Context

As part of Dell’s global commercial strategy to reduce low-touch seller interactions and optimize small-deal economics, the infrastructure sales ecosystem required modernization. Configuration, quotation, and CRM workflows were fragmented across multiple tools, creating manual dependencies, rework, and long response cycles for enterprise buyers.

At the same time, the organization was undergoing a large-scale infrastructure transformation to support automation and scalability across global regions.

Challenge

Unify fragmented configuration, collaboration, and quotation workflows into a cohesive enterprise journey — while enabling CRM integration, AI automation, and scalable seller efficiency aligned with company strategy.

Products

• Tool integration roadmap for end-to-end journey

• Unified Configurator Experience

• AI Configuration Flow

• Collaboration Workspace

Approach

• Integrated configuration and quotation tools into a unified end-to-end enterprise workflow (Tools Consolidation)

• Supported a large-scale infrastructure changes

• Supported the design team to create and validated AI Agent workflows embedded within Salesforce to automate manual seller processes (Open picture)

• Established delivery governance frameworks and KPI tracking to improve predictability and cross-functional alignment

• Elevated executive storytelling and roadmap transparency to support strategic investment decisions

Role

Technical Program Lead, Configuration & Collaboration Design

Led a distributed team of 20 designers across South Asia, the US, EMEA, and Brazil, supporting three strategic product domains: Collaboration Workspace, Unified Configuration, and AI Configuration. Partnered closely with Design Leadership, Strategy, Product, Engineering, and CRM transformation teams to align execution, governance, and delivery readiness.

Accountable for:

• Cross-regional design delivery orchestration

• Capacity and financial planning

• KPI governance and performance visibility

• Executive reporting and stakeholder alignment

• Operational stability during infrastructure transformation

Impact

• Integrated configuration and quotation tools into a unified end-to-end enterprise workflow

• Supported large-scale infrastructure changes

• Supported the design and validation of AI Agent workflows embedded within Salesforce to automate manual seller processes

• Established delivery governance frameworks and KPI tracking to improve predictability and cross-functional alignment

• Elevated executive storytelling and roadmap transparency to support strategic investment decisions

The solution was scheduled for rollout in August.2026, following prototype validation and executive alignment. The program established the operational foundation, governance model, and automation framework for Dell’s next-generation enterprise sales workflow.