Software Engineer Resume

SUMMARY

5.2 years of professional experience in Solution Design, Implementation, Testing, Administration and Maintenance of various Genesys Products.
Good working knowledge on Genesys Framework(8.x) GI2 Reporting, Infomart, Inbound Voice, SIP Server, eServices, GVP (8.x), WFM,APIs, GAX, Pulse, iWD/GRE, Composer and NICE Recording.
Good knowledge on routing of Voice and Multimedia (Email&Chat) interactions in Composer & IRD.
Good experience on Composer Routing SCXML Application development and expertise in designing and implementing complex call flows and routing logics.
Expertise in Workforce Management, WFM API and worked on WFM - ADP eTime Integration using Java.
Good knowledge on Outbound Solution integrated with eServices and 3rd party solutions.
Experience with documenting Design specifications, high level architecture and call flows
Proficiency in Troubleshooting, Analysing Logs, Identifying the issues in Genesys Solutions.
Experience in TSR, Security, Qualys findings remediation and Windows OS patching.
Good Knowledge in SAP BOBI 4.0 ( Administration/Development) and specialized in building the Web Intelligence Reports and CMC Administration.
Good understanding of Software development life cycle (SDLC).
Experience in Banking and Finance Sector Call Center Technology.
Excellent communication and interpersonal skills.

TECHNICAL SKILLS

Genesys Solutions: Genesys (8.x) CIM Suite, Inbound Voice, Routing, Composer, WFM, GI2 Reporting, GVP, eServices (Email/Chat), Outbound, Pulse, Advisors and NICE Recording.

SAP BO BI Tools: SAP BOBI 4.x, Web Intelligence, Universe Designer/IDT and CMC.

Databases: SQL Server 2008/12.

Languages: Java/J2EE and PL/SQL.

APIs: WFM APIs

Platforms: Windows Server 2008/2012, Linux (basics).

Tools: CME, GA/GAX, IWS, SCI, CC Pulse, IRD, Pulse, Cyara, Kazimir, Myzamir, MS Office 365, Qualys, ServiceNow, Eclipse, Genesys Wizards and Test Phone.

PROFESSIONAL EXPERIENCE

Confidential

Software Engineer

Responsibilities:

Worked on various Genesys Product design, deployment and maintaining the operations.
Tested and deployed the new OLEDB driver for WFM to support TLS1.2 compliance policy.
Providing Genesys IT operation support for clients/Fin Institutes for seamless operations.
Actively worked on DR/Failover design for SIP, WFM and Reporting.
Supported the DB Migration and OS upgrade activities.
Worked to improve the performance of the WFM and Reporting.
Providing L2/L3 Support for Genesys Call Center Solutions.
IWS Upgrade and Testing.
Actively working & delivering BAU Minor Enhancements and JIRA Stories.
Identifying issues, mitigating the impact to the operations and addressing customer issues actively.
Optimizing the performance of the Genesys components.

Confidential

Software Engineer

Responsibilities:

Designed and deployed the Genesys Management Framework (Config, SCS, and Message Servers).
Designed, implemented and tested the WFM System for ADP eTime.
Involved in designing Interface for the JAVA code using WFM APIs (WFM prospective)
Designed DB Tables for custom Interface application build.
Consolidated Employee list for Interface integration for Workday & ADP eTime.
Regression testing on WFM eTime Interface.
Fixed issues and continues improvements for performance.
Prepared the detailed test case document and involved in Parallel-I/II and UAT Testing.
Supported Go-Live activities.

Confidential

Associate Consultant

Responsibilities:

Genesys Applications and Production Support, proactive alarm monitoring and Heath checks for Genesys Solutions.
Managing, troubleshooting and resolutions for Genesys Contact Center technology issues with highest priority is to mitigate the impacts to minimum levels and restore production.
Resolving Issues and Tickets related to GI2 reporting, Infomart, Inbound, Call Recording, Participating bridges to Sve1 and root cause analysis.
Preparing the Genesys Platform Analysis, Solution Management Reports and Test plan and CIP’s for major activities and involving in testing and validations.
Preparing various SAP WEBI Reports, Customization, Administration and issues resolutions as per the customer requirements.

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