SUMMARY

• Over 7 years of IT experience with more than 7+ years of experience in Computer Telephony Integration (CTI) using Genesys Platform, Avaya, Aspect and around 4 years of experience as a Quality analyst.
• Worked in all phases of SDLC requirements, Design, Development and Testing providing excellent results.
• Specialized In the area of Genesys CTI Routing and Reporting, Interactive Voice Response(IVR)
• Expertise experience in Genesys Framework, Genesys Voice Portal 7(GVP), VUI Design using VoiceXML, Java Struts, Natural Language applications, Oracle, C, C++, VB.
• Proficient in design of complex contact center solutions, Genesys IP Contact Center, ACD, IVR, CTI, Call Recording, Call Accounting, reporting, VoIP, and Avaya CMS, Oracle and MS SQL databases. Genesys - Avaya IVR integration call flows/ routing, screen pops, architecture, design, capacity planning.
• Expertise in Lead and manage Genesys CTI product suite (CIM, WFM, Infomart) projects including IVR/Web/Multi-channel/PBX/ACD call routing and workflow management. Genesys call center Architecture and data structures GVP, Email, multimedia suite, Infomart, CCPulse.
• Expert in Customization and integration with call recording, call accounting, predictive dialing, IVR, ACD, Interaction Center, CMS/IQ management and reporting systems.
• Proficiency in analysis of speech systems requirements to transform them to voice user interface (VUI) design.
• Experience with Voice Application reporting (VAR).
• Experience in Monitoring servers, network performance and proactive in resolving potential problems.
• Proficient in support and maintain the development for call center server applications, including Genesys call routing and CTI, Softphone and IVR deployed.
• Strong object-oriented skills, networking, databases, communication protocols, system management, distributed systems, middleware, XML based scripting languages.
• Clear and thorough understanding of the issues from customer perspectives, and drive them through internal organizations to get them resolved.
• Possess good telecom expertise and excellent understanding of applicability and value add in software development.
• Proven ability to work as a team player as well as an individual. Proven record of working both small and big teams under stringent timing and ability to deliver the required results on time.
• Good analytical and problem solving skills. Ability to quickly adapt new environments and learn new technologies.

TECHNICAL SKILLS

Software&Telecom Applications: Genesys CTI (VOIP & TDM), Infomart, Call Concentrator, CC Pulse, CC Analyzer, Soft Phone Development, IVR, VoiceXML, ASR, URS, IRD, T-Server, SIP server, Jtapi T-Server, Stream Manager, Interaction Workspace, Universal Contact server (UCS), Interaction Server, Training Server, Stat Server, GSL, Speech Works, Voice Genie, Dialogic CT Connect, Call-Center Process, Component Design, Scan Soft, Nuance, Tell me, ACD, Multimodal, SALT, Natural and Directed Dialog Development, Avaya Dialog Designer, Avaya Voice Portal, Genesys Voice Portal, Genesys Interactive Routing Designer, Test Director, Visio, Microsoft Office suite, Microsoft Project, Genesys Workforce Management.

Programming Languages: C#.NET, C, C++, T-SQL, PL/SQL.

Java Technologies: Java, J2EE, JSP, Servlets, JDBC.

Web Technologies: JavaScript, XML, ASP.NET, CSS, HTML.

Web Services: XML, DOM, XSL, XSLT, SOAP, WSDL, UDDI.

Networking: TCP/IP, HTTP, FTP, SMTP, SIP, SDP, NMS Natural Access and Fusion.

VoIP technologies: SIP signaling, RTP streaming, and voice compression.

Tools: SAP Net weaver Developer Studio, Visual Studio, SQL Server Management Studio (SSMS)

PROFESSIONAL EXPERIENCE

Confidential, NY

Senior Genesys Lead

Responsibilities:

• Was extensively involved in Planning and analysis during the TDM to VOIP Migration
• Involved in creating design documents from the existing call flows.
• Involved in architecting and redesigning Genesys call flow and Genesys infrastructure
• Interacted with business usersin understanding the different business process for the various communities and risks they are facing with the current applications.
• Migrated Genesys Applications from 7.2 to 7.6 and 7.6 to 8.1
• Designed, Implemented and Developed Advanced Call Routing Algorithms during the Migration and Custom Reporting using CCPulse.
• Worked with multiple Genesys softphones like GAD, IW, and Genesys Test Phone.
• Participated in KA and KT sessions with Business Users and Genesys Developers to obtain User Requirements and transform the same to the Developers.
• Involved in redesigning the Genesys architecture for Call Flows
• Implemented Genesys MCR Components for the Agents to handle Email. Also introducing Chat (Ongoing)
• Provided in-depth technical knowledge and troubleshooting skills for both voice and data networks utilizing Genesys, Aspect Rockwell Spectrum technologies.
• Involved in Implementation and Configuration of T-server and ForceLink that provides real time and historical statistics data to Aspect eWFM.
• Involved in configuration of data exchange process between the Adapter by Genesys components, the telephony switch and SAP applications.
• Involved in Monitoring and managing the applications through SCI to ensure that the various system components are functioning correctly and within the desired operating parameters or agreed-upon capability levels.
• Involved in supporting CE custom developed Genesys Framework Clients: ForceLink, VAMSD, CENotification Service and Change Place Color.
• Managed a team of 3 onshore and a team of 7 offshore where in I had to distribute the work accordingly.

Environment: Genesys Framework (TDM & VOIP), Voice Routing, Universal Routing Strategies using IRD, CME,URS, CCPulse, SCI, CCAnalyser, StatServer, Genesys Voice Portal (GVP), Infomart, Datamart and Hyperion Reporting Tools, DMA, Genesys Studio, Oracle, Aspect Rockwell Spectrum, ICS, Aspect eWFM(e-Work Force Management), ForceLink, VAMSD(Wallboards), Change Place Color, CE-Notification Service, IVR Provisional Tool, Gplus Adapter integrated with SAP ICI CRM 7.

Confidential, SFO, CA

Senior Genesys Developer / Lead Genesys Developer

Responsibilities:

• Involved in collecting business requirements, and writing technical design document.
• Responsible for analyzing customer requirements, and evaluating technology options, developing strategies, and recommendations to Call Center customers.
• Involved in installation and maintenance of CTI Environment for voice and email routing.
• Designed & Built Basic infrastructure for Genesys framework and CTI support for call center.
• Created routing strategies, work flows, business process, and Custom KVP’s for routing.
• Was involved in design and Sign off Genesys Architecture for both TDM and VOIP Technologies.
• Responsible for Measure, monitor, and manage call performance and take appropriate actions based on the results.
• Responsible for Screen pops, multimedia support (email, chat) for call-center using Genesys Workforce management, In/Outbound calling, Configuration Manager, Skill based Routing, and reporting.
• Understanding the Java and J2EE architecture for Genesys components that are interfaced with Java applications.
• Administer CTI Applications.
• Worked on Genesys Voice Platform (GVP).
• Involved in Migrating Genesys from 7.0 to 7.5.
• 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+ and ICON.
• Involved in planning the strategies according to the requirements (i.e. agents, Geographic location, customers, and Time zones) for the project.
• Involved in Creating and testing routing strategies using IRD.
• Completed skills based routing applications using Genesys Interaction Router.

Environment: Genesys - Framework (TDM & VOIP), Voice and Media routing, Universal Routing Strategies using IRD, URS, CCPulse, CCAnalyser, 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, Java, J2EE, Java Script, Oracle, Scansoft, JSP, Apache/Tomcat, Servlets, Cisco Call Manager, Avaya, Oracle, XML, UML, GSL, Genesys Studio, Visio, Scansoft platform, OSR, SQL sever, T-Server, Call Concentrator, Siebel, Windows Server2003.

Confidential, Boston MA

Genesys Developer

Responsibilities:

• Worked with Genesys VOIP and TDM Platforms
• Built Custom Reports for Business using Infomart.
• Worked on Versions version of Softphone and there implementation with Genesys.
• Understanding the requirements and initial project scoping, Define architecture, identifying business requirements.
• Review business requirements, and validate against the architecture.
• Responsible for understanding the requirements and initial project scoping.
• Translated the business requirements into implementation requirements.
• Build Test cases for various scenarios.
• Developed routing strategies and setting up load balance between URS.
• The routing (intelligent routing) is based on the skill based routing defined for each of the group.
• Developed strategies, define architecture, and participate in solution definition.
• Successfully managed multiple priorities simultaneously while meeting aggressive time deadlines.
• Developed scripts to start and stop various services of Genesys framework
• Designed and documented high level functional requirements and low level design documents.
• Provided 24*7 production supports.

Environment: Genesys Customer Interaction Management Platform, Genesys WFM, Genesys - Framework(multi media), Voice and Media routing, Universal Routing Strategies using IRD, URS, CCPulse, CCAnalyser, StatServer, Genesys Voice Portal (GVP), Inbound, Outbound, T-Server, UCS, Email Server(ICS), StatServer, Call Concentrator, CME, SCI, DMA, ETL, GAD, IVR, VoiceXML.