PROFESSIONAL SUMMARY:

Confidential is a Senior Confidential /IVR Software Architect and Developer. He has more than 25 years experience in the Call Center Industry. Most recently he has worked within the Confidential Voice and IWD environments packages onto the Confidential platform.

WORK EXPERIENCE:

Confidential

Senior Lead Analyst/Programmer

Responsibilities:

• Responsible for onboarding and support of Confidential IWD Solution within Confidential, which routed 4000+ internal automated and manual tickets from a Confidential internal ticketing system. These tickets were routed to multiple technical teams within the Confidential Global Service Organization.
• Team member involved in effort to combine separate Confidential operational environments into a single Confidential supporting 30,000 Call Center Agents answering 3 million calls/day
• Project Lead on numerous projects including - Integration of Desktop TTY, Route Request Confidential facilitating warm TNT transfers, and CoBrowse.
• Tasked with developing Network Call Queuing solution which delivered call queuing in a SIP environment to be later delivered to an agent when available
• Principle Developer tasked with conversion from Premise Based Switches to Serving Site Model
• Build and maintain complex Routing Engine entirely driven by multiple list objects
• Principle developer for Confidential IRD and configuration updates while maintaining Code Repository and Development Environments
• Performed all levels of Project Support including providing project estimates, Comprehensive Risk Assessment and Audit of Confidential Applications and Environment, ensure reporting continuity, along with Unit & QA testing.

Confidential

Senior Confidential Programmer/Analyst

Responsibilities:

• Responsible for upgrade to Confidential Environment from 6.5 to 7.2
• Analyze upgrade impact upon current reporting and routing environment
• Provide Support for UAT and Production environments
• Integrate new call centers within the Confidential environment

Confidential

Senior IVR/ Confidential Programmer/Analyst

Responsibilities:

• Setup and Support of Confidential 7.0 Confidential Framework with routing to worldwide call centers.
• Set up new call centers with all necessary installation and configuration of Confidential 7.0 Confidential components.
• Develop, test and install Confidential IRD Routing Strategies
• Installed and Developed IVR interface with Confidential environment
• Provided proof of concept and initial designs for Periphonics IVR application components including Speech Recognition with Scan Soft
• Installed object oriented Periphonics IVR application using modular interface with table driven object
• Design and Program XML interface for IVR backend services
• Provided Documentation and for local IVR programmers

Confidential

Senior IVR Architect/Programmer/Analyst

Responsibilities:

• Integrated XML communication within existing IVR application within Confidential header utilizing the HTMLS daemon connecting with Confidential (See Confidential s eGate)
• Using PeriProducer, installed Periphonics IVR application module to read Confidential response and deliver indicated messages

Confidential

Senior IVR Architect/Programmer/Analyst

Responsibilities:

• Developed Periphonics/PeriProducer IVR application with administrative features for Confidential
• Developed object oriented Periphonics/PeriProducer IVR application using modular interface with table driven objects
• Application included: Speech Recognition with Large vocabulary Voice Recognition, Fax back, appointment setup at one of 10 customer sites using mainframe interface, customer message recording
• Periphonics IVR Administrative application included transcription of customer messages, open/closed scheduling for customer transfers to telephone service center, holiday scheduling and messages, maintenance of transfer destinations and application messages

Confidential

Senior IVR Programmer/Analyst

Responsibilities:

• Provided Nuance grammar development for Periphonics/PeriProducer IVR applications using speech recognition
• Advised and guided setup for scaleable Periphonics/PeriProducer IVR application architecture based on design implemented an Sprint CCS
• Advised PM team on Periphonics IVR design in accordance with customer specifications

Confidential

Senior IVR Architect/Programmer/Analyst

Responsibilities:

• Provided application development, integration and support for multiple applications within a national Periphonics IVR network
• Designed, coded and implemented Periphonics/PeriProducer IVR application to accept credit card payments with real-time processing utilizing TCP/IP
• Provided development and design assistance with multiple Confidential projects using both Confidential and Confidential products.
• Migrated Nortel IVR applications to the Periphonics platform.
• Member of redesign team tasked with designing and developing an scaleable IVR application architecture using speech recognition

Confidential

Senior IVR Programmer/Analyst

Responsibilities:

• Provide maintenance and support for high volume 1000 port Periphonics IVR system at Confidential \Design, code, and integrate application changes as applied to Periphonics/PeriProducer IVR call scripting using standard functionality as well as voice recognition and test to speech technologies
• Design, code and integrate statistical reports within IVR using statistical reporting language and C coding
• Support testing and implementation of Confidential using Confidential Interface with Confidential Peripheral Confidential
• Provide weekly status updates on all pending projects