EXPERIENCE SUMMARY

• 9 years of experience in Contact Centre Technologies.
• Expertise in IVR applications development using Confidential Call Studio, VoiceXML 2.0, GrXML
• Experience in call routing and CTI using Confidential UCCE, Confidential ICM
• Experience in providing estimations for change requests and new projects
• Experience in web applications development using C#.Net and ASP.Net Visual studio 2005

TECHNICAL SKILLS

Confidential Contact Centre Technologies: Confidential Call Studio, Confidential Voice Portal (CVP), Confidential UCCE, ICM Script Editor

Programming Languages: Development Tools

Application Servers: VoiceXML 2.1, GrXML1.0, Core Java, C#.NET, ASP.NET2.

VisualStudio.NET IDE 2005, Eclipse IDE: Microsoft IIS6.0, Apache tomcat 6.0

Databases: SQL Server 2008

Operating Systems: Windows XP, Windows Server 2003 and 2008

PROFESSIONAL EXPERIENCE

Confidential

Lead - Technology

Responsibilities:

• Analyze the requirements specification and call flow documents
• Provide estimate based on the requirements
• Work with Technical Analyst and Business Team to get clarification with the requirements.
• Provide solution and design approach as per the requirements
• Does Code review and provide comments to the team
• Development of IVR Call Flows using Confidential Call Studio 9.0
• Resolving defects found during SQA Testing
• Create production release artifacts

Environment: CVP 8.5, CVP Call Studio 8.5, VoiceXML 2.1, UCCE

Confidential

Lead Administrator

Responsibilities:

• Analyze the requirements specification and call flow documents.
• Development of IVR Call Flows using Confidential Call Studio 9.0
• Prepare and execute unit test cases.
• Development of ICM scripts for call flows and call routing using ICM script editor 9.0
• Configuration of CVP Reporting server and Call studio applications in Operations console server for CVP reporting.
• Generate Reports using CUIC Tool from UCCE Historical/Real Time data and CVP Reporting data.

Environment: Confidential CVP, Confidential call studio, ICM script editor, UCCE, CUIC Reporting, Finesse Agent Desktop

Confidential

Senior Associate

Responsibilities:

• Analyze the requirements specification and call flow documents.
• Development of IVR Call Flows using Confidential Call Studio 9.0
• Prepare and execute unit test cases.
• Development of ICM scripts for call flows and call routing using ICM script editor 9.0
• Configuration of CVP Reporting server and Call studio applications in Operations console server for CVP reporting.
• Generate Reports using CUIC Tool from UCCE Historical/Real Time data and CVP Reporting data.
• Maintain Call studio IVR applications code in Visual SVN version control
• Creation of artifacts for QA and Production deployment.
• Prepare release notes
• Resolve defects found during QA and production cycle
• Provides estimations for change requests

Environment: Confidential CVP 9.0, Confidential call studio 9.0, ICM script editor, UCCE, CUIC Reporting, Finesse Agent Desktop and Visual SVN Version control

Confidential

Senior Associate

Responsibilities:

• Analysing the specification and call flow documents and also discussing with BAs to clarify the requirements.
• Development of IVR Call Flows using Confidential Call Studio 8.5.
• Resolving defects found during QA and UAT cycle.

Environment: CVP 8.5, CVP Call Studio 8.5, VoiceXML 2.1, UCCE

Confidential 

Programmer

Responsibilities:

• Analyzing specifications and understanding requirements
• Analysing the specification and call flow documents and also discussing with BAs to clarify the requirements.
• Development of IVR Call Flows using VoiceXML 2.0.
• Resolving defects found during QA and UAT cycle.
• Unit testing

Environment: Genesys GVP 6.5, VoiceXML, GrXML

Confidential

Software Engineer

Responsibilities:

• Analyzing specifications and understanding requirements
• Developing code to communicate with Sql server 2005 using C#.Net 2.0
• Creating database, tables and stored procedures in Sql server 2005
• Writing code for generate VXML code using Qwest.LangPack.VXML2.dll, C#.net 2.0 and ASP.Net 2.0
• Developing Client code for Web Services for reporting
• Developing grxml grammars to recognize speech and dtmf inputs
• Deploying application in Qwest Hosting Environment
• Unit testing

Environment: VoiceXML 2.0, Genesys Voice Platform (6.5.4), Web services, Windows Server 2003, ASP. Net, C#.Net 2.0, ADO.Net 2.0, SQL Server 2005, IIS6.0, Java script.

Confidential 

Software Engineer

Responsibilities:

• Analyzing specifications and understanding requirements
• Developing code to communicate with Sql server 2005 database using C#.Net 2.0.
• Creating database, tables and stored procedures in Sql server 2005
• Communicating with Mainframes using C#.Net 2.0 by tpconnector.dll
• Developing grxml grammars to recognize dtmf inputs
• Deploying application in Qwest Hosting Environment
• Unit testing

Environment: VoiceXML 2.0, Genesys Voice Platform (6.5.4), Web services, Windows Server 2003, ASP.Net 2.0, C#.Net 2.0, Main Frames, TD (Transaction Designer), TP (Transaction Processor), ADO.Net SQL Server 2005, IIS6.0, Java script.

Confidential 

Software Engineer

Responsibilities:

• Analyzing specifications and understanding requirements
• Developing VUI (Voice User Interface) by VXML 2.0
• Developing Client code for Web Services, File I/O operations and communicating with Sql server 2005 database in C#.Net 2.0
• Creating database, tables and stored procedures in Sql server 2005
• Developing grxml grammars to recognize speech and dtmf inputs
• Deploying application in Qwest Hosting Environment
• Unit testing.

Environment: VoiceXML 2.0, Genesys Voice Platform (6.5.4), Web services, Windows2003, ASP. Net, C#.Net, ADO.Net SQL Server 2005, IIS6.0, Java script.