TECHNICAL SKILLS

SOFTWARE: SOAP/WSDL, XML/XSL, UNIX shell scripts, Java, CLIENT / SERVER environment, OLTP,MS Office, MS - Project, Batch files, MS-SQL, and MS Visio.

TELEPHONY: SIP, VXML, Confidential Experience Portal, Orchestration Designer, CMS reporting, Edify IVR/Web interface, Dialogic/AG 2000 phone card interface, Text-to-Speech interface, Speech Recognition (Nuance/SpeechWorks)

PROJECT MGMT: PMI/PMP methodology, WBS, identify project stakeholders, phases, cost, schedule and resource requirements, variance (cost and schedule) reporting, Change Control procedures, Closeout and signoffs, Lessons learnt documentation, SIX Sigma Certification.

PROFESSIONAL EXPERIENCE

Confidential

SR. IVR DEVELOPER

Responsibilities:

• Coded, tested and migrated (deployed on Apache Tomcat) all IVR applications to AVAYAs Orchestration Designer platform deploying VXML, SIP and Java.
• Program business IVR call flows on Edify IVR platform. Program Confidential PaBX interface with Edify IVR platform to receive, service and send calls to the call center.
• Design and schedule outbound campaigns (credit/collection calls, other voice blasts).
• Provide documentation on production updates for code updates (Change Control procedures).
• Work with business units to obtain IVR passages, voice talent to provide recordings in all languages.
• Assist with maintaining call flow, architecture, inter-system dependencies, and other documentation related to the telecommunications infrastructure.
• Schedule / publish go live dates for updates/new code releases.
• Listen to after GO LIVE calls using Service observe feature ( Confidential ) to ensure code is working as designed, database logging and updates made by IVR to data base records.
• Interact with other teams (Network, Database, Infrastructure, and external vendors WDSL programmers) to resolve issues, provide problem analysis reports (postmortem) and recommend design improvements for the IVR solutions.
• Provide support for all IVR application (VDN tracking, maintaining holiday tables for playing after hour messages, skills based routing), production related queries, and co-ordinate outages in various IT areas with updates to IVR.
• Provide IVR reports to business units, upper management and IT expansion, offload percentages, licensing and future capacity planning (logging calls using databases/XML) at run time.
• Work with business units to provide updates to products and information on the Edify IVR systems and coordinate application routing with Confidential PBX call flow updates.
• Perform engineering design reviews, vendor evaluations, system architecture reviews, oversee new implementations, provide design, technical and operational support, troubleshooting and a variety of related complex task
• Create / Analyze project timeline to develop / phase multiple projects with timelines using WBS template.

Confidential

IVR DEVELOPER

Responsibilities:

• Provide IVR coding/maintenance services for Confidential Client ( Confidential of GA).
• Responsible for coordinating/migrating limited existing IVR functionality from a propriety platform to Edify/Intervoice platform.
• Analyze software capabilities in accordance to business requirements, provide information to business units on possible functionality and identify timelines for development cycle with the PM team.
• Work with business units to obtain IVR passages, voice talent to provide recordings.
• Work with IT teams to integrate Edify IVR with backend interfaces to retrieve member data and provide information via IVR business customers.
• Provide IVR reports to business units, upper management and IT expansion, licensing and future capacity planning
• Work with business units to provide updates to products and information on the Edify IVR systems and coordinate application routing with Confidential PBX call flow updates.
• Assist in information integration and project documentation for functionality, dependencies and timelines using PMI methodology and company adopted Change procedures.
• Responsible to update updated IVR call flows, IVR reports and documentation on the intranet.

Confidential

IVR DEVELOPER

Responsibilities:

• Providing consulting services to IT organizations in the Greater Toronto area. Providing consulting services on for Confidential Corporation and Confidential Corporation IT department on an ongoing basis.
• Provide maintenance/reporting and troubleshooting for Edify applications deployed by clients.
• Responsible for over-seeing monthly reboot outages for IVR systems.
• Co-ordinate updates with west coast clients of the company.
• Involved in projects with customization of software, rolling out of patches, upgrading network equipment, database design updates (MS- Access), Excel (VB) automation, analyzing user requirements, and designing and writing integration and user acceptance test documents.

Confidential

IVR DEVELOPER

Responsibilities:

• Analyze requirements and develop application flow for IVR / web / speech applications in accordance to customer requirements.
• Develop Edify application providing interface with phone, web, and Speech enabled applications (with plug in to Nuance speech recognition engine).
• Recommend automation and use of existing customer written DLLs, COM objects and/or third party executables that could be executed or scheduled using Edify Enterprise software solutions.
• Test and design Speech Recognition applications by grammar tuning, verification and dialog design (Nuance/SpeechWorks) using GSL, XML, ABNF, GRXML interfacing with Edify for user driven Speech/DTMF input or by using Edify Web driven agents for online transaction processing.
• Assist with the development effort with client application by troubleshooting the call flow in applications and provide with suggestions on load balancing of calls, managing Web sessions for transaction processing, and working with Speech grammars for faster recognition rates.
• Conduct training sessions/ application development assistance on applications relating to DTMF, IVR, CTI, CRM, Edify Web interface, RealSpeak and Text to Speech technologies using database plug-ins (Oracle, Sybase, DB2, Ingres, MS-Access) to Edify platform.

Confidential

TECHNICAL TRAINER

Responsibilities:

• Conduct training sessions on OLTP/SMS, ATM state table processing and other suite of products developed by the organization.
• Provided Project-Coordination services to roll out IST/Interchange training course. Responsible for gathering product features / specifications, design training presentation, coordinate with other team mates for presentation delivery, deliver presentation, and ensure smooth delivery of the total training seminar by other presenters.
• Update courseware for Oasis training courses, provide for train the trainer sessions, assist in interviewing new trainers, and maintain classroom equipment on a regular basis.
• Position provided exposure to different hardware and databases using C / C++ API’s for a Client Server software on Unix operating system. Oasis provided ATM transaction handling (working with banks, VISA/MasterCard/AMEX and others) and end of the day fund settlement procedures via the use of their software.