Business Analyst Resume

SUMMARY:

Experienced professional offering twenty years of expertise in implementing Interactive Voice Response (IVR) solutions in diverse industry: HealthCare, Life Insurance, Banking, Telecommunication, Directory assistance, etc.
Expert in Avaya platform: Building call flows, Voice recognition, Speech recognition and building Speech and touch tone (DTMF) grammars.
Excellent communicator: Leverage technical and business acumen to communicate effectively with business stakeholders, cross - functional teams and external vendors.
Strong analytical, methodical, and resourceful approach for problem-solving.

TECHNICAL SKILLS:

Platforms:, Audium Studio 5.0, Voice Portal 5.0,, Avaya IR, Tellme, VoiceGenie, WebLogic, Unix, SunOS 5.10, Red Hat Linux R5, Avaya Application Enablement Services server 4.3

Languages: VXML, XML, HTML, Java, Java script, JSP, GRXML Speech Grammars, C, Shell, SQL, NAWK, PERL

Software: Avaya Orchestration Designer 6.0, Avaya Dialog Designer (Ver 3.0,4.0,5.0), Nuance OSDM s, Visual Studio 2005, .NET, Crystal Reports, Tomcat, HP ALM 11.0, ORACLE SQL, Sablime, Subversion, Maven, Visual Basic, Pro*C, WebSphere Application Sever 5.0, Visual SourceSafe

Databases: Oracle 11G, INFORMIX

PROFESSIONAL EXPERIENCE:

Confidential

Business Analyst

Responsibilities:

Responsible for delivering user interface design documentation outlining back end interfaces to support business functionality and application development.
Create and design effective IVR user interface designs including call flow, dialogues, functional logic and prompts to match the established requirements.
Responsible for working closely with business units to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications

Confidential

Technical lead/Senior Solutions Engineer

Responsibilities:

Responsible for leading and implementing customer facing Enterprise IVR application (Avaya Experience Portal ) that replaced seven legacy IVR applications (Aspect and Nortel platform).
Designed and developed number of reusable IVR application modules that lead to accelerated delivery.
Responsible for system analysis, creation of the technical requirements specifications, code, test, debug and implementation of complex applications and modules.
Designed and implemented IVR payment System which collected over $2M annually in Health Care premiums.
Provided expertise in designing Verint Systems After Call Survey application to gauge customer satisfaction.
Responsible for production support and timely triage of production problems.

Confidential

Senior Technical Engineer

Responsibilities:

Designed and developed a voiced-enabled application that presented dynamic menu selections to UBS traders.
Created speech and touch tone grammars to collect and verify trader Id’s.
Avaya Dialog Designer Version 5.0, including Nuance OSR (Nsserver 5.0.8), TTS (Realspeak 4.5) and WebSphere Application Server 5.0. Application

Confidential

Senior IVR Programmer/Analyst

Responsibilities:

Designed and developed voiced-enabled application solutions that replaced the legacy touch tone applications.
Designed and developed number of reusable IVR application modules that lead to accelerated delivery.
Responsible for production support and timely triage of production problems.
Developed Java Classes for Web Services using WSDL

Confidential

Technical Engineer

Responsibilities:

Design, development, and deployment of enhanced voice-enabled solutions for mobile hand held devices.
Responsible for examination of call data, automation reports and adjusting the grammar data accordingly to increase automation of DA calls

Confidential

IVR Programmer/Analyst - Consultant

Responsibilities:

Designed and developed IVR Credit Authorization system for DIB Corp. vendors to obtain credit authorizations for member.
Developed IVR system that allows Customs Officer to determine the identity of trucks, airplanes and vessels.

Confidential

IVR Programmer/Analyst

Responsibilities:

Designed, developed, tested and implemented IVR touch-tone and speech applications for internal and external customers.
Responsible for production support and timely triage of production problems.

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