Santosh Mujgond
Principal Consultant Crm @Cognizant
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WORK HISTORY
Principal Consultant Crm @Cognizant
Vancouver, BC, CA
Contact Center Implementation, Migration, CI / CD, Omni channel Integration, Cyara, Genesys Cloud, Cisco UCCE, Nuance, Salesforce Service Cloud, Salesforce Sales Cloud, Siebel, Oracle CRM, Oracle Customer Care and Billing (CC & B), MLEU, BFS, LifeScience
EDUCATION
Shivaji University
Bachelor of Engineering, Electronics and Telecommunication
Walchand college of Arts and Science, Solapur
HSC, Science
Shri Siddheshwar High School, Solapur
SSC
SKILLS
ABOUT SANTOSH MUJGOND
Seasoned Quality Engineering and Assurance professional with 19 years of experience delivering robust testing solutions across Contact Center, CRM, ERP, and conversational voice AI ecosystems. Six‑time Cyara Certified Expert with ISTQB and Scrum Foundation certifications, proven in leading end‑to‑end testing, migrations, and contact center implementations.Core ExpertiseContact Center and IVR Testing: IVR application testing, CTI, telephony, call recording and analytics, workforce management testing, and end‑to‑end automation for IVR, CTI, IRP, WFM, and R&A.Conversational Voice Gen AI: Transitioning legacy IVR to conversational voice assistants and validating Gen AI interactions and integrations.CRM and Service Cloud: Functional and automation testing for Salesforce Service Cloud, Siebel CRM, Oracle CC & B, and related CRM services.ERP and Financial Systems: Functional testing across Oracle EBS (Lease Management, Order Management, AR/AP), SAP ERP, and Chordiant.Data and Integration Testing: Oracle Customer Care and Billing (CC & B), ETL validation, telephony integrations, and cross‑system data integrity checks.Industry ExperienceRetail; Banking, Cards & Payments; Energy & Utilities; Life Sciences — delivering domain‑aware testing strategies that align regulatory, operational, and customer experience objectives.Tools and DeliveryExperienced with QTP/UFT, Cyara, Oracle CC & B, Salesforce, Siebel, SAP, and common ETL and telephony platforms. Skilled in coordinating Agile testing delivery across multi‑vendor, geographically distributed teams to meet timelines and quality targets.Professional AttributesPassionate about quality, technically adept, results oriented, and effective in multicultural environments. Strong communicator with a track record of driving testing excellence through collaboration, automation, and pragmatic risk‑based approaches.
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