SUMMARY:

• Motivated Team player with excellent analytical and technical skills, seeking a position in a valued Organization to contribute to the success of their business using technology and innovation
• 19 years of experience in the architecture, design, development, integration and configuration of Contact Center systems.
• Call center technologies with expertise on Cisco UCCE routing - Cisco ICM
• Cisco ICM infrastructure user and upgrade Expertise with Call Routers, Loggers, HDS, CUCM reporting
• Confidential routing using TServer, URS, IRD
• End to End Customer call flow experience and Analytics experience from Voice Portal to Cisco ICM to Avaya ACD to Call Center
• Agile methodologies, Lean Six Sigma, Call Analysis, Call Listening
• Working knowledge of Avaya product, Working knowledge of Cisco Gateways, SIP, Voice Genie, GVP, Nuance
• Committed to winning the Customers by keeping the promises to our business by delivering strategic call center technology routing projects
• Proficient in Cisco ICM Infrastructure and Upgrades and Confidential configuration
• Cisco ICM routing - Architected routing scripts to follow agile methods to deliver changes in the fast changing Business Environment and win the Customers
• Proficient in Call center Operations model and Call Analytics needed for evaluating the KPIs for projects delivered and to be delivered
• Innovated a custom formula in ICM for dynamic routing of calls for efficient and uniform Service Levels across different Call Centers
• Picked as top idea in the Innovation Corner program under our Organization, for proposing new idea of Customers eligible for Contract Renewal and calling for tech support should be offered proactive message for Sales Opportunity
• Proficient in End and End Call flows of Customer journey originating on Voice Portal (GVP/Cisco Voice Genie) to Application gateway to Cisco ICM to Avaya ACD to One-X/Call Manager (Agent desktop)
• Customer Excellence Spotlight for Cisco ICM upgrade(2015)
• Quality/Process Improvement Spotlight for Cisco ICM upgrade (2018)
• Performance excellence Spotlight for Business Partner on IPACD (2015)
• Living the Credo Spotlight for keeping the promises to business
• Customer Excellence Spotlight for migration of Vendor to Internal IPACD (2015)
• Personal Commitment Spotlight (2017)

DETAILED PROFESSIONAL EXPERIENCES:

Confidential, Tampa, Florida

Lead - Software Engineer

Responsibilities:

• Design and building new Cisco ICM 11.6 Environment to support TLS 1.2 in collaboration with Cisco Engineer
• Architect the migration plan from Cisco ICM10.5 to Cisco ICM 11.6 without any downtime to live traffic
• Collaborate and Strategize with Avaya team to migrate the ACD PG connections (primary and secondary) from ICM 10.5 to 11.6 Environment in a phased manner so both ICM10.5 and 11.6 Env. are in active-active mode till entire customer traffic is migrated to new ICM platform
• Worked with Network for Private network implementation and with Voice Portal team end to end routing validations
• Design the migration plan for external SQL Server DB and application GUI Servers that Cisco ICM uses to fetching business rules
• Collaborated with DBA team and internal GUI team to have Cisco ICM, external DB and GUI interfaces migrate all at one time for version compatibility.
• Application gateway MCP server interface Voice Portal and Cisco ICM apps. Plan and execute the IP changes of these servers in Cisco ICM VRU PIMs.

Technologies: Cisco ICM11.6, Cisco ICM 10.5, CUCM reporting, Avaya PG, Avaya CMS R18.0.1, Avaya AES 6.3.0, Confidential, GVP 7.2.1, Java based custom Apps, SQL Server DB

Confidential

Responsibilities:

• Lead the activities for implementing new routing in ICM and Confidential for adding a new Business Partner call center and coordinate the design with Avaya ACD and Client teams
• Cisco ICM is used for dynamic routing where best available center is picked among several centers and is driven by lowest Average Speed of Answer changes involved creating scripts for call routing, adding new skills and services using bulk load, global variables, custom functions, service to skill mapping via automated tools
• Confidential Configuration for agent screen pop
• Bulk load of VDNs, ERPs, epn setting
• End to End co-ordination for validating call delivery to Agent desktop with Screen pop
• Monitoring real time reports in ICM

Technologies: Cisco ICM11.6, Avaya PG, Confidential, GVP 7.2.1, Java based custom Apps, Confidential Custom built Call Manager, SQL Server DB 2014

Confidential

Responsibilities:

• Set a goal of reducing 5000 calls/month in center handoff calls from one agent to another
• Applied Lean Six Sigma methods of Define, Measure, Analyze, Control and Improve phases. Analysis using Fishbone diagram, failure modes and effects were effective in getting the contributors for the issue
• Collected Call records from Voice Portal prompts table and analyzed patterns of Customer intents using Excel Pivot charts
• Listened to agent(transfer) leg of the calls from Qfiniti Call recordings and agent notes to get the reason for agent handing off the customer to another agent
• As part of improvements, proposed enhancements and tuning to call flows in the voice portal and call routing and achieved desired results post implementation
• Used NICE IVR tool for analyzing the journey of Customers by module

Technologies/Tools: Lean Six Sigma tools, GVP 7.2.1, Nuance Recognizer 10, Voice Portal User Interface, SQL Server DB, for Customer menu tables, Qfiniti Call recordings, Cisco ICM for routing, Teradata SQL Assistant 15.10.1, NICE IVR

Confidential

Responsibilities:

• Enhanced Customer Experience and Improved Service Levels through implementation of callback option for callers who have a wait time in talking to agent
• Cost savings from Average Handling Time (AHT) reduction for agents by sending the transferred calls to callback Portal and connect to agent by VHT app
• Collaborated with VHT (Virtual Hold technology) and Avaya Experience Portal (AEP) teams for design the call back flows
• Implemented call routing to send the updated VDN from Cisco ICM and External Route Point from Confidential so AEP can initiate callback with VHT
• Cisco ICM routing platform was used as routing interface between IVR/Agent Call Mgr and Callback Application for callback toggles, transfer number to center or callback application, dynamic center destination and transfer number if customer callback call is made after a certain threshold time

Technologies: Cisco ICM 10.0 Infrastructure, VHT 8.9.3, Avaya Experience Portal, GVP, Confidential Call Manager, Application Gateways, Teradata DB, Microsoft SQL Management Studio

Confidential

Responsibilities:

• Design and Implementation of enterprise contact center to support the migration of 25,000 agents, eliminated legacy ACD’s into consolidated virtualized 5 VOIP Avaya ACD’s with full disaster recovery at $62M, improved 4.5 % occupancy and average speed of answers for the call center KPI, 16000 agents migrated in 18 months to the new platform
• Optimized IP ACD capacity by shifting to 2 VDN from 4 VDN model for Queues
• Implemented Cisco ICM call routing for vendors with new IPACD design including new ACD PG setup and configuration of new skills, services and building new scripts
• Collaborated with Avaya ACD and Voice Portal teams to validate end to end flows, agent stats and screen pop

Technologies: Cisco ICM10.0, Avaya PG, Avaya CMS, Avaya AES, Confidential, Voice Genie, Java based custom Apps

Confidential

Responsibilities:

• Collaborate with Vendor team and Business Clients for requirements and design
• Setting up new Cisco PG and configuring the services(VDNs) and skills in Cisco ICM
• Led the project activities for setting up a new Cisco PG with Parent Child Configuration and developing scripts for ICM to route calls to this new Switch

Confidential

Responsibilities:

• Design, coding and implementation of dynamic tiered routing using Cisco ICM where the routing has to available agents in the order of home region, sister region and national. When the agents are occupied beyond certain threshold, route calls to either internal agents or vendor agents based on minimum average speed of answer
• Architect, Design, Coding using external GUI interface with SQL Server DBs to provision Operations team to set business rules
• Provision is built for business rules to be pre-set in the GUI by Operations team by time of day, day of week;
• Implemented enhanced routing for prioritizing Sales calls to top selling agent groups
• Setting up ACD PGs for real time feed needed for dynamic routing for Business Partners who were earlier using static routing
• Upgraded ICM version from 7.5.0 to 7.5.10 to enable external DB lookup feature. The business rules are hosted in an external DB and populated from a GUI application

Technologies: Cisco ICM Infrastructure 7.5.10 - Router, Logger, PGs, AWs, Script Editor, webview reporting, SQL Server 2008, Java7, weblogic8.0

Confidential

Responsibilities:

• Identify key call flows and design to offer proactive question in Voice Portal based on the latest customer activity provided by Confidential application
• Improved Customer Experience and self-service rates were achieved in Voice Portal by offering proactive question based on latest customer order, billing or recent call information
• Performed Call Analytics to assess the KPIs by each proactive prompt offered

Technologies: Voice Genie7.2.1, WebLogic, Oracle DB, Microsoft Office, Excel Pivot tables

Confidential

Responsibilities:

• Design and implement new IVR front Speech Portal migrating from traditional periphonics VRU
• Built Routing strategies using Confidential URS and IRD to transfer calls based on attached data fields like fios qualified data, customer BTN etc.
• Confidential Routing with DNIS Pool numbers was setup for transferring to Tech Voice Portal (Portal to Portal transfers)
• Confidential CME, Confidential Tserver and Confidential SCI were used for configuration, monitoring and administrative tasks

Technologies: Confidential Framework7.5, Confidential URS, Confidential IRD, VXML, WebLogic, UNIX

Confidential

Responsibilities:

• Confidential configuration for FSC Dallas, Syracuse location agents to get intelligent screen pop
• Build new Rockwell PGs for FSC Dallas, Syracuse in Cisco ICM as part of center expansion
• Build configuration of services/skills and routing dynamic and static scripts, admin scripts in ICM for post answer call routing and call control

Technologies: Framework7.5, Confidential URS, Confidential IRD, VXML, WebLogic, UNIX

Confidential

Responsibilities:

• Design, Development and Implementation of enhanced national Confidential Application with J2EE technologies.
• Java Message Service (JMS) is used as a middle layer to communicate with different java modules in CTI.
• Used JNDI to communicate with another external CORBA Orbix application to get customer information and have the phone line tested when a customer calls to report trouble with the telephone line.
• Used JDBC to get long distance information from oracle database.
• Weblogic is used as an Application Server to host JMS. Configured JMS Queues in the weblogic.
• Developed Unix shell scripts for startup/shutdown of modules

Environment: Java, Confidential, Servlets, WSDL, J2EE, EJB, JSP, JNDI, Weblogic, Oracle9i, JDBC, Solaris, Log4j, XML

Confidential

Responsibilities:

• Design, coding and implementation of Confidential solution with Screen Pop for improved agent productivity and enhanced customer service. This application provided screen pop for 12000 call center agents across United States of America.
• Developed modules using C++ and Orbix (CORBA) to interface with IVR on one side and billing/tech systems on other side. Additional interfaces developed involved communication handler to interface with Periphonics ACD to get Agent stats
• Custom Desktop Application which interfaces with Rockwell ACD and other Confidential modules was developed and implemented across Confidential Call Centers for agent screen pop with Customer data

Technologies: HP-UX Unix, Linux, Orbix, OrbixWeb, Visibroker Corba, C++, Java, Periphonics IVR, Rockwell Spectrum, Microsoft Visual Source Safe, Install Shield, Windows, Confidential Framework