TECHNICAL SKILLS:

Development Tools: Avaya Orchestration Designer, Avaya Dialog Designer, Avaya IR Designer, GVP Composer 8.0

Voice Platform: Avaya Voice Portal, Avaya IR, Contarra Cameleon Platform, Genesys Voice Platform, Voxeo Prophecy, IBM WebSphere Voice Response for AIX

CTI Platforms: Avaya AES, Genesys, Aspect System Management Suite, Genesys Integration Server, WeAPIs, MultiMedia, AmazonConnect

Language: CTTalk, VXML,SQL, Java, JSP/Servlets

Database: Oracle, Postgres, IBM DB2, MS SQL, MySQL

IDE: Eclipse, IBM RAD

App Server/Web Server: IBM WebSphere 6.x/7.x, Apache Tomcat

Operating System: Windows, Fedora Linux, Solaris

Database Client Tool: pgAdmin III, SQL Developer, DB Vizulizer

CRM Tools: Siebel CRM, Pega PRPC, SalesForce

Telecom Tools: Avaya CMS, Avaya Communication Manager, Genesys CME, Genesys SCI, ATT RouteIt, Cisco CUCM

Multimedia Applications: Genesys Chat, Genesys Agent Desktop

PROFESSIONAL EXPERIENCE:

Confidential

Module Lead

Responsibilities:

• Understands and advocates architecture priinciples and articulate value proposition of architecture to business and technology partners
• Develops Architectural strategy for contact center domain
• Chairing and managing an architecture reviews
• Providing support to team members in technical issues and development.
• Demonstrates deep knowledge of contact center applicatins/products
• Maintains relationship within organizations and leverages them when needed
• Capable of leading large/complex software development projects
• Providing Subject Matter Expertise to support team on Genesys solutions and Confidential application issues.

Confidential

Module Lead

Responsibilities:

• Interacting with Vendors to finalize solution architecture
• Interacting with Clients to understand their requirements and providing appropriate solutions
• Working with management while responding to proposals
• Providing component level estimation and development efforts estimation for the Call Center Solution
• Responsible for on time delivery of Design Documents
• Responsible for end to end delivery starting from Requirements gathering to Implementation.
• Providing support to team members in technical issues and development
• Supporting existing MMIS Call Center Solution

Confidential

Onsite Lead

Responsibilities:

• Interacting with clients on day to day basis to understand their new requirements as well as supporting their call center operations.
• Working with different vendors for new requirements and supporting existing infrastructure
• Responsible for on time delivery of enhancements
• Responsible for making sure that SLAs are met for all L3 level support tickets
• Aspect System Management Suite, Aspect Uniphi Connect, Nice Perform 3.1, Siebel 8.0

Survey Manager

Project Lead

Responsibilities:

• Capturing requirements from the business
• Providing estimation and delivering changes on time
• Leading team in all technical design and development aspects
• Documenting business and technical designs
• Developing VXML based Confidential call flow for Confidential module
• VXML 2.1, Core Java, JSP/Servlets, Voxeo Prophecy 10.0, Avaya Voice Portal 5.1, Genesys Voice Platform 8.0

Confidential

L2 Support Offshore Lead

Responsibility:

• Call flow development
• Enhancement request
• Issue resolution
• Providing time estimation/effort estimation for major enhancements
• Business communication on various issues and enhancements
• Providing activity reports to management and assignment of issues to different team members

Software / Tools / Technology Used: Avaya Dialog Designer 4.1.7, IBM Web Sphere 6.1, Oracle 10g, Avaya IR 3.0, Avaya Confidential Designer 6.0, Remedy Ticketing Tool, Nuance OSR 3.0, Nuance Dialog Modules

Confidential

Module Lead and Onsite Developer

Responsibility:

• Designing of application
• Development and unit testing
• Bug - fixing and Integration testing
• On-site Deployment

Software / Tools / Technology Used: Avaya Dialog Designer 4.1, IBM WebSphere 6.1,IBM DB2, Right FAX API, Avaya Voice Portal 4.1, Nuance Recognizer 9.0

Confidential

Developer

Responsibility:

• Designing of the application
• Development
• Unit Testing and bug fixing
• Support to onsite team

Software / Tools / Technology Used: Avaya Dialog Designer 4.1.7, Oracle 10g, Avaya Voice Portal 4.1, IBM Web Sphere 6.1

Confidential

Developer, Offshore Support Engineer

Responsibility:

• Development
• Unit testing and bug fixing
• Support to Onsite team

Software / Tools / Technology Used: Avaya Dialog Designer 4.1.7, Oracle 10g, Avaya Voice Portal 4.1, IBM Web Sphere 6.1

Confidential

Project Lead

Responsibility:

• Requirement gathering of Confidential application
• Call-flow and application design
• Application and call flow development
• Unit Testing and bug fixing
• Remote Deployment
• Warranty Support

Software / Tools / Technology Used: CTTalk, MS SQL 2005

Confidential

Project Lead

Responsibility:

• Requirement gathering of Confidential application
• Call-flow and application design
• Application and call flow development
• Unit Testing and bug fixing
• Onsite Deployment
• Warranty Support

Software / Tools / Technology Used: CTTalk, MS SQL 2005

Confidential

Project Lead

Responsibility:

• Requirement gathering of Confidential application
• Call-flow and application design
• Application and call flow development
• Unit Testing and bug fixing

Software / Tools / Technology Used: CTTalk, MS SQL 2005

Confidential

Developer, support engineer

Responsibility:

• Development
• Warranty Support

Software / Tools / Technology Used: CTTalk, MS SQL 2005