Mirza Navaz S Baig
Riyadh,Saudi Arabia
Summary
Having over 17.5 years of experience in IT service industry in Telecom domain. Experienced CRM Solution Architect & Business Analyst with knack for translating complex requirements into innovative solutions. Architected and deployed scalable systems, significantly improving operational efficiency and user satisfaction.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Solution Architect,STC
Upsource by Solutions
Riyadh, Saudi Arabia
10.2022 - 12.2025
- Contributed to Fast Track Solution team, delivering configuration solutions across all IT systems including CRM, RBM, OCP, EAI, ODS MSS (IN & SDF), P&A, APIM.
- Participated in Digital Transformation design review process, approving detailed SDD documents for C2M, T2R and O2C delivery processes.
- Provided technical leadership during DT project, aligning outcomes with organizational objectives.
- Streamlined project execution, reducing lead times and enhancing delivery rates.
- Oversaw all phases of software development lifecycle, enforcing strict quality assurance standards.
- Developed functional and technical designs for Transformation Projects, integrating Landline Services with GSM Siebel application.
Techno Functional CRM Architect, STC
TCS
Riyadh, Saudi Arabia
12.2014 - 10.2022
- Delivered Change Requests for Tawasol Enhancement Program, enhancing B2C customer life cycle services.
- Created high-level design documents aligned with CRM requirements through direct business engagement.
- Conducted design workshops with technical teams to ensure effective implementation of HLDs.
- Acted as Business Analyst, providing high-quality configuration changes to improve time to market.
- Leveraged expertise in Siebel CTI, Product Configuration, Pricing, Order Capture, and CRM Management.
- Introduced generic frameworks to reduce customization, achieving 25% sales growth.
Siebel CTI SME & Technical Lead, Tata Sky/Play
TCS
Bangalore, India
05.2013 - 12.2014
- Involved in requirement gathering and analysis for Siebel CTI integration with Genesys G-Plus Adapter.
- Prepared high-level and low-level designs, ensuring complete delivery of CTI solutions in CRM.
- Provided post-rollout support for CTI across India while managing core development team.
- Resolved major issues during pilot phase, ensuring stability of Siebel CTI for 2,000 concurrent sessions.
Siebel EAI Expert & Onsite Tech Lead, MTN
TCS
Johannesburg
10.2011 - 04.2013
- Designed and developed Siebel EAI Workflows while implementing batch workflow processes and policies.
- Enhanced system functionality using Siebel 8.1 OOTB VBCs.
- Delivered technical assistance by coordinating offshore and onsite teams for effective problem resolution.
- Conducted requirements analysis, design, and development of Siebel VBCs.
- Managed peer review processes to ensure quality in development and troubleshooting support.
- Oversaw release management for code releases and maintenance updates.
CRM Developer, Tata Sky/Tata Play
TCS
Bangalore, India
05.2008 - 09.2011
- Developed Siebel Workflows, EAI, and Scripting for Business Components and Applets.
- Configured applications, screens, views, applets, links, joins, and pick lists.
- Managed BC User Properties and ensured effective configuration of products, RCRs, and DVMs.
- Provided L2/L3 production support to resolve high-priority issues efficiently.
Education
Bachelor of Technology - Computer Science and Engineering
Jawaharlal Nehru Technological University
Hyderabad 07.2003 - 05.2007
Skills
- CRM Platforms : Siebel 80, 78, 77 (Siebel eComm, Sales, Call Center), PEGA, AEM & PLM
- Technical & Functional : Product Configuration, Pricing, Order Capture, ABO, Product Catalogue Management, CRM Order Management, Assurance Management, Loyalty Management, API Integration, Data Migration
- Architecture & Design: Solution Architecture, Process Mapping, Workflow Automation, Data Modeling, System Integration
- Digital Transformation: C2M, O2C & T2R
Soft & Business Skills
- Leadership: Technical Leadership, Cross-functional Team Management, Mentoring.
- Communication: Stakeholder Management, Technical Documentation, Presentation.
- Analysis: Business Analysis, Data Analysis, Problem Solving.
- Project Management: Agile/Scrum, Waterfall, Full-Lifecycle Implementation
Certification
TOGAF 10, Siebel EAI & CTI Certified.
Languages
English
Fluent
Hindi
Fluent
Telugu
Fluent
Arabic
Beginner
Timeline
Solution Architect,STC
Upsource by Solutions
10.2022 - 12.2025
Techno Functional CRM Architect, STC
TCS
12.2014 - 10.2022
Siebel CTI SME & Technical Lead, Tata Sky/Play
TCS
05.2013 - 12.2014
Siebel EAI Expert & Onsite Tech Lead, MTN
TCS
10.2011 - 04.2013
CRM Developer, Tata Sky/Tata Play
TCS
05.2008 - 09.2011
Bachelor of Technology - Computer Science and Engineering
Jawaharlal Nehru Technological University
07.2003 - 05.2007