OBJECTIVE:

• I am looking for a challenging position as a Telecom Software Engineer by playing a visionary role in software development team

SUMMARY

• 7 years of professional experience in software development in analysis, design, development, deployment and testing with wide range of technical experience in architecture definition and implementation of various Enterprise and voice - based systems
• Extensive experience in Computer Technology Integration (CTI), Universal Routing Server (URS), IRD (GUI), T-Server, SIP Server, StreamManager, Stat Server
• Good knowledge of Genesys Framework, Genesys Outbound Solution, Witness, Genesys Voice Portal 7 (GVP), Interactive Voice Response (IVR), Info Mart and Genesys Agent Desktop (CTI/Softphone)
• Experience in VoiceXML, Java, J2EE, Web Services, Struts, Natural Language applications, Oracle, C, C++, and VB
• Experience in design and implementation of Multi-channel routing (Genesys Email) and Genesys Outbound across various business units for multiple contact centers.
• Proficiency in analysis of speech systems requirements to transform them to a Voice user interface (VUI) design.
• Experience with custom reports using Voice Application Reporting (VAR)
• Good Knowledge in design and development and converting them into robust system designs and supporting them
• Good Telecom expertise and understanding of applicability and value in software development
• Experience in the complete Software Development Life Cycle (SDLC)
• Experience in Testing and Debugging of Software Applications
• Ability to work in tight schedules and efficient in time management
• Highly motivated team player with excellent interpersonal, technical and communication skills

TECHNICAL SKILLS

Telecom Technologies: IVR, CTI, VoiceXML, ASR, URS, IRD, T-Server, UCS, Interaction Server, Training Server, Stat Server, GSL, Speech Works, Component Design,, Scan Soft, Nuance, Tell me, SSML, SRGS, CCXML, ACD, Scan Soft, Speech Works, Multimodal, SALT, Natural and Directed Dialog Development

Java Technologies: Java, J2EE, JSP, Servlets, EJB, JMS, JNDI, JDBCAssembly Languages: x86, MIPS, PA-RISC, UNIX Xlib, GTK+, pthreads, IPC, kernel interfaces

Programming Languages: C#.NET, C, C++, T-SQL, PL/SQL, SQL

Operating System: WINDOWS, LINUX, UNIX

Networking Technologies: TCP/IP, HTTP, FTP, SMTP, SIP, SDP, NMS NaturalAccess, Fusion

Voip technologies: SIP signaling, RTP streaming, and voice compression

Application Packages: CTI, Framework, Call Concentrator, CC Pulse, CC Analyzer, Soft Phone Development, T-Server, GVP, Stat Server, Telera XML, Nuance, Scan soft, Genesys Suite 6.5, and Genesys Suite 7.x

Web Technologies: JavaScript, XML, ASP.NET, CSS, HTML

Tools: SAP Net weaver Developer Studio, Visual Studio, SQL Server Management Studio (SSMS)-

PROFESSIONAL EXPERIENCE

Confidential, Sanjose,CA

Genesys Developer

Responsibilities:

• Collect business requirements, JAD sessions, and writing technical design document
• Analyzing customer requirements, and evaluating technology options, developing strategies, and recommendations to Call Center customers
• Setup, installation and maintenance of CTI Environment for voice and email routing
• Created general infrastructure for Genesys framework and CTI support for call center
• Involved in writing routing strategies and setting up Genesys URS. The routing (intelligent routing) is based on the skill based routing defined for each of the group. Also involved in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN, Route points, group agents/places.
• Created routing strategies, work flows, business process, and KV pairs for routing.
• Responsible for the developing the Speech/DTMF grammars, developed GRXML grammars for various dialog modules.
• Created Custom VAR (Voice Application Reporting) reports
• Responsible for Post production activities like logging activities and monitoring the code using log element of VXML
• Involved in Creating and Testing routing strategies using IRD(GUI)
• Integrated Siebel Call center application with Genesys soft phone and CTI features using Siebel Genesys GPlus adaptors.
• Measure, monitor, and manage ACD performance and take appropriate actions based on the results.
• Screen pops, multimedia support (email, chat) for call-center using Genesys Workforce management, In/Outbound calling, DMA, Configuration Manager, Skill based Routing, and reporting.
• Worked on Info Mart and-Implementation of Genesys Agent Desktop Screen pops.
• Understanding the Java and J2EE architecture for Genesys components that are interfaced with Java applications.
• Administer CTI middleware and WFM Configuration components (Directory Numbers, Skill sets, Agent IDs)
• Administer CTI Applications
• Worked on Genesys Voice Platform (GVP)
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites
• Developed and implemented custom CCpulse+, CC Analyzer and Call Concentrator
• Involved in planning the strategies according to the requirements (i.e. agents, Geographic location, customers, and Time zones) for the project.
• Maintained and extended VXML for a voice application
• Completed skills based routing applications using Genesys Interaction Router

Environment: Genesys - Framework(multi media), Voice and Media routing, Universal Routing Strategies using IRD, URS, CCPulse, CCAnalyzer, Speech/DTMF grammars, Statserver, Genesys Voice Portal (GVP), Inbound, Outbound, T-Server, IXN-Server, UCS, Email Server Java, VAR, Sip Manager, StreamManager, Call Concentrator, CME, SCI, DMA, ETL, GAD, IVR, VoiceXML, Java, J2EE, Java Script, Oracle, Scansoft, JSP, Apache/Tomcat, Servlets, Cisco Call Manager, Aspect, Oracle, XML, UML, GSL, Genesys Studio, Visio, Scansoft platform, VXML, OSR, SQL Server, T-Server, Call Concentrator, Siebel, Windows Server 2003.

Confidential, Sandiego,CA

Genesys Developer

Responsibilities:

• Involved in design reviews for call-flow, class-flow diagrams.
• Responsible for understanding the requirements and initial project scoping.
• Translated the business requirements into implementation requirements
• Developed strategies, defined the architecture, and participated in solution definitions.
• Developed high level architecture diagrams and call flow designs.
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites
• Created Custom VAR (Voice Application Reporting) reports
• Developed and implemented custom CC pulse+, CC Analyzer and Call Concentrator
• Involved in Planning and designing routing strategies using IRD(GUI)
• Worked on the Genesys framework.
• Analyzed and documented IVR business rules for call routing and developed logical diagrams of the existing CTI routing scripts
• Developed Dynamic CTI Applications using C# and Visual Studio.NET and the same Application is used for 6 states by customizing the database
• Integrated the Application to the Genesys CTI using VXML, TXML, and CCXML
• Used Microsoft Visual Source Safe 6.0 as source control
• Involved in designing the Relational database (Oracle Database)-
• Utilized ADO.NET for Oracle database interaction.
• Extensive knowledge and understanding of system design using directed dialog mode, and mixed initiate mode with complex grammars.
• Provided the user with a facility to either give input in DTMF or Voice.
• Involved in Deploying the CTI Application on Genesys Platform
• Integrated the Mainframe Application to the CTI using Cleo software and C#.
• Integrated the Java Web services which are developed by the Medco Pharmacy to the CTI Applications
• Designed and developed Open Speech Recognition(OSR) and Speechify (TTS) applications
• Understanding the .NET architecture for Genesys components that are interfaced with Java applications
• Worked as a member of the technical team on the implementation of the Genesys framework routing strategies and reporting suites
• Designed the Relational database for routing the callers according to the requirements (agents, geographic location, customers and time zones) for the CTI Application
• Developed VoiceXML and Telera XML applications using the QWCC(Qwest platform) platform

Environment: C#, Genesys CTI, Telera XML, IVR, VXML, Visual Studio.NET, Oracle Database, SQL, Source Safe, IIS, Cleo(To Integrate with Mainframe Application), XML, UML, GSL, Genesys Studio, Genesys Voice Platform, Genesys CTI, Visio, ASR, TTS, T-Server, Call Concentrator, CCpulse, CCAnalyzer, Statserver, Web services-

Confidential, Chicago,IL

Genesys Developer

Responsibilities:

• Designing strategies and the required data structure for call centers with about 10,000 agents
• Implemented skills based and queue based routing applications using IRD
• Designed and Implemented Genesys Email and Chat
• Implemented horizontal and vertical design approaches in designing the strategies
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and reporting
• Designed call routing architecture
• Developed and implemented custom CCPulse+ and Call Concentrator
• Involved in planning and designing routing strategies using IRD
• Designed and implemented web services in J2EE to integrate ERP applications with routing strategies
• Implemented Interaction Workflows for genesys Email and chat using IRD
• Involved in planning and designing Genesys Outbound
• Implemented the outbound using Predictive mode
• Involved in configuring Campaigns and calling Lists
• Implemented a Web Service which will be invoked by the IVR to populate records in the Calling Lists
• Involved in troubleshooting the calls from the vector programming on the switch to the reporting on Genesys Inbound
• Troubleshooting the OCS and CPD Server Logs for Genesys Outbound
• Involved in the initial setup of-ICon
• Involved in Avaya CM4 Upgrade
• Designed and developed Nuance ASR and Speechify TTS applications
• Designed and implemented Framework for IVR in J2EE similar to OSDM
• Developed VoiceXML applications using a custom framework
• Developed a custom application to read the logs from the UNIX servers using sftp protocol in J2EE
• Involved in designing and implementing Softphone using Platform SDK

Environment: IRD, Call Concentrator, CCPulse+, T-Server, OCS, CPD, Universal Routing Server, Interaction Workflow, Unversal Contact History, Knowledge Manager, Stat Server, Solution Control Interface, IVR Server, DB Sever, OCM, Configuration Server, Configuration Manager, GVP, Genesys Studio, UNIX, Kazimir, Softphone, Java, Avaya 8710, J2EE-