Development Lead Resume

SUMMARY:

Confidential has more than 14 years experience in Contact Center, IVR, CTI and Web Self - Service technologies and has been responsible for the architecture, requirements, design, development & testing of contact center voice and computer telephony solutions for Government and Fortune 500 customers across various industry verticals like banking, finance, insurance, retail, wireless, cable and telecommunications.
She currently works as a Senior IVR developer within Confidential Speech Professional services organization and has led global development teams in delivering high quality IVR automation and CTI solutions.

SKILL:

Requirements Analysis, Solution Design, Application Development and Testing
IVR platforms (Audium/CVP, Confidential, Envox CT ADE, Visual Voice, Eclipse, Visual Cafe)
Advanced Speech Recognition (Nuance, Scansoft, Speechworks), Grammar Development, Text to Speech (RealSpeak, Speechify, AT&T), Speech Optimization
CTI (CTConnect, Call Path, Cisco ICM)
Database (Oracle 8, SQL Server, DB2),
Web Services, XML, SOAP, Java Servlet, JSP, C, C++, Visual Basic, Oracle, JSP, VoiceXML, HTML, Java script, Host Messaging, SAP Interface
Business Development, Sales and Marketing Support
Team Leadership and Project Management
Financial / Banking Domain Knowledge
MS Project, MS Visio

EXPERIENCE HIGHLIGHTS:

Confidential

Development Lead

Responsibilities:

Responsible for high-level design, architecture, directing project efforts, determining feasibility, time and cost estimation (both pre-sales and post-sales).
Also responsible for leading application systems analysis, complex programming and interface development for multiple business segments.
Responsible for goal setting, conducting appraisals, mentoring, planning project, assigning tasks and monitoring progress of a team of 6 Sr. Systems Analyst/ System Analysts that support 10+ large clients and 50+ applications.

Tools: Web Services, Confidential Voice Portal, IBM WebSphere, Audium/CVP, CTI, VoiceXML 2.0, Java, Oracle, Scansoft, Speechify, WebSphere, Open Speech Browser 1.2, ABNF Grammars and Excel.

System Analyst

Confidential

Responsibilities:

Involved in analysis, design and development of IVR, CTI and Agent desktop apps for various clients.

Tools: VoiceXML 2,0, CTI, Open Speech Browser, ABNF grammars, Scansoft, Speechify Text-to-Speech, Telephony voice switching systems, Visual Basic, ASP, VBScript, JavaScript, CTADE (Intel), Visual Fax, IBM Web Sphere, SAP Interface, Oracle, Dialogic

Associate Programmer

Confidential

Responsibilities:

Designed and developed an Agent Workstation application for Empire Medicare Services.
When the call is transferred from the IVR, there is a screen pop at Agent Workstation with customer information.
Designed and developed a GUI for monitoring Interactive Voice Response (IVR) System using Visual Basic.
It allows IVR administrator to control the Dialogic channels and keep track of all the calls.

Tools: Visual Basic, CTI, Visual Voice Recognition (VVR), Grammars, Dialogic, Host Messaging, DB2

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