OBJECTIVE:

Unified Solutions Architect building integrated enterprise/mobile/web based solutions on unix and windows cloud based / virtualized platforms

SUMMARY:

• 20+ Years of professional software development experience as a developer, architect, automated testing, SDLC ( Agile Methodology, Waterfall )
• 12 + Years of developing solutions for the Telecom industry and eTOM model
• 5+ Years developing solutions with AWS and Confidential App Engine
• 3+ Years of Big Data ( MapReduce Hive, Pig, Sqoop, Flume) and building production environment for telecom data
• 15+ Years of Software Architecture experience
• 8+ Years of ASP/.NET Experience
• 12+ Years using Object oriented C++, and C#
• 12+ Years using Java J2EE ( BEA Weblogic)
• SDLC in both Agile Software development and Waterfall methodologies
• Developed with the VoiceXML 1.1, 2.0 standards
• Helped to publish the following books
• Team that upgraded MS Lync 2010 to MS Lync 2013 for all of Confidential ML employees
• Deployed applications with MS OCS/ Lync applications to 23,000 Confidential brokers/employees in the 600 branch offices
• Used the Microsoft OCS 2010 Platform SDK for integrated Salesforce solutions
• Migrated applications using older Custom MS Lync apps to the new MS 2013 platform
• Leveraged Avaya Session Manager to work with SONUS SIP Trunks for specific desktop integration connected to Avaya SIP phones
• Desktop and lab testing with MS OCS 2010 (MS Lync 2013)
• Created rules SONUS IP Trunks to IP round robin to six different VIPs for failover and redundancy

TECHNICAL SKILLS:

Hardware: Next Computers, PC - x86, WindowsCE, Palm OS, DEC Alpha, AIX, Macintosh, SGI Workstation, Sun Sparc, Cabletron Systems routers, Cisco 2401 Routers

Software/ Protocols: MS Visual C++ 6.0, Java (J2ME), Forte IDE, Sun Wireless Tookit 1.01, JMS, Servlets, EJBMS Visual Studios Dot net Beta, ATL, STL,SOAP, LDAP 2.0, Jbuilder (MobileSet, Enterprise Edition)5.0,4.0,3.0, Java Chai from HP, AWT, Swing, ARM 1.01 Suite, Qualcomm BREW SDK, Delphi 1.0, 2.0, 3.0, 5.0 Client/Server, Visual Basic 4.0,5.0,6.0, Visual Studios 6.0, Microsoft Visual Interdev 6.0, Microsoft .NET Beta, Topaz 6.01 for Delphi, Turbo Pascal 7.0,Microsoft, UNIX( BSD, Linux Red Hat, Slackware ), GNU(GCC), C++ Builder, Java, JSP Pages, ANSI C, Xwindows, OS/2 Assembly, HTML 3.2, CGI, ISAPI, SIP, MegaCo, H.323, Mobile IP, NT Server, MS Office 97, FrameMaker, MS Project, Visio, Windows 3.1, 3.11, Windows 95, Novell 3.x and 4.x, TCP/IP,DHCP, Active Server Pages (ASP) 2.0, Webworks, Routing, VoiceXML, IPX, Oracle 7.3 Database Server, Microsoft SQL 6.5, MS SQL 7.0/2000, Btreieve, AS/400 File Manipulation, Dbase, Rational-Clearcase, Rational Rose-UML Data Modeling, Crystal Reports 4.0, Report Smith 2.0, Front Page 98, Erwin

Databases: Paradox 5.0, Oracle 7.3 PL/SQL, MS SQL 6.5, Dbase V, MDAC 2.5, ODBC, OLE, OLE DB, Active X, ADO 2.0,RDS, Borland Database Engine(BDE), Direct Oracle Access(DOA), DCOM, COM objects, Business Objects, MS OLE DB Provider, XML, Pervasive, InterBase 5.5

Testing: White Box Testing, SQA Suite 6.1, Load Runner, SQA Manager

Languages: ANSI C, C++, Java (J2EE, J2ME), Delphi (Pascal), VB, Fortran 77, Assembly, SQL 92, PL/SQL

EXPERIENCE:

Confidential, San Francisco, Oakland

Enterprise Architect (Call Center Architect) / Software Development Manager

OS /Virtualization: RedHat, Genesys, Microsoft Lync 2013, SBC Mediant 1000, VMware

Application Integration: Nuance, Salesforce, Metavance, Backend Oracle systems, RESTful/SOAP WS

Languages / Protocols: Java, .NET, C#, JavaScript, JSON, NodeJS, SOAP/RESTful

Responsibilities:

• Call Center Technical Architect technology migration Avaya Contact Center to Genesys 8.5.1
• Created road map for integration other Confidential partner companies using Genesys PureConnect to utilize Genesys both AWS and alternative cloud based computing with Genesys PureEngage
• Integrated Nuance hosted IVR solutions with backend SOAP and RESTful web services
• Consulted with other Confidential Partners on integration of Interactive Intelligence CIC/PureConnect
• Used Empirx to load test both calls and web services of the IVR solution
• Lead integrated team of engineers for integrated infrastructure testing
• Managed a team of developers in an agile / scrum progress to integrate Salesforce screen pop
• Designed inbound voice application in the Nuance IVR supported by web services model
• Worked with business team to design screens of Salesforce for call center integration
• Migrated Avaya CCT contact center screen pop applications to use Genesys CC WDE
• Integrated a mix of backend SOAP and RESTful based web services into the IVR
• Leveraged docker container in conjunction with kubernetes to make enterprise web services highly available and scalable
• Utilized Aspect WFM for the Genesys contact center
• Created PPT presentation with C level executives on design decisions & architecture
• Architected contact center road map of designing Nuance IVR and Genesys cloud solutions

Confidential, San Jose, CA, Dublin, OH

Genesys Integration Solutions Architect

OS /Environment: Win 10, Win 2013, RedHat 6, Genesys, Microsoft Lync 2013, Large VoIP SONUS Telecom Domain, Load Testing using JMeter, CUCM switches, Sylantro Switches

Languages / Protocols: Java, .NET, C#, JavaScript, HTML5, JSON, NodeJS, SOAP

Responsibilities:

• Call Center Technical Architect on 85+ Million Dollar Hosted Call Center project
• Created SONUS IP SIP Trunks round robin for redundancy and failover for PSTN to SONUS integration to the Confidential network
• Load testing of the SONUS network in the lab testing packet switches connections
• Architected custom call center solutions with GAD and Coral agent desktop solutions
• Supported architecture leveraged Genesys eServices both e - mail and chat solutions
• Integrated Cloud based solutions AWS and Confidential App Engine SOAP / JSON web services
• Created solutions using Eemaan tools for support of new tenant creation & audit tracking
• Designed a Geographical Redundant Multi-site solution utilizing SONUS and VoIP infrastructure using Genesys HPE 8.x as the base solution Management Layer, Framework, & Intelligent Desktop GAD replacement
• Resolved GIM and GI2 Universe reporting issues with ccPulse and evaluated Genesys Pulse
• Leveraged architecture based on Genesys SIP(GVP), Geneys Framework, Genesys Management Layer, and Genesys Interaction Routing, and IP Sonus SIP trunks for solutions
• Provided efforts to troubleshoot Genesys Infomart(GIM) and Genesys Interactive Intelligence (GI2), and new Genesys Pulse reporting solutions
• Coordinated engineering efforts for POC solutions in the lab for production deployment
• Load tested solutions using JMeter, Spectra2, & Emprix Hammer testing tools
• Deployed Genesys Interactive Intelligence Universe and Genesys Info Mart ETL processes
• Initiated engineering working sessions to create solutions for Virtual Hold 8.4.2
• Defined technology call flows for Virtual Hold solutions for in call treatment
• Built Hosted Call Center Architecture certified as HIPPA / PCI Security compliant
• Solution architecture was based on the ITIL service design development
• Developed operational technical process flows for Provisioning, Production Support, & Troubleshooting documents
• Supported multiple tenants using Genesys Outbound solutions with multiple MCPs
• Utilized F5 to create VIPs for Public facing IPs for VHT solutions
• Worked with outsourced vendors build custom solutions with the Genesys Platform SDK 7.2 - 8.1 with multiple T-Servers
• Worked with internal and external customers Convergys, Sykes, Teletech, and Accenture

Confidential, Pennington, NJ

Call Center Solutions Architect

OS /Environment: Windows, Avaya, Cisco Call Manager (CUCM 8.6 - 10.x ), UCCE, Genesys, Microsoft Lync 2013, Telecom Domain

Languages / Protocols: .NET, C#, JavaScript, Jquery, HTML5, JSON, NodeJS

Responsibilities:

• Coordinated Engineering teams on POC efforts for BofA Telecom / Telephony Frameworks
• Created a modified telephony screen pop application utilized by 600 branch offices or 23,000 plus Confidential Agents worldwide
• Utilized Avaya Session Manger to manage the connectivity of the 23,000 node Confidential instances on Avaya phones with MS Lync 2013 desktop integration
• Drove solutions design for multiple integrated mobile devices and integrated them in a unified communications framework
• Developed Next Generation Mobile Phone Android / IoS to Call Center utilizing BofA mobile framework and integrated chat solutions using LiveOps and Genesys eServices Chat.
• Architected solutions using CUCM / UCCE / Cisco Call Manager 6.13 - 9.1 and MS Lync 2013
• Implemented Cisco Edge Collaboration Servers to provide 2 factor authentication and unified communications
• Designed solutions with Genesys WFM, Genesys Stat Servers, CME, GVP/ Genesys SIP Server 8.1, CCPulse, NICE, Custom Softphone and Call Attached Data
• Created architecture design for using GVP 8.1 ( Genesys SIP and Genesys Media Servers )
• Provided architecture review of the Unified Communications Framework for implementation
• Implemented different routing strategies using IRD and Skills Based Routing methodologies
• Integrated Solutions with Salesforce tracking clients for both retirement and Home Loans LOB
• Trained in standard financial practices and compliance mandated by Confidential and B of A
• Built solutions involving custom softphone development and call center dashboards
• Integrated Applications using Genesys infrastructure Genesys URS, Genesys Framework, CME, Custom Softphone Solutions, UC Connect / Smartlink
• Validated solution architecture for both Natural Language for implementation of Garbage Grammars and SLM (Statistical Language Modeling ) through the TellMe Cloud based IVR
• Architected a solution to build a Big Data initiative for Call Center Telecom Data and analysis using Hive and Pig
• Utilized both structured and unstructured data in the call center to determine business needs of the customer resulting in a change of business logic
• Captured all call center unstructured data relating to call center statistics and converting speech to text
• ETL of Call Center CDR records and other Telecom Statistics in Hive Architecture in XML format into HDFS
• Implemented POCs with Cloud based and virtualization technologies like Vmware and EC2
• Built RESTFUL web services and consumed RESTFUL web services
• Worked with outside engineering teams to migrate of applications from Microsoft OCS to the new Microsoft Lync 2013 Architecture and SalesForce Integration
• Developed Architecture design documents and upper management architecture for integration of Microsoft Lync and Unified Communications initiatives
• Modified Salesforce integration screen pop with the telephony system to use ANI as the key to populate the correct customer information
• Worked with business partners on Skills based routing strategies in conjunction with IRD for high net worth clients.
• Worked with different line of business to enhance current architecture to solve problems and enhance new functionality
• Architect different telephony and software based solutions for the Retirement and Wealth Management division
• Solutions involved Genesys T-Server, Cisco Call Mangers, Avaya CMS, Genesys URS, Microsoft OCS / MS Lync, Genesys Platform SDK, CTIOS, Siebel 8.1, Cisco Unity
• Provided technology direction for the migration path of OCS to MS Lync 2013 and all enterprise application
• Created solution architecture documents and technology power point presentations socializing it to other domain stakeholders
• Drove proof of concepts from conception to implementation and delivery
• Worked with developers and other domain architects to validate solutions and address architecture concerns
• Built solutions based on Genesys Platform SDK and Genesys versions 8.1

Confidential, Philadelphia, PA

Telephony Solutions Architect / SOA Integration Architect

OS /Environment: Windows (Java) Avaya AES, Aspect Unified IP 7.0

Languages: VS .NET, C#, C++, Java J2EE, JavaScript

Responsibilities:

• Developed Confidential solution to integrate Avaya AES 4.2, Pega / Chordiant FS 6.5, Aspect UIP 7.0 to screen pop inbound service calls and outbound sales calls
• AOD Feed SOA Service built using RESTFUL Service
• Service leveraged Windows service that called Java service
• Integrated Feeding of records into the dialer once VS Service validated records
• The WPF Application called WPF Service to determine to insert records and validate Java Service to validate records to be called
• Consulted on the technical architecture utilizing multiple channels of contact E-mail, Chat, Call Back, Inbound Calls and Intelligent Routing
• Worked with DNIS and ANI strategies to route and identify calls to determine route path
• Designed a blended call center strategy for both inbound service calls and outbound sales campaigns
• Worked with telecom to integrate outbound sales campaigns, call queues, and the Chordiant CRM system to screen pop hot leads
• Lead the Aspect Unified IP 7.0 Dialer integration with Chordiant FS 6.5 with Agent Screen Pop
• Helped telecom team to update existing skills based routing rules and ACD queues for inbound and outbound strategies
• Integrated legacy backend systems like Vantage and Chordiant FS 6.5 in the back office
• Worked with business to design intelligent based routing solutions for dynamic allocation of agents
• Tracked call center bus using multiple tools Envision, Logs on Avaya AES 4.2, Logs on Chordiant FS 6.4 and 6.5

Confidential, Mountain View, CA

TelOps Avaya Telecom Solutions Architect / Engineer TelOps

OS /Environment: Red Hat Linux, Ubuntu, Avaya CMS

Languages / Tools: Python, PHP, Java, C++, LAMP, MapReduce, GFS, Confidential Borg

Responsibilities:

• Worked on Several projects with Avaya CMS in TelOps group and trunk group utilization
• Lead development team and global deployment team to Asia Pacific, Europe, Middle East, Latin America and Asia-Pacific for Confidential Offices
• Helped build integrated applications with Confidential Enterprise Applications
• Worked with Android SDK and build internal Confidential applications with GoogleVoice
• Built IMS features using dynamic allocation of conferencing participants detailing presence
• Used Agile Software Development and managed QA Team for automated testing with IXIA utilizing load testing plus performance testing creating SIP calls simulating RTP streams
• Created project plans for Confidential Conference, Confidential Voicemail, Confidential Fax solutions using open source VoIP applications using Asterisk and Freeswitch saving 1 million dollars per year
• Integrated Audio Conferencing and Video Conferencing solution with Codian/ Tanberg video bridges H.264, H.323, SRTP and standard SIP with Freeswitch and Asterisk 1.4.1
• Worked with audio codecs G729 and HD Voice
• Reviewed Asterisk / Freeswitch/Java/Ajax architectural VoIP design for end to end solution
• Helped architect geographical load balancing of all products for disaster recovery, failover of telecom Avaya SES SIP Servers (IP PBX)
• Worked with creating test harness using IxVoice to test QoS services for SIP services and endpoints
• Developed FoIP solution using Enterprise Hylafax servers leveraging T.38 and Mediant 1000 Audiocodes boxes
• Leveraged and integrated conferencing system with Confidential Talk and enabling the G.722 codecs
• Deployed and developed Confidential virtualization technology to replace Avaya’s Audix voicemail solution

Confidential, Simi Valley, CA

Call Center Integration Architect / Project Manager

OS /Environment: Windows Server

Languages: .NET and C#

Responsibilities:

• Coordinated technical and business teams on a 50 million dollar call center re-engineering project
• Defined functional workflows with multiple points of entry such as: eFax, E-mail, Calls, Webchat and other forms of correspondence
• Worked with Avaya Premise based routing with Genesys Voice Portal ( GVP ) 7.1
• Created project plans for development, rollout, consolidation of 20 small call centers, and migration of business workflow processes
• Facilitated and defined KPIs(Key Performance indicators) for the call center and benchmarks
• Provided business cases for routing through menus and implemented skills based routing using Confidential screen pops with data collected in the IVR call flows
• Utilized the Genesys SDK to integrate into the Siebel Soft Phone Toolbar with .NET
• Worked with the business groups to help define call flows and route paths for insurance products
• Coordinated with the call center managers to provide additional out of the box reports for both ccAnalyzer and ccPulse for accurate reporting of the call center needs
• Lead the Telephony team in utilizing ETL integration for DataInfomart, creating reports for historical, real time analysis of the call center ccPulse, ccAnalyzer
• Architected a call center solution to integrate into Confidential legacy systems and coordinated solution to work with Siebel CRM systems
• Implemented a disaster recovery solution with Genesys T-Severs, Network based routing and call management
• Worked with the business units to provide additional out of the box reports for both ccAnalyzer and ccPulse for accurate reporting of the call center for WFM

Confidential, San Jose, CA

Call Center Solutions Architect / Engagement Manager

OS /Environment: Linux, Solaris, Windows

Languages: Java, C++

Responsibilities:

• Provided guidance to business owners on project plans and length of time estimates of the call center rollout
• Coordinated with the business owners on developing call flows for the Nortel IVRs
• Worked with the telecom team to implement Nortel Periphonics IVR and administer alarms to keep servers running
• Modified business call flows to take full advantage of the tight integration of the IVR, Confidential, CRM systems
• Generated call center reports to better manage the call center in real time, hourly, daily, monthly periods
• Maximized the Confidential and IVR servers to match the call center service level goals
• Implemented basic Genesys framework and T-Server installations on the management layer to provide verbose logging services for troubleshooting
• Provided maintenance of applications on the agent desktop and backend systems that serviced these clients
• Modified ESB Code in C++ to leverage Corba Orbs to use logic to interface to order management for telecom products
• Connected with billing application web services with using Websphere Application Server Enterprise service Bus ( ESB)
• Used WSDL to consume or create webservices through the eTom model
• Built a J2EE application to work in multiple J2EE containers Weblogic, Websphere and Jboss
• Deployed a disaster recovery solution using multiple Genesys T-Servers in multiple call centers domestic and outsourced
• Helped vendors upgrade NICE reporting/monitoring servers to the correct versions to provide more custom reports to monitor multiple call centers
• Worked with other groups to coordinate the telecom deployment of multiple systems for change management
• Routed the integrated SIP/VoIP/TDM calls through to the international call centers
• Utilized a SOA (Service Oriented Architecture) and the ESB (Enterprise Services Bus) with Microsoft .NET web services and Java domain adapters to support the eTom (Telecom Management Forum standards)
• Worked with business units to identify gaps in the call center metrics to increase visibly of the ROI of telecom purchases
• Integrated with legacy Cisco ICM hardware and call routing to outsourced Vendors using IPCC 7.3
• Architected a call center VoIP solution using the UML Models to conform to the eTom and OSS/J standards with Active Directory implementation
• Integrated Nortel Meridian, Nortel Symposium, Periphonics MPS500(IVR), Chordiant, Siebel Order Management server to increase call center efficiency
• Participated in the vendor selection process RFI, RFP and technical evaluations
• Managed Blue Pumpkin WFM and NICE agent monitoring systems to coordinate with business/operations needs

Confidential, Santa Clara, CA

Senior Software Engineer

OS /Environment: Freebsd, Windows

Languages: C++, Perl, C, Java

Responsibilities:

• Interfaced telephony, VoiceXML, Confidential (Computer Telephony Integration) Lucent/Avaya CentreVu, TAPI, IVR applications with eCRM applications ( SDKs: Speechworks )
• Qualcomm’s BREW. technology to develop Confidential Properties on the 3G enabled devices
• Lead the engineering project for developing wireless enabled devices using J2ME(Midlets)
• Used HP’s MicroChai Java to deploy client applications on BREW and Java enabled devices
• Interfaced CRM applications with Midlets residing on multiple wireless devices
• Embedded RTOS development with the ARM7TDMI Chipset in Java and C++ using an ARM IDE
• Developed midlets for multiple platforms like: Windows CE, Palm OS, CDMA enabled devices
• Programmed using Qualcomm’s SDK Brew to develop wireless applications for mobile devices
• Server side EJB Development interfacing with Aligo Mobile application server, and Weblogic 6.0
• Standardized applications to be J2ME compliant as well as conforming to MIDP 1.0, CLDC 1.0
• Created server side code to manage and interface with enterprise applications using .NET and XML
• Implemented SSL security on mobile devices from server to mobile device for enterprise solutions
• Opened Socket connections over the SSL through ports behind gateway servers
• Developed core applications internal to Confidential using C, C++ on Freebsd