guest-user security on Experience Cloud at NTT Data; role hierarchies and sharing at Accenture.

    • Sharing & Visibility
    • Role Hierarchies
    • Sharing Rules
    • Profiles
    • Permission Sets
    • Guest User Security

  • Delivery & DevOps

    Release planning, platform governance and repository management at Makepositive.

    • SFDX
    • Bitbucket
    • CI/CD
    • Release Planning
    • Sandbox Management
    • Branching Strategy
    • Code Reviews

  • Consulting & leadership

    Technical Lead and Solution Architect at NTT Data; workshops and proofs of concept at Publicis Sapient; mentoring at Makepositive.

    • Requirements Gathering
    • Client Workshops
    • Solution Architecture
    • Architecture Reviews
    • Proofs of Concept
    • Technical Estimation
    • Stakeholder Management
    • Agile Delivery
    • Technical Leadership
    • Team Mentoring

03 / Case studies

Six projects, challenge to delivery.

Each case follows the same structure: the business challenge, what was needed, the Salesforce solution, how it was built and my part in it. Diagrams illustrate the pattern, not a client’s actual system.

Case 01NTT Data

Service Cloud delivery for a US supply-chain business

challenge
A large-scale US-based supply-chain client had complex business requirements that needed a scalable, maintainable Service Cloud solution.
solution
Service Cloud with two routing models running in parallel on Omni-Channel: Skills-Based Routing and queue-based routing, with Apex deciding which one each case goes through. Flows and Apex handle automation, Lightning Web Components the custom interfaces, plus integrations with connected systems.
technical approach
Service CloudOmni-ChannelSkills-Based RoutingQueue-Based RoutingApexFlowsLWCIntegrations
my contribution
Technical Lead and Solution Architect: I lead solution design and delivery, and own the technical architecture, design reviews and implementation strategy.
Omni-Channel Case Apexdecides Skills-BasedRouting Queue-BasedRouting Agentby skill Agentby queue
Apex picks the route per case · both models run in parallel

Case 02NTT Data

The Known Issues Portal, without middleware or Coveo

challenge
Salesforce’s Known Issues Portal, an Experience portal, reached Salesforce through middleware and Coveo.
requirements
Modernize the portal and remove its middleware and Coveo dependencies.
solution
A redesign on-platform, with both the middleware and Coveo layers removed.
technical approach
LWCApexLightning Web Components for the portal, Apex on the server side.
my contribution
Led the modernization.
business value
Middleware and Coveo dependencies eliminated.
ExperiencePortalLWC Middleware Coveo SalesforceApex
toggle to compare · both hops disappear

Case 03NTT Data

Knowledge and release automation

challenge
Product Knowledge and Release Management processes needed backend automation.
solution
Backend automation frameworks built on asynchronous Apex.
technical approach
Batch ApexScheduled ApexSalesforce KnowledgeBatch Apex processes records in chunks; Scheduled Apex runs the jobs on a schedule.
my contribution
Designed and implemented the frameworks.
Salesforce org Scheduled Apex start() execute() finish() Batch Apex Knowledgearticles Releaserecords
Schedulable → Database.Batchable → records

Case 04Makepositive

REST integrations in both directions

challenge
Client engagements needed Salesforce to exchange data with external systems.
requirements
Data flowing both ways: inbound to Salesforce and outbound to external systems.
solution
REST integrations in two architectures: point-to-point and middleware-based.
technical approach
REST APIsPoint-to-pointMiddleware
my contribution
Designed and implemented the integrations.
Salesforce Middleware External point-to-point
outbound inbound

Case 05Accenture

Telephony inside the CRM

challenge
Customer service operations needed telephony capabilities inside Salesforce.
solution
CTI integrations built on Open CTI, with advanced telephony capabilities for service teams.
technical approach
Open CTIAura ComponentsThe telephony interface runs as Aura components inside Salesforce.
my contribution
Delivered the CTI integrations and implemented the telephony capabilities.
Telephony Open CTI Salesforce Aura component
call events ⇄ Aura component UI in Salesforce

Case 06Publicis Sapient

Student lifecycle on Experience Cloud

challenge
Education clients needed digital support for students, faculty and applicants.
requirements
Student lifecycle management, faculty engagement and application processing workflows.
solution
An Experience Cloud portal on Education Cloud, with Salesforce Scheduler for appointment scheduling and Einstein Activity Capture syncing email and calendar activity.
technical approach
Experience CloudEducation CloudSalesforce SchedulerEinstein Activity Capture
my contribution
Developed the Experience Cloud solutions.
Experience Cloud portalapplicants · students · faculty Education Cloudstudent lifecycle AppointmentSchedulingSalesforce Scheduler Einstein ActivityCaptureemail · calendar sync
one portal on Education Cloud, with scheduling and activity capture

04 / Experience

From developer to technical lead.

Four firms since 2017, each role building on the last, plus where it began: a UI/UX internship at IndiGo.

  1. — Present

    NTT Data Inc.

    Digital Solution Consultant · Lead Consultant

    • Lead solution design and delivery as Technical Lead and Solution Architect for a large US-based supply-chain client, across Service Cloud, integrations, Skills-Based Routing, Apex, Flows and LWC.
    • Led the modernization of Salesforce’s Known Issues Portal: removed its middleware and Coveo dependencies and rebuilt it in LWC and Apex.
    • Own the technical architecture, design reviews and implementation strategy for complex requirements, keeping solutions scalable and maintainable.
    • Designed and built backend automation frameworks for Product Knowledge and Release Management on Batch and Scheduled Apex.
    • Contribute to enhancing and maintaining Experience Cloud portals, including guest-user access and security.

    stack: Service Cloud · Experience Cloud · Apex · LWC · Flows · REST APIs · Skills-Based Routing · Salesforce Knowledge · Guest User Security · Batch Apex · Scheduled Apex

  2. —

    Publicis Sapient

    Senior Associate Technology, L2 · TLG India Pvt. Ltd.

    • Delivered end-to-end CRM implementations on Sales Cloud, Education Cloud, Experience Cloud, Salesforce Scheduler and Einstein Activity Capture.
    • Led technical solutioning and implementation for clients in banking, education, energy, travel and technology.
    • Designed and validated solutions through proofs of concept, client demos and solution reviews.
    • Contributed to a large-scale commercial lending transformation involving nCino for a leading UK-based bank.
    • Built Experience Cloud solutions for student lifecycle management, faculty engagement and application processing.
    • Took part in requirements workshops, stakeholder sessions and architecture reviews that shaped scalable solutions around business goals.

    Core Value Award 2023 · Salesforce COE · Partnering for Client Impact

    stack: Sales Cloud · Education Cloud · Experience Cloud · Salesforce Scheduler · Einstein Activity Capture · nCino · Apex · LWC · REST APIs · Solution Design · POCs

  3. —

    Makepositive Software Solutions

    Technical Consultant

    • Designed and built inbound and outbound REST integrations, both point-to-point and through middleware.
    • Delivered consulting and solution design across concurrent engagements in telecom, media, travel, property management and event management.
    • Led technical estimation, code reviews, release planning and platform governance across multiple Salesforce environments.
    • Worked with stakeholders and product owners on solutions involving custom LWC development and enterprise integrations.
    • Mentored junior developers and guided the team on solution design, development standards and best practices.
    • Supported platform optimization, release readiness, DevOps and repository management with SFDX and Bitbucket.

    stack: Sales Cloud · Service Cloud · Experience Cloud · Apex · LWC · REST APIs · Integrations · SFDX · Bitbucket · Code Reviews · Technical Solutioning

  4. —

    Accenture Services Ltd.

    Application Development Analyst

    • Implemented end-to-end CRM capabilities across Sales Cloud, Financial Services Cloud and Experience Cloud, including REST integrations with external systems.
    • Delivered Open CTI integrations, bringing advanced telephony capabilities to customer service operations.
    • Worked on multiple enterprise Salesforce transformation programs in banking and financial services.
    • Built scalable solutions with Apex, LWC, Aura Components, Flows and the Salesforce security model.
    • Designed automation using workflows, validation rules, role hierarchies, sharing configuration and custom business processes.
    • Worked across technical design, development, testing, deployment and production support on large-scale implementations.

    stack: Sales Cloud · Financial Services Cloud · Experience Cloud · Apex · LWC · Aura Components · Open CTI · REST APIs · Flows · Security Model · Role Hierarchies · Sharing Rules

  5. — · internship

    InterGlobe Aviation (IndiGo)

    UI/UX Trainee · B.Tech curriculum internship

    • Contributed to the redesign of an internal employee portal through UI/UX research, wireframing and interface design.
    • Created mockups, screen layouts, icons and visual assets to improve usability.
    • Designed internal reports and communication materials used across business functions.

05 / Certifications

Nine certifications, one retired.

Architect, consultant, developer and administrator tracks, plus three awards and recognitions.

  • Cert 01active

    Salesforce Certified

    Sharing & Visibility Architect

    track: architect

  • Cert 02active

    Salesforce Certified

    Service Cloud Consultant

    track: consultant

  • Cert 03active

    Salesforce Certified

    Sales Cloud Consultant

    track: consultant

  • Cert 04active

    Salesforce Certified

    Platform Developer II

    track: developer

  • Cert 05active

    Salesforce Certified

    Platform Developer I

    track: developer

  • Cert 06active

    Salesforce Certified

    Platform App Builder

    track: developer

  • Cert 07active

    Salesforce Certified

    Administrator

    track: administrator

  • Cert 08active

    Salesforce Certified

    Associate

    track: foundations

  • Cert 09retired

    Salesforce Certified

    AI Associate

    retired by Salesforce

recognition

  • Publicis Sapient Core Value Award 2023 · Salesforce COE · Partnering for Client Impact
  • Agentblazer Champion · 2025
  • Trailhead Ranger · 1×

06 / Education

An engineering foundation.

  • Bachelor of Technology, Information Technology

    Amity School of Engineering & Technology, Guru Gobind Singh Indraprastha University, New Delhi

    67.5%

  • Senior Secondary, CBSE Class XII

    Oxford Sr. Sec. School, New Delhi

    85.65%

  • Secondary, CBSE Class X

    Oxford Sr. Sec. School, New Delhi

    8.6 CGPA

07 / Contact

Have a Salesforce role in mind?

I’m actively looking for my next Salesforce role. Email is the quickest way to reach me.

esc

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