SUMMARY:

• Sr. Manager with more than 13 years of total experience with 11+ years of experience in managing and delivering contact center technologies and customer services transformation projects across customer experience touch points / contact center operations.
• Subject Matter Expert in multichannel self - service designs, enterprise routing solutions (voice, email, multimedia, social), CRM-telephony integrations with wide hands on experience in various call steering, IVRs, routing, CTI Implementations across platforms and technologies like Confidential, Cisco, Avaya (predominantly Confidential )
• In-depth hands on experience in implementing speech IVR designs and recognition capabilities using technologies like Nuance ASR (directed dialog, speak freely natural language grammars - slm -gsl, grxml) and speech tuning methodologies and tools like Nuance OSI. Subject Matter Expert in designing and implementing virtual queueing solutions with hand on experience in technologies like Virtual Hold callback etc.
• Experienced in managing and delivering large contact center transformation projects and implementing customer experience design solutions across industries like telecommunications & High Tech (VAS), Utilities, Insurance and Health Care.

TECHNICAL SKILLS:

Language: - GSL/GRXML), Speech pearl 8.0, Real speak (TTS)Routing &: Confidential SIP, Confidential Administrator, Confidential URS/ORSCTIGenesys Inbound Voice (IRD), Confidential Outbound, Confidential Composer, Cisco UCCE ICM, Virtual Hold Callback 7.6 setup and implementation, Confidential iWS / Workspace, Openspan, Jacada

Analytic & Reporting: Nexidia, ClickFox, TIBCO Spotfire, Confidential CCPulse+ / PulseTools Infomart, Confidential Interactive Insight (GI2), Nuance NARMS SQL Reporting Services, Splunk

Testing: Empirix e-Suit, Cyara, HP Quality Center

Microsoft tools: Power Point, Excel, MS Office Project, MS Access, Visual

Basic/ASP.net, Microsoft SharePoint

Web: Java, JSP/ASP, Servlets, SOAP/Web Services integration

Web servers: Apache tomcat, IIS, Javaweb sphere, Jetty, Weblogic

RDBMS: SQL Server 2000, SQL Server 2005, Oracle, MS Access

Source Control Tools: Gitlab/Github, IBM Rational (Clear case/quest, Requisite Pro)

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Confidential IVR and Routing (Composer 8.1.440.18 , URS/ORS, Confidential SIP)
• Confidential CTI/iWS (Workspace)
• Confidential CTI-Oracle Cloud Integration
• Confidential Integration with Virtual Hold 8.5 callback solution
• Confidential Reporting - CCPulse+ Real time and Infomart/GI2 Historical
• Confidential WFM

Confidential

Responsibilities:

• Customer experience improvement designs and self-service containment strategy
• Requirements Gathering, Validation and Requirements Analysis
• Functional Design, Detailed Application Design - Technical Design (Call Flows)

Confidential

Responsibilities:

• Gather and validate business requirements from various LOB’s - enterprise approach.
• Functional and technical design with business rules for enterprise IVR, Open media, Voice routing and Virtual Hold callback solution. Involved in Confidential IWS implementation.
• Speech and dialog design with roadmap for performance test and grammar tuning process.
• Onsite coordinator and Project Management, Pipeline Management, Scheduling and Resourcing

Confidential

Responsibilities:

• SME in Confidential Contact Centre application suite with Design and Development expertise in:
• GVP with self-service speech design and development using Nuance OSR GRXML Inbound Voice/ Email /SMS enterprise Routing, and Virtual Hold Callback Solution Integration. Outbound Dialer (Campaign) and CCPulse/Infomart Reporting. SAP CRM integration using G+ ICI Adapter, Integration to SAP- ISU using PI web services
• Project and Stakeholder Management.
• Synopsis, recommendations for NL implementation approach and vendor Evaluation.
• Natural language Speech Design for transformation initiatives (Open dialogues)
• Speech design, development and grammar tuning process (grxml)

Confidential

Responsibilities:

• Project Management, Onsite coordinator for requirement gathering and functional design.
• Responsible for technical detail design across IVR, Routing and Reporting (CUIC) and for ICM configurations for phase wise migrations.
• Best practices design and implementation of call steering and voice enterprise Routing applications. SME to callback solution and Integration - Courtesy Callback-CVP 8.5

Confidential

Responsibilities:

• SME Role for ASR process improvement (Recognition/Self Service Success Rate/Tuning)
• Requirement gathering, Functional and Technical detail design for IVR migration.
• IVRS design, Grammar Design, and implementation (Nuance ASR 8.0/speak freely)
• Targeted to achieve increased self service success rates and customer experience

Confidential

Responsibilities:

• Design, development (call flows/application) and test strategies for call steering and routing.
• Responsible for Root Cause Analysis of call failure/drop situations/troubleshooting, synopsis

Confidential

Responsibilities:

• Modularization of agents requirements to optimize and design agents desktop.

Confidential

Responsibilities:

• Hosted multi-language speech IVR solutions for multiple Telco and entertainment service giants for their Value added entertainment and informational services.
• Responsible for conceptualization of speech based entertainment and value added services.
• Responsible for call flow and grammar design for speech applications (VXML/GRXML)