Senior Manager, Software Engineering

Direct enterprise-wide Salesforce strategy and architecture across Cox Automotive's portfolio, overseeing multiple Salesforce instances supporting 6,000+ users across diverse business units. Lead cross-functional teams of Salesforce architects, developers, and administrators while driving digital transformation initiatives that align technology investments with corporate strategic objectives.

Manager, Software Engineering

Led enterprise Salesforce architecture and development across four distinct instances supporting 6,000+ users organization wide. Managed two Agile Scrum teams delivering strategic initiatives, system integrations, and continuous improvement projects.

Senior Salesforce Developer

Delivered enterprise-scale Salesforce development projects, including SAP integration, CPQ implementation, territory management, and custom application development supporting 6,000+ users.

Senior Salesforce Developer / Database Administrator

Managed complete Salesforce org administration and development, implementing Service Cloud, knowledge management, and system integrations while providing comprehensive platform support.

Salesforce Developer / Administrator

Led Salesforce development and administration initiatives, including CRM migration, third-party integrations, and custom application development for media and publishing operations.

Salesforce Developer

Delivered end-to-end Salesforce implementations for education and agriculture sectors, building custom applications with complex workflows, integrations, and reporting solutions.

Lead Software Developer

Led Salesforce platform development and implementation projects, serving as functional team lead for major Sales and Service Cloud deployments across cross-functional teams..

Sharma, N. (2025) - AI Enhanced Data Privacy in Retail CRM Systems.

This research investigates the implementation of AI-driven privacy protection mechanisms in retail CRM environments, addressing the critical balance between personalized customer experiences and data protection compliance. The study presents a framework for automated privacy controls that maintain GDPR and CCPA compliance while enabling predictive analytics.

Keywords: Artificial Intelligence, Data Privacy, CRM Systems, Retail Technology, GDPR Compliance

Sharma, N. (2025) - Predictive Customer Intelligence: A Synthetic Data-Driven Evaluation of Machine Learning and NLP Integration for CRM Churn Prediction and Lifetime Value Forecasting

Enterprise CRM systems contain vast amounts of unstructured data—approximately 80% of customer information—that remains underutilized in predictive modeling. This research demonstrates how natural language processing and machine learning techniques can unlock "dark data" to enhance customer lifetime value (CLV) predictions and churn forecasting. Through implementation at a major automotive technology company, the study validates a framework that increased prediction accuracy by 45% while maintaining data quality standards.

Customer Relationship Management, Machine Learning, Natural Language Processing, Predictive Analytics, Customer Lifetime Value, Churn Prediction, Dark Data, Agentforce

Sharma, N. (2025) - Agentic AI for Sales Intelligence

This paper explores the application of autonomous AI agents in sales intelligence platforms, demonstrating how conversational AI can handle routine customer inquiries while seamlessly escalating complex scenarios to human representatives. The research presents a human-in-the-loop framework that maintains service quality while reducing representative workload by 40%.

Agentic AI, Sales Intelligence, Conversational AI, Customer Service Automation, Salesforce Agentforce

Sharma, N. (2026) - Privacy-Preserving Federated Learning for Multi-Tenant CRM Systems

Session Chair

IIPEM2025 - International Conference on Intelligent and Innovative Practices in Engineering & Management, IEEE Singapore Section, Singapore

Technical Program Committee Member (TPCM) and Peer Reviewer

• 4th AISDS'2025- International Conference on Artificial Intelligence and Smart Data Science (TPCM)
• ACETconf2025 – Advanced Computing and Emerging Technologies Conference
• 16th ICWCIE2026- International Conference institute of Clerks or Works and Construction Inspectorate
• 7th ICSISCET2025 –International Conference on Smart and Intelligent Systems for Computing and Emerging
Technologies
• IIPEM2025 – International Conference on Intelligent Information Processing and Energy Management
• 4th ICCIKE2025 –International Conference on Computational Intelligence and Knowledge Engineering
• DSIS2025 – International Conference on Data Science and Intelligent Systems (TPCM)
• QCETCS2026 – International Conference on Quantum Computing, Emerging Technologies and Computer Science
• 2nd ICITSC'2025 -International Conference on Intelligent Transportation and Smart Cities
• 5th ICMNWC'2025- International Conference on Mobile Networks and Wireless Communications
• 6th CCAI'2026 - International Conference on Computer Communication and Artificial Intelligence (TPCM)
• 5th ICIPTM2026 -
• 4th IATMSI -IEEE International Conference on Interdisciplinary Approaches in Technology and Management for Social Innovation

Menttium Corporate Mentoring Program

• Selected as a corporate mentor in the prestigious Menttium mentoring program, guiding mid-career technology professionals in Salesforce architecture, career advancement, and leadership development
• Provide strategic guidance on technical career transitions, Salesforce certification paths, enterprise architecture best practices, and work-life balance for women in technology

Salesforce Trailblazer Mentor Program

• Serving as a volunteer mentor in the Salesforce Trailblazer community, supporting aspiring professionals with platform guidance, certification prep, and career development across the globe.
• Facilitate monthly sessions on advanced technical topics and best practices.

ADPList

• Active mentor on ADPList, providing career guidance and technical mentorship to professionals in technology, focusing on Salesforce development, cloud architecture, and career transitions.
• Support mentees globally through one-on-one sessions on career strategy, interview preparation, and technical skill development.

Salesforce Platform

Sales Cloud, Service Cloud, CPQ (Oracle Big Machines), Lightning Experience, Classic, Salesforce Communities, Territory Management 2.0

AI & Conversational Automation

LLM integration with Salesforce, prompt engineering for intelligent agent design, human-in-the-loop escalation frameworks, Agentforce architecture for autonomous service handling, AI-driven case routing and resolution strategies

Development Technologies

Apex (Classes, Triggers, Batch, Schedulable, Queueable), Visualforce (Pages, Components, Controllers, Extensions), Lightning Web Components, Aura Components, Process Builder, Flows, Workflow Rules

Integration & Middleware

MuleSoft, Skyvva, REST APIs, SOAP APIs, Bulk API, Metadata API, Platform Events, Change Data Capture, WebSphere Cast Iron Studio