PROFESSIONAL SUMMARY:

• Specialized in the area of Computer Telephony Integration (CTI), Genesys Framework (version 7.x and 8.x, Platform SDK 7.5 and 7.6, Support Voices based application (IVR), WebSphere application server, MS - SQL 2000/2003 Server Administration.
• As a member of support team contribute to the design, and end to end deployment in mixed environment of Linux, Unix and Windows with a primary emphasis in Linux.
• Extensive Experience in Framework Installation, routing Strategies, Reporting and configuration of Genesys Components
• Ability to execute queries in SQL and Administration of MS SQL Server 2000 /2005.
• Worked on complete Life Cycle Development process, which includes analyzing business needs, documenting business information requirements, technical designs, development, integrating, Unit Testing, Implementation and Production Support.
• Excellent organizational, interpersonal, verbal, written, and presentation skills.
• Recently attend Genesys Training on SIP fundamentals and SIP Development.

TECHNICAL SKILLS:

Genesys CTI Framework: URS, IRD, T-Server, Interaction Server, Mutlimedia server, StatServer, CC Pulse +, CCA, DB Servers,, Call-center process, and Web GUI design.

Experiences on: SQL 2005, SQL 2008, SSIS package, SQL Plus (Oracle 9i), and MySQL.

Understanding of: Web Logic Server Domains, including WebSphere, Apache, Tomcat, etc.

Knowledge of: WFM (Work Force Management), QM (Quality Monitoring Screen and Voice Agent Scorecard, Voice Recording and Call Back Assist.

Knowledge of: SIP Fundamentals and eServices (email & chat).

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, CA

Genesys Platform Engineer

• Worked on Genesys Platform as Platform engineer in for multitenant environment.
• Duties cover installation, configuration and support Genesys Platform.
• Experience with Linux/Unix OS system administration, configuration, troubleshooting, performance tuning, preventative maintenance, and security procedures.
• Primary role was to support Genesys using Linux Servers and Linux based applications. Support our ever growing needs across the enterprise.
• Determine configuration and operational requirements for development team.
• Working knowledge of production support processes, using Remedy for incident/change/problem management and ticketing workflow.
• Reviewing T-Server, URS logs and troubleshooting issues, to resolve issues and incident created by accounts manager/LOB’s
• Provided Genesys Application Support as per on call rotation schedule.
• Work with Genesys support and third party vendors to support application and Create, input, reconcile, log, track, audit and resolve transactions and discrepancies while interacting with teammates to clarify/resolve issues.
• Monitor system activity including application smoke test activities during pre and post production implementations.
• Monitor Call during traffic switch between sites during deployment process in Production.
• Maintenance and support of T-server, gplus adapter, stat server and agent info in persons on CME.
• Worked on Genesys CCPluse+ for various team across Confidential and help them to setup profiles and application on local desktops.
• Provide training on Genesys CCPulse on creating various view and sve workspaces.
• Working knowledge and hands on experiences on Genesys,CME, Genesys Administrator
• Knowledge of Database stored procedures, functions, views, triggers and scripting

Applications: Genesys IVR and Oracle Identity Manager

• Duties cover a large array of tasks from rack mounting and installing servers, and appliances, to designing and implementing Linux focused enterprise level applications and clusters.
• Primary role was to support Linux Servers and Linux based applications. Support our ever growing needs across the enterprise.
• Determine configuration and operational requirements for development team.
• Working knowledge of production support processes, using BMC Remedy for incident/change/problem management and ticketing workflow. Reviewing the logs and troubleshooting issues, using Vista logs for IVR related issues and incident created by accounts manager
• Understanding of networking concepts from a server and application perspective, such as the impact that switching, routing, and firewalls have on servers, as well as host based firewall configuration. Provided 24X7 Application Support across multiple application at visa.
• Support production reporting, inventory administration (procurement, and storage), and Reconciliation, of ongoing job. Supporting OIM application.
• Create, input, reconcile, log, track, audit and resolve transactions and discrepancies while interacting with teammates to clarify/resolve issues.
• Determine root cause for service failure and support escalation
• Monitor system activity including application smoke test activities during pre and post production implementations.
• Monitor Call during traffic switch between sites during deployment process in Production.
• Maintenance and support of IVR application on WebSphere for Lower environments. Worked with Multiple clusters environment.
• Working knowledge of Genesys Sip Server, CME, Genesys Administrator
• Understanding of GVP 8 Architecture and integration with SIP Server.
• Testing of VOX file using Accord and Goldwave players. Worked on Deployment of VOX file using Repliweb tool.
• Knowledge of Experience with shell scripting, PERL or other related automation techniques
• Build tools/ scripts to automate production support activities that enable efficiency and productivity of Service desk and other operations groups.
• Knowledge of Database stored procedures, functions, views, triggers and scripting

Genesys Support and SME

• Provided real time reporting using CCPulse, CCA. Created custom reports for business clients that provided data on agent, queue on both predefined and custom metrics.
• Generated CCPulse Real-time reports from Stat Server.
• Developed reports using CC pulse+, CC Analyzer by using different reporting components.
• Support the effort of creation of Test Plan, Detailed Test Plan, Test Cases and other testing deliverables in accordance with SDLC guidelines via manual toolsets.
• Writing test case for negative and positive scenarios.
• Work closely with the QA Organization in leading the development of Regression and Functional Test Cases to meet release and project deliverables.
• Experience with automated testing tools such as Selenium IDE Play and Record and export to Rspec code.Lead in the creation of Manual Test Plans for and GENESYS CTI infrastructure.
• Develop Test Scripts which can be used for automated as well as manual testing. Analyze changes that span application test team and functional processes to ensure all impacts have been identified for testing.
• Worked on troubleshooting issues looking at all logs like URS logs, T Server logs, Interaction Server logs, Stat Server logs.
• Install and Configure ICON config database for reporting tool including feeding customized attached data from various data sources.Estimated database sizing for ICON.
• Work with Remedy tickets. And supporting Production release and activity.
• Upgrade Stat Server for Historical reporting and real-time reporting from 7.x to 8.x
• Upgrade 6.5 to 7.6 CCA in DEV. and Production environment.
• Creating requirement and specification document for Email activity router for GPlus adapter.
• Limited knolowdge on IEX (interection work space).Supported Password change request for Agent.

Environment: Genesys Solution (Framework CME), SCI, IRD, URS, T-server, NICE IEX workforce Management, ESM (Remedy) Toad for Oracle client and MS offices CCP,CCA and ICON.

Genesys Framework Support

Responsibilities:

• Primary role to support implementation of Genesys Solutions in DEV and progress it to other environments
• Create SDS (System Design Specification) for REMS 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 voic prompts, Enhance and create pitch clear sound used for IVR.
• Working with GVP 7.6 environment using EMPS and Genesys Voice platform. Knowledge of GVP 8.0.
• Trace routing Strategy, track call in GVP EMPS.Verify call flow by checking logs of SIP-Tserver, VXML Logs and URS logs.Assist team to troubleshoot defect in any call flow.
• Successfully implemented new voice prompts and modify voice prompts and convert from TTS to vox. Administration of CME to modify or create new agents new Route points and other objects.
• Support testing team to carryout testing help write test case and walk through whole testing process. Smoke test DEV environment and progress it to other environments.
• Assist on pre and post deployment process on site and remote on environment.
• Create user references 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-SIP, IVR, Acord Voice player, Gold wave, Genesys CTI Routing with the Avaya and MSSQL environment.

Genesys Systems Integrator /Genesys Support

Responsibilities:

• The implementation of Genesys Solutions extends the functionality of EDMC 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 was 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.
• Primary role was to 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 Desk Soft phone with Gplus Adapter with Genesys 8.0 environment .
• Used Genesys routing Strategy with CCP and CCA reporting. Complete solution was 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.
• Provide Genesys Support, addressed each problematic area one by one with the customer’s involvement, for an overall resolution and proper blended outbound solutions and deployment.
• Assist on pre and post deployment process on site and remote on environment.
• Lead and supported Quality assurances process for QA team for various test cycles to carryout testing on Functionality of Genesys Gplus Adapter
• Create user references 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, OCM, Genesys 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.

Genesys SME

Responsibilities:

• Gathering user requirements. Preparing specifications based on the requirement engineering
• Understanding the current telecom infrastructure and systems and Application Enhancement Specification (AES) 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,

Genesys CTI Integrator and support

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.
• Knowledge of 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.
• 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
• Use support soft phone for testing and support.
• Worked with Quality Monitoring for Live Monitoring, Reporting and Evaluations off DATA from switch
• Troubleshoot the issues based on the logs
• 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: Genesys Framework, Platform SDK 7.6, CME 7.5, Interaction Server, Web API Server, IRD, CCPulse, CCAnalyzer(CCA), T-Server, Universal Routing Server, Stat Server, Solution Control Interface, Soft phone, .net, C#, WebServices, Avaya and Symposium Switch’s.

Genesys Support /System integrator

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 Training Server.
• 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, Training Server, Email Server, Chat Server, UCS, CCAnalyser, Call Concentrator, OCM, OCS, Genesys Studio, SQL Server 2000 & 2005, T-SQL, MS-Analysis Services, Visio, T-Server, and Avaya Switch.

Programmer Analyst

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.