Baljeet Singh

Hi, I’m Baljeet Singh

Oracle Service Cloud (B2C/B2B) Oracle Field Service Cloud Oracle Intelligent Advisor Gen AI Certified Cyber Security Expert DevSecOps Cloud Security Database Security Oracle Security Certified MuleSoft Project Manager Scrum Master Agile Artificial Intelligence
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About Me

Baljeet Singh

Oracle Service Cloud Architect & Automation Expert

Results driven Oracle Service Cloud Architect and Automation Expert with 15+ years of experience delivering digital transformation across customer experience platforms. Proven track record in high scale Oracle Service Cloud, Oracle Field Service Cloud (OFSC), Oracle Intelligent Advisor (OIA), Cyber Security, Oracle Cloud Security, Database Security and Generative AI solutions for large tech companies, as well as public, private, government sector and global entertainment leaders.

Oracle Service Cloud REST APIs Cyber Security Python PHP Cloud Architecture

Projects

Johnson Controls

Global Smart Building Leader

Deployed OSC + OFSC across North America; boosted performance 50%, cut API latency 35%, achieved 100% GDPR/ISO-27001 compliance.

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Universal Resorts Orlando

CX Solutions For 27000 Team Members

Replaced physical HR queues with a 24×7 HR case portal, 80% drop in walk ins, full policy transparency.

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Travelport

Travel Retail Platform

Migrated to Oracle RightNow CX; omnichannel routing & KB resolution time down 40%.

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Canon Canada

Consumer & B2C Support

Migrated legacy CRMs to Oracle Service Cloud for 2000 agents across Canada, unified consumer & B2C support, cut average handle time 28%.

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City of Glendale, Arizona

Grant Management

Oracle Service Cloud + Intelligent Advisor for Housing Rehabilitation programs; online grant requests, zero paperwork.

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Flipkart Seller Support

Seller Experience

Built Oracle RightNow CX portal for half million sellers, self service for refunds, catalog, payouts & reduced call volume 42%.

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Experience

Johnson Controls

2020 – Present | Senior Technical Architect

  • Led multi cloud end to end architecture and deployment of Oracle Service Cloud across global smart building road map for SEDU Fire domain, ensuring 100% on time delivery while reducing system cutover downtime by 60%.
  • Integrated Oracle Service Cloud with enterprise resource planning (ERP), MuleSoft, Velocity and Field Service platforms, improving cross platform data visibility by 80%.
  • Designed intelligent workflow automation for preventive maintenance alerts, service scheduling, and escalation paths reducing SLA violations by 50% and improving call intake agent response times by 45%.
  • Reduced ticket triage time by 35% via automated compliance dashboards with real time service incidents alerts.
  • Developed custom BUI Extensions and dynamic agent workspaces/workflow tailored for building safety and maintenance use cases, boosting field technician productivity by 25% and increasing digital Agent Web portal adoption by 30%.
  • Increased Oracle Service Cloud system performance by 50%, with API latency reduced by 35%, enabling real time service tracking and faster resolution for critical building infrastructure issues.
  • Partnered with business, cloud, and security teams to align IT risk management with digital objectives, cost optimization & cloud governance.
  • Built strong cross functional relationships with Cloud, IAM, Risk, and Internal Audit teams.
  • Established DevOps practices for Service Cloud deployments, reducing production issues by 90% and deployment cycles by 70%.
  • Provided hands on training and regular mentorship to new administrators, developers, junior professionals, business team, accelerating their proficiency with Oracle Service Cloud, Cyber Security and fostering a culture of continuous learning.
  • Led cross functional global teams in 30 major deployments across North America, improving delivery by 35% and reducing program risk by 40%.

ECLAT, Inc

2016 – 2020 | Oracle Service Cloud Architect

  • Conduct comprehensive requirements gathering, translate business needs into functional specifications, and ensure solutions align with client objectives.
  • Administrated and maintained the contact center solutions using Oracle RightNow Cloud CX CRM
  • Enhanced, Managed and delivered end to end Oracle RightNow CX project
  • Reduced ticket triage time by 35%.
  • Drived full project lifecycles from architecture and technical build to deployment and post go live support.
  • Maintains the OSvC Toolkit repository, providing reusable JavaScript widgets and REST API connectors that simplify data exchange between Oracle Service Cloud and third party analytics platforms.
  • Implemented security and compliance protocols across Oracle Service Cloud to align with building safety and data regulations (GDPR, ISO 27001), reducing audit time by 60% and ensuring 100% compliance.
  • Contributed pull requests to the Oracle Service Cloud SDK, enhancing OAuth2 support and improving code samples
  • Cross trained in multiple Oracle Cloud applications, established and grew the Customer Experience / Oracle RightNow CX practice.
  • Partner with sales teams to qualify leads, shape opportunities, and create winning client presentations.

Wipro Technologies

2014 – 2016 | Technical Lead

  • Real time dashboard for sellers & agents.
  • Reduce call volume 42%.
  • Self service flows for service, catalog & support.
  • Led the implementation of complex business solutions, ensuring quality, on time, and within budget delivery.
  • Applied Oracle methodologies, manage contractual obligations, and mitigate risk while maintaining contractual compliance.
  • Developed secure, user friendly, externally facing applications with financial transaction processing with robust security and compliance.
  • Analyze business needs to align with industry best practices and Oracle solutions to meet customer objectives.
  • Engaged with customers to manage expectations, ensure deliverable acceptance, and build strong business relationships.

Achievements

Awards

🥇

Global Rising Leaders for 2025 - The House of Lords, London UK

2025 – Awarded for Architecting Research Based Innovative Solutions for Oracle Service Cloud

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Oracle Database Security Knowledge Expert Award

2024 – Recognized for outstanding expertise and leadership in Oracle database security solutions

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International Applications Threat Modeling Researcher Award

2023 – Awarded for pioneering research and advancements in application threat modeling methodologies

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International Relentless Contributor Award for Automating Security Compliance Frameworks

2022 – Honored for driving innovation in the automation of security compliance processes

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Advanced Database Security and Encryption Models – Visionary Researcher Award

2020 – Acknowledged for visionary contributions to advanced database security and encryption technologies

Certifications

📜

Oracle Customer Connect 2021 - Silver Medal

Credential ID: OCICA-231094

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Core Security Principles & Risk Management - Certified in Cybersecurity (CC)

Credenial ID: 0x264d97edb15846103493e7b

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Certified MuleSoft Developer (Level 1)

Credential ID: f6b9a61b-55c4-3ded-8041 – 2020

Articles & Books

📰

“Securing Oracle Service Cloud” – The CXO Connect Magzine

Cover article, May 2025 – Robust Protection in Customer Centric Digital Era.

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eBook: “Securing Oracle Service Cloud: B2C/RightNow CX” – Amazon Kindle

Published 2025 – 100 pages on comprehensive guide to securing Oracle B2C Service.

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eBook: “Oracle Autonomous Database On Dedicated Exadata infrastructure” – VI Publishing House

May 2025 – Step by Step hardening guide.

Technical Reviewer

🔍

Secure Communication through Oracle Cloud Using Identity Based Proxy

Lead reviewer – International Journal of Advanced Research in Arts, Science, Engineering & Management (IJARASEM) (ISSN: 2395-7852).

✍️

International Journal of Multidisciplinary Research in Science, Engineering and Technology (IJMRSET)

Reviewed 40 manuscripts for International Journal of Multidisciplinary Research in Science, Engineering and Technology (ISSN: 2395-7219)

✍️

International Journal of Advanced Research in Education and Technology (IJARETY)

Reviewed 14 manuscripts for International Journal of Advanced Research in Education and Technology (ISSN: 2394-2975)

Testimonials

Resume

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