SUMMARY

• 11+ years of relevant experience in the field of Contact Center Technology and CRM, donning various hats viz, IVR Developer, Business Analyst, Product Support Engineer and Contact Center Consultant in full life cycle development including development, deployment, testing, documentation, implementation, maintenance and support of application software in web - based environments and Client/Server architectures using JAVA/J2EE
• Having experience on CVP, Genesys composer, Nuance IVR (NDF IVR - Inbound/Outbound) on Cisco and Genesys Voice platform.
• Having experience in developing and implementing end to end IVR solutions utilizing VXML, J2EE, Cisco,Genesys Nuance, CTI, Siebel CRM, Distributed Enterprise & Web Applications architectures
• Having experience on creating speech grammar (GRXML)
• Having experience in Cisco call studio 8.5, 10.5 & 11.6.
• Rich experience in providing 360-degree approach in analyzing Contact Center Requirement(s) and providing end to end architecture framework starting from Call Routing & CTI to Reporting, including Aspect WFM/ALM and Nice Call recording.
• Having experience in Production support, generating logs and performing detailed investigation of the issue.
• Having experience in fixing the production issues in less time.
• Strong background in many areas including IVR development, Migrating Contact Centers with inbound, outbound, chat and email channels across locations On Premise and from On Premise to Cloud, Building CTI Connectors, CRM Workflows, Developing Line of Business applications and Reporting tools for Contact Center needs
• Experience in using Nuance ASR and Text-to-Speech (TTS) tools to create both Touch-tone (DTMF) and Voice Applications
• Having Good Experience on Spring IOC, MVC, Struts1, 2,
• Having Good Experience in developing customized Light weight persistent classes and ORM Framework (Hibernate4.0, JPA3.0)
• Experienced in developing reusable code for ApplicationRoot.jsp, Header, Footer using JSF and JSP. Developed Struts View Components, Action Classes, JSP’s and configuration components while employing MVC, Data Access Object, Session Façade, Service locator and Factory design patterns.
• Having Good experience on HTML 5,CSS, JavaScript, jQuery, JMS, Web services (Soap/Restful).
• Having Good Experience on XML, XSD
• Having Good Knowledge on Java/J2EE Design Patterns.
• Having Good Experience on JBOSS Application Server and Tomcat Web Server
• Having Good Experience on Junit,Mockito
• Good experience in Test Cases Design, Test Data Identification, Test Data Preparation and Manual Testing.
• Hands on experience in SQL Server 2010, Oracle 10g on Windows Platform.
• Hands on experience in Control System CVS, SVN, IBM ClearCase
• Hands on experience in using IDE like Eclipse, Spring Tool Suit.
• Adept in utilizing Avaya tools like: Avaya Dialog Designer 4.x Interactive Response systems,Avaya Aura, VPMS
• Having experience in Genesys composer and Avaya Orchestration
• Good Knowledge in Agile Methodology.

TECHNICAL SKILLS

Java/J2EE Technologies: Spring IOC&MVC&AOP, Struts1, Servlets, JSP (EL, JSTL, Custom Tags), Junit, Hibernate 3.x, JPA2.0, Log4J, Java Beans, JDBC, JMS, JNDI.

Web Technologies: XML, XSD, XSLT, SAX, DOM, CSS, Java Script,J Query, HTML, AJAX,, Web services (SOAP, WSDL, Axis), Apache POI

Application Servers: JBoss 6.x/7.x, Tomcat 6.x/7.x

Cisco tool: Call studio 8.5,9.5, 10.5 & 11.6.

Programming Languages: Java, SQL, C++

Database Technologies: Oracle 10g, SQL Server 2010.

IDE: STS3.0, Eclipse 3.x, NetBeans

Operating Systems: Windows, UNIX, Linux

Source Control: Rational ClearCase, CVS, SVN,Checkstyle

Methodologies: Waterfall model, agile scrum.

PROFESSIONAL EXPERIENCE

Confidential, Port Beach, CA

Sr. IVR Developer

Responsibilities:

• Responsible for providing self-service solutions including speech enabled and touch tone interactive voice response (IVR) solutions
• Developed custom grammars for client speech call flow request within Nuance Speech Recognizer.
• Extensively worked with VXML, GRXML in implementing the call flow for the IVR application and ICM scripting
• Implemented Speech-to-Text and Text-to-Speech using Nuance.
• Create SOAP and REST services using java and new IVR call flows using VXML 2.0
• Involved in writing JSP and JSF components for enhancing the existing IVR application. Used JSTL Tag library (Core, Logic, Nested, Beans) to create standard dynamic web pages.
• Developed custom tag libraries and whisper tones using VoiceXML and JSP.
• Enhanced and maintained phone control, transfers, call routing and advanced call reporting functionalities of CTI.
• Working on production support and acknowledging the production issue in less time.
• Coordinated with the other IVR developers and discussed the best IVR project implementation methods.
• Developed both DTMF & SPEECH oriented IVR applications.
• Developed reusable code for ApplicationRoot.jsp, Header, Footer using JSF and JSP.
• Developed Struts View Components, Action Classes, JSP’s and configuration components while employing MVC, Data Access Object, Session Façade, Service locator and Factory design patterns.
• Responsible for creating Smoke, Sanity, Regression automation Testing scripts for Applications code changes Using Empirix Hammer automation tool.
• Working with business to gather requirements on new enhancements and delivering them in time.
• Creating Nuance ASR and Text-to-Speech (TTS) tools to create both Touch-tone (DTMF)
• Creating speech Grammar using NLU scripting (GRXML)
• Creating Ezy script for Outbound calls.
• Creating web utiles using springboot, JPA.spring batch,ActiveMQ
• Creating Java script, Jquery for speech grammar.
• Writing Web Services Using Soap & Restful.
• Working IVR Data Window module.
• Supports to the Application make sure that issue is fixed and sent in next ongoing patch.

Environment: IVR (Cisco CVP), Siebel CRM, ICM scripting, Spring4.0,JPA3.0,Web service (Soap &Rest Client), SVN, Tomcat8.0, XML, XSD, SQL Server10 & SQL developer

Confidential, Columbia, MD

IVR Developer

Responsibilities:

• Responsible for providing self-service solutions including speech enabled and touch tone interactive voice response (IVR) solutions
• Developed custom grammars for client speech call flow request within Nuance Speech Recognizer.
• Extensively worked with VXML, GRXML in implementing the call flow for the IVR application.
• Implemented Speech-to-Text and Text-to-Speech using Nuance.
• Involved in writing JSP and JSF components for enhancing the existing IVR application. Used JSTL Tag library (Core, Logic, Nested, Beans) to create standard dynamic web pages.
• Developed custom tag libraries and whisper tones using VoiceXML and JSP.
• Enhanced and maintained phone control, transfers, call routing and advanced call reporting functionalities of CTI.
• Working on production support and acknowledging the production issue in less time.
• Coordinated with the other IVR developers and discussed the best IVR project implementation methods. Developed both DTMF & SPEECH oriented IVR applications.
• Developed reusable code for ApplicationRoot.jsp, Header, Footer using JSF and JSP.
• Developed Struts View Components, Action Classes, JSP’s and configuration components while employing MVC, Data Access Object, Session Façade, Service locator and Factory design patterns.
• Responsible for creating Smoke, Sanity, Regression automation Testing scripts for Bank's Applications code changes Using Empirix Hammer automation tool.
• Working with business to gather requirements on new enhancements and delivering them in time
• Creating Nuance ASR and Text-to-Speech (TTS) tools to create both Touch-tone (DTMF)
• Creating speech Grammar using NLU scripting (GRXML)
• Creating Ezy script for Outbound calls.
• Creating web utiles using springboot, JPA.spring batch,ActiveMQ
• Creating Java script, Jquery for speech grammar.
• Writing Web Services Using Soap & Restful.
• Working IVR Data Window module.
• Supports to the Application make sure that issue is fixed and sent in next ongoing patch.

Environment: IVR (Cisco CVP), Spring4.0,JPA3.0,Web service (Soap &Rest Client), SVN, Tomcat8.0, XML, XSD, SQL Server10

Confidential

Senior IVR Java Developer

Responsibilities:

• Creating inbound and outbound calls for the Contact Center business Using Genesys composer and Nuance IVR framework.
• Creating Nuance ASR and Text-to-Speech (TTS) tools to create both Touch-tone (DTMF)
• Creating speech Grammar using NLU scripting (GRXML)
• Creating Ezy script for Outbound calls.
• Creating web utiles using springboot, JPA.spring batch,ActiveMQ
• Creating Java script, Jquery for speech grammar.
• Writing Web Services Using Soap & Restful.
• Working IVR Data Window module.
• Supports to the Application make sure that issue is fixed and sent in next ongoing patch.

Environment: IVR (Nuance - Inbound/Outbound),Spring4.0,JPA3.0,Web service (Soap &Rest Client), ClearCase, Tomcat8.0, XML, XSD, SQL Server10.

Confidential

Senior IVR Java Developer

Responsibilities:

• Worked with BA to gather and analyze the Business requirements
• Created Technical design based on the requirements and review it with the Business
• Created Voice User Interface (VUI) documents, complex call-flows using Microsoft Visio tool
• Responsible for developing Enterprise level IVR applications using VXML
• Created and modified bilingual IVR applications using VXML elements such as sub-dialogs, to achieve multi-document application
• Use Struts framework and modified the legacy code written in Java as per the requirements.
• Implement SQL scripts using CVS tool to perform data Inserts, updates, and deletes in Oracle database

Environment: IVR, VXML, Nuance TTS, Speech, PBX, Aspect Dialer, SVN, CVS, SharePoint, HP Quality Center 10.0, Oracle 10g, Java, J2EE, Struts framework, JavaScript, Linux, Apache 2.x,, TortoiseSVN, UML, WinCVS 2.0, XML, ANT 1.7, WinSIP, Adobe Audition, Putty, Jenkins, F5 load balancer, Cisco ICM routing tool, Verint voice, TOAD 11.0, SQL Developer, VPMS 5.x, Visio, AIM, Wizdl tool, SoapUI tool, Winscp, Programmers notepad, Edit Plus Eclipse 3.5, Tomcat,Cisco IP Phone

Confidential

Senior Java Developer

Responsibilities:

• Design, Analysis, Coding, POCs and developing.
• To write JQuery code for JQueryspreadsheets (Excel to Web Tool)
• Writing Excel formulas (vlookup, Hlookup,Alias…) Using JQuery
• Import/Export LRC Excel using Apache POI.
• Involved in work flow between web components and service beans and persistence Layer.
• Implemented spring security with SSO (Single Sign On).
• Implemented Spring Controllers and JSPs as View Components.
• Implemented service layer as spring beans in spring framework
• Implemented JPA Connection with DB
• Writing JPQL and Criteria Queries.
• Worked on Soap Client.

Environment: Java1.6, Spring MVC 4.1.4, JPA 1.2, Hibernate4.1.4, JQuery Spreadsheet, spring tool Suite 3.2, Tomcat7.0