Kapil Laur

Background

About Kapil Laur

I am a Principal Architect/Senior Engineering Manager with over 20 years of experience designing and implementing scalable IT & CRM solutions that transform customer engagement and operational efficiency. My expertise spans Salesforce (Service Cloud, Experience Cloud, and AI-driven solutions) and Siebel CRM, where I’ve led enterprise-wide digital transformations, process optimizations, and global stakeholder collaborations. At Equinix, I spearhead CRM initiatives that streamline workflows, optimize Omni-Channel routing, and enhance customer self-service capabilities. I’ve led teams in leveraging AI and automation to innovate customer support systems, boosting customer satisfaction and first-call resolution rates. My experience includes integrating Salesforce with third-party applications like Amazon Connect, SNOW, Siebel, Jira, PagerDuty,Oracle Cloud, Customer Portals and Qualtrics via TIBCO and Dell BOOMI ensuring seamless functionality across complex ecosystems. What drives me is solving business challenges through strategic solution design, technical expertise, and a collaborative approach. Whether it’s reducing technical complexity, enhancing operational efficiency, or introducing AI-driven solutions, my focus is always on delivering measurable value. I thrive on mentoring teams, fostering innovation, and aligning technical solutions with organizational and business goals.