SUMMARY

• Over 8 years of IT experience, involved in complete SDLC including analysis, design, development, testing, implementation & maintenance of application software.
• Over all 7+ years as Genesys developer under many platforms and libraries in all phases of large - scale software architecture, design, development and testing.
• Good knowledge of Genesys Framework, Genesys Outbound Solution, Witness, Genesys Voice Portal 7 (GVP), Interactive Voice Response (IVR), Info Mart and Genesys Agent Desktop (CTI/Softphone)
• Specialized in the area of Computer Telephony Integration (CTI), Universal Routing Server (URS), IRD, T-Server and Stat Server.
• Experience in Genesys Framework, Genesys Voice Portal (GVP), Interactive Voice Response (IVR).
• Experienced in using speech technologies like VXML to develop speech systems.
• Proficiency in analysis of speech systems requirements to transform them to a Voice user interface (VUI) design.
• Designed systems using different modes like mixed initiative mode and directed dialog mode.
• Good Experience in Nortel VOIP, Avaya and Aspect ACD environment.
• Worked with the design team to implement and test new applications and scripts in the ICM design and production environments.
• Involved in complete Software development life cycle, which includes client interaction, design, development, testing, implementation and support.
• Lead the CTI support team by guiding my peers to the proper troubleshooting paths and acted as the final level of support before involving the vendors.
• Communicated with various telecom vendors, service partners, and outsource providers for support of our call center infrastructure.
• Experienced in working on both Oracle and SQL Server databases
• Proficient working in Oracle 10g databases using SQL & PL/SQL (Stored Procedures, Functions, Packages and Triggers)
• Document data flow diagrams, Process flow, Business Impact and technical designs for reference and maintenance
• Extract, Transform and Load legacy data into Data warehouse and develop analytical SQL queries to generate reports using data in Data warehouse and Data marts
• Highly motivated, effective team player with strong analytical and excellent communication skills
• Experience in providing production support and provide critical and normal patches for technical and business related bugs

TECHNICAL SKILLS

Tools: SIP, VoiceXML, CTI, IVR, VoiceXML, ASR, URS, IRD, T-Server, Stat Server, GSL, SpeechworksCTI, Framework, Call Concentrator, CC Pulse, call center process, Component Design; C/S and Multi-Tier Computing; Web GUI design, Avaya, Nuance, Aspect, CCXML, ACD, ScanSoft SpeechWorks, Natural and directed dialog development

Databases: Oracle 11g/10g/, SQL Server 2005

Reporting Tools: Crystal Reports XI, Actuate 9, SQL Server

Other Utilities: Toad 10.1.1.8, PL/SQL Developer, Visual Source Safe, PVCS, CVS, HP Quality Center, Ascential Version Control, Starteam, Control-M

Operating Systems: Sun Solaris, Red hat Linux, UNIX and Windows NT

PROFESSIONAL EXPERIENCE

Confidential

CTI Engineer/Genesys Developer

Responsibilities:

• Administer CTI middleware and WFM Configuration components (Directory Numbers, Skillsets, Agent IDs).
• Screen pops, multimedia support (email, chat) for call-center using Genesys Workforce management, In/Outbound calling, DMA, Configuration Manager, Skill based Routing, and reporting.
• Involved in designing and implementing Softphone using Genesys Agent Desktop.
• Worked with T-Server and URS logs in troubleshooting the Strategies.
• Worked with Genesys Architect to gain knowledge in emphasizing Genesys reporting.
• Used CCPulse+, Call Concentrator and Infomart for real-time and historical reporting.
• Maintaining Genesys CTI product suite (CIM Framework, GVP, Routing)
• Involved in delivering projects using Genesys GVP components of version 7.x, 8.x (GQA, VCS, RM, MCP, IVR T Server, CTI Connector etc.)
• Have Call Center experience and understand overall Call Center concepts
• Exposure to Call Routing/Strategy Capabilities, CTI, and T-Server operations
• Experience in Nuance ASR and TTS Experience in working on Database
• Responsible for understanding the requirements and initial project scoping
• Translated the business requirements into implementation requirements
• Involved in creating the Technical System Design documents for the project
• Developed high level architecture diagrams and call flow designs
• Analyzed and documented IVR business rules for call routing and developed logical diagrams of the existing CTI routing scripts
• Administer CTI Applications
• Worked on Genesys Voice Platform (GVP)
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites
• Developed and implemented custom CCpulse+, CC Analyzer and Call Concentrator
• Involved in planning the strategies according to the requirements (i.e. agents, Geographic location, customers, and Time zones) for the project.
• Maintained and extended VXML for a voice application
• Completed skills based routing applications using Genesys Interaction Router
• Designed and developed Open Speech Recognition (OSR) and Speechify (TTS) applications using Genesys Voice Platform

Environment: Genesys FW 8.0/8.1, GVP 8.0/8.1, SIP, Genesys WFM, Nice, Nuance, Kazimir, Oracle 10g, SQL, PL/SQL, SQL*Loader, MS Access, TOAD, Java Script, UNIX, Windows XP/2000.

Confidential

CTI Engineer

Responsibilities:

• Developing IVR solutions using IVR technologies
• Genesys and call center applications specifically CTI, IVR, call routing and integration with PBX like Avaya / Cisco
• Strong experience in Genesys framework, Genesys Voice Portal (GVP), Genesys SIP Server, Genesys Administrator
• Involved in log reading and analysis of Genesys components
• Maintaining Genesys CTI product suite (CIM Framework, GVP, Routing)
• Involved in delivering projects using Genesys GVP components of version 7.x, 8.x (GQA, VCS, RM, MCP, IVR T Server, CTI Connector etc.)
• Have Call Center experience and understand overall Call Center concepts
• Exposure to Call Routing/Strategy Capabilities, CTI, and T-Server operations
• Experience in Nuance ASR and TTS Experience in working on Database
• Responsible for understanding the requirements and initial project scoping
• Translated the business requirements into implementation requirements
• Involved in creating the Technical System Design documents for the project
• Developed high level architecture diagrams and call flow designs
• Analyzed and documented IVR business rules for call routing and developed logical diagrams of the existing CTI routing scripts
• Administer CTI Applications
• Worked on Genesys Voice Platform (GVP)
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites
• Developed and implemented custom CCpulse+, CC Analyzer and Call Concentrator
• Involved in planning the strategies according to the requirements (i.e. agents, Geographic location, customers, and Time zones) for the project.
• Maintained and extended VXML for a voice application
• Completed skills based routing applications using Genesys Interaction Router
• Designed and developed Open Speech Recognition (OSR) and Speechify (TTS) applications using Genesys Voice Platform

Environment: Genesys FW 8.0/8.1, GVP 8.0/8.1, SIP, Genesys WFM, Nice, Nuance, Kazimir, Oracle 10g, SQL, PL/SQL, SQL*Loader, MS Access, TOAD, Java Script, UNIX, Windows XP/2000.

Confidential, Richmond,VA

CTI/IVR

Responsibilities:

• Involved in design reviews for call-flow and VUI
• Responsible for understanding the requirements and initial project scoping
• Translated the business requirements into implementation requirements
• Designed call routing architecture
• Implemented queue based routing architecture
• Developed strategies, defined the architecture and participated in solution definitions
• Involved in creating the Technical System Design documents for the project
• Developed high level architecture diagrams and call flow designs
• Designed and developed Open Speech Recognition (OSR) and Speechify (TTS) applications using Genesys Voice Platform.
• Developed VoiceXML applications using the QWCC platform
• Resolved the problem of viewing the Agent logs by the customers using VXML and Java Script
• Developed a custom application to read the logs from the UNIX servers using sftp protocol in J2EE
• Installed and upgraded various Genesys Components like TServer, Statserver, UR Server, Config Server, Outbound Server.
• Installed, configured and Integrated Genesys Gplus Adapter with Siebel.
• Developed strategies, defined the architecture and participated in solution definitions.
• Involved in Planning and designing routing strategies, Implemented Call flows using IRD
• Developed high level architecture diagrams and call flow designs.
• Used skills based and Service Level routing.
• Administer CTI middleware and WFM Configuration components (Directory Numbers, Skillsets, Agent IDs).
• Screen pops, multimedia support (email, chat) for call-center using Genesys Workforce management, In/Outbound calling, DMA, Configuration Manager, Skill based Routing, and reporting.
• Involved in designing and implementing Softphone using Genesys Agent Desktop.
• Worked with T-Server and URS logs in troubleshooting the Strategies.
• Worked with Genesys Architect to gain knowledge in emphasizing Genesys reporting.
• Used CCPulse+, Call Concentrator and Infomart for real-time and historical reporting.
• Queried backend Oracle database using SQL.

Environment: Genesys CTI, IVR, VXML, Oracle Database, SQL, XML, GSL, Genesys Studio, GVP, Genesys CTI, WFM, ASR, TTS, T-Server, Call Concentrator, CCpulse, CCAnalyzer

Confidential

CTI/IVR

Responsibilities:

• Installed Genesys 6.5 Internet Suite on Window 2000 Server
• Installed voice engines on the VCS box
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and reporting
• Developed and implemented custom CCPulse+, CC Analyzer and Call Concentrator.
• Involved in planning and designing routing strategies
• Completed skills based routing applications
• Integrated the Application to the Genesys CTI using VXML, TXML, and CCXML
• Used Microsoft Visual Source Safe 6.0 as source control
• Involved in designing the Relational database (Oracle Database)-
• Utilized ADO.NET for Oracle database interaction.
• Designed and developed Nuance ASR and Speechify TTS applications.
• Developed queuing and whisper applications using VXML on Nuance platform
• Developed greeting applications in the Genesys Studio.
• Developed VoiceXML applications using the QWCC platform.
• Involved in designing the Relational database (Oracle Database)
• Resolved the problem of viewing the agent logs by the customers using VXML and JavaScript
• Involved in designing applications using Open Speech dialog module
• Analyzed, designed and developed Relationship Pricing Model (RPM) application as part of 8-member project team using WSAD 5.1.2 IDE
• Developed VXML dialogs using Struts Action classes and JSP/servlets
• Implemented JSP pages with Struts Tiles to facilitate VUI component reuse. Also coded using JSTL, Struts based HTML, Logic and Bean tags to encapsulate server side functionality
• Worked with Business Analysts to create VUI design documents
• Coded client side validations in ECMAScript when caller provides DTMF or Voice inputs

Environment: CTI, IVR, VXML, URS, IRD, Java, J2EE, JavaScript, Oracle, Nuance, JSP, Apache/Tomcat, Servlets, Oracle, XML, UML, GSL, Genesys Studio, Genesys Voice Platform, Visio, QWCC platform, ASR, TTS, T-Server, Call Concentrator, CCPulse+, CC Analyzer, Stat Server, Web Services

Confidential, Bloomington MN

CTI/IVR

Responsibilities:

• Worked as Genesys CTI engineer involved in the creation of call center reports by utilizing
• Genesys CC Analyzer and Genesys CC Pulse.
• Involved in the formulating expressions for computing different reporting parameters like call volume on route points, Agent Average call handling time etc..
• Utilized TOAD database tool for querying the Oracle 9i database.
• Installed and configured Genesys Configuration Manager, Stat Server, T-Server, CC Analyzer and CC Pulse to retrieve the call center reports.
• Wrote both inline and external GRXML/GSL grammars. Validated grammars using parse-tool
• Added performance tuning parameters in JSP/VXML code after analyzing caller population responses and input confidence levels for various dialogs
• Compiled test case documents for all dialog states that the IVR application maintains. Test cases were utilized by QA teams for testing
• Developed reports generating components using Java and iText. Used iText to programmatically design reports & meet complex reporting requirements like dynamic data printing
• Compiled and tested SQL statements in Oracle and implemented them in back end Java code.

Environment: CTI, IVR, VXML, URS, IRD, Java, J2EE, JavaScript, Oracle, Nuance, JSP, Apache/Tomcat, Servlets, Oracle, XML, UML, GSL, Genesys Studio, Genesys Voice Platform, Visio, QWCC platform, ASR, TTS, T-Server, Call Concentrator, CCPulse+, CC Analyzer, Stat Server, Web Services

Confidential

Genesys Developer

Responsibilities:

• Collect business requirements, JAD sessions, and writing technical design document.
• Analyzing customer requirements, and evaluating technology options, developing strategies, and recommendations to Call Center customers
• Setup, installation and maintenance of CTI Environment for voice and email routing.
• Created general infrastructure for Genesys framework and CTI support for call center
• Involved in writing routing strategies and setting up Genesys URS. The routing (intelligent routing) is based on the skill based routing defined for each of the group. Also involved in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN, Route points, group agents/places.
• Created routing strategies, work flows, business process, KV pairs for routing.
• Integrated Siebel Call center application with Genesys softphone and CTI features using Siebel Genesys GPlus adaptors.
• Measure, monitor, and manage ACD performance and take appropriate actions based on the results.
• Screen pops, multimedia support (email, chat) for call-center using Genesys Workforce management, In/Outbound calling, DMA, Configuration Manager, Skill based Routing, and reporting.
• Implementation of Agent Desktop Screen pops.
• Administer CTI middleware and WFM Configuration components (Directory Numbers, Skillsets, Agent IDs)
• Administer CTI Applications
• Worked on Genesys Voice Platform (GVP)
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites
• Developed and implemented custom CC pulse+, CC Analyzer and Call Concentrator
• Involved in Planning the strategies according to the requirements (i.e. agents, Geographic location, customers, Time zones) for the project
• Involved in Creating and Testing routing strategies using IRD(GUI)
• Completed skills based routing applications using Genesys Interaction Router

Environment: Genesys - Framework(multi media), Voice and Media routing, Universal Routing Strategies using IRD, URS, CCPulse, CCAnalyzer, Statserver, Genesys Voice Portal (GVP), Inbound, Outbound, T-Server, IXN-Server, UCS, Email Server Java, StatServer, Call Concentrator, CME, SCI, DMA, ETL, GAD, IVR, VoiceXML, Oracle, Apache/Tomcat, Aspect, Oracle, XML, UML, GSL, Genesys Studio, Visio, Scansoft platform, OSR, SQL sever, T-Server, Call Concentrator, Siebel, Windows Server2003.