Sonia Dhamija

Software professional with 12+ years across Business Systems Analysis, Production Support, and Quality Assurance, delivering end-to-end solutions for Product Catalog, Ordering, Billing, and Customer Management platforms supporting leading global telecom operators including Charter (Spectrum), Comcast, US Cellular (USCC), Vivo/Telefónica Brazil, Maxis Communications, and AT&T Mexico. Skilled in collaborating with business stakeholders, architects, development, and QA teams to analyze requirements, assess system impact, design functional solutions, and support production implementations across the complete Order-to-Cash lifecycle — with hands-on implementation experience in Amdocs MEC (Product Catalog) and strong troubleshooting expertise across Amdocs Billing (CM, AR, Invoicing), REST APIs, and SQL that underpin subscriber-facing product lines including wireline and wireless services. Currently providing Level 3 production support for Amdocs Billing applications, independently investigating customer-impacting incidents, performing root-cause analysis, quantifying business impact, and delivering interim resolutions until permanent code corrections are deployed. Certified ScrumMaster (CSM) and ISTQB Certified Tester (CTFL).

• Agile
• Business analysis
• Communication
• Git
• Jira
• Microsoft Outlook
• Problem solving
• Quality assurance
• Requirements gathering
• REST APIs
• Scrum
• SQL

1. Business Systems Analyst / Production Support - Amdocs Billing

   Amdocs Canada

   Oct 2022 to Present

   • Lead investigation and resolution of production incidents across Amdocs Billing applications (CM, AR, Invoicing) supporting Charter (Spectrum), Comcast, and US Cellular (USCC), performing end-to-end root-cause analysis across databases, application code, and log files to restore application functionality and business operations. • Investigate and resolve end-to-end Order-to-Cash process failures across Ordering and Billing systems, identifying integration, configuration, and application defects impacting customer billing and service fulfillment. • Perform gap analysis and cross-system reconciliation between Ordering, Billing, and Product Catalog data to identify and resolve discrepancies impacting customer accounts. • Perform API and integration failure analysis to isolate application, interface, and data-related issues, enabling accurate ownership assignment and efficient incident resolution. • Assess business and customer impact for production incidents and translate findings into data patches, SQL fixes, and automation-based workarounds while permanent application fixes are developed. • Partner with Development teams to reproduce, prioritize, and track application defects through resolution, ensuring production stability and timely delivery of permanent fixes. • Design and maintain automation scripts and monitoring dashboards to streamline operations and enable early detection of production issues; built in-house automation frameworks to standardize recurring reconciliation and validation checks, reducing manual effort across the support team. • Lead end-to-end resolution of billing fallouts by coordinating with customer-facing, operations, and development teams, ensuring timely service restoration and adherence to production support SLAs. • Apply GenAI tools (ChatGPT, Copilot, Cursor) to accelerate SQL development, log analysis, and production troubleshooting, reducing manual investigation effort.

2. Business Systems Analyst — Amdocs MEC

   Amdocs India

   Jan 2020 to May 2022

   • Collaborated with business stakeholders, architects, and development teams to analyze business requirements and design end-to-end Product Catalog solutions supporting Ordering and Billing systems. • Personally implemented and configured Amdocs MEC Product Catalog solutions, translating business requirements into scalable configurations while maximizing out-of-the-box platform capabilities. • Performed unit, integration, and end-to-end system validation, including user acceptance testing (UAT), across Product Catalog, Ordering, and Billing applications to ensure complete Order-to-Cash process integrity for multiple telecom operators (Vivo/Telefónica Brazil, Maxis Communications, AT&T Mexico). • Created process flow and system interaction diagrams to document Order-to-Cash solution designs for technical and business audiences. • Supported production implementations and post-deployment validation, collaborating with QA and Development teams throughout Agile delivery cycles to resolve issues quickly. • Performed impact assessment for Product Catalog changes across upstream Ordering, downstream Billing, and integrated enterprise applications. • Communicated solution impacts, implementation risks, and production readiness to business and technical stakeholders. • Created and maintained functional specifications and solution documentation supporting Product Catalog implementations and system enhancements. • Collaborated with business stakeholders to refine business requirements, user stories, and acceptance criteria, ensuring alignment between business objectives and technical implementation.

3. Senior Software Test Engineer — Amdocs Billing

   Amdocs India

   Apr 2015 to Dec 2019

   • Owned end-to-end functional testing across Amdocs Billing, MEC (Product Catalog), RLC (Rating Logic Configuration), and Ordering, including placing and validating orders through Amdocs Ordering to verify downstream billing accuracy. • Documented solution designs and cross-system data flows using sequence diagrams to communicate process changes to stakeholders. • Performed bill-to-bill validation and Order-to-Cash workflow testing across Sales Orders, Customer Management, Usage Management, and Billing, ensuring end-to-end process integrity within Agile delivery environments. • Validated application features for production readiness and maintained quality dashboards to monitor testing progress, defect trends, and release health. • Led cross-product root-cause analysis for production escape defects spanning Billing, Ordering, and MEC, identifying preventive actions to reduce recurring defects across releases — extending beyond core testing responsibilities into broader defect investigation. • Partnered with Business Analysts and Product Owners on requirements refinement and lessons-learned sessions, contributing tester insights to improve story quality and future release planning. • Designed and enhanced automation suites for end-to-end regression and progression testing, reducing repetitive manual validation.

4. Senior Software Test Engineer

   HCL Technologies Limited

   Sep 2010 to Jun 2013

   India

   • Developed end-to-end test strategy, identified data requirements, and tracked progress and issues through to sign-off. • Promoted cross-functional communication and continuous improvement, facilitating lessons-learned sessions and driving adoption of testing best practices.

5. Quality Analyst

   QL2 Software

   Feb 2009 to Aug 2010

   India

   • Executed quality assurance processes to validate software functionality prior to release. • Contributed to test planning and defect tracking within an Agile delivery environment.

1. Not stated

   Master of Computer Applications (MCA)

• Certified ScrumMaster® (CSM®)

• ISTQB® Certified Tester Foundation Level (CTFL)