Zoher Hussein.

Support agents were working across separate telephony and CRM systems, which slowed down response times and made it hard to get a full picture of each customer.

Build and roll out a Service Cloud Voice solution that brought telephony directly into Salesforce.

Working as part of the engineering team, I contributed to implementing Service Cloud Voice and integrating outbound call routing with Salesforce, so agents had call controls, transcripts, and full customer context in a single service console.

Agents became more efficient and customers got a smoother, more personal support experience, with no more switching back and forth between tools.

Customer data was spread across a number of different systems, which made it hard to work from a single, trusted view of the customer.

Integrate Salesforce Data Cloud to bring customer records together and move data reliably at scale.

I worked alongside the team to build and configure the integrations into Salesforce Data Cloud, helping make sure data flowed smoothly, identities were unified, and high volumes of data were processed across the connected systems.

This gave us a consolidated, reliable customer data foundation that supports better insights and the automation built on top of it.

High volume data loads were hitting governor limits and causing slow, unreliable transactions across some of our core processes.

Rework the key APIs and Apex triggers so they could handle enterprise data volumes safely.

I contributed to the bulkification of our APIs and Apex triggers, refactoring the logic to process records in bulk and removing the per record inefficiencies and redundant queries.

This significantly cut down governor limit exceptions, brought transaction times down, and kept performance stable under heavy data loads.

Customers raising cases through the self-service help centre were going through a confusing, multi step journey, and their queries were not always routed to the right team.

Redesign the case-raising experience from end to end and make sure every query got to the right team the first time.

I collaborated closely with the team to rework the case-raising journey and the routing behind it, helping simplify the customer facing experience and rebuild the rules that classify and direct incoming queries.

Customers got a clearer, faster way to raise cases, and routing became much more accurate, which cut down on misdirected cases and manual triage for agents.

Meeting our data privacy obligations relied on manual processes that were easy to get wrong and carried real compliance risk.

Enforce GDPR data privacy standards automatically inside Salesforce, without the manual overhead.

I partnered with the team to build and deploy automated GDPR compliance solutions that apply the privacy and retention rules to customer data on their own, without anyone needing to step in.

Customer data privacy standards were enforced consistently, which took away the manual effort and reduced our compliance risk.

Legacy Apex and older automation were pushing up maintenance costs and slowing down how quickly we could ship.

Bring down the technical debt that had built up and move the platform onto current best practices.

I contributed to identifying and working through legacy technical debt, refactoring old Apex and helping migrate outdated workflows over to modern Lightning Web Components and scalable Flows.

The result was a cleaner, more maintainable codebase that is easier to extend and quicker to build on.