Zaid Shaikh

Consultant @CGI

Vancouver, BC, CA

As a Salesforce Consultant at CGI, I drive the design and implementation of innovative Salesforce solutions, leveraging Agentforce, Service Cloud, Health Cloud, Experience Cloud and OmniStudio to modernize portals, streamline case management, and deliver secure, scalable platforms that enhance collaboration for clients and their users.Key Contributions- Implemented a Generative-AI Agent: Designed and deployed an intelligent service agent using Salesforce Agentforce and Knowledge Base features. Configured prompts via Prompt Builder, integrated with Flows and email templates, and launched multi-channel support through Einstein Service Agent (ESA) and In-App Messaging, enabling accurate and responsive self-service- Modernized a Legacy Health Gateway: Rebuilt a portal using Service Cloud, Health Cloud, Experience Cloud, OmniStudio, Lightning Web Components (LWC), and Flows, providing a unified platform for agents, citizens, and healthcare providers- Developed & Customized Portal Components: Built reusable Visualforce pages, LWC components, Flex Cards, and Flex Pages (dynamic forms). Automated key processes such as case transfer, escalation, and closure through custom flows and quick actions- Strengthened Security & Data Governance: Defined and enforced a robust security model with roles, profiles, permission-set groups, and org-wide defaults. Implemented data encryption to protect sensitive health information- Enhanced Case Management & Reporting: Delivered dependent picklists, validation rules, and path settings to streamline case handling. Built Reports and Dashboards for real-time visibility into case metrics, improving decision-making- Collaboration & DevOps: Partnered with team members using Azure DevOps/TFS to manage user stories, configure environments, and execute efficient deployments.