SUMMARY:

• Around 11 years of experience in Quality Assurance and Contact Center Technologies.
• Expertise in Contact Center, IVR and CTI technologies.
• Experience in managing and leading teams.
• Good experience with Avaya, Cisco and Genesys contact center technologies.
• Excellent experience in Manual Testing.
• Experience in Selenium automation testing.
• Experience with Verint WFM, NICE WFM and inContact.
• Expertise in handling the functions of Confidential Interaction Center versions 6.1.X, 7.0.X, 7.1.X, 7.2.X and 7.3.X, including Business Advocate and Operational Analyst.
• Experience in Confidential Aura Orchestration Designer and Experience Portal.
• Good troubleshooting and analysis skills.
• Hands on experience in HP Quality Center (ALM) Test Management Tool, and JIRA
• Excellent experience in the testing process - analyzing client requirements, test planning, test estimation, test design, test execution, defect management and test reporting.
• Good experience in testing applications with strict timelines.
• International work experience
• Excellent leadership, communication, interpersonal, relationship management and analytical skills.
• Hardworking and ability to understand new technologies and concepts quickly.

TECHNICAL SKILLS:

Telephony: Confidential Communication Manager; Cisco UCCE; Genesys GVP; NICE

IM/WFM ; Confidential Aura Orchestration Designer & Experience Portal Nortel:

MPS Verint WFM 11.1 Inova 5.8 inContact 17:

CRM Packages: Confidential IC 7.1.X/7.2.X/7.3.X; Confidential Business Advocate, Operational AnalystSales Force.

Manual Testing: Understand Requirements; Prepare Test Plan; Design Test Cases; Gather Test data; Execute Test cases; Defect Management; Collect metrics; Test Closure.

Testing Tools: HP Quality Center 11 (ALM); JIRA; IBM Rational ClearCase; STAF, Auto-It; Exposure to HP UFT.

Configuration Management: WinCVS, SVN.

Operating Systems: Windows 9x series/2000/2003; Solaris 9/10.

RDBMS: SQL Server 2005/2008, Oracle 9i/10g.

Team Management: Resource Management; Work allocation; Guide and monitor team members

PROFESSIONAL EXPERIENCE:

Confidential, Wilmington, DE

Environment: Confidential CM, Genesys 8

Responsibilities:

• Responsible for testing and supporting IVR application.
• Co-ordination with business and developers.
• Log and Track defects; Retest Fixed Defects.

Confidential, Houston, TX

Environment: Confidential CM 6.1, Nortel MPS 3.0, Verint WFM 11.1, Inova 5.8, inContact, NICE WFM

Responsibilities:

• Responsible for testing and supporting contact center applications.
• Maintain and ensure the availability of Nortel MPS, Verint WFM and Inova.
• Co-ordination with business, developers, vendors and end users.
• Troubleshoot, analyze and fix issues encountered.
• Onsite-offshore co-ordination.

Confidential, Houston, TX

Test Lead

Environment: Genesys Voice Portal (GVP); Confidential S8720; NICE IM/WFM; Sales Force

Responsibilities:

• Lead the testing Telephony team; Train and mentor team members.
• Co-ordination with business, clients, developers and project managers.
• Involved in Requirement Analysis.
• Prepared Test Plan; Guided to prepare Test Cases and Test Data requirements.
• Perform troubleshooting and log analysis for issues encountered.
• Onsite-offshore co-ordination.

Confidential, Denver, CO

Test Delivery Lead

Environment: Cisco Voice Portal (CVP)/Genesys, SQL Server 2008

Responsibilities:

• Led the testing team; Planned testing activities
• Monitor, control and report on the test progress.
• Led the defect Triage calls for troubleshooting and analyzing defects.
• Provided support in fixing production issues; Tracked defects to closure.
• Co-ordinated with business, developers, project managers & other applications.

Confidential, Katy, TX

Sr. QA Analyst

Environment: Windows 2008, SQL Server 2008

Responsibilities:

• Prepared Test Plan, Test Data requirements, Test Cases and Traceability Matrix.
• Set up the test environment; Executed Test Cases.
• Logged and Tracked defects; Retested Fixed Defects.
• Co-ordinated with developers and client.

Confidential

Module Lead

Environment: Windows 2008, C++, SQL Server 2005/2008, Solaris 10, Oracle 10g, AIX, DB2; Avaya

Responsibilities:

• Worked with the team for email, chat channels and Operational Analyst.
• Validated integration of AIC with Confidential Aura OD and EP and developed scripts.
• Troubleshoot and correct environmental, telephony or script issues.
• Worked on automating the test activity using HP UFT, and performance testing.
• Prepared and executed test cases; Tracked defects using Rational ClearCase.

Confidential

Sr. Technical Associate

Environment: Confidential Interaction Center 7.2, Visual Basic, SQL Server 2008

Responsibilities:

• Responsible for designing, implementing and testing the solution.
• Responsible for AIC-Siebel integration.
• Responsible for developing IC workflows and scripts as per business rules.
• Analyzed and fixed production issues.

Confidential

Team Lead

Environment: Windows 2003/2008, C++, SQL Server 2005/2008, Solaris 10, Oracle 10g

Responsibilities:

• Led the testing team. Coached and mentored team members.
• Responsible for validation activities.
• Ensured test environment availability; Prepared and executed test cases.
• Analyze and rectify environmental and telephony issues.
• Reported and tracked defects using HP Quality Center and Rational ClearCase.

Confidential

Team Lead

Environment: Windows 2008, C#, .Net Framework, Cisco Voice Portal (CVP), SQL Server 2008

Responsibilities:

• Led and managed the testing team.
• Prepared Test Plan, Test Data requirements, Test Cases and Traceability Matrix.
• Set up the test environment, and executed Test Cases, offsite and onsite.
• Verified call flow, CTI integration and reports. Logged and Tracked defects.
• Supported the development team in fixing the defects through log analysis.
• Coordinated with onsite/offsite Project Managers, developers and client.