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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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