Production Support Resume

PROFESSIONAL EXPERIENCE:

Currently employed at Cognizant, USA as Project Manager client location for Avaya EP, Avaya Orchestration Designer, Avaya Softphone for screenpop, Avaya PBX, Avaya CMS Supervisor, Verint, MSSQL, Oracle based self - service technologies from Jul 2013 till now.
Employed at Cognizant, USA as Senior Associate for Avaya, Genesys Routing, Genesys Framework based self-service technologies from Aug 2010 till Jul 2013.
Employed at Cognizant, Bangalore as Senior Associate for Avaya based self-service technologies from Dec 2008 till Aug 2010.
Employed at Capgemini, Bangalore as Senior Consultant working in IVR, CTI projects with Cisco
IPCC, Call Manager, Genesys and Edify IVR from Aug 2007 till Dec 2008.
Employed at Unified Technologies, Bangalore as Senior Software engineer working in IVR, CTI projects with VoiceXML, Nuance, Envox and Java VoiceXML, Envox, Nuance, Eclipse environments from Apr 2007 till Aug 2007.
Employed at (GE Capital) Genpact, Hyderabad in IT Services as Network Support Specialist involved in Avaya IVR developer applications, VoiceXML development from May 2006 till Apr 2007.
Employed at Serviont Global Solutions Limited, Chennai as Software Engineer with experience in design, development, documentation, testing and implementation of IVR/CTI and CRM software solutions and experience in Oracle, MSSQL Server, PL/SQL and Visual Basic from .

PROFESSIONAL EXPERIENCE

Confidential, USA

Responsibilities:

This project comprises of Contact center systems in for customers of Confidential .
The customer calls Wellpoint Toll-free Numbers and customer calls are routed by Genesys Routing Servers.
Genesys Routing Servers pass d Confidential portion of request and looks up available agents for voice calls routing.
After customer details are matched call information is sent to customer service representatives and screen pop information is sent as Call Control Browser or Call Control Toolbar.

Confidential, USA

Production Support

Responsibilities:

Project comprises of IVR/CTI application setup of IT Desk, HR Desk and Facilities Maintenance Desk call centers.
Self-service options provide most frequently requested functionalities through IVR instead of calls getting transferred to agents.
Additionally CTI screenpop of backend systems are also triggered at agent’s desk based on call center.

Confidential, USA

Production Support

Responsibilities:

Support of IVR platform and applications and monitoring/health checks and resolving issues in IVR applications.
Support and code fixes for high priority issues. Providing reports for Business customers. Sharing Root cause analysis for incidents with team.

Confidential, USA

Production Support

Responsibilities:

Support of Avaya IVR platform and applications and monitoring/health checks and resolving issues in IVR applications.
Support and code fixes for high priority issues. Monitoring and analysis of IVR logs, VXML logs and Webserver logs.
Monitoring and support of status of the servers. Providing reports for Business customers. Sharing Root cause analysis for incidents with team.