SUMMARY:

Contact center engineer/consultant with diversified consulting, design and development background experience. Well versed in the following roles as a Business Solutions Analyst / Lead Pre - Sales Application Solutions Consultant/ IVR Solutions Architect / Sr. Technical Consultant / Technical Program Delivery Manager. Adept at business analysis, requirements gathering, communication, design and development to deliver highly efficient enterprise wide solutions and systems by working closely with Business Partners, Customers, End users and Software developers. In depth experience in implementing and integrating IVR solutions. Complete understanding of IVR, Speech Technologies, CTI, Contact Center Solution, CRM / TRM, RDBMS, SDLC and Internet technology.

TECHNICAL SKILLS:

Contact Center / CTI: , UCM, Aspect, Genesys, Geotel, HPCCM, Siemens, Nortel, Meridian, Lucent, AT&T, Agent Queue Announcement, Nuasis Contact Center Solution, AACC, UCCX,

Speech Technologies / Platforms: Microsoft Speech Server, Scan Soft / Speech Works 6.5 SE, GRXML, ABNF, SSML, Tuning, Voice User Interface (VUI), Text-to-Speech (TTS)

RDBMS: SQL Server, Oracle, IBM-DB2, Sy base, ODBC/JDBC

Languages / Tools: eGain/Exony VIM, Verint, GUI programming Tools / VXML IDEs, InVision Studio, IQTalk, AVP, AEP, Edify, Interaction Composer, SQL Stored Procedures, EIS, IForm, IGen, C, JAVA, JSP, .NET, C#, SALT, Visual Studio, JavaScript, ASPX, CCXML, SSXML, AT&T Route-it, SpinSci Agenta, Humanify

Host Protocols:: 3174 LAN, 3174 SNA / SDLC, Telnet VT 70, TCP/IP sockets, 5250 Twinax, IBM-MQ series, APPC, Attachmate, Burroughs, XML, HTTP, SOAP

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Staff Confidential Solutions Architect/Consultant

Responsibilities:

• Key contributor in migrating on-prem contact center solutions/systems to Confidential Confidential successfully, played a major role in pre/post support and delivery of these contact center solutions for MMS, MSH- 3PL and HR business units. Currently focusing on bringing other business units (Pharma and MSH) into Confidential Confidential, while continuing to manage and support on-prem contact center systems for day-to-day business needs.
• Designed, architected, developed and delivered multiple complex ICM scripting call flows and Call Studio VXML applications. Supported the migration of multiple line of business from legacy telephony platforms to Confidential Confidential while adhering to best practices and standards.

Confidential, Richardson, TX

Technical Solutions Consultant

Responsibilities:

• Design, develop, architect and maintain Confidential Speech IVR Confidential platform, developing and modifying call flows and supporting Confidential ICM/ Confidential applications for operational needs. Providing consistently quality and on time solutions to the business, work with cross functional teams and vendor to build solutions to enhance member and provider user experience and enhance operational effectiveness.

Confidential, Richardson, TX

Business Solutions Analyst IVR

Responsibilities:

• Worked as a BA in Confidential, and collaborated with ITG, PASS, eBusiness Integration, Confidential Confidential group and Shared Services to provide on-going enhancements to provider self-service IVR application. Responsibilities include requirements gathering, documenting requirements, analysis, design review, test cases preparation in QC and Clear Quest, regression & validation testing, release support, day-to-day production IVR issues analysis and resolution and post production support.

Servion Global Solutions, Princeton, NJ

Lead Pre-Sales Application Solutions Consultant

Responsibilities:

• Provided technical Sales/Solutions support to internal Sales organization, Business Partners and customers in the context of delivering consulting services for IVR applications, platforms and Contact Center Technology.
• Reviewed and analyzed RFI & RFP and provided technical responses to Business Partners and potential customers. Prepared Budgetary Efforts Estimates, Approaches, Scope of Work and AMC (Annual Maintenance Agreement) documents and presented them to Business Partners and Customers.
• Gathered and analyzed customer’s IVR functionalities and prepared solution architectural diagrams, high level IVR call flows, using Visio to support the Sales cycle of the opportunity. Participated in the SoW review and sign-off discussions and project kick off meetings. Collaborated with delivery, project stakeholders, support, practice and internal audit team to ensure the projects transitioned smoothly.
• Responsible for providing the high level project timelines, project responsibility matrix, efforts estimates, solutions assumptions and recommended hardware/software specifications for deploying the solutions either in on-prem or hosted environments.

Confidential, Plano, TX

IVR Solutions Consultant

Responsibilities:

• Designed, developed, enhanced and implemented COAF’s existing IVR applications to add business value. Collaborated with project stakeholders, business customers and IT personnel to gather business requirements and turn them into IVR solutions.
• Successfully demonstrated IVR solutions architecting, project management and leadership skills in all aspects of IVR development life cycle while maintaining the higher quality of IVR project deliverables. Within a short period of time at COAF, gained a reputation of exceeding customers trust and confidence.
• Took the initiative to design and build a router application for the ease of using and testing 6 different IVR applications as well as maximizing the usage of inbound phone lines and increasing application testing efficiencies. Created and maintained a number of IVR project architectural documents and uploaded them onto Knowledge link for future .

Confidential, Dallas, TX

Solutions Architect / Staff Consultant

Responsibilities:

• Architected and played a lead consultant role in multiple large scale deployments involving design, development, implementation and post production support in a team environment for several leading enterprise customers in various industries. Additional responsibilities included traveling to customer site for requirements, and for onsite implementation support.
• Designed, developed and implemented Confidential ’s Auto Attendant (Call Director) speech solution on VXML MTC platform

Confidential, Dallas, TX

Technical Program Delivery Manager

Responsibilities:

• Responsible for the technical program management of all phases of implementation of IVR/CRM system solutions for large corporate clients and other Fortune 500 companies) including sales support, configuration review, hardware and software architecture design review, application design specification, systems deployment, testing, installation, production cutover and final customer acceptance.
• Developed RFPs for senior client management, including project approach, timeline, project tasks deliverables, and service billings, focusing towards project execution with high quality deliverables, and meeting customer satisfaction on time.
• Interviewed and recruited key staff, evaluated engineers’ performance for quality, skills, and deliverables. Mentored new and existing staff by offering guidance and technical support in achieving their career goals.

Confidential, Dallas, TX

Sr. Systems Consultant / Team Lead / Software Applications Engineer

Responsibilities:

• Worked on various major key projects involving gathering business requirements to full system implementation and upgrades. Assisted customers with user acceptance, testing and documentation. Configuring systems with Confidential /ICM, Geotel, local-remote ODBC, IBM DB2, Oracle, MS-SQL, and various host protocols connectivity, telephony and networking protocols. Familiar with SQL queries and stored procedure to enhance application functionality. Responsible for making recommendations to functional requirements for cost effective solutions.
• Recognized and respected by customers and peers as a ‘Top Gun’ technical engineer by consistently providing high quality system solutions with a dedicated focus towards customer satisfaction and business objectives.