SUMMARY:

• Energetic leader adept at leading and managing technical teams with 21 years of unified contact center enterprise, enterprise & cloud based conferencing, distributed multi - media and Internet applications. Created, managed and lead (Distributed systems across varied geographies) delivery teams delivering on to multiple platforms for 6+ years.
• Demonstrated leadership in architectural design, software development, delivery of test strategy, approach, planning, and execution using both agile and waterfall development methodologies.
• Diverse experience in development and managing highly available, scalable, multi-site software applications.
• Exceptional communication skills with the ability to facilitate communication efforts across all levels of management, acting as escalation path in resolving key project issues to maintain compliance with all project deliverables, timelines, and budgets.
• Proven skills in information technology development and business systems analysis with expertise in leading all phases of the project life cycle in the design, development, and implementation.
• Worked on and managed teams utilizing environments like C/C++, Java, Scala, C#, .Net, Python, Windows, Linux, Virtualization, Angular JS, Node JS, SaaS, REST/SOAP, XML/JSON, Tomcat, Jenkins, Continuous Integration, SQL, Informix, Oracle, Cassandra and Agile methodology.
• Certified in Big Data, Hadoop, Scala, Spark, Cassandra
• Certified AWS Architect Associate
• Certified Scrum Master

PROFESSIONAL EXPERIENCE:

Confidential, California

Manager Software Development

Responsibilities:

• Software development manager for Confidential Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with customer service organization.
• Managed and technically led development, delivery and go live of the next gen Finesse agent desktop (Finesse 11.0) in close partnership with stakeholders.
• Migrated 98% of legacy tools of Confidential agent desktop tool and Confidential to Confidential Finesse within a span of 6 months with no impact to Customers.
• Successfully transitioned Confidential Finesse product from San Jose, CA to Bangalore, India.
• Transformed a team of 24 engineers (next level leadership, engineers) into a high performance team within a span of ~ 12 months.
• Proposed idea of having dynamic teams and its guidelines, formed and successfully executed dynamic team being this as first experiment for the BU delivering universal queuing solution feature for Unified Contact Center Enterprise.
• Reduced customer found defects MTTR by 45% within span of 3 months.
• Delivered engineering specials successfully on time on prior releases of Confidential Finesse 10.0, 10.5, 10.6 & 11.0.
• Enhanced resiliency features to support by providing effective leadership to optimize on current failover architecture.
• Engineering Manager for Unified Contact Center Express solution 10.5 delivery team around 20 member team including 10 contractors
• Managing daily obstacles raised by the engineering teams and velocity management and risk analysis of the teams. Daily sync-ups with Seattle counterpart. Help reduced sustenance activities by 40% by injecting an active workflow between Technical Assistance Center / Escalation / Deployment success teams and being used by entire business unit.
• Managed lab resource budget for all programs in CCBU, Bangalore site - introduced zero dollar budget on all CapEx for straight 3 quarters and BU saved in millions.
• Managed training program for the entire business unit (CCBU), Bangalore & Boxborough
• Added new task router to Confidential finesse desktop to tap in social media data into the solution using Spark, Cassandra, HDFS.
• Added congestion control logic into task router.
• Integrated Task Router feature with Hosted collaborated contact server solution

Environment: Java, J2EE, RESTful API, Python, Javascript, Node Js, Angular JS, React, Informix DB, Vmware, Linux, GitHub, SaaS, Continuous Integration, Jenkins, Tomcat, Apache, Linux, Rally, JIRA, Perforce, Spark, Openfire, Kafka, Cassandra & Clearquest

Technical Leader

Confidential

Responsibilities:

• Re architected Confidential Unified Intelligence center for higher scale as part of Confidential Unified Contact Center Enterprise 10.5.
• Lead Unified Contact Center Express solution 10.5 delivery team consisting 20 member team including 10 contractors.
• Managed daily obstacles raised by the engineering teams and velocity management and risk analysis of the teams. Daily sync-ups with Seattle counterpart.
• Help reduced sustenance activities by 40% by injecting an active workflow between Technical Assistance Center / Escalation / Deployment success teams and being used by entire business unit.

Software Engineer

Confidential, San Jose, CA

Responsibilities:

• Agile coach within the group of more than 70+ engineers for both development & sustaining teams located in San Jose, China and Belgrade. Defined “Definition of Done” for the group and responsible for forming 11 scrum teams across 3 geographies. Conducted Scrum of scrums and managed dependencies in the product.
• Agile proxy product owner for CWMS topology team, responsible in delivering Deployment, Topology, Upgrade, Install & Licensing deliverable. This is a highly available, multi-site environment setup for disaster recovery for different deployments.
• Remote oversight manager for first version of On-Premise WebEx conferencing product sustaining team consisting of 35 members across US, China (WebEx) and Serbia (PSTech). Teams span across three geographies using agile development methodology. The solution includes multi-site, scalable to different deployment sizes with highly available architecture.
• Directed 19-person offshore team (PSTech) in Belgrade to handle all MeetingPlace Sustaining as well as take complete responsibility for delivering a major Feature Release; Engineering executive responsible for messaging with customers on escalations. Led team in delivery of MeetingPlace 8.0 product with WebEx; Lead team in delivery of a MeetingPlace/Webex SaaS integration product as MeetingPlace 6.0 MR2; Engineering executive for a large Managed Services Customer.
• Designed and led the team on development of Licensing Manager for Confidential WebEx.
• Designed and developed conference profile synchronization mechanism between Enterprise and Cloud WebEx offering.

Environment: Java, J2EE, RESTful API, Javascript, Angular JS, Python, Oracle DB, VMware, Linux, GitHub, SaaS, Rally, JIRA & PostgreSQL

Principal Software Engineer

Confidential, San Jose, CA

Responsibilities:

• Prepared functional specification document based on marketing requirements document for the eFlow component this is part of Aspect’s latest Enterprise solution product “Uniphi Suite 7.0”.
• Created project schedule in MS Project listing individual tasks and identifying dependencies between the tasks.
• Conducted and coordinated design meetings for the features identified for eFlow Lindbergh.
• Designed, developed and unit tested key features in eFlow Lindbergh.
• Conceptualized, designed, developed and tested new process improvement project called as “Process Automation”. Implemented using .Net C#, Virtual Server 2005 and VB Scripting Host mechanism for remote communication. This project has been approved and used internally by other teams for their process automation. I took this project as a stretch goal and completed ahead of target.
• Enhanced eFlow engine framework by adding support for many features like Global Variables access, Runtime temporary variables, and access privileges for eFlow users, subflows and cross referencing validation.
• Selected as major contact point for eFlow Lindbergh for doing Inter/Intra communications for Uniphi Suite 7.0 (other communicating teams include Component Development teams, Install team, Test team, and Help Author team).
• Motivated and guided Configuration Management team for creating an overall build automation process, and added eFlow Lindbergh as an early adapter of the process.
• Headed eFlow load test team to find the issues like memory and handle leaks in eFlow Lindbergh - identified several issues and directed to resolution.
• Represented Architectural and Functional Integration Team to integrate and identify performance bottlenecks in Uniphi Suite 6.1.
• Conducted performance load tests for Aspect Callcenter switch and Confidential Tapi adapter and analyzed the results to identify performance bottlenecks and contention. Found several performance issues in Core component of Uniphi Suite 6.1.
• Playing an active role in sustaining eFlow component that is part of Uniphi Suite 6.x by doing initial triage of the problem and analyzing the reasons. Fixed critical defects identified by the System Integration team and sustaining team and delivered patches to strengthen the product and the company’s installed base.
• Wrote several white papers for the customers and the Aspect Professional Services organization eFlow system interaction with external servers (CTI server, Repository Server and User defined application server - Confidential server) and finding Database table requirements for load tests.
• Developed a prototype in .Net C# for M3 Designer to access Aspect Callcenter database using .Net remoting concepts to talk to native callcenter connection API’s.

Senior Software Engineer

Confidential

Responsibilities:

• Designed, developed and unit tested eFlow Configuration Access Layer component from the scratch through which all other application accesses the database using Visual C++, Design Patterns, UML, COM, and MFC. Played technical lead role on this project and won performance achievement award.
• Designed eFlow database relationships for hierarchical database management (Open LDAP) systems.
• Designed and Implemented Subflow Step and Subsystem which plugs into eFlow server using Visual C++, ActiveX, STL, ATL, ACE, MFC for eFlow system which is part of Confidential 5.2 product.
• Developed eFlow ObjectImporter tool using Visual C++ and COM.

Software Engineer

Confidential

Responsibilities:

• Developed eFlow Callcenter Domain Steps - wrote more than 40 steps using C++, ActiveX, ATL and Native Callcenter connection API for Aspect Callcenter team. Won performance achievement award for doing it completing it ahead of schedule.
• Converted all of eFlow source code to Unicode from ASCII.
• Fixed customer issues at customer site (Amway, Microsoft, and Xerox) under pressure.
• Awarded credits for fixing many priority 1 and 2 defects on or ahead of date of completion.
• Assigned as eFlow thick client administration tools contact point. Worked mainly on C++, Stingray Studio, SGI STL and MFC.
• Converted all eFlow code from Visual C++ 5.x to Visual C++ 6.0.
• Installed eFlow system and performed integration testing in lab machines.
• Fixed many defects ahead of time.

Environment: C++, VC++, C#, Perl, MFC, Design Patterns, UML, ATL, STL, ACE, Objective Tool Kit, Stingray Foundation Library, COM / DCOM, ODBC, .NET Remoting, .NET Framework, ActiveX, LDAP and Multithreading, ClearCase, ClearQuest.