Contact Center Developer Resume

SUMMARY

Over 11+ years of experience in Contact Cent er Solution, Self Service Inbound/Outbound IVR and Web based Enterprise business applications with exposure to Business process management using Java/J2EE technologies.
Good Hands on Experience in IVR Development under Voice Platforms - Genesys, Avaya, Dialogic XMS, Voxeo/Aspect and Holly .
Good hands on experience in Genesys 8.x Framework On Premise .
Good hands on experience In Genesys Voice Portal (GVP) - SIP/TServer and MCP.
Good Experience on Configuring objects in Genesys CME/GA/GAX.
Extensive Hands on experience on Genesys Composer 8.x to develop IVR and routing strategy using composer blocks.
Real time experience on writing Routing Strategies using Genesys IRD, URS and ORS.
Good Experience on handling real time metrics through Genesys CCPulse and Good Understanding of Genesys Agent Desktop (WDE).
Hands on experience on implementing call back using GMS.
Good Knowledge and understanding on Genesys Reporting - GI2, Infomart.
Hands on experience in developing Chatbot application on AWS Lex AI / Lambda, S3 and Cloud Watch.
Hands-on experience working with Java/J2EE, PHP, PERL, Spring Framework, Design Patterns, Maven, Liquibase, Jenkins, Hibernate, and J-Unit.
Extensive hands-on experience with VXML, JavaScript.
Hands on experience on consuming SOAP / RESTful based web services.
Hands-On experience in Genesys Composer 8.1, Avaya Orchestration Designer 6.0, Avaya Dialog Designer 5.5, Grammar Development - GRXML (Speech and DTMF) .
Proficiency at various levels of application development which includes Interaction with end user for requirement analysis, systems analysis and VUI design using Microsoft Visio, system testing and integration, implementation and testing. Worked on Subversion / Git lab as a Version Controller.
Ability to Structure Queries in different databases MySQL, PostgreSQL, Informix and DB2.
Expertise in working with SDLC Waterfall and Agile software methodologies.

PROFESSIONAL EXPERIENCE

Confidential

Contact Center Developer

Responsibilities:

Analyze requirements and Voice User Interface Design (VUI)
Attend Business Meeting on the requirement, Status update with project management, Issue Tracking with QA/Business.
Develop/Deploy/Test Voice Applications and Strategies using Genesys Composer/IRD, VXML, JSP and Java/J2EE.
Configure Application/business objects on Genesys Components.
Follow Continuous Integration process and release to Dev/Preprod.
Production Incident Support, Log Research and Enhancement.
Added Value Services, Automation, Guide customers to match with industry and provide best design.

Confidential

IVR Application Developer

Responsibilities:

Analyze requirements and Voice User Interface Design (VUI)
Attend client calls and internal meeting on status update.
Develop IVR using Genesys Composer, create voice and route java based project using composer blocks, make use of GAX for OPM for business handling.
Develop IVR Application using native vxml libraries.
Follow Continuous Integration process and release to Preprod.
Document the design, code publish, test output, code review and necessary documents
JIRA/Service Now Progress and Go-Live Support
Production Incident Support, Log Research and Enhancement.
Added Value Services, Automation, Guide customers to match with industry and provide best design.

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