PROFESSIONAL SUMMARY:

• 7+ years of total work experience in professional software design, development and deployment.
• Wide range of technical expertise with architecture definition and implementation of various Enterprise and voice - based systems.

• Specialized in the area of Computer Telephony Integration(CTI), Universal Routing Server(URS), IRD(GUI), T-Server, Genesys Framework (version 6.5,7.0,7.5,7.6), Configuration Manager(CME), Universal Contact Server (UCS), Interaction Routing Designer(IRD), Interaction Server, Stat Server, Avaya 5.2, Avaya, Platform SDK 7.5 and 7.6, Knowledge on Interactive Voice Response (IVR) and Genesys Voice Platform 7.5 and 8.0 (GVP), Verint WFM (Work Force Management), Symon, NET, C#.NET, Web Services, VB. Support environment providing MS-SQL 2000/2003 Server Administration.
• Extensive Experience in installation, configuration and administration of MS SQL Server .
• Framework Installation, email routing Strategies in CCPulse+ and CCA.
• Strong object-oriented skills. Networking, databases, communications protocols, system management, distributed systems, graphical user-interfaces, middleware, XML based scripting languages.
• Worked on complete Life Cycle Development process, which includes analyzing business needs, documenting business information requirements, technical designs, development, integrating, Implementation and Production Support. Familiarity.
• Excellent organizational, interpersonal, verbal, written, and presentation skills.

TECHNICAL SKILLS:

Technology and Tools: CTI, URS, IRD, T - Server, Universal Contact Server (UCS), Interaction Server, Multimedia Server, Stat Server, GPlus Adapter, CC Pulse+, and CCA. Avaya 5.2, Avaya AIM Fault and Monitoring Performances tool, Avaya S8700, Avaya IP phone (9600 and 9650), and E911 Solution. Knowledge of WFM (Work Force Management), QM (Quality Monitoring Screen and Voice Agent Scorecard, Voice Recording and Call Back Assist. Component Design; Web GUI design, and Apache/Tomcat C#.net, Platform SDK API s, Web Services, Windows. Experience in HTML, XML, and VXML. MSCRM MS SQL 2000/05, SSIS and SSRS.

PROFESSIONAL EXPERIENCE:

Confidential, Berkeley heights, NJ

Genesys (CTI) Developer / Systems Integrator

Responsibilities:

• Primary role to support implementation of Genesys Solutions in DEV and progress it to other environments
• Create SDS (System Design Specification) for REMS (Risk Evaluation and Mitigation Strategy)IVR .Draw call flow flowchart.
• Verify Call flows and Prompts functionality of IVR for various line-of Celgene products. Call flow contain Normal call flow, Avaya Queue call flow, and Fail Over call flow.
• Exposure to Call Routing/Strategy Capabilities, CTI, and T-Server operations. Involved in Designing Call Routing/Strategy and modifying if needed. Hands on experiences on IRD.
• Experience with installation and configuration of various Genesys framework components
• Using third party tool to convert Window media file to VOX file. Experiences in modifying voice prompts, Enhance and create pitch clear sound used for IVR.
• Working with GVP 7.6 environment using EMPS and Genesys Voice platform.
• Ability to Track and trace call flow from PBX to Agent Desktop. Trace routing Strategy.Verify call flow by checking logs of Tserver/SIP server, VXML Logs and URS logs.
• Help team to troubleshoot any defect in any call flow.
• Successfully implemented new voice prompts and modify voice prompts and convert from Test to audio and process to vox. Modify CME to create new agents new Route points and other objects.
• Support test team to carry out testing help write test case and walk through whole testing process.
• Primary Developer/Systems Integrator on the project consisting to present an overview of the solution architecture and technical specifications for the implementation of Genesys framework
• Assist on pre and post deployment process on site and remote on environment.
• Create user s manual document and update as per requirement changes. Providing DEMO of product time to time helping user group to use tool and application.

Environment: Genesys Solution (Framework CME), SCI, IRD, URS, T-server, GVP, IVR, Acord Voice player, Gold wave, Genesys CTI Routing with the Avaya and MSSQL environment.

Confidential, Phoenix, AZ

Genesys (CTI) Developer / Systems Integrator

Responsibilities:

• The implementation of Genesys Solutions extends the functionality of Confidential existing telephony environment. The Genesys Gplus adapter for Microsoft CRM and the Genesys Outbound solution will utilize existing telephony infrastructure to route calls to agents and contact customers.
• Push preview and advanced routing will be implemented for user groups.
• Genesys Gplus adapter for MSCRM for desktop integration.
• Genesys Gplus adapter synchronizer set up to migrate records from CRM to OCS.
• Hemant is one of the primary Developer/Systems Integrator on the project consisting to present an overview of the solution architecture and technical specifications for the implementation of Genesys Outbound 7.6 solution with the Avaya S8700 switch upgraded Genesys software (primarily from 7.5 to 8.0/8.1), replacement of older Agent Soft phone with Gplus Adapter with Genesys 8.0 environment .
• The highlight of the project for Hemant with other system integrator is primarily the integration of Gplus Adapter with Microsoft CRM. To increased agent productivity by providing Genesys routing Strategy with CCP and CCA reporting. Complete solution is implemented Out of box functionality of the OCS; reporting and MSCRM Gplus adapter is implemented.
• Implemented Genesys Stats ticker on MSCRM page to view agent level stats in real time.
• Hemant, with assistance from additional members on his team, Genesys Support and Genesys Engineering, addressed each problematic area one by one with the customer’s involvement, for an overall resolution and proper blended outbound solutions and deployment.
• Hemant Assist on pre and post deployment process on site and remote on environment.
• Hemant also supported Quality assurances process for QA team for various test cycles to carryout testing on Functionality of Genesys Gplus Adapter
• Install and upgraded Genesys environment from 7.6 to 8.0. Genesys Gplus Adapter for MSCRM provides softphone functionality that integrates MSCRM with the Genesys solution suite.
• Analysis requirement on IVR and Genesys Voice Portal.
• Out of the box Installation of GVP and integration with IVR.
• Worked on SSIS packers and run SQL queries.
• Create user s manual document and update as per requirement changes. Providing DEMO of product time to time helping user group to use tool and application.

Environment: Genesys Solution (Framework CME), SCI, IRD, URS, T-server, OCMGenesys CTI Routing, Reporting with CCP, CCA, and Ticker stats, Genesys Gplus Adapter, Genesys Outbound 7.6-8.0 with the Avaya S8700, and MSSQL environment.

Confidential, Des Moines, IA

Genesys (CTI) Developer

Responsibilities:

• Gathering user requirements. Preparing specifications based on the requirement engineering
• Understanding the current telecom infrastructure and systems and Application Enhancement Specification as per requirement and giving Architecture plan.
• Develop high level architecture diagrams, Design flow using Visio
• Create Objects in CME for CICCS Small Development Minor Enhancement to work on a set of applications designed to simplify system administration, and provisioning.
• Worked on ICS to MCR migration which involved in complete life cycle of Design, Development, Testing, and Implementation into production and support during warranty period.
• Worked on Routing strategies for Email Routing and call routing. Created Subroutines, Business process in IWD.
• Make changes to Routing strategies and release and load strategy. Debug call flow using trace and logs events.
• Created User Guide for users for using Genesys Agent desktop (GAD) Application.
• Reading and Understanding URS logs and T-server logs for troubleshooting.
• Using Genesys Test phone and Java enable desktop phone for testing for call routing project for other LOBs.
• View and verify reports using Hyperion and MicroStrategy 9
• Used HPQC for testing and logging defects.
• Provided real time reporting using CCPulse+. Created custom reports for business clients that provided data on queue on both predefined and custom metrics.
• Familiarization with SIT and UAT testing with testing group and triage methodology.

Environment: Genesys Solution ( Framework CME), SCI, IRD,URS, T-server, OCM, Hyperion, Content Analyzer, Knowledge manager, Responses manager, MicroStrategy 9.2, HPQC, CCPulse+, CC Analyzer(CCA), GAD, Soft Phones, and T-server

Confidential, San Francisco, CA

Genesys CTI Developer

Responsibilities:

• Gathering user requirements.
• Preparing specifications based on the requirement engineering.
• Understanding the current telecom infrastructure and systems and Designing Genesys Architecture.
• Develop high level architecture diagrams, call flow design using Visio
• Analyze and document business rules for call routing and develop logical diagrams of the existing CTI routing script
• Involve in design reviews for CTI project using Platform SDK.
• Involved in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN, Route points, group agents/places.
• Installed the Genesys Framework Components including T Server, URS, Config Server, DB Server.
• Provided real time reporting using CCPulse+. Created custom reports for business clients that provided data on queue on both predefined and custom metrics. Created Web services for UI screen.
• Worked with Infomart 7.2 and 7.6 to generate Call Level Data.
• Worked with Data Source, CCAnalyser database, Brio and Infomart for reporting
• Upgrade .Net 2.0 to 3.0 and also was involved in upgrading Stat server from 7.5 to 7.6 and understating the configuration with Genesys.
• Worked with Infomart 7.2 and 7.6 to generate Call Level Data.
• Monitoring and Validating data from Stat server with reports
• Developed Real time reporting using Platform SDK using C#.Net. Created custom reports for business clients that provided data on agent, queue on both predefined and custom metrics.
• Used Genesys ActiveX Interfaces Desktop Tool Kit Version 7.1.000.06
• Worked with CME 7.5 A graphical user interface that allows to set up all applications used by a contact center or customer interaction network
• Worked with Avaya Nortel and Symposium switches.
• Use support soft phone for testing and support.
• Worked with Quality Monitoring for Live Monitoring, Reporting and Evaluations off DATA from switch
• Worked with Interaction Data between Switch and Genesys
• Troubleshoot the issues based on the logs
• Performances testing done on (GVH) Genesys Virtual Hold.
• Worked with Enhancements based on the requirement given by business
• Attend seminars with Genesys products like interactive Insights 7.6, Informiam 3.0.1, Infomart 7.6 and Aspect eWFM.
• Real time screen which refreshed every15seconda and last 30 minutes data for the queens.

Environment: Platform SDK 7.5,7.6, SIP Server, Config Manager, Infomart, CME 7.5.000.11, Universal Contact Server (UCS),SCI, Interaction Server, Web API Server, IRD, Knowledge Manager, Call Concentrator, GVH, CC Pulse, CC Analyzer(CCA), T-Server, Universal Routing Server, Stat Server, Solution Control Interface, IVR Server, DB Sever, Config Server,Genesys Studio, UNIX, Soft phone, .net, C#, WebServices, Avaya, Nortel and Symposium.

Confidential, Oakland, CA

Genesys Developer

Responsibilities:

• Involved in administering the GENESYS CTI infrastructure
• Administrating DB Server, Universal Routing Server, T-servers, Configuration Server, Solution Control Server, Stat Server
• Design, implement and maintain SQL Server Databases
• Worked and installed Genesys framework Components including T Server, URS, Config Server, DB Server.
• Worked on Upgrading TServer, URServer, Configuration Server, Interaction Server, UCS, and Server.
• Worked with Skill and Queue Based Routing.
• Developed Strategies, defined the architecture and participated in solution definitions.
• Upgraded and Migrated the Genesys components from 7.2 to 7.5
• Involved in designing Inbound Voice, Email and Chat solutions
• Installed Routing Statservers, Reporting statservers, ETL, Datasourcer, ODS.
• Involved in maintaining the outbound solutions
• Worked on troubleshooting issues looking at IRD, URS logs, T Server logs, Stat Server logs, CCPulse, Genesys soft phone
• Providing production support for the CTI services.
• Performance and Tuning of the system by doing the Query/Stored procedures optimization.
• Enhancing Query by dropping poorly involved indexes with new indexes.
• Performance Monitoring using Query Profiler.
• Involved in integration of IVR with Genesys CTI.
• Implementation on Virtual Hold. Carry out in depth testing on VH
• Used skills based and Service Level routing.
• Worked with T-Server, Interaction Server and URS logs in troubleshooting Business processes and Strategies.
• Worked with Genesys Architect to gain knowledge in emphasizing Genesys reporting.
• Generated CCPulse Real-time reports from Stat Server.
• Designed and documented high level functional requirements and low level design documents.
• Developed custom reports using CC pulse+, CC Analyzer and Call Concentrator.
• Involved in planning the strategies according to the requirements (agents, geographic location, customers and time zones) for the project.
• Worked with Avaya and Nortel switches environment
• Testing required Using soft phone.
• Maintained QA of Reporting metrics.
• Involved in creating and testing routing strategies and Business process using IRD(GUI)

Environment: CTI, IVR,URS, IRD, Server, Email Server, Chat Server, UCS, Interaction Server, CCAnalyser, Call Concentrator, Witness, OCM, OCS, Apache/Tomcat, JavaScript, JSP, XML, Virtual Hold(VH),UML, GSL, Genesys Studio, SQL Server 2000 & 2005, T-SQL, MS-Analysis Services, Genesys Voice Platform, Genesys CTI, Visio, ASR, TTS, T-Server, Avaya and Nortel.

Confidential

Business Analyst/Developer /System Tester

Responsibilities:

• Gathering the specifications for the application.
• Arranges meeting from Client to Development of web portal.
• Creating documentation on prototype of Form and Planning on the layout of the web services portal for generation monthly bills.
• Analyzing project in-depth requirement and setting up Development environment and production environment.
• Explain work flow using Visio, MS power Point and MS offices.
• Applying resources on the team, planning on production roll out.
• Documenting every meeting, release and other delivers.
• Interacting with development team on Client Requirement.
• Testing GUI for the standalone application.
• Unit testing each of the GUI objects (Front end Testing)
• Checking the database for data entry and retrieval (Backend Testing)
• Conducted data integrity testing by extensive use of SQL.
• Involved in Security Testing, System Testing, Validations on pages, Integration Testing, Parallel Testing and Regression Testing
• Tracking the bugs found using in house developed tool

Environment: VBScript, C# .net, Web services, MS Windows, SQL, QC(Quality Center), Ms Offices and Visio.

Confidential

Jr. Developer and QA

Responsibilities:

• Worked and Analyst and planed on getting Customer stratification feedback reports.
• Involved in requirements gathering with business.
• Translated the business requirements into implementation requirements
• Worked extensively on data source applications.
• Made outbound calls to users for feedback.
• Developed strategies, defined the architecture and participated in solution definitions.
• Extensive skills in writing SQL queries and procedures.
• Analyzed and documented and developed logical diagrams of the existing Call Center.
• Used XML based applications using the web services.
• Arrange team meeting, Annual met for all agent staff and members of project.
• Involved in creating the functional specifications and participated in design sessions.
• Provided technical and developmental methodologies for implementation.
• Conducted and give heads up on new product delivers and updates on Sales.
• Created Agent level repots using SQL 2000 to get updates on targets achieved in months.
• Set goals for team to retain customer.
• Developed applications that automatically control the Drop Rate for Outbound solutions using C#, .Net using API’s.
• Conducted QA for teams based on give measure.
• Developed applications using TCP/IP
• Responsible for audio recording sessions and tuning recommendations accordingly after deployment.

Environment: C# .NET, QA, SQL Server 2000, DTS packages, XML, Web logic, MS offices, Visio, and Web services.