OBJECTIVE:

Looking forward to be successful professional and seeking for association with an organization that would build up my potentialities in a productive and creative manner.

SUMMARY:

• A technocrat with 9 years of experience in Implementation, Supporting & Deployment the Confidential Solutions, currently working as a n Independent Consultant, India.
• Adept experience in installing, configuring and troubleshooting of Confidential Framework, Routing and Reporting Applications.
• Adept in understanding and analyzing the customer issues, responding to the tickets/issues with in SLA, troubleshooting the issues and drive to the resolution.
• Domain Experience in Confidential Framework, Inbound Call Routing, IVR
• Hands on Experience on SCI, CME, GA, GAX, Pulse, CCPulse+, Composer, Simulator.
• Working on the Network Routing and Multi - Tenant Environment, Confidential Call Routing, Troubleshooting the T-server, URS, and ORS Logs. Confidential Agent issues. Knowledge on, worked on High level IVR issues.
• Handling multiple Confidential Infrastructure and Agent On-boarding Projects.
• Performing the Functional, Performance and Unit testing of the Confidential POCs for new builds.
• Worked on Confidential modules like Confidential Framework, SIP Server, GVP, and Reporting.
• Providing L2/L3 Support for different Confidential, GVP, IVR (VXML) and ORS Routing (SCXML) issues, debugging, Root Cause analysis and mitigation of the production issues
• Performing Design and Implementation for the Confidential contact center applications and providing necessary support.

TECHNICAL SKILLS:

Tools: Confidential Framework, Inbound, Routing CME, SCI, IRD, CCPulse, ICON/Infomart, Confidential Administrator,GAX(OPM&ARM),Pulse, Infomart Admin Console, Confidential Interaction Recording (GIR),Composer, Kazimar, T-server, URS,ORS, Stat Server, Multi-Tenant Environment and Network Routing, SIP Server, GVP.

Programming Languages: JSP and PHP

Web Technologies: JavaScript & ECMA Script.

Scripting Languages: UNIX Shell, Perl Script, and TCL.

IVR Skills: Class Application (West Interactive Corporation), VXML, Voice Biometrics, Confidential Studio 7.6, Confidential Composer 8.1.

Routing Skills: SCXML, ORS 8.1.43, URS, T-server, Stat Server, SIP server, GAX OPM.

Database: Informix, MySQL, MSSQL, Oracle

PROFESSIONAL EXPERIENCE:

Confidential

Senior Consultant / ORS Composer Developer

Responsibilities:

• Installation and Cluster Configuration changes for ORS in two environments (UAT (Primary/Secondary) and Production (Primary/Secondary))
• Created Routing applications as per Business requirement for four tenants -ORS Development using Composer.
• Participated on Confidential customer care conf calls on weekly basis for the outstanding issues discussions.
• Attend Weekly review meeting for the incidents raised on daily basis.
• All the development values are derived from GAX OPM.
• Provided KT to Business team access the GAX OPM values in Confidential .
• Support for Production role out/day to day support for production environment environment
• Reviewed test case document for testing the application migration.

Confidential

Senior Consultant / ORS Composer Developer

Development Environment: Confidential Environment, URS, ORS, StatServer, SIP Server.

Responsibilities:

• Installation and Cluster Configuration changes for ORS in two environments (UAT (Primary/Secondary) and Production (Primary/Secondary))
• Provided APAC region (Singapore) Support for Airbnb Confidential Environment.
• Participated on Confidential customer care conf calls on weekly basis for the outstanding issues discussions.
• Attend Weekly review meeting for the incidents raised on daily basis.
• Support for Production role out/day to day support for production environment environment
• Participated on P1/P2 incident calls/Review RCA and arrange conf calls when required.
• Involved in proactive monitoring, troubleshooting of Confidential applications with testing of each modules.
• Migration plan review for any components in the environment
• Reviewed test case document for testing the application migration.
• Co-ordination with all third party vendors who all involved in this project and arrange/attend the conf calls when required.

Confidential

Senior Consultant / ORS Composer Developer

Development Environment: SIP HA BCP with ORS Routing and Outbound Solution in Linux OS

Responsibilities:

• Installation and Configuration changes for ORS in all Four environments (DEV, SIT, JIT and Production)
• Provided active support for ORS Development using Composer.
• Support for Production role out/day to day support for production environment
• Participated on Confidential customer care conf calls on weekly basis for the outstanding issues discussions.
• Attend Weekly review meeting for the incidents raised on daily basis.
• Participated on P1/P2 incident calls/Review RCA and arrange conf calls when required.
• Involved in proactive monitoring, troubleshooting of Confidential applications with testing of each modules.
• Migration plan review for any components in the environment
• Reviewed test case document for testing the application migration.
• Co-ordination with all third party vendors who all involved in this project and arrange/attend the conf calls when required.

Confidential, California

Consultant and Technical Lead

Development Environment: Confidential Composer8.1.3, Oracle DB, GAX, Framework 8.1, URS, ORS, Configuration Manager Interface, SCXML, Avaya T-server, Stat Server

Responsibilities:

• Worked as the technical team Lead on the implementation of the Confidential Framework routing workflow and reporting
• Involved in planning and designing routing workflow using Composer
• Implemented web services in J2EE to integrate ERP applications with routing workflow
• Routing application development and configurations.
• Responsible for the development of database queries
• Unit Testing and Bug Fixing.
• Adding business rules/tables in Config DB using Oracle Store procedures.
• Resource and DN group’s creations.
• Skill based Queue creations.
• Create the route points and configured appropriate routing applications.
• Analyzed all the component level logs for development perspective like T-server, SIP Server, ORS (SCXML), URS and Stat Server.

Confidential, California

Consultant and Technical Lead

Development Environment: Confidential Composer8.1.3, Oracle DB, GAX, Framework 8.1, URS, ORS, Configuration Manager Interface.

Responsibilities:

• Routing application development and configurations.
• Responsible for the development of database queries
• Unit Testing and Bug Fixing.
• Adding business rules/tables in Config DB using Oracle Store procedures.
• Resource group creations.
• Skill based Queue creations.
• Create the route points and configured appropriate routing applications.

Confidential, Chicago

Developer and Module Lead

Development Environment: Confidential Composer8.1.3, Nuance 9.1, Oracle DB, GAX, Framework 8.1, GVP, VXML, GRXML

Responsibilities:

• IVR application development
• Unit Testing and Bug Fixing.
• Provided the estimations based on the client requirements.
• Using Parse-tool, grxml debugging in Nuance server.
• Installation knowledge of various Confidential components in 8.1 Environment.
• Adding new skills in Confidential Framework applications, designing GVP reporting and troubleshooting knowledge in Confidential Framework 8.1, Confidential Voice platform 8.1 and SIP Server Configurations.
• Handled Avaya Session Manager and SIP Server Fail over scenario between two sites (Primary and Secondary).
• Implemented Confidential Administrator Extension (GAX) 8.1 Parameters using OPM in Composer Development.
• Involved in proactive monitoring, troubleshooting of Confidential application with testing of each modules.
• Troubleshooting Confidential logs on Windows platform for apps like URS, Routing Stat server MCP, RM, SIP T-Servers
• Active monitoring, troubleshooting Confidential IVR issues.
• Analyzing IVR and Confidential log files to determine Root cause of production issues
• Involved in Requirement Gathering.
• Involved in Design, Development and Testing of the application.
• Involved in Environmental setup.