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Implementation & Support Engineer Resume

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Charlotte, NC

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OBJECTIVES

  • Seeking a position to utilize my skills and abilities in the field of Engineering that offers professional growth and provides continuous learning experience while being resourceful, innovative and flexible to use my potentials to the maximum.

TECHNICAL SKILLS

Operating Systems: Windows server 2003, 2008, Solaris 10, Linux.

Programming Languages: VXML, JAVA, JSP, and Servlets.

Database Management System: Oracle 10g, MS SQL server 2005/2008

Application Software: NICE call recording - NICE perform 3.5, NICE Interaction Management 4.1, IEX workforce management, Voice XML AVAYA MPS Developer software.

PROFESSIONAL EXPERIENCE

Implementation & Support Engineer

Confidential - Charlotte, NC

Responsibilities:

  • Implementation and support for NICE call recording and IEX WFM solution in contact center area with overall capacity of 20000+ agents.
  • Enable and support end-to-end multimedia encryption for recorded interactions and renew certificate time to time.
  • Daily health check and monitoring on Call archival, DB jobs, call recording.
  • Implemented internal tools to automate application monitoring.
  • Troubleshooting/root cause identification/resolution for Call recording/Archival/Playback related issues.
  • Troubleshooting integration related issues with Avaya AES, Genesys CTI, and Aspect Call Center.
  • Troubleshooting desktop related issues for NICE call recording/IEX WFM application.
  • Hotfix install/Update pack installation and post installation support.
  • Set up Interaction Analytics and support on indexing, transcription, Monitoring/Discovery Category related issues.
  • Integration of NICE call recording with coaching performance tool.

IVR Developer

Confidential

Responsibilities:

  • Development and support IVR Application using Avaya MPS Developer.
  • Production bug fixes, Unit testing and post production validation.
  • Analyze Customer reported issues and issue identification.
  • Migration of IVR application from legacy platform to VXML Platform.

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