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Telephony Consultant Resume

Alpharetta, GA

SUMMARY:

Telecommunications Professional with broad technical knowledge; application development and Quality Assurance and Tier 3 support experience. Experience includes: System Development Life Cycle (SDLC), testing, coding and supporting Interactive Voice Response (IVR), proprietary and Voice Extensible Markup Language (VXML) applications; documenting program features from call workflows and Voice User Interface (VUI); create Speech Interactive Voice Response (SIVR) billing test cases; manually execute Human Factors methodologies from web - based applications.

TECHNICAL PROFILE:

  • Certified Edify Electronic Workforce Administrator
  • Visio Professional
  • Javascript
  • SQL Server
  • Oracle
  • SQL
  • Mercury Test Director

PROFESSIONAL EXPERIENCE:

Confidential, Alpharetta, GA

Telephony Consultant

Responsibilities:

  • Implement and Manually Test business trends that are rolled out throughout the Confidential Sectors.
  • Verify and execute new and existing functionality for Confidential Healthcare IVR system.
  • Act as a technical consultant during implementation of projects, change request for global Call Center
  • Provide support Confidential Contact Center and internal IT helpdesk in diagnosing and resolving issues utilizing Interaction Administrator, Attendant and Business Manager if needed escalate issues to the following vendors; British Telecom, Confidential & Confidential, Salesforce, Genesys and local networking team for Contact Center location.
  • Develop and document knowledge in the form of incident notes, technical articles, contributing to knowledge base and forums with specific areas of expertise.
  • Follow up on customer commitments effectively prioritizing issues in process / product refinements relaying feedback to Management teams.
  • Develop and Test IVR application changes in Genesys Interaction Attendant, confirm software deficiencies; work closely with Business on timely workarounds and fixes to the product, verifying fixes and coordinating delivery.

Confidential, Alpharetta, GA

VXML Applications Developer

Responsibilities:

  • Developed VXML dual tone multi-frequency (DTMF) applications for IVR prototype, utilizing Nuance Bevocal server & Prophecy Voxeo server.
  • Collaborated with Human Factors team for application design and usability study protocols.
  • Produced quickly interchangeable applications based on the test scenarios.
  • Developed VXML prototypes for IVR applications that replicated production, using Visio call workflows and create applications on an ad hoc basis. Manipulated application during user testing using Voxeo Portal.
  • Validated prototype functionality from call flows and given scenarios. Reviewed specifications, scripts and routing conditions ensuring error-free execution of IVR applications.
  • Worked closely with User Interface (UI) engineers and Business Analyst to ensure correctness from a human factors perspective, including usability, human-computer interface, input and evaluation.

Confidential, Atlanta, GA

Sr. Quality Assurance Analyst

Responsibilities:

  • Led, designed and create test approach for special projects and performed other duties as assigned.
  • Provided expertise to a team of 15 fellow team members.
  • Decomposed business requirements, usability report, Visio call workflows and test matrix into test cases built in Mercury Test Director or Quality Center.
  • Created and validated new functionality and change requests test cases using Intervoice's and Nuance Voice User Interface (VUI) documentation.
  • Verified and manually execute new functionality and regression test cases, validated with Samson CSM interface, API calls, whisper tones, screen pop-ups and VUI.
  • Logged and escalated application defects and assigned accordingly.

Confidential, Atlanta, GA

Billing Quality Assurance/Test Coordinator

Responsibilities:

  • Decomposed customer requirements and business workflows into test use cases, test scenarios, and test conditions Confidential the functional level.
  • Translated functional Singl.eView requirements into technical terms relevant to the package application to coordinate and assist with the detailed technical design tasks.
  • Participated in Peer Reviews, Joint Application Design (JAD) and Joint Script Design (JSD) session to discuss business process design concepts and principles.
  • Recorded defects with the application team to resolve any issues that arise out of the testing process.

Confidential, Atlanta, GA

Quality Assurance/Functional Analyst

Responsibilities:

  • Performed system verification testing activities to include Unit, Integration, Systems Acceptance, Regression, Stress/Volume and Requirements Testing.
  • Developed test plans and test cases for UNIX based IVR application. Created call workflows utilizing Visio.
  • Designed and executed test scripts in Mercury Test Director via manual regression and performance testing to ensure quality assurance.
  • Participated in the ongoing improvement process and release planning by giving direct feedback to Voice User Interface (VUI) designers and Human Factor product.

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