SUMMARY

• 4 + years of experience in implementing Call Center Technologies
• Experience implementing Computer telephony Integration (CTI) systems - Genesys framework 7.x, 8.x and Cisco CVP
• Specialized in the area of Universal Routing Server (URS), T-Server, and Stat Server.
• Experience in developing VXML based IVR applications utilizing latest in speech technologies.
• Experience with CTI reporting components like Call Center Analyzer (CCA) historical reporting, CCPulse real time reporting, Infomart and Datamart
• Extensive experience in Interaction Routing Designer (IRD), Configuration Manager (CME), WFM Configuration Utility, Solution Control Interface (SCI).
• Good Experience in Setup, installation and maintenance of CTI Platform
• Experience with integrating third party tools such as Workforce Management (WFM), Virtual Hold (VH) with Genesys.
• Worked on Windows, Linux and Solaris platforms.
• Working Experience in Nortel VOIP, Avaya and Aspect ACD environment.
• Worked on Oracle 9i/10g and SQLServer2005/2008 databases.
• Worked as a production support member in dealing with Routing and Reporting issues.
• Good team worker with excellent communication skills
• Written and presentation skills with the ability to adapt to new technologies and environments faster

TECHNICAL SKILLS

Operating Systems: UNIX, Windows XP, Linux

Databases: Oracle, MS Access, SQL Server 2008/2012

Languages: C, C++, C#, Java, EJB, JSP, SQL, Shell Script, XML

CTI, Telecom & IVR Technologies: CTI Framework, Composer, Call Concentrator, CC Pulse, CC Analyzer, Soft Phone Development, T-Server, GVP, Stat Server, TeleraXML, Nuance, ScansoftSession Initiation Protocol (SIP), VoiceXML, Service Location Protocol (SLP),CTI, IVR, VoiceXML, ASR, URS, DB Server, T-Server, Configuration Server, Stat Server, GSL, IRD, CME, CCPulse, DMA, Siebel CTI, Speechworks, Dialogic CT Connect, Call Center Process, Component Design; Web GUI design, Avaya, Nuance, Aspect,, Natural and directed dialog development.

Networking Technologies: TCP/IP, HTTP, FTP, SMTP, SIP, SDP, VOIP, NMS Natural Access and Fusion APIs, Genesys CTI.

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

Tools: & Utilities: Toad, SQL Developer, SQL 8Loader

PROFESSIONAL EXPERIENCE

Confidential, NY

Product Development Software Engineer

Responsibilities:

• Migrated existing Aspect call flows to Cisco environment.
• Created Call flows from existing Aspect applications using Microsoft Visio.
• Developed IVR applications using Cisco Call Studio in CVP.
• Created Custom Action Elements and Custom Decision Elements extending the base class configuration using Java API.
• Integrated Maven build plugins into the call studio and used extensively in developing a java project for building jar library.
• Developed a single large IVR application which implements “dnis” based dynamic call flow using Json.
• Built Databases in SQL for database oriented dynamic call flow functionality.
• Created GrammerXML files for developing speech supported IVR applications using Nuance speech engine.
• Have developed and deployed all the applications into a clustered server environment.
• Knowledge in developing ICM scripts using ICM script editor.
• Reviewed Activity logs and Error logs to sort out the cause of failure in CVP and overcoming any system failure prompts.
• Knowledge in zipped version as well as folder version deployment in the VXML server.
• Tested the call routing using finesse Call manager.
• Created Custom Elements to get the dynamic menu options, to retrieve the hours of business, get the dynamic TTS prompts stored in Database, elements to cause exceptions etc.

Environment: CVP Call Studio, ICM Script Editor, Java, J2EE, TFS, Sql Server 2012, Visio, VXML, Tomcat, Finesse.

Confidential - Charlotte, NC

Genesys Developer

Responsibilities:

• Setup, installation and maintenance of CTI.
• Developed IVR Call flow applications using Genesys Composer 8.1
• 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.
• Measure, monitor, and manage ACD performance and take appropriate actions based on the results.
• Complete end to end reporting using Infomart. Created database queries, customized, deployed and maintained the application for the business end client reports.
• Screen pops, multimedia support for Genesys Inbound & Outbound Call center
• Worked on Skill based Routing, and reporting.
• Worked on CME to create list objects in Transactions folder depending on the Strategy requirements.
• Working experience with Virtual Hold in getting call backs and scheduling Appointments.
• Implementation of Genesys Agent Desktop Screen pops.
• Provide backup PBX and Voicemail administration.
• Understanding the Java and J2EE architecture for Genesys components that are interfaced with Java applications.
• Provide day-to-day support of IVR applications and make enhancements.
• Worked as a Production support member and supported Call Centers on on-call basis.
• 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 Creating, Testing and importing routing strategies using IRD (GUI) from ST Environment to Production Environment.
• Worked on skills based routing Strategies using Genesys Interaction Routing Designer (IRD).
• Perform quality testing making sure that the Call Center IVR, CTI, ACD, reporting Systems and Carrier Services are working as expected.
• Configured and implemented the outbound calling when the wait times are longer than the threshold hold times/predictive calling.
• Analyzing customer requirements, and evaluating technology options, developing strategies, and recommendations to Call Center customers.

Environment: CTI, IVR, VXML, URS, IRD 8.x, Aspect Route Administrator 3.2.0, Java, J2EE, Java Script, Oracle, XML, UML, Genesys Studio, Visio, ASR, T-Server, Siebel CTI, Virtual Hold.

Confidential

Jr .Genesys Developer

Responsibilities:

• Involved in design reviews for call-flows.
• Responsible for understanding the requirements.
• Translated the business requirements into implementation requirements.
• Was involved in both Inbound and Outbound dialing.
• Worked with Call Progress Detection server, Dialogic Cards and Outbound Contact Manager.
• Developed strategies 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.
• Implemented Call flow using IRD.
• Implemented CME driven, Database driven routing strategies.
• Worked with SCI in starting and stopping the servers and implemented the Alarm conditions.
• Used Skill Based Routing and Service Level routing.
• Worked with T-Server and URS logs in troubleshooting the Agent Problems.
• Generated CCPulse Real-time reports from Stat Server.
• Worked with Data Sourcer, CCAnalyser, Brio for reporting
• History Reports are generated using Call Concentrator.
• Integrated the Genesys Outbound and Inbound using G Plus adapter with Siebel.
• Worked with G Plus Campaign Synchronization.
• Supported the Call Center Message Boards using Center Stats Data Collector Service and Genesys Interface Server.
• Supported the Blue Pumpkin Integration with Genesys

Environment: IRD 6.5, CME, CC Pulse, T-Server, Universal Routing Server, Stat Servers, Solution Control Interface, IVR Server, DB Sever, Config Server, GVP, Genesys Studio, UNIX, Kazimir, Soft phone, Brio, CC Analyzer, Data Sourcer, ETL,Intel Dialogic Cards, GPlus Adapter for Siebel, BPI, Data mart, Genesys Interface Server, Siemens HiPath 4K

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.
• Understanding the Java and J2EE architecture for Genesys components that are interfaced with Java applications.
• 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, CCPulse, CCAnalyzer, Genesys Voice Portal (GVP), Inbound, Outbound, T-Server, IXN-Server, UCS, Email Server Java, Stat Server, Call Concentrator, CME, SCI, DMA, ETL, GAD, IVR, VoiceXML, Java, J2EE, Java Script, Oracle, JSP, Apache/Tomcat, Servlets, Cisco Call Manager, Aspect, Oracle, XML, UML, GSL, Genesys Studio, Visio, Nuance platform, OSR, SQL server, T-Server, Call Concentrator, Siebel, Windows Server2003