STRENGTHS:

• Strong IVR domain experience - Can Lead any IVR Project technically (Dev / Testing / Support) / Run the show single handedly
• Handled multi-site Greenfield Installation / Deployment & Training the Client
• Good communication skills & interpersonal skills

CAREER PROFILE:

• 13 Years of experience in software design, development, testing and deployment exp in IVR (Interactive Voice Response) technologies.
• 10+ months of experience in IVR application development/migration in Confidential Composer 8.1 from Confidential Studio 7.6
• 5+ years of experience in Avaya Dialog Designer application development / Avaya Voice Portal; 2.5 years of experience in Nortel Periphonics / MPS Developer
• 3+ Years of experience in Java / VXML technologies
• 8 months of experience in IVR Application development using Cisco Unified Call Studio (CVP 10.5)
• Developed IVR applications with Confidential Composer 8.1 / GVP, Cisco CVP / Unified Call Studio (10.5), Avaya Aura Experience Portal / Avaya Orchestration Designer, Avaya IR / IVR Designer, Avaya Voice Portal / Dialog Designer, Nortel Periphonics / MPS Developer, Aspect Generation / Customer Self Service (CSS), IBM WebSphere Voice Response / Direct Talk, Intel Dialogic Analog and Digital boards.
• 4 Years of experience in C development (Windows); Hands-On experience in IVR product development and IVR application development.

TECHNICAL EXPERTISE:

Contact Center Technology: Composer, GVP 8.1, Confidential Rules Engine (GRE), Confidential Administrator Extension (GAX), Confidential Studio 7.6, Cisco CVP / Unified Call Studio (10.5), Avaya Experience Portal / Orchestration Designer / ICR (Intelligent Customer Routing), Nortel Periphonics / MPS Developer, Avaya IR / IVR Designer, IBM WebSphere Voice Response / Direct Talk, Aspect Generation / CSS, Dialogic R4, Dialogic Global Call, NMS (Natural Micro Systems) Natural Access, Confidential CTI (FRO, RBD, BRD)

Language: Core Java, VoiceXML (VXML), C

Web Technologies: HTML, VBScript, ASP, JavaScript

Database: Oracle 9i, SQL Server 7.0, MS Access 2000, MySQL, DB2, SQL Server 2008, ODBC, SQL Server 2012

ASR Technology: SpeechPearl 8.0

O/S Used: AIX, Windows 2000 Professional/Server/Advanced Server, Sun Solaris

Application Servers: Internet Information Server 5.0, IBM WebSphere, Tomcat

Design Tools: MS Visio

Tools: & Utilities: Putty, IBM Rational Clear Quest, Visual SourceSafe 6.0, Visual Studio, HP Quality Center, IBM RAD, Eclipse, Serena Dimensions, SVN, AntHill

PROFESSIONAL EXPERIENCE:

Confidential

Senior System Engineer

Responsibilities:

• Tasks include migrating the code, unit test, code review, SIT, QA deployment
• I play the role of IVR Tech Lead/Sr Developer
• Agile Methodology

Confidential

Senior System Engineer

Responsibilities:

• Migration of IVR Applications from CVP 8.5 to CVP 10.5 using Unified Call Studio 10.5
• Tasks included migrating the code, Nuance Threshold confidence value updates, unit test, code review, SIT, QA/UAT deployment, Defect Re-mediation, PROD Deploy, Post Deploy Support
• I played the role of IVR Tech Lead/Sr Developer

Confidential

Senior Software Engineer

Responsibilities:

• Design, Develop IVR Touchtone and Speech Applications for a leading global Life Insurance Organization.
• Configure IVR HOO and holiday messaging through the custom web tool.
• I played the role of Sr Developer/IVR Tech Lead.
• Design, Develop & Implement IVR Touchtone and Speech applications in Avaya Voice Portal and Avaya IR using Avaya Dialog Designer, Avaya IR Designer, Java technologies, Oracle DB.

Confidential

Senior Software Engineer

Responsibilities:

• Plan, Define, Design and Develop IVR Applications for a Confidential serving Consumer and Dealer callers.
• I played the role of Onsite Sr Developer/Lead.
• Design, Develop & Implement IVR applications using Avaya Orchestration Designer / Avaya Experience Portal.

Confidential

Responsibilities:

• Maintenance and Analysis of Production tickets on IVR / HealthCare applications meant for Members and Providers.
• I played the role of a Senior Developer / Offshore Team Lead.
• Maintain IVR application in Avaya Voice Portal developed using Java technologies and VXML.
• Unit Test through physical telephone.

Confidential

Responsibilities:

• I play the role of a Senior Developer / Offshore Team Lead.
• Develop IVR application in Avaya Dialog Designer and deploy in Avaya Voice Portal.
• Unit Test through physical telephone.

Confidential

Responsibilities:

• I play the role of a Senior Developer.
• Developed IVR applications in Nortel Periphonics / MPS Developer & Aspect IVR.
• Unit Test through physical telephone.
• Adding new features to the system, incorporating functional changes, bug fixation, handling Change and System Requests.

Confidential

Senior Software Engineer

Responsibilities:

• Design & Develop C-server code.
• Adding new clients to the system, incorporating functional changes, bug fixation, handling system requests, updating client setup documents with the changes.

Confidential

Responsibilities:

• Design IVR Call Flow & Develop IVR Application in Avaya IVR Designer.
• Making functional changes, unit testing & bug fixing