PROFESSIONAL SUMMARY:

• Influencer technology leader with having rich 10+ years of experience in Contact Center Building, IVR Programming, Telephony Solutioning and establishing their Java Web Services Integrations to the outer world - All are especially in Call/Contact Center domain, which I have implemented for many giant corporations, government & tax agencies and telecom/banking industries in my on-site (Singapore, Malaysia, Bangkok, India) tenure. I believe, I am a real can-do person & a passionate team leader who has strong experience of process design & business analysis and has extensive track record of effectively designing, scaling & implementing architectural IVR solutions & other telephony technologies. Excellent in achieving throughout SLA, driving team performance and delivering results in a challenging/complex/mission-critical work environment.
• I am also capable of handling daily Call Center operations while maintaining & enhancing its features and providing end to end business support. I am also keen on researching/counseling the latest IVR practices/experiences/strategies to evaluate/satisfy guests/customers with improved service delivery by working closely with the stakeholders.
• Confident, articulate, and professional speaking abilities (and experience)
• Speaking in public, to groups, or via electronic media
• Excellent presentation and negotiation skills
• Empathic listener and persuasive speaker
• Writing creative or factual
• Also, believing that I am gaining progressive & good communication skills through my Toast Master Club
• Gained good comm skill through time to time guidance to teams to ensure effective communication and of objectives
• Gained effective project management skills through my proactive leadership in full systems life cycle management

TECHNICAL SKILLS:

Routing/Call Control/CTI Skills: ICM Scripting (PQ & UQ), Cisco Finesse & Context Services JS, UCCE CM/Admin portal

Project Management Skills: Incident management, problem management, change management, service delivery management

Web Technologies: Web Services Development, RESTful, JAX-WS, JAX-RPC, SOAP, JMS for MQ Queues, Servlet, JSP, JSON, XML, HTML

Open Programming: Certified Java API/Core Programmer J2EE 1.6, Voice-XML 2.0, GRSML & CCXML, RPA Bots using UiPath Tool

Scripting Languages: BAT files, Wrapper & Crone job creation

Database & Web Servers: Oracle10G, MS-SQL 2014, Axis2, IBM EAI (MQ), IBM WAS Apps Server, Tomcat 9.0

PROFESSIONAL EXPERIENCE:

Principal Specialist

Confidential

Responsibilities:

• Led advance/dynamic VXML/IVR/ICM developments and accelerated its Web Services Integrations to 3rd party systems - Telephony CTI, Oracle/Salesforce CRM and Secure vendors
• Self-explored and applied 8+ Cisco measured features successfully, like Curtsy Callbacks CCB/VCB, Precision queuing PQ, Universal queuing UQ, Post call surveys PCS, Context services & Finesses API's, CLID masking, Temp. IVR hand-off & many
• Developed overall 40+ RESTful/JSON, SOAP/WSDL Web Services Interfaces for IVR to 3rd party systems, like Databases/CRM/SFDC/VIP/Auth/AD/Payment gateways/etc.
• Implemented Omni channel-based Media (Case/Email/Chat) Routing for Agents
• Worked collaboratively with onsite colleagues and global business partners & technology heads in building multi-tier IVR projects, monitoring tools & handy STUBS
• Achieved architecture excellence and facilitated 80% design/code revamps to minimize error impacts & smoothen IVR operations
• Encouraged all project tracking through SLACK/Agile/JIRA/Scrum methodologies and multiply delivery by 50%
• Stimulated high-end customer experience, introduced minimal cost & time-saving processes, and achieved throughout IVR systems operational excellence
• Reinforced many contact center rigorous tasks into automated RPA/Bots/Processes
• Influenced reusable custom elements/functions, plug-ins & stubs, and mentored/educated teams’ through LLD/HLD/Checklist/Documents
• Educated team to do CTI/Finesse/NICE-Recorder gadgets & integration's customizations
• Demonstrated several working concepts, unleashed innovations and rehabilitated them on business cases/requirements
• Expertise in building standard & customized CUIC reports. Also introduced other than Cisco report i.e. Newly introduced cradle to grave end-to-end complete call detail report.
• Assessed several technologies transformation projects and participated in their every SDLC life cycle stages like analyzing/architecture/designing/till the implementation.

Core/Traditional/Open-source IVR: Tech Lead Development

Confidential

Responsibilities:

• Oversee vendors and internal team application code review & migration
• Developed multiple IVR call flows using core VXML/Java Script/JDBC/XML/J2EE programming
• Performed Traditional H-IVR systems developments, integration's and operations
• Moderated on speech recognition IVR systems in an open-architecture - with Nuance motherboard
• Facilitated AGILE/SCRUM collaboration with stakeholders
• Supported pre-sales & project bidding information with the Sales team
• Provided leadership in full systems life cycle management

Sr. Application Developer

Confidential

Responsibilities:

• Built & authored advanced IVR systems in every aspect of industries like Banking, Government, Telecom all in my on-site (Singapore, Malaysia, Bangkok) experiences
• Implemented several 3rd party system integration's like, Payment gateways, Right Fax Machines, IPCC, VAS & SMS provisioning
• Work with various global clients to setup standards that enables business improvements by implementing effective technological solutions
• Demonstrated self as a Technology Transformer and documented each projects BRS, HLD, LLD notes behind all deployments
• Provided Cross-functional team collaborations skills and achieved multi-tier developments
• Coordinated CTI/Finesse customization’s
• Handled crucial govt/bank projects with influencing high PCI-DSS securities standards
• Assessed several features, like PCS survey, CCB/VCB, CUIC standard as well as CUSTOM Reporting

Application Developer

Confidential

Responsibilities:

• Advised clients on SOA fundamentals for large/complex CVP projects
• Increased self-serviced % by making IVRs more robust & flexible
• Implemented JMS/EJB (Java beans) for asynchronous-communications
• Integrated 3rd party systems with IVR, like CRM, VAS subscriptions, 3G, MNP, DND, SMS servers
• Developed web services from scratch, like JAX-WS, SOAP, RMI calls
• Evaluated Cisco ICM script, UCCE/UCCX customization’s & handled operations
• Coordinated CUCM/Call manager, ACD routing/admin configurations

IVR Operations/Executive

Confidential

Responsibilities:

• GVP IVR administrating/maintaining
• Creating GVP CRBT outbound campaign
• Developing J2EE, GVP composer, IRD based call-flow scripts