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.
• 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
• 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.
• 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.