SUMMARY:

• Over 7.5 years of experience in IVR Developer/ Analyst/ Architect. During this period I am specializing in the design or refactoring of client based software, including research and exploration of open source development tool API’s; within the full life cycle of the software development process. have effectively used my experience to analyze customer requirements, develop technical solutions and documents, judge alternatives, propose and develop best - fit solutions and final system integration and testing of the developed codes.
• I have thus been exposed to the complete life cycle of a project starting with creation of a development and integration environment, analyzing customer requirements, developing the business and technical documents, coding the enhancements and new features, fixing the bugs and supporting post production releases. Below outlined are my basic skill sets
• 7.5 years of experience in Design, Development, Implementation and Maintenance& Support in IT industry working with Java/J2EE as a primary technology.
• 6 years of IVR solution design and development.
• Experience working as a IVR Java lead, working on onshore, offshore and near shore model.
• Hands on experience of IVR, Core Java, J2EE, VXML, Web Services, Spring, MVC, JSP, Servlets, Struts, JMS, XML, JDBC, Oracle, Pl/SQL, Ant, Log4J, UNIX.
• Good experience in developing and publishing both SOAP and Restful web services.
• Expertise in working with IDEs like Eclipse, RAD and NetBeans
• Well acquainted in Software Development Life Cycle (SDLC) and Testing Methodologies
• Have excellent fault detection skills and also involved in Bug Tracking & Reporting.
• Extensive decision making, analytical, troubleshooting, interpersonal skills and flexible to adapt business needs, proactive, written and verbal communication skills.
• Planning, coordination, task allocation/ review, reporting, communication with business / project teams).
• Developed a dashboard that will show client average time a high value customer stays on our IVR system. Just helping them to make judgment that weather they should invest more on developing customized IVR for them.
• Initiated and leading development of a new project, which will help automatic test cases generation from MS Visio call flows. Thus saving testers effort to write general test cases. With help of this testers just need to focus more on writing more of Adhoc test cases. Got client appreciation for the initiative.
• Worked as developer and Architect for the major Confidential IVR system which serves more than 2M calls a day.
• Worked as a technical lead for Confidential IVR Systems which serves more than 50 million calls a year.
• Used VXML 2.1 for IVR call flow development.
• Worked on production support for both Confidential IVR and Confidential IVR systems.
• Worked on Core Java, Springs Framework, Nuance development framework and Web Services.
• Worked on LISA service virtualization so enable performance testing of IVR application.
• Worked on Avaya Voice portal, Genesys voice portal, Nuance ASR ad Watson ASR engines.
• Implemented Natural language using NUANCE ASR engines and WATSON ASR with GVP 8.1 as the voice portal.
• Basic understanding of AngularJS 2
• Windows/Linux OS
• Basic understanding of Hammer, Struts Framework and UNIX.

TECHNICAL SKILLS:

Programming Languages: Java/J2EE, WebServices(SOAP and Rest), HTML, Springs, Spring Boot, JSP, VXML, UNIX, PL/Sql

Tools: Jmeter, IBM RAD WebSphere, Eclipse, tomcat6, LISA 7.5, SoapUI, PL/SQL Developer, Winscp, Putty, BugZilla, Jira, HPQC, Avaya Voice/ Exprience Portal, Genesys voice portal 7.0, Hammer, NUANCE ASR, WATSON ASR, IBM MQ Service, HP ALM, Service Now, Remedy, AngularJS 2, Dynatrace, Empirix voice watch, Tivoli monitoring, Foglight

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

Technical Lead

Responsibilities:

• Develop core backend Java and front end VXML for fixing any issues or call flow design flaws.
• Writing code in Java with Netbeans IDE and SQL scripts that provide desired functionality to the web-based software, typically for large, complex or leading edge sites, products and programs
• Contributes in all phases of the Java software development life cycle including architecture design, code implementation, build, UAT and Production deployment
• Design and develop high-volume, low-latency applications for mission-critical IVR systems, delivering high-availability and performance.
• Develop SOAP and REST based web service clients and assisting with Web Service integration into existing code to meet business code release objectives
• Used NDF framework to handle/intercept the user requests and used various controllers to delegate the request flow to the backend tier of the application.
• Making Java code changes to legacy IVR systems to resolve bug fixes or develop enhancements
• Assist QA team with UAT testing and code release fixes
• Contribute insight on WAR room calls related to major production issues
• Write Unix shell scripts for reporting and defect analysis.
• Completes applications development by coordinating requirements, schedules, and activities; contributing to team meetings; troubleshooting development and production problems across multiple environments, internal departments, and server platforms.
• Updates job knowledge by researching new technologies and software products; participating in al opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value as a team member.
• Integrating with Nuance development framework
• Effort Estimation
• Developing the reusable components.
• Production Deployment
• Implementation and Post Production Maintenance.
• New IVR environment setup.
• Performance testing of the IVR.
• Service virtualization using LISA for performance testing of IVR application
• Configured IVR application on Avaya experience portal.
• Configured Avaya experience portal and application to accept call transfer from other enterprise IVR systems.

Environment: J2EE, JSP, VXML, NetBeans, Tomcat, UNIX, Pl/SQL, ALM, Nuance development framework, Nuance ASR, Nuance TTS, VXML 2.1, Avaya experience portal, Avaya MPP server, SOAP and Restful web services, LISA, Service now, Dynatrace.

Confidential, Chicago, IL

Java Developer/ Architect

Responsibilities:

• Actively involved in the daily operational activities that generally influence important components / processes of the on-line technology function, including but not limited to writing code in Java 6 and build scripts that provide desired functionality to the web-based software, typically for large, complex, or leading edge sites, products and programs and developing software applications and tools.
• Implemented Confidential Refill Reminder code milestone which is currently in production today.
• Helps facilitate and enable the integration of applications and business processes encouraging solution reuse as best practices
• Provides guidance in the logical and physical design of application systems, and ensures design is consistent and well-integrated with existing conceptual, logical, and physical application architectures.
• Consuming restful and soap based web services from other Confidential technology departments for use in the Confidential IVR.
• Analyse and define system requirements for IVR applications to meet business requirements
• Architect, prepare and maintain complete programming specifications, functional design, and design documents new projects based on Agile Methodology.
• Performs Oracle/SQL Database queries for business inquiry of call statistics
• Support testing, debugging, and resolution of production issues
• Anticipates and prevents problems and roadblocks before they occur.
• Coordinates cross-functionally meetings to accomplish assigned tasks.
• May assist in incident resolution that may include on-call rotation.
• Knowledge transition to less experienced members of the project or team.
• Performs internal code reviews for project build releases

Environment: Core Java, J2EE, Spring Framework, JSP, HTML, RAD, XML, Websphere 8.5 UNIX, Pl/SQL, putty, winscp, SOAP, ANT and Log4J, Remedy, Genesys voice portal, Genesys MCP server, Nuance ASR, Nuance TTS, Empirix Voice watch.

Confidential, US

Technical Lead

Responsibilities:

• Responsible for providing self-service solutions including speech enabled and touch tone interactive voice response (IVR) solutions.
• Preparation of Design Documents
• Analysis of VUI doc
• Checking and suggest best fit caller experience
• Call flow preparation of IVR
• Designing and Developing Effective Test Scenarios and Test Cases
• Effort Estimation
• Developing the reusable components
• Production Deployment
• Implementation and Post Production Maintenance.
• New IVR environment setup.
• Provide comprehensive live and web based client product and service solutions for intelligently routing voice, email, tasks, fax and web inquiries involving JSP, SQL queries.
• Providing Voice XML .
• Knowledge of grammars required for client side speech call flow request within Nuance Speech Recognizer.
• Remote monitoring and direct involvement in telephony script updates
• Performing custom code modification to desktop and web-based software
• Creating custom IVR speech recognition
• Creating custom Screen pops for clients involving JSP page customization
• Set and moving up of SQL database tables
• Integration of Third party application such as Remedy
• Installing and upgrading for existing and new clients
• Assisting Clients with failure resolution techniques

Environment: Core Java, J2EE, Spring Framework, JSP, HTML, RAD, VXML, XML, Websphere 7, UNIX, Pl/SQL, putty, winscp, Genesys voice portal, Genesys MCP servers, Nuance ASR, Nuance TTS, SOAP, ANT, Remedy and Log4J

Confidential, US

Development Lead

Responsibilities:

• Preparation of Design Documents
• Call flow preparation of IVR
• Metrics Collection, Effort Estimation
• Managed 5 member team
• Development of reusable components
• Code review to meet coding standards
• Load Testing of IVR
• Coordinating with testing Team and BA
• Effectively participated in Defect Triage Meeting
• Production deployment
• Implementation and Post Production Maintenance.

Environment: Core Java, J2EE, Spring Framework, JSP, HTML, RAD, VXML, XML, Websphere 7, UNIX, Pl/SQL, putty, winscp, Avaya voice portal, Avaya MPP server, SOAP, ANT, Remedy and Log4J

Confidential, Gurgaon

Developer

Responsibilities:

• Preparing Change Requests (CRs) and UTS
• Server Side Modelling
• Developing Server side code
• Development of new requirements, their unit testing, integration testing and delivery
• Bug fixing
• Preparing Test Scripts/Cases corresponding to requirement specification
• Executing Test Scripts
• Quality management

Environment: MasterCraft, VSS, Beyond Compare, JBOSS

Confidential

Business Analyst

Responsibilities:

• Requirement Gathering.
• Organizing demo sessions/ presentations for clients.
• Direct Client interaction.
• URS preparation.
• SRS Preparation
• GAP Analysis documents
• Preparing feasibility matrix