Senior Developer Resume

SUMMARY

She is a senior developer with significant experience in Contact Center Technologies that spans over ten years of accomplishments in planning, designing, implementing and upgrading of Customer Experience, IVR Self Service Solutions, Agent Desktop Design, Agent Self Service, Call Reporting and Monitoring, IVR Market Trend Analysis and Vendor comparative Analysis.
Her primary focus has been on Contact Center IVR application design and development, business analysis & business process design, contact center technology transformation, standardization & optimization.
Her specialties also includes implementation of multi - channel contact center solutions.
She has project management, stakeholder management, application architecture, and vendor management experience.

TECHNICAL SKILLS

Programming Tools and Technologies: Javascript, JSP, Voice XML, SQL, Eclipse IDE, Apache Tomcat, Java

Testing tools: Empirix HPQC, Test Director, Loadrunner, Cyara, HP ALM

Development Methodologies: Agile development using Scrum, Rally for User Story development, Sprint Planning, Task Creation, Retrospect, Status Reporting.

Software Version Control System: Github, Serena Dimensions, SVN

PROFESSIONAL EXPERIENCE

Confidential

Senior Developer

Responsibilities:

Developed (rewrite) multiple existing legacy applications using Genesys Composer.
Designed and developed modules and apps to migrate from legacy systems to Genesys environments.
Authored Genesys Rules templates and Rules Packages to be used in modules and apps making them dynamic in nature.
Integrated Composer apps with micro services for backend systems.
Integrated IVR apps with ORS scripts using kvp.
Integrated Composer IVR app with GMS and LightSpeed API for Experience Manager for Personalized call campaigns.
Created Campaigns for Personalized call experience using GMS and LightSpeed API for Experience Manager.
Collaborated with multiple Business Units for common apps and modules and common design methodologies.
Used Rally for Agile application development, user story creation, task and effort tracking.
Participated in User Story creation, Task creation and allocation, Story Point identification, Sprint Retrospect and Status Reporting.
Custom tool creation using Composer for IVR application development.

Confidential

Business Advisor

Responsibilities:

Performed the role of Business Analyst and Genesys Contact Center SME.
Conducted multiple projects, managed and influenced stakeholders.
Organized requirements for multiple Contact Center components like IVR, Call Routing, Agent Desktop Application, Queue Watcher, WFM from different Lines of Businesses.
Designed & delivered multiple Contact Center Applications, authored system documentation, administered deployment process, Change Management, and User Training.
Coordinated change management meetings and led communication between stakeholders.
Provided end user demonstrations and post implementation technical support.

Confidential

Technical Lead

Responsibilities:

Orchestrated network transformation for Call routing using Cisco ICM over Cisco’s CCaaS (Contact Center as A Service) platform
Led requirement analysis phase for Voice Routing work stream. Managed workshops with the stake holders to gather and analyze requirements, authored documents and tracked through sign-off from stakeholders
As Solution Architect, managed functional and technical design of ICM call flows, developed detailed design documents, and established application development processes.
Partnered with Cisco CCaaS team, infrastructure team and client team to design, develop and review end-to-end architecture.
Served as Subject Matter Expert for Cisco contact center voice routing (ICM) through development and implementation phases.
Supervised project plan for Voice Routing work streams, tracked resource planning and project activities.
Assessed and reviewed change requests, performed impact assessments, planned and tracked through execution.
Performed QA of deliverables across various project work streams.

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