SUMMARY:

• 7+ years of total experience in the area of Computer Telephony Integration(CTI), Universal Routing Server(URS), IRD(GUI), T - Server, Stat Server, reporting, Genesys Framework 8.x, Genesys Voice Portal 8(GVP), Interactive Voice Response (IVR), Genesys composer 8, VUI design using VoiceXML, G Plus adapters. Networking, databases, communication protocols, system management, graphical user-interfaces, middleware, XML based scripting languages.
• Extensive experience in writing IVR Test Plans, Test Cases and executing them.
• Responsible for testing CTI Connectivity and Transfer.
• Reviewed Tserver Logs, Iserver Logs, URS logs and Pop Gateway logs.
• Experienced in testing VRU/CTI, Web systems and Client/Server based commercial applications.
• Experience in writing SQL Queries to extract data for testing IVR applications.
• Experience in reviewing Tserver and OSR logs.
• Excellent oral and written communication skills combined with good business acumen
• Self-motivated, pro-active, innovative and approaches challenges with a positive attitude

TECHNICAL SKILLS:

VoIP technologies: Expertise in building provisioning server for Polycom VoIP phones, web phone, TCP/IP, HTTP, FTP, SMTP, SIP, SDP.

Telecom Technologies: CTI, IVR, MIS, VoiceXML, ASR, URS, IRD, T-Server, SIP server, Stream Manager, Universal Contact server (UCS),Interaction Server, Start Server

Programming Languages: C, C++, XML

Operating System: WINDOWS, LINUX, UNIX

Networking Technologies: SIP signaling, RTP streaming, and voice compression

Application Packages: CTI, Framework, Call Concentrator, CC Pulse, CC Analyzer, Soft Phone Development, T-Server, GVP, Stat Server

Web Technologies: JavaScript, XML, CSS, HTML

Tools: Visual Studio, SQL Server Management Studio (SSMS)

PROFESSIONAL EXPERIENCE:

Confidential

CTI/IVR Dev/Call center

Responsibilities:

• Configured the VDNs and did program the vectors in the Switch.
• Worked on IWD distributing the e-mails from the customers to the agents.
• Involved in design and development of thin client version of soft phone
• Involved in the development of DOM parsing, SQL procedures, Audio recording sessions and tuning recommendations accordingly after deployment
• Involved in integration of IVR with Genesys CTI
• Created and strategies in IRD and compiled and tested.
• Involved in building custom reports using CC pulse, Infomart, CC Analyzer
• Used Genesys Email.
• Implemented Genesys reporting functionality.
• Create database queries and configure End to End Real time and historical Reporting using CC Pulse+ and CC Analyzer
• Historical Reporting using CC Analyzer - Configuration Setup using ETL runtime, Data Sources and Database
• Involved in designing the Call-flow, grammar spec’s, and dialog development.
• Responsible for audio recording sessions and tuning recommendations accordingly after deployment.

Confidential

Genesys CTI/IVR Dev and Engineer/call center

Responsibilities:

• Loaded strategies on the route points.
• Used Genesys CME in configuring the resources and environments.
• Involved in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN, Route points, group agents/places
• Working with Support team for fixing the defects in the production.
• Involved in writing routing strategies and setting up Genesys URS. The routing (intelligent routing) is based on the skill based routing defined for each of the group.
• Developed intelligent call routing strategies on the route points and percentage routing configurations.
• Involved in requirement collection and making functional and technical specifications
• Responsible for maintenance of Inbound and Outbound Environments
• Configured the VDNs and applied the vectors in the Switch.
• Involved in integration of IVR with Genesys CTI
• Created and strategies in IRD and compiled and tested.
• Involved in building custom reports using CC Pulse.
• Configured Session agents on SBC.

Confidential

Genesys CTI

Responsibilities:

• Built provisioning server for Polycom VoIP phones.
• Provisioned about 120 phones for various branches.
• Responsible for deployment and any production issues.
• Developed an automated tool for provisioning the phones.
• Found a solution for the headset compatibility issue for new VoIP phones.
• Designed and documented existing and proposed Genesys infrastructure.
• Worked with call routing team in building, testing and implementing the routing strategies using IRD 8.1.
• Involved in planning the strategies according to the requirements (i.e. agents, Geographic location, customers, and
• Time zones) for the project.
• Used Genesys Composer 8.1
• Utilized re-usable objects in IRD such as Routing Rules, Business rules, Attributes, Interaction Data etc.
• Used Genesys CME in configuring the resources and environments.
• Developed high level architecture diagrams, call flow design.
• Involved in designing architecture framework for routing the calls using different objects such as agent, queues,
• Places, DN, Route points, group agents/places

Confidential

Genesys CTI/ Call center

Responsibilities:

• Used Genesys CME in configuring the resources and environments.
• Involved in setup of IP Based IVR.
• Integrated Siebel Call center application with Genesys soft phone and CTI features using Siebel Genesys G Plus adaptors.
• Worked with Nuance TTS and ASR
• Involved in designing of framework for IVR.
• Used skills based and Service Level routing
• Worked with Genesys Architect to gain knowledge in emphasizing Genesys reporting.
• Designing Routing strategies using Genesys Interaction Routing Designer (IRD). Involved in writing routing strategies and setting up Genesys URS. The routing is based on the skill based routing defined for each of the group.
• Provided real time reporting using CC Pulse. Created custom reports for business clients that provided data on agent, queue on both predefined and custom metrics.
• Developed Greeting applications in the Genesys studio

Confidential

QA Analyst

Responsibilities:

• Prepared Test Plan, Test Cases using Business requirements document and Functional requirements document of the system.
• Actively involved in specifications, requirements meetings and development of Test Plan and Test scripts using the fun specs.
• Involved in performing Functionality testing, Validation testing, Negative and Positive testing, testing manually on the first release of the application.
• Used Query Browser and Schema Brower of TOAD interface to write the SQL Scripts and to check the constraints of the tables.
• Modified and maintained test cases with changes in application interface and navigation flow.
• Prioritized and reported defects using Test director, to present documents and reports in weekly team meetings.
• Actively participated in all phases of testing life cycle.
• Performed End-to-End testing after bug fixes and modifications.
• Participated in weekly status meeting, coordinated with the developers and testers to resolve the defects and in closing them.