SUMMARY

• Over 20 years of industry experience in IVR /Self Service, Contact center technology design, development and deployment. Subject Matter Expert in state of the art IVR, Speech and Contact Center technologies and standards such as VOIP, Telephony, VXML, CCXML, UCCE, ICM, Speech Recognition, Text to Speech, Voice User Interface, Usability and Tuning.
• Lead several major conversion projects from legacy to state of the art VXML standards and complex integration with Industry standard technologies such VXML, Speech, IP Telephony using GVP, CVP, ICM technologies to provide end - to-end solutions for call center environments using UCCE, UCCX, IPCC.
• Developed self service applications by integrating speech recognition, voice verification, and text-to-speech, Touch Tone technology with Cisco/CVP, Avaya IR, Voice Portal, Avaya Dialog designer, Genesys GVP, Voxeo Voice Objects, Prophecy, Confidential Invision, Iqtalk, MTC, VXML, AUDIUM, VUI, Tellme, and various VXML browser and telephony platforms.
• Expert in managing various aspects of life cycle of an IVR project from cradle to grave. Subject Matter Expert in requirements gathering, VUI development and Design, Application development, Test case development, UAT and acceptance testing. Successfully managed several high profile projects from Installations through production using my technical and project management skills. Managed resources, Technology, and timelines for smooth and successful implementation of major IVR and Call center projects.
• Expert knowledge of CVP 3.1 and integration with ICM 7.x using Cisco’s IP telephony environment. Good knowledge and understanding of Gatekeepers with H323, VXML Gateways, UCCE(Central Controller, AW and HDS, Webview, CUIS), Nuance, Media Servers. Certification in Cisco’s CVP 4.0; Gatekeepers, SIP Server, SIP Proxy Server, Voice Gateways, Nuance Speech and TTS technologies.
• Expert Knowledge and highly skilled in VUI design using standards and overarching principles of design. Experienced in working with business and Technical staff in designing VUI tailored to the business requirements and customer requirements.
• Extensive industry knowledge and design of IVR/Speech and Call Center Systems for financial, Healthcare, Transportation, Pharmaceutical, Retail, Insurance and Telecom sectors.
• Experience with speech-related industry standards and specifications such as: VoiceXML; Speech Recognition Grammar Specification (SRGS) and Semantic Interpretation; Speech Synthesis Markup Language (SSML); Media Resource Control Protocol (MRCP).
• Heavy experience with issues related to speech recognition systems: large vocabularies; dynamic grammars; natural language (NL) understanding; multilingual support; barge-in; DTMF; multiple interpretations and ambiguity; benchmarking; provisioning; tuning.
• Very Experienced in Cisco's UCCE 7.5/CVP environment, including designing the UCCE environment for contact centers, installing and configuring, Router, Logger, Admin Workstation, HDS, CM PG, VRU PG, CTIOS, CTI Server

TECHNICAL SKILLS

Speech technology knowledge: VoiceXML 2.0/2.1, SALT, ASR, NUANCE OSR, NUANCE OSI/NAR Tuning, RealSpeak Speechify, TTS, SSML, Tuning, Voice User Interface (VUI), SRGS and Nuance Grammars, IQTALK, Invision IDE, CISCO-CVP, Avaya IR, Avaya Dialog Designer VXML Architecture, Microsoft Speech Server, Application View, Control Center.

Telephony knowledge: IP Telephony, Gateways, Gatekeepers, Telephony configurations, Analog & Digital Cards, Dialogic DMV series, Brook Trout Tr1000, D4AMI, 4ESS, 5ESS, ISDN PRI, CAS. Genesys Framework, CISCO- ICM, Intel-CT Connect. Avaya G3, Nortel Symposium, Siemens HI-COM, DSC, Alcatel, Meridian.

Programming: Java, C, C++, Visual Basic, JavaScript/ECMAScript, HTML, XML, Assembly Language. Visual Studio2003, .NET framework 1.0.

Operating Systems: WINDOWS9X, WINDOWS2000/2003/NT/SERVER, WINDOWS XP.

Other: 3174 Terminal Emulation, VT100, TCP/IP Socket Interface, Burroughs’s TDI Poll Select, Microsoft SQL Server 2000, Oracle, ODBC, Web services, Tomcat, Webshpere.Java, J2EE

PROFESSIONAL EXPERIENCE

Confidential, Lewisville, Texas

Sr. Solution Architect

Responsibilities:

• Performed Analysis of DTMF & Speech application usage and resolution rates.
• Re-engineered IVR application for optimum performance and increase self service usage and caller experience.
• Used Dialog Designer for creating Self service and routing applications with Speech and TTS.
• Tuned IVR applications for better performance and increase call containment.
• Designed and Implemented major changes to the routing logic within the Dialog designer using SQL database and Webservice requests.
• Worked with various business Groups and IT to gather IVR and routing requirements and created call flows and Voice User Interfaces for VXML IVR applications.
• Re-designed and structured the IVR reporting to provide self service feedback measure caller goals and completion rates. and
• Implemented DTMF & Speech Grammars (.GRXML) for the self service and created Dynamic Menu Structure based on Caller profiles.
• Redesigned and implemented caller authentication for better authentication rates.
• Created LAB and DEV environment by splitting ports and using WebLM for licensing between the Production and development server. Dedicated Ports and Application server were used to test the applications before deploying in the production environment.
• Recommended the business to migrate from IR 1.3 to Voce Portal 5.x with Dialog Designer 5.1.
• Heavily involved in upgrading, the Avaya environment and migrating Dialog Designer applications from IR 1.3 environment to AVP 5.x environment
• Heavily involved in the planning and direction for the IVR strategy for business growth expected at 2X.

Confidential, Indianapolis, Indiana

Sr. Solution Architect

Responsibilities:

• Involved in major re-engineering of Sallie Mae’s IVR and Contact Center project
• Performed Analysis of Speech resolution and usage of speech application.
• Designed VUI for major enhancements to improve the performance of Speech and DTMF applications
• Tuned Speech and IVR applications for better performance and increase call containment.
• Increased speech resolution from 30% to over 80% by tuning Grammars, prompts and application call flows
• Implemented major changes to the ICM and CTI environments and applications and created several proto types to help business understand the re-engineering of the project.
• Created open ended speech menu for the callers to speak the option and tuned to 80% or better recognition accuracy.
• Re-designed and structured the IVR application resulted in less calls going to Agents
• Assisted developers with VUI, call flow, developing Speech applications with Invision
• Implemented Nuance’s US Address Grammars for demographic updates of Customer’s Phone and address changes. Tuned the application and configurations for higher resolutions. Upgraded the US Address Grammar database with latest version from Nuance.
• Designed ICM call flows and routing scripts, added and configured VRU PG's.
• Worked on Router, Logger, AW and HDS configurations and management
• Analyzed their ICM environment for optimization.
• Created test cases for Unit, SIT, Fail Over and UAT testing.
• Configured OSR, Speech applications and Grammar files for optimal performance and improved recognition
• Designed and Developed new Grammars for new Speech Applications.

Confidential, Columbus, Ohio

Project Lead / VUI Designer

Responsibilities:

• Lead Requirements gathering sessions with business, helped business understand Speech solution requirements, and differences between Touch Tone and Speech.
• Worked with call center and listened to the calls to understand caller interactions with agents to gather user requirements
• Worked with business to create high level call flows in Visio. Collected the feedback and suggested the recommendations
• Created a VUI design document in Nuance Word Format from the call flow. Worked very closely with business for Verbiage and made recommendations based on the user requirements.
• Created ICM and CVP interface document based on interaction and ICM reporting requirements.
• Created Backend Integration Document for using Tibco/Webservices and IBM Main Frame. Created Data elements document based on main Frame tables.
• Promoted industry standard best practices for VUI and Caller experience based on the retail industry standards
• Assisted developers with VUI, call flow, developing Speech applications with CVP.
• Created test cases for Unit, SIT, Fail Over and UAT testing. Created infrastructure and failover testing document.
• Installed CVP, Nuance OSR 3.1 and TTS. Configured CVP and Nuance SWMS server.
• Designed and Developed Grammars for Speech Application.

Confidential, California

Voice User Interface Designer

Responsibilities:

• Updated Visio call flows for Individual, Small Group and Large Group Line of Business to reflect the current environment. Added new flows and deleted obsolete flows and published to business for approval
• Single VUI for West Medical was split into Individual, Small Group and Large Group VUI’s with new naming conventions and format so that business can focus on the VUI’s by LOB.
• VUI’s were updated to match the Visio call flows
• VUI’s were updated to match the production IVR with the correct verbiage (audio), utterances, and application logic and business rules.
• Updated the CONV call flows to reflect the current environment.
• Updated/Created the FSA flow with new Prompts and business rules. Designed prompts similar to West Medical prompting style and got approved by business.
• Went through Senior VUI created by Nuance for possible issues.

Confidential, Dallas, Texas

Solutions Architect /Project Lead

Responsibilities:

• Conducted requirements gathering workshops with business for defining Speech Solution IVR and created requirements document. Created call flows using Visio for Touchtone and Speech Applications.
• Designed Voice User Interface (VUI) document, Defined Dialog Modules, Business rules, Event handling, prompt list, using the requirements definition and call flow.
• Created ICM and CVP interface document based on interaction and ICM reporting requirements.
• Created Backend Integration Document for using Oracle database through Web services.
• Assisted developers with VXML using Audium and helped integrating VXML with Java.
• Developed VXML Audium application using Audium Tool and Java.
• Created test cases for Sit and UAT testing. Created infrastructure and failover testing document.
• Installed CVP, Nuance OSR 3.1 and TTS. Configured CVP and Nuance SWMS server.
• Developed Grammars for Speech Application.

Confidential, Texas

Solutions Architect /Project Lead

Responsibilities:

• Involved in initial requirements gathering for the infrastructure to use Cisco CVP 3.1. Designed Time frames, Schedules, and Resource requirements for end-to-end solution.
• Worked with various teams in understanding Confidential ’s business and business requirements. Worked with Nuance, Confidential ’s Business Unit and Confidential ’s Real Time Services teams to gather information and created a requirements document.
• Created Voice User Interface document for Confidential from requirements documents. Defined Directed Dialog’s, Audio text, Events, business rules and developer notes with in the document
• Assisted HSCS with VXML development using Audium and helped integrating VXML with Java.
• Developed VXML Audium application using Audium Tool and Java.
• Heavily involved in creating test cases, created System performance test document, collected test data and performed SIT, Performance and UAT testing.
• Worked with Nuance on Recognition issues, Grammar changes and performance issues
• Involved in Tuning Speech Application, Grammars, tuning analysis and performed application tuning by applying modifications to Grammars and application. Used OSI 2.04 to perform Tuning.
• Supporting CMC team with CVP 3.1 platform on Application, grammar, Speech issues and advising customer with modifications and fine-tuning.

Confidential

Architect

Responsibilities:

• Management of the design, development, implementation and support of Interactive Voice Response (IVR) systems for various lines of business like Banking, Transportation, Health care using VoiceXML, SALT and Traditional Confidential platform.
• Heavily involved during VUI design phase. Helped business users in identifying Persona, Branding, Landmarks and creating business requirements. Worked with call center groups in understanding caller requirements and defining caller goals. Worked with business users in understanding and defining business goals. Worked with Business users to match their goals to caller goals so the VUI would be effective and justified for the business.
• Involved in the pre-sales technical assistance, scoping the project and lead the sales force to provide an optimal solution for the customers based on their current infrastructure. Responsible for project signoff after the design phase. Provide cost estimates for new projects and manage budget for the department.
• Supervise a staff of 7 developers and 5 support personnel and create standard procedures and processes for development and support. Help staff with technical issues during design and development. Responsible for Technical services, Project Management, and Training. Trained staff with Industry standard VoiceXML and SALT Technology and took upon some projects during heavy load. Supported my staff with their projects from design to production during emergencies.
• Developed several speech applications using Voice User Interface (VUI) design principles under Invision IDE/IQTALK platform, Industry Standard VXML and SALT speech technology platforms and environments. Attended several Speech Application Development Courses, Microsoft Speech Server Installation course, Microsoft Speech SDK, VoiceXML development courses.
• Expert knowledge in IVR reporting.
• Consistently test VoiceXML browsers across the industry like, Tellme, Bevocal, Hey Anita, and many more by creating sample applications and testing their extensions and compatibility with W3C’s VXML specifications 2.0 and 2.1. Create awareness among the staff with changes in Technologies and constantly assess their skills and provide opportunities to update their skills.
• Served as a member of Confidential product strategy team for product direction on several Confidential product suites like CTI, VoiceXML, SALT, Application View and Control Center. Assessed industry direction and promoted Confidential direction and strategy on these products. Created VoiceXML Discovery team and worked closely with R&D in developing the VoiceXML browser and validating the browser for conformance with W3c’s 2.0 Specifications.
• Heavily involved in the architecture and design of Application View product. Heavily involved in transitioning from vendor based Innerview product to home grown Application View product. Responsible for successful deployment of Application View product and lead the team for transitioning from Innerview to Application View product. Responsible for training and supporting clients on Application View.
• Worked heavily with customers on Control Center installation and support. Held primary responsibility for installing training and supporting customers with Control Center product.

Team Lead 

Confidential

Responsibilities:

• Worked as an ex patriot at Confidential in London England. Managed Company operations, Application Development and Support teams and aligned the staff strategically for European markets. Responsible for managing customer relationships and oversee project management and development efforts with Confidential clientele across Europe and Africa.
• Responsible for forming Application Development team, and provide necessary training with products, tools, skills and technology standards to deploy Applications across UK, Europe, Africa, and Turkey. Resolved major standards based issues on telephony boards and protocols for Analog and E1 lines. Established Confidential standards and procedures for project management and programming teams.
• Traveled across Europe, Africa, Turkey providing Confidential Resellers and customers with product Knowledge, assisting development efforts and managing crisis. Provided onsite development with staff where required. Worked with Siemens and several other resellers extensively on development and production support.