SUMMARY

• Over 7 years of Information Technology experience in IVR and Software Testing.
• Complete and in - depth command on IVR Architecture, End-to-End knowledge of SDLC and STLC.
• Experience in analyzing Business Requirements, Functional, Technical Specifications and VUI design.
• Experienced in testing VRU/CTI, Web systems and Client/Server based commercial applications
• Extensive experience in implementing IVR Developer, Genesys / CTI Methodologies, Test Plans, Test cases, Test Scenarios and Test Deliverables for various applications to ensure proper business compliance.
• Good understanding of the Architecture of a Spoken Language System.
• Extensive experience in performing testing throughout the IVR SDLC Module like UAT, WOZ testing.
• Extensively ran IVR tests to make sure that the implementation follows the design specification, to validate that the system meets basic usability goals.
• Used Speaker Verification Technology to verify that the caller is the person he or she claims to be.
• Experience in Hammer Callmaster testing tool.
• Experience in writing SQL Queries to extract data for testing IVR applications.
• Quick learner, adaptable and flexible to the ever-changing technology.

TECHNICAL SKILLS

Programming Languages: Java, SQL, PL/SQL, C, VB 4.0, HTML5, XML, JavaScript, DHTML, and CSS

Java Technologies: Java (core API), JavaBeans, JSP, Servlet, JDBC, RMI, J2EE JNDI, JTA, EJB JMS, JUnit, PHP)

Web Frameworks: Spring 3.0, Struts 1.1/1.2, JSF/ADF, Ajax, Web 2.0

ORM Framework: Hibernate 4.0

GUI: Angular JS, Java Swing, AWT

Application Servers/ Middleware: BEA Web Logic 8.1, IBM Web Sphere 8.5, Apache Tomcat 5.5, JBoss, JRun, Oracle Application Server 10.3.1

IDE Tools: Eclipse 3.3, WSAD, Visual Age for Java v3.5, Net beans 4.

Design tools: Rational Rose for UML, Visio

Databases: Windows 7/Vista/XP/2000/NT/98/95, Red Hat Linux, UNIX.

Version Control: VSS, PVCS, CVS, GIT

Build Tools: Ant, Maven

Testing tools: Mercury Test Director, Quality Center, Win Runner

Operating Systems: Windows Vista, XP, UNIX, Red hat Linux 4.0, Windows 2000, Windows NT

PROFESSIONAL EXPERIENCE

Confidential, Minneapolis MN

IVR/J2EE Developer

Responsibilities:

• Created Call flow diagrams for IVR applications using VISIO.
• Performed Speech Tuning by analyzing the caller’s responses and also by reviewing the IVR CALL logs.
• Used STRUTS frame work in designing the IVR application.
• Wrote JAVA Servlets that generates dynamic VXML.
• Worked closely with customer in building Speechworks grammar (SRGS) and SSML that define the vocabulary for the speech recognizer.
• Wrote ECMA Script for validation on client side and created JSPs to provide interaction between IVR applications and back-end server. Also used ECMAScript inside JSPs to do computations such as confidence level checks etc.
• Parsed the Pop Gateway Logs and Genesys CTI logs.
• Played a significant role in design and development of the VUI.
• Developed IVR Java classes using STRUTS frame work which in turn interface with EJBs.
• Received the CTI values from the Tserver and parsed the XML into Java objects.
• Collected the caller information through DTMF and SPEECH technologies.
• Utilized confidence levels and based on that played conformational messages to the caller.
• Applied and implemented Nbest techniques for dialogue states.
• Responsible for developing test cases and unit testing.
• Used TOAD to connect to the databases to gather data for the test cases.
• Escalated the issues to the development team for resolutions.
• Provided QA training for the offshore staff.
• Performed user acceptance testing by preparing test cases and test strategies with developers.
• Performed manual front-end testing to check all functionalities of different modules.
• Worked with Development Engineers to diagnose and isolate defects.
• Written and executed Test scripts to verify the test cases using QTP.
• Actively participated in enhancement meetings focused on making the application more effective.
• Documented defects determined their nature and assigned severity and priority of defects identified whiletesting.
• Performed Defect Tracking and Change Control Procedures using Quality Center.
• Involved in the peek review of Test Plans, Test Cases with the QA team to verify implementation of new features and enhancements.

Confidential, Charlotte NC

IVR/J2EE Developer

Responsibilities:

• Developed IVR Call Flow diagrams.
• Interacted with the business users, business analysts during the VUI design phases to better understand the scope of the project and provided technical discoveries if found any.
• Estimated the time lines based on VUI and FRD and DDS (Dialog Design Specification).
• Coded the VXML using VO (Voice Objects) tool.
• Used different Voice Objects such as INPUT, MENU, CONNECTOR, TRANSFER, LOGIC, and SEQUENCE to name few other objects.
• SQL queries are made for the database interactions.
• Coded the Action classes to retrieve the back end data that comes from Web services.
• Utilized Struts frame work in generating the J2EE components for the IVR services.
• Ran the ANT scripts and deployed the application on the server.
• Send and received the attached data from CTI.
• Reviewed the Genesys Logs URS, Iserver, Tserver, Popgateway, and OSR .
• Generated the unit test cases and tested against both Voice applications as well Junit.
• Documented the Unit test results and published in the Share point for further review.
• Used SOAPUI to connect to web services.
• Wrote both in-line grammar and external grammars and validated using Parse tool.
• Involved in SIT (System Integration Testing) and UAT (User Acceptance Testing).
• Worked with the Linux environment and resolved issues within the environment.
• Analyzed the TserverLogs, Iserver Logs, NortelMPS Voice browser logs in trouble shooting the issues during the development time as well production support time.

Environment: JAVA, VXML, XML/XSL, SQL, Genesys, Iserver, Tserver, Siebel, Avaya PBX, Siebel CRM, Quality center, Win runner.

Confidential, Norwalk, CT

IVR/J2EE Developer

Responsibilities:

• Involved in the analysis, design, and development and testing phases of application using SCRUM AGILE methodology.
• Created Call flow diagrams for IVR applications.
• Involved in maintenance and enhancement of applications.
• Involved in developing VXML scripts and testing them.
• Developed both Static and Dynamic VXML pages using JAVA/J2EE components.
• Worked closely with the QA team on testing certain modules for the application.
• Worked on both English and Spanish versions of IVR applications.
• Installed and Configured the CTI environment for Voice applications.
• Wrote ECMAScript for validation on client side and created JSPs to provide interaction between IVR applications and back-end server.
• Used ECMAS script inside JSPs to do computations such as confidence level checks etc.
• Developed IVR Java classes using STRUTS frame work which in turn interface with EJBs.
• Created voice applications using GVP-VPM and pointed the application URLS against local box and tested the call flows.
• Developed both DTMF & Speech oriented IVR applications.
• Used Blind TRANSFER to transfer the IVR calls to the GVP.
• Received the CTI values from the Tserver and parsed the XML into Java objects.
• Developed the DAO layer for the application using Spring Hibernate Template support.
• Implemented Transactions using Spring framework.
• Reviewed NUANCE ORS Logs, PopGateway, Tserver, Iserver logs in troubleshooting when GVP does not answer the calls.
• Wrote both inline and external GRXML grammars. Validated grammars using parse-tool.
• Developed routing strategies to route the interaction to skilled agent groups. Used skills, virtual queues, Agent Groups, Interaction data, Subroutines etc.
• Extremely used plain JavaScript and JQuery JavaScript Library to do the client side validations.
• Used Spring MVC and Web Flow to bind web parameters to business logic.
• Have worked on Oracle 10g data base for storing and retrieving the application data.
• Added performance tuning parameters in JSP/VXML code after analyzing caller population responses and input confidence levels for various dialogs.
• Involved in code review and deployment of the application on development, testing of production servers.

Environment: JDK, Servlets, JSP, Spring AOP, Spring IOC, Spring ORM, Spring MVC, Hibernate, DAO, DTO, XML, JDBC, Transactions, JavaScript, JQuery, VXML, IVR, Genesys, Nuance, JSON, Web Logic Application Server, SOAP, WSDL, JMS, Eclipse, Oracle, CVS, JUnit, log4j.

Confidential, Chester, VA

IVR/J2EE Developer

Responsibilities:

• Worked on Genesys Voice Platform (GVP).
• Created Call flow diagrams for IVR applications.
• Configured GVP (Genesys Voice Platform) VPM Application for local box.
• Utilized Nuance Framework’s Dialog, Audio, Log modules in developing the IVR application.
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies.
• Created external GRXML grammar files for the IVR application.
• Used Parse tool to test the grammar files.
• Understanding the Java and J2EE architecture for Genesys components that are interfaced with Java applications.
• Used Java Servlets and JSPs to generate VXML code dynamically.
• Reviewed Tserver logs, Genesys Pop Gateway logs, and Application logs in identifying the issues/problems.
• Performed Speech Tuning by analyzing the caller’s responses and also by reviewing the IVR CALL logs.
• Queried the Genesys frame work to get the EWT, after hours, Reentry and other attributes and coded in the IVR application.
• Supported as an ON CALL for the QA, Pre-Prod, and Prod IVR systems.
• Facilitated meetings among IVR development, business, QA, UAT to make sure everyone are on the same page regarding the VUI spec.
• Developed Session Beans to business and data process.
• Used Java Beans to handle the form data.
• Used JDBC, Stored Procedures and Prepared Statements to retrieve data from Oracle database.
• Involved in trouble shooting issues whenever call doesn’t answer and/or customer reports any problems during their call.
• Resetting the GVP ports when calls are not being answered by GVP.

Environment: VXML, Java, J2EE, Nuance, SoapUI, Quality Center, Oracle, Java.

Confidential

Java/J2EE Developer

Responsibilities:

• Involved in the Design, Development and Testing stages.
• Analyzed the existing functionality, and enhanced the loans applicationto support the new client Confidential Money.
• Preparation of Functional Specification Document with uses cases representing the requirement.
• Prepared the TDS (Technical design specification) for each process, designing sequence diagrams and class diagrams using UML/ Rational Rose.
• Developed user interface modules using JSP/HTML/JavaScript using the MVC struts1.2
• Design and implementation of API (Mainframe/ AS400) Simulator to simulate API interface for development and test environment using JMS, MQSeries.
• Creation of Stored procedures and triggers in Oracle 9i, PL/SQL generate reports.
• Packaged and deployed application on WebSphere Application Server and automated building process.
• Wrote ANT scripts to build JAR, WAR and EAR files
• Implemented framework classes to convert report data to be saved in Adobe Acrobat 7.0 documents format.

Environment: Java, J2EE, Struts, JSP, JavaScript, HTML, XML, Oracle 9i, WebSphere Application server, RAD, JMS, MQ Series, Ant, Rational Rose, UML, Adobe Acrobat Professional.