PROFESSIONAL EXPERIENCE

Solutions Architect

Confidential - Austin, TX

• Participate in each stages of sales cycle from pre-sales, sales, solution design, implementation, and support hand-off. Supporting sales deliverables such as SOW and RFI/RFP
• Lead a team of developers and UX specialist to design and develop POCs and customer demos to assist in overall sales effort.
• Assess product roadmap and based on sales opportunities and customer feedback, influence product outcome by providing guidance to Product and Development teams
• Developed Journey Timeline app part of R&D which became so successful amongst customers that it became productized and offered part of Confidential standard Digital Connect package
• Maintain relationship and integrate with third party vendors such as Twilio, SFDC, and Synthetix

Senior Software Engineer

Confidential - Thornton, CO

• SME for Avaya Breeze, a robust platform for developing Unified Communications and Contact Center apps. Extensive knowledge of Breeze ecosystem, and API features including Call Intercept, Outbound Calling, Call Control, WebRTC, Real-Time Speech, SMS via WebText and Clickatell, Email, Avaya Scopia Conferencing, Context Store, Work Assignment, Co-Browsing, and Engagement Designer.
• Maintain relationship with DevConnect members and provide technical API support
• Designed and developed various Breeze snap-in’s for POC, Sales Team Demo, and Sample Code for members. Third party communicating snap-ins including Twitter Snap-in, Google Contacts Snap-in, Apigee Snap-in, and DocuSign Snap-in.
• Participated in design and implementation of AvayaLive Collaboratory, a PaaS Cloud Solution using VMware vSphere which allows subscribers full access to Breeze Cluster containing Avaya Aura and associated Breeze snap-ins.
• Took initiative to develop Breeze Tester, a snap-in which automates verification of Breeze components and associated snap-ins via friendly web interface. This reduced installation verification time by 80%
• Mentored and provided development guidance to Lehigh University students in part of Avaya and Lehigh partnership for Capstone Program. The end product was Telematic Snap-in which integrates automobiles with communications using Breeze.

Senior Software Engineer

Confidential - Denver, CO

• Develop and support Traffic and Transit 511 IVR applications and infrastructures under LogicTree’s SaaS solution for various clients such as Denver RTD, Los Angeles Go511, and Florida 511 using LogicTree’s proprietary VoxLinx Voice Platform. The IVR applications were developed using pure Java, JSP, Hibernate and Spring technologies deployed on Tomcat web server with configuration driven MySql database.
• Improved development practices by placing process and tools for incoming projects, customer issues, enhancement requests, source control, application build and deployment.
• Improved LogicTree’s proprietary MySql ETL Reporting which decreased support tickets by over 40%.
• Played lead software developer role on projects and mentored other developer

Senior Software Engineer

Confidential - Westminster, CO

• Developed applications and supported Avaya DevConnect members for Avaya Agile Communication Environment Web Services and Avaya Enablement Services, working with Java/C#.
• Designed and developed web based Help Desk sample application that demonstrated Avaya ACE Web Service Click-to-Call, Call Notifications, Presence Notifications, and Message Drop and Blast capabilities. The app was developed using HTML5, jQuery, and ICEFaces (an implementation of JavaServer Faces) that allowed server to client pushed events using AJAX Push technology.
• Created ACE Trainer, a Java Swing application, which demonstrated all API capabilities provided by Avaya ACE Web Services. This allowed DevConnect members to easily execute and daisy chain API’s without having deep knowledge of ACE, which in turn allowed developers to rapidly develop custom applications.
• Performed training and demo of Avaya ACE Web Services using Trainer application at the Avaya IAUG Boston Conference and Avaya DevConnect Code Camp. Received much great feedback from developers on how the ACE Trainer helped them get a head start in learning and developing applications.

Lead Software Engineer/Architect

Confidential - Lakewood, CO

• Designed global web application architecture for an online money-transfer transaction-processing application
• Designed and implemented RESTful middleware web service acting as proxy to various back-end systems which allows developers to focus on core product development
• Guided business process reengineering to migrate from legacy mainframe to internal J2EE system which resulted in reduction of ongoing development and support
• Document architecture design and standards and mentored developers
• Redesigned and implemented Genesys Framework integrated with Contact Center CTI Softphone
• Work alongside project managers advising on project scope and estimation

Senior Software Engineer

Confidential - Lakewood, CO

• Designed and developed transactional web-based application integrated with CTI Softphone using Agile SCRUM methodology. The success of this project resulted in $2 million in annual savings to contact center
• Improved operation efficiency by developing jBPM business process engine, reducing contact center personnel work task by 50%
• Improved performance and increased reliability by implementing Genesys platform high availability, redundancy, and fail-over for Genesys Framework and InfoMart Data Mart
• Developed Genesys Multimedia Softphone which supports incoming contact center emails, work tasks and interaction volume
• Lead developer for projects and mentoring junior developers

Software Engineer

Confidential - Lakewood, CO

• Developed, implemented and supported CTI and IVR software applications using Java, Servlets, VXML, and web services
• Installed, upgraded and supported Genesys Solutions Contact Center and IVR applications
• Developed and maintained Genesys Routing Strategies, InfoMart ETL, and overall Genesys Framework
• Developed and configured service desk ticket system using CA Service Desk
• Participated in testing process through test review and analysis, test witnessing and certification of software
• Wrote and maintained application functional specifications and supporting documentation
• Actively participated and facilitated troubleshooting process

TECHNICAL SKILLS

Customer Experience Technologies: Twilio, CTI/Softphone, Genesys (Framework, Routing, Info Mart, Voice Platform GVP, SDK, WFM, CCA ccPulse), Avaya (Breeze, Communication Manager, ACE, AES, Session Manager), IVR, WebRTC, Co-Browse, Nuance TTS/ASR, MRCP, Proactive Chat, IVA

Chat Bots: Howdyai Botkit, Rasa NLU, Microsoft LUIS, AIML, SpaCy, Sentiment Analysis, Deep Learning

Tools: /Vendors: Eclipse, GitHub Git, SVN, Slack, Amazon AWS, Heroku, WebSphere, JBoss, jBPM, Activiti, Apache, Jetty, jQuery, Bootstrap, VMware vSphere, NoSql, Mongo, MySql, SalesForce, DocuSign API, Google API, Twitter/Facebook API, Postman, JIRA, Rally, Hudson, Business Objects ETL, Wireshark