SUMMARY:

• 6 + years of experience in IT industry with strong experience in application development and implementation of Web and Voice based applications using JAVA, IVR technologies.
• Familiar with speech - related industry standards and specifications such as: VoiceXML; Speech Recognition Grammar Specification (SRGS), Semantic Interpretation and Speech Synthesis Markup Language (SSML).
• Experience in Nuance Speech Recognition software, Avaya Dialog Designer, Avaya Aura Orchestration Designer, Avaya Aura Experience Portal, Avaya Voice Portal, Genesys Voice Portal and Genesys Studio.
• Experience in Dynamic Grammar generation using Dialog Designer.
• Worked on developing IVR application using VXML, Grammars (GRXML) and ECMA Script.
• Exposure to Agile methodologies such as TDD and SCRUM.
• Hands on Experience in Writing stored procedures to implement various SQL queries and updates to the databases.
• Performed Black box, White box, UAT and performance testing.
• Proficiency in preparing Functional and Technical Design Documents.
• Familiar with all phases of software development cycles involving Product / Project feasibility Study, Requirement Analysis and Specifications, Development, Testing, Deployment, Support, Enhancements, Documentation & Configuration Management.
• Excellent communication skills, Teamwork, self-motivated, meeting schedules are some of my other strengths.

TECHNICAL SKILLS:

Speech technology knowledge: VoiceXML (5+ years), speech recognition technology (4+ years), VUI (Voice User Interface)

Internet Technologies: J2EE (Servlets, JSP), XML, Java, HTML, JDBC, JavaScript

IVR Technologies: VXML, Voice Genie, Voxeo, Nuance

App Servers/ Middleware/Web Servers: Web sphere, WebLogic, Tomcat

IDE / Programming Tools: Eclipse, Toad, Avaya Dialog Designer, Avaya Aura Orchestration Designer, Genesys Studio, Avaya IR Designer, SQL Developer, Terranova, Hummingbird

Operating System: Windows 7, Windows XP, Unix/Linux

Database/Tools: Oracle9i, SQL Server, Oracle 10g

Version Control: Star Team, PVCS, SVN

PROFESSIONAL EXPERIENCE:

Confidential, Austin, TX

IVR Developer/QA Analyst

Roles and Responsibilities:

• Involved in meetings for designing the call flows for GBS and ECCC application.
• Worked with the team for updating and validating internal grammars and prompts.
• Developed GBS application for South America (coded for 9 countries) using Avaya Aura Designer.
• Involved in the development of ECCC application (using different call flows) for multiple countries using multiple languages based on config files (dnis.xml, vdn.xml and HOO.xml)
• Involved in execution of many test cases based on call flow documents and requirements manually.
• Created test case document based on UI/FRD documents.
• Performed unit, regression and integration (including CTI) testing.
• Participated in weekly status meetings for providing project updates to Development and QA Manager.
• Followed Project Plan for task assignments by Project Lead.

Environment: Java/J2EE, Avaya Aura Orchestration Designer 7.0, Avaya Aura Experience Portal 7.0, Oracle, Tomcat 7.0, Eclipse, HP Quality Center

IVR Developer/Technical Lead/QA Analyst

Roles and Responsibilities:

• Involved in meetings for designing the call flows/ Nuance UI for Disability and Annuities application.
• Updated code to read property file for web service url, 3270 url, xml files and agent hours of operation (common for all applications).
• Worked with the team for updating and validating internal grammars and prompts.
• Used the existing web services to access status of the claims of customers based on SSN or Claim Number.
• Developed Annuities (using Avaya Dialog Designer) and Disability (using Avaya IR).
• Involved in the development of Disability Spanish (addition of verbiage for Puerto Rico government) and Annuities (Human Factors) application.
• Involved in execution of many test cases based on call flow documents and requirements manually.
• Create QA and PROD deployment instructions.
• Communicated with backend teams for requesting test data.
• Created test case document based on UI/FRD documents.
• Executed test cases for Disability and Annuity application.
• Performed unit, regression and integration (including CTI) testing.
• Participated in weekly status meetings for providing project updates to Development and QA Manager.
• Performed White box, UAT and performance testing.
• Followed Project Plan for task assignments by Project Lead.

Environment: Java/J2EE, Avaya Dialog Designer, Oracle, Tomcat, Eclipse, Borland Star Team, Build Forge, WebSphere Application Server, Web services, Avaya IVR Designer, 3270 Server, SQL Developer, Terranova, HP Quality Center

IVR Developer/QA Analyst

Roles and Responsibilities:

• Involved in meetings for designing the call flows for the modules (Origination, Activation and Collections) for CCS IVR application.
• Origination Module- checks the application status, credit line increase, card services and new account. Activation Module- activating the card. Collection Module- make, report or arrange a payment.
• Worked with the team for building and validating internal grammars and prompts.
• Used the existing web services to access status of the application of customers based on SSN and DOB.
• Involved in development of three different modules (Origination, Activation and Collections) CCS IVR application using VXML and JSP.
• Involved in the development of STUB project for all three modules, which is used to test locally on the machine using test data rather than connecting to back end.
• Involved in execution of many test cases based on call flow documents and requirements manually.
• Simulation of cases for exceptions and error handling.
• Debug application for system problems and resolving them.
• Performed Manual and Logical Path testing.
• Participated in weekly SCRUM meetings for providing project updates to Manager.
• Followed Sprint worksheet for task assignments by Manager.

Environment: Java/J2EE, VXML, Oracle, Tomcat, SVN, Eclipse, SJPhone, Apache Server

IVR Developer/QA Analyst

Roles and Responsibilities:

• Conducting meetings with Business for Requirements gathering, providing estimates and carrying the project through its entire Life Cycle.
• Requirement Analysis for Mapping Business Functionality to Technical Specifications.
• Responsible for designing call flows (VUI) for custom applications using Visio based on business requirements.
• Developing custom IVR applications for business, loading and maintaining databases for custom applications.
• Involved in designing the call flows for the modules (Registration, Existing Claim and New Claim) for all IVR applications.
• Developed applications using Avaya Dialog Designer with Java coding and created VoiceXML pages for connection between nodes.
• Working with the team for designing, building and validating internal grammars.
• Used the existing web services to access Global data and warranty information of customers based on phone number and zip code.
• Developed three different modules (Registration, Existing Claim and New Claim) for all of our major clients in IVR applications.
• Knowledge in UNIX shells scripting and commands.
• Written SQL queries and stored procedures to access data from database.
• Simulation of cases for exceptions and error handling.
• Created Test case documents.
• Involved in execution of many test cases based on call flow documents and requirements manually.
• Performed White box, UAT and performance testing.
• Performed Manual and Logical Path testing.
• Participated in weekly SCRUM meetings for providing project updates to Manager.
• Followed Sprint worksheet for task assignments by Manager.

Environment: Java/J2EE, Avaya Voice Portal, Oracle, VXML, IBM Websphere Application Server, HTML, Eclipse, Avaya Dialog Designer, Quality Center, TOAD, Adobe Audition

IVR Developer

Roles and Responsibilities:

• Attended meetings with Business for Requirements gathering and carrying the project through its entire Life Cycle.
• Requirement Analysis for Mapping Business Functionality to Technical Specifications.
• Responsible for designing call flows (VUI) for custom applications using Visio based on business requirements.
• Involved in redesigning the call flow for Balance and Payment application, to add additional features to it.
• Developed new features for the existing application by adding Configuration files and Java coding.
• Worked closely with the team in designing, building and validating inline and external grammars, all grammar files are coded in GRXML format.
• Involved in the development and maintenance of DAD framework, which constitutes the business model for the application.
• Involved in the enhancement of IVRTransactions which uses web services and also IVRBackend which uses MQSeries.
• Involved in the development of AOM-AR Outbound application and also tested the application using Genesys Outbound Manger.
• Developed Configuration files (cfg) for each of the Genesys Studio files in the application and also developed cfg files for Prompts (each studio file is mapped as one cfg file in the application).
• Used Genesys Configuration Manager to upload Configuration files.
• Worked on replacement of Balance and Payment application from studio files (vws) to configuration files(cfg).
• Involved in the development of Java classes for each of the configuration file by adding Load(prompt) and Process modules(input).
• Created Test case documents.
• Involved in execution of many test cases based on call flow documents and requirements manually.
• Performed White box, UAT and performance testing.
• Performed Manual and Logical Path testing.
• Participated in weekly SCRUM meetings for providing project updates to Manager.

Environment: Java/J2EE, JDK, JRE, Genesys Studio, Genesys Voice Portal Manager, VXML, Apache Tomcat, Eclipse, Genesys Configuration Manager, CA SCM (Harvest), Clear Quest Web, Ant, Genesys Outbound Manager

IVR Developer/QA Analyst

Roles and Responsibilities:

• Conducting meetings with Business for Requirements gathering, providing estimates, resource allocation and carrying the project through its entire Life Cycle.
• Requirement Analysis for Mapping Business Functionality to Technical Specifications.
• Responsible for designing call flows for custom applications using Visio based on business requirements.
• Involved in designing the call flow for Survey application.
• Developing custom IVR applications for business, loading and maintaining databases for custom applications.
• Developed applications using Avaya Dialog Designer with Java coding and created VoiceXML pages for connection between nodes.
• Working with the team for designing, building and validating external grammars for Survey and dynamic grammars for Global Login application.
• Created LDAP application for Global access of employee’s information.
• Used Nuance OSDM Custom Context and Digits module for Survey application.
• Used Avaya’s Alphanum module for DTMF or speech entry of alphanumeric for Global Login Application.
• Developed a basic routing application using CCXML.
• Knowledge in Unix shell scripting and commands.
• Written SQL queries and stored procedures to access data from database.
• Actively involved in Usability testing and System Tuning for high performance results and easy user experience.
• Simulation of cases for exceptions and error handling.
• Created Test case documents.
• Involved in execution of many test cases based on call flow documents and requirements manually.
• Performed White box, User Acceptance and performance testing.
• Performed Manual and Logical Path testing.
• Participated in weekly SCRUM meetings for providing project updates to Manager.
• Followed Sprint worksheet for task assignments by Manager.

Environment: Java/J2EE, Avaya Voice Portal, Oracle, VXML, IBM Websphere Application Server, HTML, Eclipse, Avaya Dialog Designer, PVCS, Quality Center, TOAD

IVR Developer

Roles and Responsibilities:

• Involved in the requirements analysis and design of User Interface specifications.
• Participated in speech systems requirements analysis and transforming them into Voice User Interface Design (VUI).
• Involved in requirements gathering and enhancements for Voice Genie IVR Platform, which supports DTMF, speech recognition, CTI and call recording.
• Developed Controllers of the application in VXML using forms, menus, sub dialogs, ECMA scripts, and transfers and handling events throughout the application and also was responsible for the developing the Speech/DTMF grammars.
• Developed the IVR application using JSP and VXML and deployed using Apache and Nuance.
• Responsible for deploying web services module for getting the billing information in the portal.
• Responsible for writing SQL Queries and stored procedures.
• Responsible for unit testing the classes and support for integration testing.
• Involved in execution of many test cases based on call flow documents and requirements manually.
• Responsible for deployment in monthly releases, post production activities like logging activities and monitoring the code.

Environment: Eclipse, Apache Web server, VXML, JDBC, Oracle, JavaScript, Java, JSP, SQL, UNIX, Nuance, ASR, TTS, Web services, Voice Genie, Tomcat

Software Developer

Roles and Responsibilities:

• Developed presentation logic using the JSP pages.
• Handled the HTTP requests using java and servlets.
• Developed Action Forms and Action classes using Struts.
• Developed java bean classes using struts.
• Developed java exception classes to handle errors.
• Deployed the application in Weblogic server.

Environment: Java/J2EE, Servlets, JSP, Struts, JDBC, HTML, XML, Weblogic, Oracle, UNIX, Eclipse.