SUMMARY

• Over 8 years of IT experience in Genesys Framework, Genesys Voice Portal (GVP) and Interactive Voice Response (IVR). Involved in complete SDLC including analysis, design, development, testing, implementation & maintenance of application software
• Over all 7+ years as Genesys developer under many platforms and libraries in all phases of large - scale software architecture, design, development and testing.
• Experience in configuring Genesys FW components, GVP components, Eservices components, Nuance and Genesys WFM components.
• Good knowledge of Genesys Framework, Genesys Outbound Solution, Genesys Voice Portal (GVP), Interactive Voice Response (IVR), Info Mart and Genesys e-services.
• Engineer and design business platforms and systems that will meet the company’s business needs.
• Experienced in using speech technologies like VXML to develop speech systems.
• Proficiency in analysis of speech systems requirements to transform them to a Voice user interface (VUI) design.
• Designed systems using different modes like mixed initiative mode and directed dialog mode.
• Experience in coordinating implementation activities within or across teams.
• Involved in complete Software development life cycle, which includes client interaction, design, development, testing, implementation and support.
• Possess good troubleshooting skills on Genesys Framework, call routing, IVR call flows and GVP.
• Lead the CTI support team by guiding my peers to the proper troubleshooting paths and acted as the final level of support before involving the vendors.
• Experienced in working on both Oracle and SQL Server databases
• Document data flow diagrams, Process flow, Business Impact and technical designs for reference and maintenance
• Extract, Transform and Load legacy data into Data warehouse and develop analytical SQL queries to generate reports using data in Data warehouse and Data marts
• Communicated with various telecom vendors, service partners, and outsource providers for support of our call center infrastructure.
• Highly motivated, effective team player with strong analytical and excellent communication skills.
• Coordinate and lead activities within customer care related production-down incidents to restore service to the customers.
• Provide an interrupted 24X7 support to customers by managing and coordinating shift rotations, on-call schedules.

TECHNICAL SKILLS

Tools: SIP, VoiceXML, CTI, IVR, VoiceXML, ASR, URS, IRD, T-Server, Stat Server, GSL, Speechworks, CTI, Framework, Call Concentrator, CC Pulse, call center process, Component Design; C/S and Multi-Tier Computing; Web GUI design, Avaya, ACD Nuance, Aspect, CCXML, ScanSoft,SpeechWorks, Natural and directed dialog

Databases: Oracle 11g/10g/, SQL Server 2005

Reporting Tools: Crystal Reports XI,Actuate 9, SQL Server

Other Utilities: Toad 10.1.1.8, PL/SQL Developer, Visual Source Safe, PVCS, CVS, HP Quality Center, AscentialVersion Control, Starteam,Control-M

Operating Systems: Sun Solaris, Red hat Linux, UNIX and Windows NT

PROFESSIONAL EXPERIENCE

Confidential, Columbus,OH

CTI/IVR Engineer

Responsibilities:

• Engineer and design business platform and systems that will meet the company business needs.
• Create, review and design high level functional or technical specifications to ensure design/functionality in line with the customer requirements.
• Complete understanding of the application technologies: Genesys FW, CME, URS, IRD, SCI, ICON, IM, GVP.
• Administer changes and database modifications through CME
• Design, develop, document and implement standard, integrated call handling processes (Routing strategies).
• Create and manage virtual agent groups, virtual queues for skill based routing.
• Developed IVR call flows, voice applications using Genesys Composer.
• Developed ASR/DTMF grammars using GrXML.
• Design and support Genesysrealtime and historical engines.
• Monitored complete platform via SCI
• Maintain and monitoring Genesys ETL and Infomart systems.
• Test IVR applications around call flow verification, call quality, functionality, usability and other metrics
• Maintained and update Genesys CTI FW, GVP
• Document changes to the Architecture configuration and hardware setup.
• Responsible for planning the implementation of new CTI technologies and technology upgrades.
• Schedules installations and upgrades and maintains them in accordance with customers established IT policies and procedures.
• Monitors and fine tunes the Genesys platform to achieve optimum performance levels.
• Analyze allocated task and understand low level and high level design, coding as per finalized technical specification, follow coding standards and best practices to check code quality, share developed code for review and rework on the code based on inputs if required.
• Identify unit test case scenarios based on design, prepare unit test cases and test data, conduct unit testing, fix defects identified during unit testing, prepare unit test document based on the test results and share the same for review.
• Provide periodic status update to supervisor and highlight/recommend any changes in design based on challenges faced during development.
• Attend user calls, and capture required information and incident details for logging.
• Make changes in the codes as required and run appropriate test, fix defects as and when required
• Workout solution for the error and transfer to change management, close the problem after validating the permanent fix rolled out to production.

Environment: Genesys FW 8.1, GVP 8.1, cme, ird, sci, ccpulse, datamart, Infomart, composer, genesyswfm Knowledge manager,Java script, vxml, tomcat,svn, sql server 2008, rhel, kazimir, sip log visualizer,np++

Confidential, Manhatten-NY

Genesys Developer/IVR

Responsibilities:

• Administer CTI middleware and WFM Configuration components (Directory Numbers, Skillsets, Agent IDs).
• Screen pops, multimedia support (email, chat) for call-center using Genesys Workforce management, In/Outbound calling, DMA, Configuration Manager, Skill based Routing, and reporting.
• Involved in designing and implementing Softphone using Genesys Agent Desktop.
• Worked with T-Server and URS logs in troubleshooting the Strategies.
• Worked with Nice IE and Avaya CMS.
• Using WFM’s to optically plan and dispatch various functions like - demand management, workforce management, workforce dispatcher and mobile solutions.ice
• Worked with Genesys Architect to gain knowledge in emphasizing Genesys reporting.
• Used CCPulse+, Call Concentrator and Infomart for real-time and historical reporting.
• Maintaining Genesys CTI product suite (CIM Framework, GVP, Routing)
• Involved in delivering projects using Genesys GVP components of version 7.x, 8.x (GQA, VCS, RM, MCP, IVR T Server, CTI Connector etc.)
• Have Call Center experience and understand overall Call Center concepts
• Exposure to Call Routing/Strategy Capabilities, CTI, and T-Server operations
• Experience in Nuance ASR and TTS Experience in working on Database
• Responsible for understanding the requirements and initial project scoping
• Translated the business requirements into implementation requirements
• Involved in creating the Technical System Design documents for the project
• Developed high level architecture diagrams and call flow designs
• Analyzed and documented IVR business rules for call routing and developed logical diagrams of the existing CTI routing scripts
• Administer CTI Applications
• Worked on Genesys Voice Platform (GVP)
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites
• Developed and implemented custom CCpulse+, CC Analyzer and Call Concentrator
• Involved in planning the strategies according to the requirements (i.e. agents, Geographic location, customers, and Time zones) for the project.
• Maintained and extended VXML for a voice application
• Completed skills based routing applications using Genesys Interaction Router
• Designed and developed Open Speech Recognition (OSR) and Speechify (TTS) applications using Genesys Voice Platform

Environment: Genesys FW 8.0/8.1, GVP 8.0/8.1, SIP, Genesys WFM, Nice, Nuance, Kazimir, Oracle 10g, SQL, PL/SQL, SQL*Loader, MS Access, TOAD, Java Script, UNIX, Windows XP/2000.

Confidential, Miami FL

CTI/IVR

Responsibilities:

• Installed Genesys 6.5 Internet Suite on Window 2000 Server
• Installed voice engines on the VCS box
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and reporting
• Developed and implemented custom CCPulse+, CC Analyzer and Call Concentrator.
• Involved in planning and designing routing strategies
• Completed skills based routing applications
• Integrated the Application to the Genesys CTI using VXML, TXML, and CCXML
• Used Microsoft Visual Source Safe 6.0 as source control
• Involved in designing the Relational database (Oracle Database)-
• Utilized ADO.NET for Oracle database interaction.
• Designed and developed Nuance ASR and Speechify TTS applications.
• Developed queuing and whisper applications using VXML on Nuance platform
• Developed greeting applications in the Genesys Studio.
• Developed VoiceXML applications using the QWCC platform.
• Involved in designing the Relational database (Oracle Database)
• Resolved the problem of viewing the agent logs by the customers using VXML and JavaScript
• Involved in designing applications using Open Speech dialog module
• Analyzed, designed and developed Relationship Pricing Model (RPM) application as part of 8-member project team using WSAD 5.1.2 IDE
• Developed VXML dialogs using Struts Action classes and JSP/servlets
• Implemented JSP pages with Struts Tiles to facilitate VUI component reuse. Also coded using JSTL, Struts based HTML, Logic and Bean tags to encapsulate server side functionality
• Worked with Business Analysts to create VUI design documents
• Coded client side validations in ECMAScript when caller provides DTMF or Voice inputs

Confidential

Genesys Developer

Responsibilities:

• Collect business requirements, JAD sessions, and writing technical design document.
• Analyzing customer requirements, and evaluating technology options, developing strategies, and recommendations to Call Center customers
• Setup, installation and maintenance of CTI Environment for voice and email routing.
• Created general infrastructure for Genesys framework and CTI support for call center
• 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. Also involved in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN, Route points, group agents/places.
• Created routing strategies, work flows, business process, KV pairs for routing.
• Integrated Siebel Call center application with Genesys softphone and CTI features using Siebel GenesysGPlus adaptors.
• Measure, monitor, and manage ACD performance and take appropriate actions based on the results.
• Screen pops, multimedia support (email, chat) for call-center using Genesys Workforce management, In/Outbound calling, DMA, Configuration Manager, Skill based Routing, and reporting.
• Implementation of Agent Desktop Screen pops.
• Administer CTI middleware and WFM Configuration components (Directory Numbers, Skillsets, Agent IDs)
• Administer CTI Applications
• Worked on Genesys Voice Platform (GVP)
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites
• Developed and implemented custom CC pulse+, CC Analyzer and Call Concentrator
• Involved in Planning the strategies according to the requirements (i.e. agents, Geographic location, customers, Time zones) for the project
• Involved in Creating and Testing routing strategies using IRD(GUI)
• Completed skills based routing applications using Genesys Interaction Router

Environment: Genesys - Framework(multi media), Voice and Media routing, Universal Routing Strategies using IRD, URS, CCPulse, CCAnalyzer, Statserver, Genesys Voice Portal (GVP), Inbound, Outbound, T-Server, IXN-Server, UCS, Email Server Java, StatServer, Call Concentrator, CME, SCI, DMA, ETL, GAD, IVR, VoiceXML, Oracle, Apache/Tomcat, Aspect, Oracle, XML, UML, GSL, Genesys Studio, Visio, Scansoft platform, OSR, SQL sever, T-Server, Call Concentrator, Siebel, Windows Server2003.