SUMMARY:

• 11 + years of industry experience as a Technical Business Analyst with solid experience in Contact Center Platforms.
• Experience in Health Insurance, Retail, Banking, Investments, Financial Services, and Mortgage Industries.
• Extensive experience in gathering Business and Functional Requirements, developing Use Cases, conducting GAP analysis, SWOT analysis, Cost benefit analysis, Risk analysis, modeling Businesses Processes, and preparing Training manuals.
• Experience with Call Center systems - VUI design, IVR/VRU, CTI, ANI, DNIS, DTMF, Speech, Workforce Management, Call Reporting, Call Scripting and Routing.
• Expertise in Agile - Scrum, Rational Unified Process (RUP) methodology, Use Cases, Software Development Life Cycle (SDLC) processes, Object Oriented Analysis (OOA/D), and Rational tools used during all four phases of RUP: Inception, Elaboration, Construction and Transition.
• Expertise in Creating Unified Modeling Language (UML) diagrams such as Use-Case diagrams, Activity diagrams, Class diagrams, Sequence diagrams, Collaboration diagrams and State chart diagrams using IBM Rational Rose according to UML methodology.
• Excellent Business writing skills in developing Business Requirements Document (BRD), Functional Specifications Document (FSD), Systems Design Specification (SDS), Systems Requirements Specification (SRS), Workflows and Project Plan.
• Proficient in conducting JAD sessions with management, SME’s, vendors, users and other stakeholders.
• Extensively used Rational Requisite Pro to gather and manage requirements; designed and managed project templates, use case templates, requirement types and traceability matrix in Requisite Pro.
• Proficient in conducting the System Integration Testing(SIT) and User Acceptance Testing (UAT); define the test plan, test cases and automation of the test scripts.
• Extensive experience in and Strong communicator and creative problem-solver skilled at analyzing business needs and transforming them into technical designs, applying technical skills and business knowledge to achieve sound results.
• Sincere, well-organized, quick learner, self-motivated, team player and achiever.

AREAS OF EXPERTISE:

Operating Systems: Mac OS X, Windows 2000/XP/NT, UNIX.

Telecom Platforms Genesys, Cisco, Avaya, Aspect, Optivity and Symposium:

Software development methodologies: Agile, RUP, SDLC, UML, SWOT, Six Sigma.

Requirements Management Tools: Jira, HP Quality Center, Rational Requisite Pro.

Business Modeling Tools: Rational Rose, MS Visio, WebSphere Business Modeler

UML Diagrams: MS visio, Gliffy, Rational Software Modeler

Project Management Tools: MS Office, MS Project.

Data Bases: DB2, MS Access, Oracle Microsoft Access, MS SQL Server 2000.

Bug Tracking: Test Director, Clear Quest.

Reporting Tools: Crystal Reports, Hyperion Reports, Genesys Infomart.

PROFESSIONAL EXPERIENCE:

Confidential, CA

Sr. BA/QA Analyst

Responsibilities:

• Documented technical requirements related to IVR, Web Services, CTI, Routing, Agent Desktop Application, admin console and Reporting functionalities.
• Worked on new Nuance Omni Channel requirements like SMS, Chat and Video Calling .
• Actively Participated in Backlog grooming, Prioritize backlog for releases and sprints, sprint planning, retrospectives, daily stand-ups, etc.
• Worked with external vendors on telephony infrastructure migration from Avaya to Nuance platform.
• Empowered teams to self-organize and grow cross-functionality. Protect team from over-commitment, manage backlog, prioritize resolution of defects/bugs as evidenced by the on-time delivery
• Used Visio to develop Call flow and routing design, DNIS mapping and data flows .
• Worked on IVR Event reports, weekly & monthly Call reports.
• Involved in Regression testing, Smoke testing and End to End testing of IVR & CTI
• Tested Soap Web Service responses using Soap UI
• Documented workflow and results of business analysis and obtained sign-off from client on specifications.
• Prepared test scripts for IVR functional testing .
• Used Automated IVR testing tool called ' Voiyager'.
• Worked on Virtual Hold Technology implementation project.
• Prepared GAD application User Manuals for the Call Center Agents.
• Communicated project designs, schedules and status to appropriate team, systems management, and users via Project Definitions, Functional Designs, Technical Designs, Test Plans, Implementation Plans, Status Reports, Status Meetings and User Documentation.
• Experience in writing Use Cases and performing User Acceptance Testing (UAT) .
• Maintained IVR documentation and made necessary changes based on Business feedback.
• Worked on change management process to get approval from CAB on released functionality on each sprint.
• Documented all artifacts in Microsoft SharePoint for version controlling and common point accessibility.

Environment: Nuanace, Genesys GAD, VUI Design, IVR, CTI, ACD Avaya, Java, Middleware, Visio, Share point, JIRA, Voiyager, SQL, Soap UI, Microsoft tools.

Confidential

Sr. Contact Centre Analyst

Responsibilities:

• Assistance in Impact migration project profiling, stakeholder mapping, and milestone tracking vis-à-vis the established KPIs and client-vendor guidelines.
• Business requirements elicitation through conducting JADs, shadowing and interviewing SMEs and other relevant stakeholders.
• Responsible for writing business requirements and transforming them into Voice User Interface Design (VUI).
• Used Visio to detail IVR call flows and presented to client executives(CE)
• Created use cases and business case scenarios to meet requirements
• Design and creation of functional and technical requirements to implement the various stages of migration from the legacy Per phonics and CONVERSANT to Cisco 9.0 in IVR and product catalog.
• Evaluation of existing and future business processes for routing and exchange voice services in order to map Cisco CVP impacts and potential gaps .
• Development and analysis of As-Is and To-BE systems flows for voice activations, related support activities and impacted financial transactions on related systems, processes and stakeholders.
• Reconsolidation and upgrading of existing data dictionaries and log fields in order to generate greater compatibility and hence, consistency with the new implementation efforts.
• Development and tracking of the requirements traceability matrix from discovery through elicitation, architecture, development, testing and deployment phases while managing change control requests that may arise within any phase of the SDLC.
• Documenting DNIS mapping, TFN's and DN's .
• Performed User Acceptance Testing plan, created UAT Test Cases and carried out UAT successfully.
• Involved in testing call routing, soft phone, Agent desktop and IVR reporting .
• Maintained product and user documentation in Sharepoint.

Environment: Cisco CVP, ICM, Genesys, VUI Design, IVR, CTI, ACD Avaya, Java, Middleware, SAP CRM, Siebel, Oracle, SFDC, Visio, Share point, HP QC, Cisco Softphone, Microsoft tools.

Confidential, Los Angeles, CA

Sr. Business Systems Analyst

Responsibilities:

• Collected requirements for Genesys IVR/Java/Web Services, Routing and Reporting functionalities and translated these into Functional specifications (FRD) and detailed test plans.
• Generated Project Brief and Business Area Requirements Report (BARR).
• Worked with different vendors on telephony infrastructure migration from Avaya to Genesys platform.
• Designed Business requirements for Call Routing solutions for Genesys implementation .
• Used Visio to develop VUI and routing design call, DNIS mapping and data flows .
• Worked on Genesys Infomart and ICON/CON for historic reporting
• Documented workflow and results of business analysis done and obtained sign-off from client on specifications.
• Communicate the issues at hand, action items, closed decisions, project progress and record meeting minutes to the distribution list concerned.
• Responsible for Business Checkout activities for monthly and quarterly release projects.
• Prepared test scripts for functionality testing of IVR .
• Prepared User Manuals for the Call Center users for using Agent desktop application .
• Communicated project designs, schedules and status to appropriate team, systems management, and users via Project Definitions, Functional Designs, Technical Designs, Test Plans, Implementation Plans, Status Reports, Status Meetings and User Documentation.
• Experience in writing Use Cases and performing User Acceptance Testing (UAT) .
• Maintained the product and made necessary changes based on Business feedback.
• Monitor the routine work of the call center and ensure smooth functioning of the organization and coordination between all departments
• Worked on change management process to get approval from change approval board on released functionality on each epic.
• Worked on Genesys real time reporting CC Pulse and historic reporting using Infomart
• Worked on virtual hold implementation project.
• Manage d work plans, timelines and budgets.

Environment: Genesys, VUI Design, IVR, CTI, ACD Avaya, Proactive Contact, Infomart, CC pulse, Infomart, Java, Middleware, Visio, Share point, JIRA, Microsoft tools.

Confidential, Detroit, MI

Sr. Business Systems Analyst

Responsibilities:

• Worked with onsite and remote team members to implement Contact Center Upgrade Project (Genesys IVR & Routing solutions)
• Developed business cases for proposed initiatives (ACD & IVR, IVR Reporting Database).
• Participated in VUI design reviews and guided the team in achieving the usability requirements.
• Created context diagrams, business process flows, data flows and required deliverables as per CIGNA's System development cycle methodology (modified SDLC) standards.
• Identified, evaluated and documented business needs and objectives. Operational processes and procedures, problems and requirements.
• Developed UAT test cases, test data, test plans for IVR Applications.
• Managed multiple projects, assignments and high priority action items lists with internal stakeholders, vendors, and offshore development teams.
• Worked with senior managers to develop, implement and monitor telecommunication projects.
• Partnered with Aspect & Genesys vendors to implement, monitor, and troubleshoot telecommunication activities.
• Developed project cost and benefit estimates to establish project worth including the development of alternative considerations leading to recommendations for new systems or equipment installations.
• Responsible for project modeling and forecasting developed project plan in MS Project.
• Assisted Quality Assurance in planning and development of systems and integration tests using HP Quality Center.
• Assisted Quality Assurance in reviewing system and integration test results, and address application defects.
• Communicated with Managers and clients as necessary for designing Interactive Telephony applications.
• Dealing with external product vendor for project or production support issues.
• Determined the operational changes and the new procedures that must be employed to support the new and enhanced system.
• Used Hyperion for reporting call stats like Total call volume, Call handing time, Abandon Call reports.
• Developed user training packages and facilitated product presentations to detail new system enhancements.

Environment: Aspect, Genesys, SIP, IVR, CTI, SAP CRM, MS Project, RALLY, HP Quality Center, Hyperion Reporting.

Confidential, NE

Contact Center Business Analyst

Responsibilities:

• Gathered Business Requirements, through constant interaction with the Users, Developers, Project Manager and SMEs to get a better understanding of the Contact Center Business Processes.
• Developed business process models in RUP to document existing and future business processes.
• Conducted JAD sessions to allow different stakeholders to communicate their perspectives with each other, resolve any issues and come to an agreement quickly.
• Analyzed and optimized the Contact Center processes, prepared Business Requirement Document (BRD) and Functional Specifications.
• Creating different types of diagrams (using MS-Visio) & project artifacts such as Scope Document, Gap Analysis Documents, Functional Requirements Documents and Technical Requirements Documents.
• Worked in automating, controlling, capturing, creating, managing, and distributing and archiving of documents that supported compliance with the industry specific requirements and regulations pertaining.
• Identified Use Cases from the requirements.
• Created UML Diagrams including Use Case Diagrams, Call Trees, Activity Diagrams, Sequence Diagrams, Collaboration Diagrams, Data Flow Diagrams (DFDs), Web Page Mock-Ups, thus defining the Business Process Model and Data Process Model.
• Performed Feasibility, Adaptability and Risk Analysis to identify the business critical and high-risk areas of the application.
• Communicated with design, development and test team.
• Provided technical assistance in identifying, evaluating, and developing systems and procedures that were cost effective and met business requirements.
• Assisted the Manager in developing process and procedures for Project Management
• Worked on Genesys iWD for applying business rules to classify and prioritize.
• Involved in creating Test Scripts representing various IVR based Transactions.
• Worked on testing Virtual Hold integrating with Genesys project.
• Involved in Contact Center incident and problem tickets reported by end user.
• Worked on Contact Center Reports using various reporting tools like Genesys ICON, Crystal reports
• Documenting the Defects and Defect Logs.
• Created meaningful reports for analysis of the Defects and Bugs Identified.

Environment: SIP, IVR, CTI, MS-Visio, MS-Office, Oracle, Genesys, Genesys IWD, ICON, Crystal reports, JIRA and Windows based systems

Confidential, Long Island, NY

Business Analyst

Responsibilities:

• Functioned as the primary liaison between the business line and the technical areas throughout the project cycle.
• Prepared packages and conducted JAD sessions and user interviews to gather and analyze requirements.
• Incorporated Agile methodology in all the phases of the project.
• Assisted Project Teams in preparing Functional and Non-Functional Requirement documentation.
• Documented use cases for all the modules.
• Prepared mockup screens to demo the functionality to the team using Visio, Microsoft PowerPoint tools.
• Performed Gap Analysis by identifying existing technologies, documenting the enhancements to meet the end state requirements.
• Used WBM (Web sphere Business modeler) to model complex business process, interactions and integrations
• Prepared UI specifications and Navigational flow documents.
• Prepared activity and sequence diagrams to model the processes.
• Identified test scenarios and related test cases in Rational Manual Tester and used Clear Quest to log and track the defects.
• Assisted with user testing of systems (User Acceptance Testing), developing and maintaining quality procedures, and ensuring that appropriate documentation is in place.
• Worked with development and testing teams to accomplish timely release objectives.
• Extensively worked on Microsoft Excel, Word, and PowerPoint.
• Ability to work with all members of the project team, following the project through the Systems Development Life Cycle and ensuring business objectives was met.

Environment: Clear case, Clear Quest, Rational Requisite Pro, Microsoft Visio, WBM (Web sphere Business Modeler), SOA, J2EE

Confidential, Dallas, TX

Business Analyst

Responsibilities:

• Responsible for requirement gathering, functional, and technical documentation.
• Responsible for the gap analysis, technical design, implementation, and deliverables.
• Participated in discussions with the senior management to better understand the business requirements
• Analysis and requirements gathering from existing business.
• Working closely with the Development team to validate that the Technical design meets the business requirements Supporting the team in Planning and Systems & Process Engineering during the Development Life Cycle.
• Writing and documenting business and systems requirements based on workshops and user feedbacks.
• Performed technical writing as means to communicate the product functionality to the end-users.
• Preparing quantitative business cases through financial modeling by analyzing financial reports and performed cost accounting and cost/benefit analysis.
• Expertise with business process modeling using Visio to present functionality to the users
• Preparing quantitative business cases through financial modeling by analyzing financial reports and performed cost/benefit analysis.
• Helping between functional and technical team to deliver quality product deliverables to the client as per the requirements.
• Reviewing Test Plans/Scripts to ensure adequate coverage for the proposed design
• Coordinating with the developers on defect status on a regular basis
• Documenting on all testing activities and results

Environment: MS-Office, ER-WIN, Datastage, Windows, Unix, Oracle.

Confidential

Business Analyst

Responsibilities:

• Responsible for requirement gathering, functional, and technical documentation.
• Responsible for the gap analysis, technical design, implementation, and deliverables.
• Participated in discussions with the senior management to better understand the business requirements
• Analysis and requirements gathering from existing business.
• Working closely with the Development team to validate that the Technical design meets the business requirements Supporting the team in Planning and Systems & Process Engineering during the Development Life Cycle.
• Writing and documenting business and systems requirements based on workshops and user feedbacks.
• Performed technical writing as means to communicate the product functionality to the end-users.
• Preparing quantitative business cases through financial modeling by analyzing financial reports and performed cost accounting and cost/benefit analysis.
• Expertise with business process modeling using Visio to present functionality to the users
• Preparing quantitative business cases through financial modeling by analyzing financial reports and performed cost/benefit analysis.
• Helping between functional and technical team to deliver quality product deliverables to the client as per the requirements.
• Reviewing Test Plans/Scripts to ensure adequate coverage for the proposed design
• Coordinating with the developers on defect status on a regular basis
• Documenting on all testing activities and results

Environment: MS-Office, ER-WIN, Data stage, Windows, Unix, and Oracle.