PROFESSIONAL SUMMARY:

• 9+ years of overall Analysis, Design, Development, Solution Architecture, Implementation, Production Support experience in Java/J2EE, IVR, Genesys CTI and Web technologies.
• 7+ years of progressively responsible positions in managing IVR/CTI/Middleware Client/Server applications using Java, J2EE, JSP, Servlets,Struts, JDBC, Java Script, Web Services, SOAP,REST,JMS, MQ Series, XML - RPC and MVC Design Patterns.
• Solid work experience in designing, developing, and maintaining TDM/SIP based IVR/CTI applications on Genesys, Intervoice/Convergys, Nortel and TellMe IVR/CTI Platforms.
• Expertise in IVR technologies like Voice XML/VXML, CCXML and GRXML.
• Lead and managed multiple technical teams in Onshore/Offshore/Near shore Model.
• Professional experience and noledge in the installation, configuration,upgradation, development and support of Genesys Framework 8.x/7.x, Genesys Voice portal (GVP), Genesys Administrator, Outbound, OCM,OCS, Genesys SIP Server, Genesys Routing, Genesys Reporting, IRD, URS, Stat Server,SCI etc.
• IVR Call flow and Voice User Interface (VUI) design experience using MS Visio.
• Ability to Track and trace call flow from PBX to Agent Desktop. Trace routing Strategy, Verify call flow by checking logs of T-Server/SIP/URS server, GVP Logs, VXML Logs etc.
• Experience in IVR monitoring/test automation tools like Empirix/Hammer Call Master.
• Extensive working experience in designing, developing mission-critical and high volume enterprise IVR/CTI/Web applications for Confidential, JPMorgan Chase and Confidential .
• Strong noledge of various Nuance ASR/TTS products and tuning concepts and worked on Nuance OSR, Recognizer v9, RealSpeak 4.x, and Speechify.
• Good noledge of Verizon TFN Network Manager, AT&T Route-it.
• Proficient in Design patterns and have extensively used them for developing the efficient systems includes Front Controller, DAO, Service Locater, Business Delegate etc.
• Extensive Experience with Oracle 10g/9i/8i, MS SQL Server and MySQL databases and SQL, PL/SQL,Stored Procedures and Triggers.
• Excellent Project Management, Interpersonal, Organizational skills.
• Expertise in implementing SOA using both SOAP and RESTful Web Services.
• Experience in different software development methodologies like Agile and Waterfall.
• Good understanding of Networking / Telephony concepts such as Voice networks, Media Gateways,PBXs,Switches, ACDs, PSTN, TDM, VoIP, H.323,SIP,MRCP V2,T1/E1, ISDN, Trunking,etc.
• Expert noledge in Banking, Financial, Telecom and HealthCare business domains.
• Troubleshooting Genesys issues using Genesys SIP Server log visualizer, Kazimir, etc.

TECHNICAL SKILLS:

Web Technologies: Java, J2EE,Servlets, JSPs, Java Script, Struts, SOA, HTML,XML,Design Patterns, JDBC, Web Services, SOAP, RESTful, JSON, Apache Axis, XML-RPC, JMS, JAXB, log4j, JUnit

IVR Technologies: Voice XML 2.0,2.1, CCXML, GRXML,GSL

IVR IDEs: Genesys Composer 8.1, Intervoice Invision Studio 3.0Nortel Periproducer 5.3, Avaya Orchestration Designer.

IVR Related Products: ASR/TTS Engines, Nuance Recognizer (8.x, 9.0),Nuance Speech Server 5.0, Nuance OSR 3.0, RealSpeak 4.5, Empirix/Hammer Call Master, Kazimir, SIP log Visualizer.

Voice Platforms: Genesys, Intervoice, Convergys, TellMe, Nortel.

CTI Technologies: Genesys Framework 8.x, Genesys Administrator 8.1,T-Server,CME,URS, IRD, Stat Server, SCI, Genesys SIP Server, Outbound Campaigns, Genesys GVP, Genesys Routing, Genesys ReportingCCPulse, Genesys Info Mart, I-Server, Cisco ICM Call Routing, Agent Desktop, Soft Phone, CTI Screen-Pop, Genesys Platform SDK.

Middleware: Web Services, SOAP, RESTful, Web Sphere MQ Series, JMS,XML-RPC

Languages: C, C++, Visual Basic 6.0, ASP.

App/Web Servers: Apache Tomcat,IBM WebSphere Server, BEA Web Logic

Tools/Products: Eclipse IDE, SOAPUI, TOAD, HP Quality Centre 10.0, MS Visio.

Build/Version Control: ANT, Sub Version (SVN), CVS

Operating Systems: Windows, UNIX, LINUX

Database systems: Oracle 8i/9i, MS-SQL Server, MySQL.

PROFESSIONAL EXPERIENCE

Confidential

Senior Consultant - Technical Lead Developer

Responsibilities:

• Primary responsibilities involve analysis, design, architecture, development, unit testing, support during QA and UAT cycles, and a defect-free production delivery of IVR/Java/Genesys applications.
• Collaborating with Senior Architects, VUI design team and business teams and producing Technical Solution Design Documents (SDD).
• Building IVR applications using Voice Framework developed in Java, J2EE, Voice XML and ECMA Script, Reporting framework for MIS data.
• Created a web service client for a SOAP/RESTful based web service.
• Responsible for developing, deploying and supporting various Genesys solutions including Genesys Outbound, Genesys Voice Platform, Genesys Routing etc.,
• Developed Appointment reminder Outbound IVR application utilising Genesys Framework components (OCM,OCS,CME, Administrator,etc)
• Integration of IVR applications to utilise Kaiser Permanent owned Web services to interact with backend ESB applications.
• Develop dynamic speech grammars using GRXML and JSPs.
• Involved in development, configuration and support of Genesys IVR/CTI products (Genesys Framework 8.x, Genesys Outbound Contact Server (OCS), Outbound Contact Manager (OCM),GVP, MCP, RM, Genesys Administrator, CME, SCI, SIP Server, URS, Stat Server, DB Server, Configuration Server, URS, IRD etc.)

Confidential

Consultant, Sr. IVR/Java Developer, Technical Lead, Program Manager.

Responsibilities:

• Responsible for Analysis, Design, Coding, Testing, Implementation and support of IVR/Middleware (IDAS)/Genesys solutions.
• Responsible for delivery of IVR/Convergys/Genesys contact centre applications, systems, and products in a multi-platform and converged environment.
• Designed systems and programs to meet complex business needs.
• Prepared detailed specifications from which programs are developed.
• Ensured programs meet standards and technical specifications.
• Developed IVR call flows using VoiceXML, Java/J2EE, VoiceXML Framework, Java, JSP and Java Script, Intervoice Invision Studio.
• Developed Middleware components for the host interaction using Java/J2EE, MQ Series, and Apache-Axis Web services.
• Proactively engage various Telephony technical groups including IVR, Call Routing, Voice and Data Network Infrastructure, Convergys for project cross-impact discussions.
• Involved in Integration testing and Code reviews.
• Involved in bug fixing and writing JUnit Test Cases.
• Work closely with the entire IVR/Genesys/Middleware/Host teams and also work with offshore counterparts.
• Build scripts for performance testing/Monitoring using Empirix CallMaster.
• Created Voice User Interface (VUI) documents, complex call-flows using Microsoft Visio tool.
• Setup and configured the Genesys admins, users, agents, telephony components, agent groups, persons, places etc., through CME dat were necessary to setup up inbound call management, execute call routing strategies, route calls to Agent Desktop applications.

Confidential

:IVR Application Developer

Responsibilities:

• Prepare Low Level Design documents using MS Visio based on BRD and High Level Design (HLD) documents.
• Developed and maintained interactive voice response applications using Periphonics.
• Migration of existing Nortel Periproducer applications to open standard technologies using Voice XML, Java, Java Script.
• Development of Middle tier components to communicate with back-end systems using XML-RPC.
• Designed an intranet website for developers, business analysts, quality assurance analysts, and business partners to visually test IVR self-service host transactions.
• Decommissioned SNA dependent infrastructure and migrated to Point-Of-Arrival platform involving new middleware platforms (GDAS, EMI).
• Designed and developed IVR applications on Periphonics MPS and VPS systems using Periproducer IDE.
• Converted GSL grammars to industry standard SRGS.
• Defect fixing during SIT, UAT and Regression testing
• Involved in developing GUI Web user interfaces using Java, JSP, Java Script and HTML.
• Performed Junit/Manual testing of Web application.
• Involved in bug fixing and writing JUnit Test Cases.